Donald Knierim planned his retirement around student-loan forgiveness.

He spent most of his career designing financial data systems for major companies. At the age of 60, he took a pay cut and moved to the public sector, working for Metra, Chicago's commuter railway. His primary draw to the job was lower stress, and an added bonus was that it qualified for the Public Service Loan Forgiveness program, which erases student debt for government and nonprofit workers after 10 years.

Knierim had a $62,000 balance remaining on the student loans he took out to send his kids to college. If all went according to plan, a decade at Metra would wipe that clean.

In November 2025, the now-71-year-old logged on to his Federal Student Aid dashboard. It read "Congratulations! You've satisfied your obligation, and no additional payments are required for this loan." That tracked — Knierim said he had never missed a payment, always verifying that his payments were counting toward his forgiveness progress. So he put in his notice and retired.

Months later, he received an update: 15 payments that had previously counted toward forgiveness were changed to "non-qualifying." The notice said his payments were below the amount required under his income-driven repayment plan, but did not specify the proper amount. That means he has at least another year and a half of payments — about $470 monthly — to achieve PSLF.

"If I have to restore that payment, it's going to put my wife and me in a bad situation," Knierim said. "We're too tight in retirement to be shelling out money for stuff that we can't afford."

Since 2023, Business Insider has heard from student-loan borrowers whose loan forgiveness was rescinded. Over the past few months, issues with PSLF have become more widespread, with borrowers reporting challenges in receiving accurate payment counts. Some had their payments toward forgiveness removed after the Department of Education said it was correcting accounts following Biden-era coding errors.

An Education Department spokesperson said that the agency "remains committed to ensuring that every qualifying payment is properly credited to a borrower's account."

Knierim said that even if he could land a new public service job, he wouldn't be able to take it. Caring for his wife, who is facing serious health issues, is a full-time job. He has reached out to his servicer and filed multiple complaints with Federal Student Aid, requesting his payments to be returned to a qualifying status. Meanwhile, he has not made the new payments his servicer said were due, which has lowered his credit score by more than 200 points. He recently received a notice that his account is delinquent and at risk of default, putting him at risk of seizure of federal benefits, like the Social Security he relies on to stay afloat.

Now, he's asking for the initial communication he received from his student-loan servicer to be honored.

"I thought I was done, they gave me that notification that I was done, and then they clawed it back," Knierim said. "I didn't know where that came from, or what to do."

An error-riddled student-loan forgiveness program

There are a few reasons a borrower might get their PSLF notices rescinded. An internal Education Department memo from 2023, reviewed by Business Insider, said that servicer MOHELA erroneously discharged loans for 64 student-loan borrowers "due to inadequate staff training." The memo recommended that MOHELA send notices to affected borrowers explaining what had happened.

In 2023, one borrower received a notice that his loans had been discharged under PSLF. Nine months later, he received a notice that the forgiveness was a mistake, and his payments were restarted. Between those two notices, the borrower said he had bought a home and paid for his son's preschool. The reversal required him to reconfigure his family's budget.

More recently, the Trump administration removed some PSLF borrowers' qualifying payments, with the Education Department citing Biden-era code errors that "resulted in inaccurate payment counts for some borrowers."

Bonnie Latrielle, an official in the Education Department's Federal Student Aid office under former President Joe Biden, said PSLF errors often arise during communication between the Education Department and servicers; servicers report qualifying PSLF payments to the department, and the department matches that information with a borrower's employment records to determine if the borrower is PSLF eligible.

"Those are all things that are outside of the borrower's control," Latrielle said.

Knierim said his servicer told him that some of the payments he made toward the Temporary Expanded PSLF program — a Biden-era program that allowed payments previously deemed ineligible to count toward forgiveness — did not qualify because they were below the required amount. He said he did not receive any further explanation as to why his payment amounts did not qualify, despite following his servicer's guidance on reaching forgiveness.

"I have a flawless payment history," Knierim said. "I have never missed a payment, and I paid what they told me to pay."

From relief to repayment

The Education Department has a "stated policy of holding borrowers harmless," Latrielle said, and borrowers have the right to submit complaints to the department's ombudsman if they have been harmed by their servicer.

However, amid staffing cuts in the department as part of the Trump administration's plan to dismantle the agency, it has stopped monitoring servicer performance and routine borrower complaints. Latrielle said a growing number of states have student-loan ombudsmen and a borrower bill of rights, offering resources and protections for borrowers within the state. Borrowers can also file lawsuits against their servicer if it violates state law, Latreille said.

Knierim, with the help of his daughter, an attorney, sent a letter to his servicer offering to pay the shortfall in his monthly payments. He said the letter was never acknowledged. He does not want to resume payments or switch repayment plans if doing so could further complicate his progress toward forgiveness. Still, his account is also inching toward default, and finding a resolution is becoming more urgent.

In September, eight state student-loan ombudsman offices, including those from Massachusetts, California, and Illinois, where Knierim lives, sent a letter to the Education Department and congressional leaders calling for stronger oversight of PSLF. They cited an example of a public service worker who had more than the required number of payments for forgiveness, but his progress tracker was reset to zero.

"Borrowers have received no clear explanations for individual reductions, making it difficult to verify the accuracy of the new totals, even though these retroactive adjustments can delay forgiveness by years," the letter said.

Knierim is still searching for clarity on where his student-loan forgiveness stands. He said he recently spoke with a Federal Student Aid representative who told him that a "reconsideration request" for the payment denial is in progress. That process could take up to two months, Knierim said he was told, and in the meantime, he's seeking to put his loans on forbearance until he gets a final answer.

"I kept getting different answers," Knierim said. "I can't go back and work. I have no recourse here."

Have a story to share about student loans? Contact this reporter at asheffey@businessinsider.com.

• Los Tacos No. 1 came under fire on social media after receiving a private equity investment.
• Some fans feared the beloved New York City Tijuana-style taco chain would lose its iconic flavor.
• The chain's CEO told Business Insider they will scale cautiously, preserving quality and low prices.

Christian Pineda, CEO and cofounder of Los Tacos No. 1, couldn't fall asleep.

He was caught in a scroll of enraged social media posts. The storm of customer indignation followed news last month that the beloved New York City taco chain had received an investment from the private equity firm TSG Consumer. The internet seemed convinced their favorite carne asada and adobada tacos would lose their quality, and Pineda had not expected the reaction.

To remedy the situation, he said he felt it was his duty to address his customers directly. He woke up at 4:30 the next morning to clear the air.

"No, we're not going to start charging extra for guac. We're not switching to horse meat. And no, we're definitely not messing with the tacos," read the Instagram post published September 4.

"I wanted to keep it simple, honest, and comical too at the same time," Pineda told Business Insider. "I saw it as inspiring, honestly, to really prove our customers wrong — that private equity is not always bad."

Colin Welch, managing director and head of New York at TSG Consumer, said the backlash among some underscored what TSG saw in the taco business to begin with: a "cultlike following" customer base protective of the food, and an experience that made Los Tacos a "New York institution."

"It's our responsibility to show those skeptics that it's going to be exactly the same Los Tacos experience, and that nothing's going to change for the worse," Welch said. "We got to show them, not tell them, and that'll happen over time."

The PE firm, founded in 1986 and with $14 billion in assets under management, also has investments in food names Pura Vida Miami, Crumbl, and Dutch Bros Coffee. TSG declined to disclose the terms of the deal or the amount it paid for its investment in or stake in Los Tacos No. 1, which opened in 2013.

Welch said the firm plans to let Pineda and his team run the show, while TSG will provide guidance on future expansion. He pointed to Pura Vida Miami, a lifestyle café chain founded in Miami. It grew from locations in two states to seven since TSG announced its minority stake in 2025.

Pineda said the chain focused on finding an investor that would allow Los Tacos No. 1 to scale in a "cautiously smart" way. With 10 locations in Manhattan and a sister location, Los Mariscos, at Chelsea Market, the taco chain wants to continue expanding into other boroughs and markets. It's looking to open a new location in Brooklyn before the end of the year, and another three new locations are planned to open in 2027.

The PE investment comes after 13 years of growth in New York City — a journey that began with three architects and the search for a good taco.

Selling an experience

Pineda and his co-founders, Tyler Sanders and Kyle Cameron, moved from California to New York City in 2010. They lived together in a one-bedroom apartment in the West Village, where Pineda and Sanders, both architects, spent days knocking on doors to find jobs. They found jobs, but there was one thing they could not find wherever they looked — a good taco.

The three men had been raised on Tijuana-style tacos. Pineda was born in San Diego but was raised between there and Tijuana, where his parents are from. Meanwhile, Sanders and Cameron were born in Brawley, California, a city near the border with Mexicali.

Thus, the "No ticket, No taco" order model was born. Customers get a ticket from the cashier, and then have to find and give it to one of the many "taqueros," or cooks, working at once. They can then give the taquero specific instructions for their tacos and watch them prepare the food in front of them. The interactive experience is designed to induce an organized chaos, brought to life by Mexican folk music in the background as the staff speaks in Spanish among themselves.

Growing and scaling a business in NYC

It's no secret that the Big Apple is expensive, and as the cost of living increases, so do expenses for businesses like Los Tacos No. 1.

Since they opened, annual revenue has grown by around 30% each year, and they currently serve about 1,200 customers per day, with an average check of about $20, Pineda said.

In recent months, the expenses that have increased the most are beef, limes, avocados, and tomatoes, Pineda said. Beef prices were 5.9% higher in August 2026 than in August 2025, and they are forecast to increase a total of 9.4% this year, according to the US Department of Agriculture.

To adjust to these increases, the chain keeps other expenses "tight, lean and sustainable," and will not raise prices or cut quality because of a temporary spike, Pineda said. To keep up, the business has to "be efficient in everything else," Pineda said.

"Our idea was always you need to have the best taco and the cheapest taco," Pineda said. "Our carne asada started at $3.50 in 2013. Now our carne asada tacos are $5.95 after 13 years, so we take pride in that."

Pineda sees the new partnership with TSG Consumer as an opportunity to grow the company while preserving its quality, and maybe going public one day, debuting by ringing the opening bell on a stock exchange.

"We want to be in a room where we're with people who have done 100, 200, 1,000 locations. We haven't done that," he said. "We partner up with them because of their knowledge and the people that they've worked with, the brands that they've helped with — a big goal has been if we can ring the bell — that'd be amazing."

There’s nothing like walking into a pub and sitting down at an empty stool where your regular order awaits you. You have been seen; it’s a singular feeling of camaraderie and community. Club 2101, a dive bar in Oakland California, opens around 8 am each day. For The Oaklandside, Azucena Rasilla profiles a 16-hour-day in the life of the 80-year-old haunt, a story as colorful as the dedicated regulars who frequent the establishment, many of them captured in evocative photos by Sarahbeth Maney.

Another regular, Steve Powell, puts on the jukebox’s first song of the day, Stevie Ray Vaughan’s “Texas Flood,” and just as Vaughan’s guitar solo builds, another Breakfast Club member walks in: 71-year-old Kurt Meyer. Perez says Meyer had a health scare a few months ago; Perez is happy to see Meyer get back to his routine of hanging out with the crew. 

By 11:30 a.m., the ice chest is in need of a refill and the bar starts to settle down. There are about a dozen people inside, some playing pool, others chatting or reading the newspaper. A few attentively watch the horse races now playing on the TV screens.

George is the first of the early morning crew to call it quits and catch the bus home. Winn and Altamonte follow shortly after. 

“All of these regulars are not just customers,” Perez says. “They are friends and family.”

In this edition: loving a killer; GRASE under fire; the marvelous mundane; Texas on two wheels; and the man who would be T. rex king.

He dresses up for his labor of love, always wearing a white shirt, a silk tie, and a blue four-pocket French work coat as he documents Nashville, Tennessee, moment-by-moment behind the lens of his Leica. Ray Di Pietro started photographing people and events in the city nine years ago and uses precise composition and framing to tell the story of the city and its people.

Di Pietro’s inspiration comes from a surprising place. Andy Warhol, one of his favorite artists (he has several authentic Warhol works), kept a meticulous record of how he spent his days for the 10 years leading up to his death. In 1989, the pop artist’s secretary-turned-collaborator, Pat Hackett, published the notes in a book called The Andy Warhol Diaries.

Warhol, of course, was famously obtuse and provocative. But stories of the flash and dash of the artist’s fame — the crazy parties at The Factory, Warhol’s legendarily debauched, silver foil-papered studio and clubhouse — weren’t necessarily what interested Di Pietro about the conceit. Nor did Warhol’s habit of recording appointments or expenses of the day, including doctors visits, meals, even the price of cab rides. Di Pietro admires Warhol as an accidental historian who documented global figures while recording his daily routine, whether his subjects were Jimmy Carter and the empress of Iran or Mick Jagger and Lou Reed. “He’s writing world history without knowing that it’s world history,” Di Pietro marvels.