The accusations are focused on issues related to the PHEAA's handling of federal student loan contracting services. (studentloans.net)
If a single servicer were to receive all new federal student loan contracts moving forward, then that means that there's no incentive for them to provide decent customer service to borrowers (because you have nowhere to turn, unless you want to refinance your federal student loans in the private loan marketplace). (studentdebtwarriors.com)