Consumer complaint received 2025-01-13 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: Servicer under contract with Federal Student Aid
State: MN

Complaint narrative:
I have been working toward loan discharge for XXXX. In XX/XX/year>, I completed my XXXX payment. In XX/XX/year>, I sent in my employee certification form using the manual upload from the PSLF help tool. 

After receiving no response, in XXXX, I contacted customer service on studentaid.gov. The agent suggested I wait until " the end of fall '' to submit again. I submitted it again using the same manual upload method via PSLF help tool on the studentaid.gov website in XX/XX/year>. 

A few weeks later, I once again contacted customer service. The agent told me that there was no signature on the XXXX XXXX. Knowing that was not true, I thanked the agent, hung up, and called again to speak to a new agent. The new agent said she could see that the form had the appropriate signature but maybe I should try submitting it through USPS. 

In XX/XX/year>, I mailed the XXXX using USPS. I also faxed the form. Still no response. 

On XX/XX/year>, I submitted the form using the electronic signature option through the PSLF help tool. For all of these attempts, I used the same form that I originally filled out in XXXX with all of the correct information, including my employment start date. The form was signed by the HR representative of the organization I work for. 

The studentaid.gov website shows, under " My Activity '' that the form I submitted in XX/XX/year> is still in review. It also shows that the form I submitted electronically in XXXX has been reviewed and is complete. Under the " My Activity '' section, there is nothing indicating that the form I sent via USPS or fax has been received. There is also no information for the form I uploaded manually in XX/XX/year> under " My Activity. '' On XX/XX/XXXX, my payment count for PSLF on the studentaid.gov website was updated to reflect that I have reached 120 payments. However, I also received a rejection letter stating that the employee start date was missing or invalid. I checked on the studentaid.gov website under " My Dashboard. '' The status tracker states that the form I submitted via manual upload in XXXX was received on both XX/XX/XXXX and XX/XX/year> and then rejected and closed on XX/XX/XXXX. However, the PSLF Form Information on the website for that same submission has the employee start date plainly stated and when I downloaded the XXXX form that was rejected, it also had the employee start date plainly stated. 

I called customer service twice to ask what steps I needed to take next. Both customer service agents acknowledged that they could see that the employment start date was there but since the form had already been rejected, I needed to send the form yet again. Both suggested that I submit it with the electronic signature, even though the form I sent in XXXX via electronic signature has already been reviewed and the website says is complete. 

In the past week, I have attempted to go through the PSLF help tool, which is the only way to submit the form either electronically or via manual upload, and that page of the PSLF website will not load. I have been trying for a few days. The help tool page will not load.

At this point, I have no idea what to do. My payment count has been updated saying no more payments on my loan are required. Every form that I have sent has the employee start date written plainly on the form, and the studentaid.gov website itself shows the correct employee start date that the rejection letter says is somehow missing or incomplete. 

Because the help tool will not load on the website, I have no way to even try to resubmit again, unless it is once again via USPS or fax. But since the website does not even acknowledge receiving the form that I sent via USPS and fax, I have no reason to believe that sending it again through these methods will result in any forward movement with this process. 

I fulfilled my contractual obligations for PSLF and have submitted and resubmitted my employee certification form in every way that is possible. Now that the PSLF help tool doesn't even work, I am completely out of options.

Company response to consumer: Untimely response