U.S. Department of Education Student Loan Ombudsman
The ombudsman office was created to help borrowers with difficult problems. The ombudsman’s web site is incorporated into the Studentaid.gov website. Borrowers can submit problems online. The toll-free phone number is 877-557-2575 and the fax number is 202-275-0549; the mail address is U.S. Department of Education, FSA Ombudsman, 830 First Street, N.E., Washington, D.C. 20202-5144.
Consumer Financial Protection Bureau (CFPB) Student Loan Ombudsman
The CFPB has an online form that you can use to tell them about complaints with private student lenders or about servicers and collectors of all types of student loans. The CFPB says that it will assist all borrowers experiencing problems taking out a private student loan, repaying their private student loan, or managing a student loan that has gone into default and may have been referred to a debt collector.
The CFPB website also includes other tools to help borrowers understand their student loan options.
Guaranty Agency and Lender Assistance
Many guaranty agencies and lenders have their own ombudsman or customer service offices. Some of these agencies do not publicize these services very well and you will have to ask to find out whether they exist.
Below is a partial list of guaranty agency and lender resources. These are agencies that agreed to list their information on this site. If your loan holder is not on this list, you should still check to see if they have an ombudsman or customer advocate unit. If you do not know which agency is holding your loan, you should also be able to get this information from the National Student Loan Data System.
The agencies prefer that you first try to resolve your problem with the representative from their company or from a collection agency that has already contacted you. The ombudsman will get involved if these initial efforts are unsuccessful. You should only call one of these programs if they hold your loan.
American Student Assistance
Ombudsman: Grace Bartini Phone: 1-800-999-9080 ext. 4512
College Assist/Nelnet Guarantor Solutions
Ombudsman: Germaine Terry
Regular Mail: 3015 South Parker Road, Suite 400 Aurora, CO 80014
Phone: (303) 696-3598 (Direct line to ombudsman)
Contacts: Melissa Dumas, Phone: (866) 847-0149, ext. 5355 or
Amy Rickels, Phone: (866) 847-0149, ext. 5384
Fax: (865) 692-6341
120 North Seven Oaks Drive, Knoxville, TN 37922
The California Student Aid Commission (CSAC) transferred its student loan portfolio, which was serviced by EdFund, to ECMC. (see ECMC information below).
Educational Credit Management Corporation (ECMC)
Diane Zitur ECMC Ombudsman 651-325-3015
Regular Mail: PO Box 16408
St. Paul, MN 55116-0408
In addition to EDFUND/CSAC (Calif) ECMC has the guarantees for Oregon, Virginia and Connecticut.
Great Lakes Higher Education Guaranty Corporation
P.O. Box 7859
Madison, WI 53707-7859
Phone: (866) 486-7140 (toll free)
(608) 246-1485 (toll call)
Fax: (800) 749-8537 (toll free)
Higher Education Student Assistance Authority (HESAA)
E. H. Stewart, Jr. Compliance Officer/Ombudsman
4 Quakerbridge Plaza P. O. Box 549 Trenton, NJ 08625-0549
(609) 588 – 3351
(609) 588 – 2427 FAX
Illinois Student Assistance Commission
Ombudsman: Sue Kenik and Christine Shields
1755 Lake Cook Road Deerfield, IL 60015
Kentucky Higher Education Assistance Authority
Ombudsman: Elaine Brumback Regular Mail: KHEAA Ombudsman PO Box 798 Frankfort, KY 40602 Phone: 800-928-8926, ext. 67278 E-mail: firstname.lastname@example.org
Michigan Guaranty Agency
Ombudsman: Pat Fromm
Mail Address: Michgan Guaranty Agency Attn: Pat Fromm/Ombudsman
PO Box 30047 Lansing, MI 48909
Phone: 800-MGA-LOAN (642-5626) Ext. 36076
Missouri Department of Higher Education
Ombudsman: Marla Robertson
P.O. Box 1469
Jefferson City, MO 65102-1469
National Education Servicing
Ombudsman Contact: Tracy Kaufmann
200 W. Monroe, Suite 700 Chicago, IL 60606
Phone: 800-345-4325, ext. 5189
National Student Loan Program
NSLP Ombudsman Office
1300 O Street Lincoln, NE 68508
Phone: 800-735-8778 ext. 6411.
E-mail: email@example.com for more information about NSLP Ombudsman.
NY State Higher Education Services Corporation
Oklahoma College Assistance Program (OCAP)
Contact: Kim Hetzler
P.O. Box 3000 Oklahoma City, OK 73101-3000
Phone: 800-247-0420 (toll free)
Rhode Island Higher Education Assistance Authority
Acting Interim Director of Program Administration
Account Resolution Department
560 Jefferson Blvd/Suite #100
Warwick, RI 02886
800-922-9855 ext.#3 Toll-Free
Customer Advocate Unit More information about Sallie Mae Customer Advocate Unit, including how to contact the Unit.
Student Loans of North Dakota
Operations and Compliance Manager
Student Loans of ND
Texas Guaranteed Student Loan Corporation
Ombudsman: Luanne Dodge Phone: 1 800 252-9743 extension 4502
More information about TGSLC ombudsman.
Utah Higher Education Assistance Authority
Ombudsman: Michelle Hansen
Utah Higher Education Assistance Authority
The Board of Regents Bldg., The Gateway 60 S. 400 West
Salt Lake City, UT 84101
Phone: (801) 321-7225