They were getting closer to student-loan forgiveness. Then their progress was stripped away.

Christina Quinones was two payments away from reaching the threshold for student-loan forgiveness.

She’d spent nine years and 10 months pursuing Public Service Loan Forgiveness, which forgives student debt for government and nonprofit workers after 10 years of qualifying payments. Quinones, who works in a Texas school district, was looking forward to the relief she believed was coming soon.

Then she got a letter from her servicer this summer: her 118 qualifying payments were decreased to 98, tacking on nearly two more years to her path to loan forgiveness.

“I was just shy of two payments,” the 42-year-old said. “What happened?”

Ayelet Sheffey…

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