Gov’t watchdog exposes FAFSA failures that left students struggling for aid

[LAUREN TAYLOR]

THE ROLLOUT OF THE NEW FREE APPLICATION FOR FEDERAL STUDENT AID, OR FAFSA, BY THE DEPARTMENT OF EDUCATION HAS BEEN RIDDLED WITH ISSUES, ACCORDING TO A REPORT FROM THE GOVERNMENT ACCOUNTABILITY OFFICE.

THE DEPARTMENT LAUNCHED THE UPDATED FAFSA MORE THAN THREE MONTHS LATE, HOPING TO MAKE THE FINANCIAL AID PROCESS EASIER FOR STUDENTS. BUT INSTEAD, THE FORM CAME WITH A LONG LIST OF TECHNICAL PROBLEMS—MANY OF WHICH STILL HAVEN’T BEEN RESOLVED. THE GAO REPORT IDENTIFIED 55 SPECIFIC DEFECTS, INCLUDING SERIOUS PROBLEMS FOR STUDENTS WHOSE PARENTS OR SPOUSES DON’T HAVE SOCIAL SECURITY NUMBERS, AND FOR THOSE BORN IN THE YEAR 2000.

THESE GLITCHES LED TO SIGNIFICANT DELAYS FOR FAMILIES. DEPENDENT STUDENTS, IN PARTICULAR, TOOK AN AVERAGE OF FIVE DAYS TO COMPLETE THE FORM. ON TOP OF THAT, NEARLY 75% OF CALLS TO THE DEPARTMENT’S SUPPORT CENTER WENT UNANSWERED DURING THE FIRST FIVE MONTHS OF THE ROLLOUT. FAFSA APPLICATIONS ALSO DROPPED BY 9%, ESPECIALLY AMONG LOWER-INCOME STUDENTS, MAKING IT EVEN HARDER FOR SOME TO ACCESS THE FINANCIAL AID THEY NEED.

CONCERNS PERSIST DESPITE THE DEPARTMENT ADDING STAFF AND COMMITTING TO BETTER PRE-TESTING. INVESTIGATORS AND LAWMAKERS QUESTION WHETHER THE DEPARTMENT HAS FULLY ADDRESSED THE OVERSIGHT AND TESTING ISSUES FROM THE INITIAL ROLLOUT.

GAO INVESTIGATORS CRITICIZED THE DEPARTMENT OF EDUCATION DURING A CONGRESSIONAL HEARING TUESDAY FOR RUSHING THE TESTING PROCESS AND FAILING TO COMMUNICATE WITH STUDENTS, WHICH LEFT MANY WITHOUT THE SUPPORT THEY NEEDED.

ONGOING TECHNICAL PROBLEMS AND DELAYS CONTINUE TO RAISE DOUBTS ABOUT THE RELIABILITY OF THE NEXT FAFSA CYCLE. ALTHOUGH THE DEPARTMENT HAS PROMISED IMPROVEMENTS FOR THE NEXT FAFSA CYCLE, IT’S ALREADY FACING ANOTHER DELAY, WITH THE NEW FORM EXPECTED BY DECEMBER 2025.

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