Student loan -- Struggling to repay your loan -- Complaint #14936434
Complaint Overview
Complaint ID: 14936434
Company: Servicer Under Contract With Federal Student Aid
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-Issue: Problem with your payment plan
State: District of Columbia
ZIP Code: 20002
Date Received: 2025-07-28T12:00:00-05:00
Date Sent to Company: 2025-07-28T12:00:00-05:00
Company Response: Untimely response
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
I am writing to report a serious technical issue with the XXXX website that is currently preventing me from accessing and managing my federal student aid, specifically the Income-Driven Repayment ( IDR ) application process. For [ insert number of days/weeks ], I have attempted to complete my IDR application online, but the necessary options and forms are not available or functioning correctly. Despite logging in successfully, the system either fails to load the IDR application, displays error messages, or omits required selection options entirely. I have tested this across multiple browsers and devices with no success. Several of the websites features to manage loans are currently experiencing errors in XXXXXXXX XXXX. This ongoing technical failure has denied me access to a critical federal benefit, potentially impacting my financial stability, interest accrual, and credit status. I am concerned that this may result in an unnecessary delay or misplacement into forbearance or default status, despite my good-faith effort to comply with program requirements. I have documented the issue, including : Screenshots of the error pages, Dates and times of attempted access, Device and browser details used. To date, my attempts to contact customer service have not resolved the issue. I respectfully request that this matter be escalated, and that my application be processed manually or alternative submission options be provided while the technical issue is being addressed. If this issue is not promptly resolved, I may consider filing a formal complaint with the Consumer Financial Protection Bureau and/or seeking legal recourse for failure to provide access to federal benefits as governed by the Administrative Procedure Act. Thank you for your urgent attention to this matter. What do you think would be a fair outcome to your issue? Immediate Access or Manual Processing. Temporary Forbearance with No Penalty An interest-free administrative forbearance placed on your loans while the issue is resolved, without it affecting your IDR or PSLF eligibility. Formal Acknowledgment Which website were you on? XXXX I have been unable to manage my federal student loans for over XXXX months due to persistent technical issues with the StudentAid.gov website. The necessary tools and options to update or apply for loan management programssuch as Income-Driven Repaymentare either missing, nonfunctional, or inaccessible. As a result, I am being forcibly placed into a position of loan mismanagement through no fault of my own. This situation effectively denies me due process and access to critical federal resources, preventing me from taking responsible action on my loans. Furthermore, the website fails to offer a reliable method for filing complaints or obtaining support, which leaves me without a pathway to resolve the ongoing technical failures. These unresolved issues have now caused measurable harm to my ability to manage repayment and may result in unnecessary financial consequences if not addressed immediately. I have been denied access to the website in XXXXXXXX XXXX for over XXXX months. It is not just this feature. There are other features I have been unable to utilize as well.
Frequently Asked Questions
What is Complaint #14936434 about?
Complaint #14936434 was filed against Servicer Under Contract With Federal Student Aid regarding Student loan specifically about Struggling to repay your loan. It was received by the CFPB on 2025-07-28T12:00:00-05:00.
How did Servicer Under Contract With Federal Student Aid respond to this complaint?
The company responded with: "Untimely response". The response was not timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Servicer Under Contract With Federal Student Aid?
Yes, visit the Servicer Under Contract With Federal Student Aid company profile at readthecomplaint.com/company/servicer-under-contract-with-federal-student-aid to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.