FSA states they have no payment count for me!

Should FSA be able to see my IDR payment count?
They looked for it and said they don’t have my payment counts. They directed me to call my servicer.
The FSA representative also had a headset that did not work and I could only hear every other word.
I called my servicer who told me that is “very scary” because they should have an accurate count at FSA. I have over 300 payments. They told me to call FSA back.
When I called FSA back, I got another representative who also had a defective headset so that it was difficult to hear. They told me they don’t have the IDR payment counts at FSA. Should FSA have my payment counts?
I am hoping for forgiveness and waiting as I have well over 300 payments.