Who is complaining aboutCan't repay my loan?
When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.
The CFPB does not verify every allegation in a complaint before publishing it.Consumer Financial Protection Bureau, Consumer Complaint Database. A complaint is a consumer's account of a problem; it is not a finding against the company.
“Can't repay my loan” is an issue label the CFPB no longer offers on its complaint form. 8,725 complaints carry it, received between 7 Mar 2012 and 21 Apr 2017.
Most were filed under the product “Student loan” (100%).
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Student loan | 8,725 | 100% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Can't decrease my monthly payments | 4,054 | 46.5% |
| Can't get flexible payment options | 3,241 | 37.1% |
| Can't temporarily postpone payments | 1,430 | 16.4% |
Which companies, with their size
Ordered by the number of complaints carrying this issue since 2011.
| Company (as named by the CFPB) | Complaints, all years | Share | Company size |
|---|---|---|---|
| Navient Solutions, LLC. | 4,868 | 55.8% | no public measure |
| AES/PHEAA | 840 | 9.6% | no public measure |
| SLM CORPORATION | 377 | 4.3% | no public measure |
| WELLS FARGO & COMPANY | 303 | 3.5% | $1.92tn assets |
| JPMORGAN CHASE & CO. | 265 | 3% | $4.09tn assets |
| DISCOVER BANK | 201 | 2.3% | no public measure |
| Nelnet, Inc. | 181 | 2.1% | no public measure |
| Genesis Lending | 145 | 1.7% | no public measure |
| ACS Education Services | 138 | 1.6% | no public measure |
| GREAT LAKES | 132 | 1.5% | no public measure |
| First Associates Loan Servicing LLC | 129 | 1.5% | no public measure |
| TRANSWORLD SYSTEMS INC | 105 | 1.2% | no public measure |
| KEYCORP | 76 | 0.9% | $189bn assets |
| CITIBANK, N.A. | 73 | 0.8% | $1.98tn assets |
| HIGHER EDUCATION STUDENT ASSISTANCE AUTHORITY (HESAA) | 57 | 0.7% | no public measure |
| MOHELA | 51 | 0.6% | no public measure |
| EXPERT GLOBAL SOLUTIONS, INC. | 50 | 0.6% | no public measure |
| PNC Bank N.A. | 35 | 0.4% | $610bn assets |
| ECMC GROUP, INC. | 30 | 0.3% | no public measure |
| CITIZENS FINANCIAL GROUP, INC. | 27 | 0.3% | $233bn assets |
| U.S. BANCORP | 24 | 0.3% | $706bn assets |
| Performant Financial Corporation | 22 | 0.3% | no public measure |
| EdFinancial Services | 20 | 0.2% | no public measure |
| ACCESS GROUP INC. | 20 | 0.2% | no public measure |
| Massachusetts Educational Financing Authority | 18 | 0.2% | no public measure |
| All other companies, including those not listed by name | 538 | 6.2% | — |
CFPB: “When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.” The CFPB does not verify every allegation in a complaint before publishing it. 7 of the 25 companies in this table have a public size measure. “No public measure” means the company could not be matched by name to a single institution in the FDIC, NCUA or HMDA files, not that it is small.
How companies responded
- Closed with explanation8,112 · 93%
- Closed with non-monetary relief314 · 3.6%
- Closed with monetary relief260 · 3%
- Closed36 · 0.4%
- All other categories3 · <0.1%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 6.6% | 31.6% |
| Closed with monetary relief | 3% | 0.5% |
| Responses marked timely | 99.2% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Can't repay my loan” mean?
It is one of the options a consumer selects on the CFPB complaint form to describe the problem. The label is the consumer's choice and is not checked by the Bureau. Sub-issues recorded under it include “Can't decrease my monthly payments”, “Can't get flexible payment options”, “Can't temporarily postpone payments”.
How many complaints carry this issue?
8,725, all received before 21 Apr 2017; the label is no longer offered.
Which products does it apply to?
“Student loan” (100%).
Does the CFPB verify complaints?
The CFPB does not verify every allegation in a complaint before publishing it. Counts on this page show what consumers reported, not what was found.
Provenance
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, bulk file downloaded 30 Sep 2026, complaints received through 30 Sep 2026. Only coded fields are used (company, product, sub-product, issue, state, dates, company response, timeliness); complaint narratives are never read, stored or shown. Complaints are published once the company responds or after 15 days, so the most recent two to three weeks are incomplete. Size measures: FDIC BankFind (report date 30 Jun 2026), NCUA call reports (30 Jun 2026), HMDA transmittal sheet (2025), Census Bureau population estimates (2025). All are US government works. Search the CFPB database · Methodology · Report an error.