Where to Go for Help

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Finding Legal Assistance

There are organizations in every state and most communities which provide free legal help to people whose incomes fall below certain amounts.

Many of these programs are funded by the Legal Services Corporation (LSC). Borrowers can find out more by looking up LSC’s web site or by calling (202) 295-1500. To find out about legal services programs that are not funded by LSC, borrowers should check their local phone book or ask a local social services or consumer protection agency. LawHelp.org helps low and moderate income people find free legal aid referrals. Court clerks often have information about legal services programs as well.

All states have consumer protection agencies, listed here.

For consumer law problems, borrowers should also look up the National Association of Consumer Advocates (NACA) list of members. NACA’s list is divided by region and by area of practice. The members also rate their level of experience in different consumer areas. Contact NACA by calling (202) 452-1989 or check out the NACA website. Another helpful resource is The National Association of Consumer Bankruptcy Attorneys, which provides referral lists for local bankruptcy lawyers. Find out more by calling 202-331-8005.

Resources from the National Consumer Law Center

stud-loan-bookNCLC’s publication, Student Loan Law, is especially useful for attorneys and advocates representing student loan borrowers. NCLC also publishes a book for consumers and their advocates, Guide to Surviving Debt that includes general information about handling all types of debts, including student loan debt.

Assistance Within the Department of Education

Student Loan Ombudsman

The ombudsman office was created to help borrowers with difficult problems. 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., Mail Stop 5144, Washington, D.C. 20202-5144.

Department of Education Publications

The Department of Education publishes some very useful guides, including “Your Federal Student Loans: Learn the Basics and Manage Your Debt ” and “Funding Education Beyond High School.” The Guides are updated each year and are available in English and Spanish online or by calling the Federal Student Aid Information Center at 1-800-4-FED-AID.

Assistance from Guaranty Agencies and Lenders

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 check with the Department of Education ombudsman for more information.   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
      E-mail: bartini@asa.org

    • College Assist/Nelnet Guarantor Solutions

      Ombudsman: Germaine Terry
      Contact Information:
      Regular Mail: 3015 South Parker Road, Suite 400
      Aurora, CO 80014
      Phone: (303) 696-3598 (Direct line to ombudsman)
      E-mail: germaine.terry@college-assist.com

    • EDFUND/CSAC

      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
      Ombudsman@ecmc.org
      Regular Mail: ECMC
      Attn: Diane Zitur
      PO BOX 75906
      St. Paul, MN 55175

    • Great Lakes Higher Education Guaranty Corporation

      Ombudsman
      Regular Mail: Ombudsman
      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)
      E-mail: ombudsman@glhec.org

    • 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
      1755 Lake Cook Road
      Deerfield, IL 60015
      Phone: 800.899.4722
      Fax:847.831.8549
      E-mail: isac.studentservices@isac.illinois.gov

    • 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: ebrumback@kheaa.com

    • 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
      E-mail: FrommP@michigan.gov

    • Missouri Department of Higher Education

      Ombudsman: Marla Robinson
      P.O. Box 1469
      Phone: 800-473-6757
      Email: info@dhe.mo.gov
      Jefferson City, MO 65102-1469

    • National Education Servicing

      Ombudsman Contact: Tracy Kaufmann
      Mailing Address: 200 W. Monroe, Suite 700
      Chicago, IL 60606
      Phone: 800-345-4325, ext. 5189
      E-mail: tkaufmann@nationaled.net

    • National Student Loan Program

      Associate Ombudsman: Oscar Huapaya
      Mail Address: NSLP Ombudsman Office
      1300 O Street
      Lincoln, NE 68508
      Phone: 800-735-8778, ext. 6814
      ombudsman@nslp.org
      More information about NSLP Ombudsman.

    • NY State Higher Education Services Corporation

      Kristine Zaccardo
      Agency Ombudsman
      518-408-0004
      518-474-2839 (fax)
      e-mail: kzaccardo@hesc.org

    • Oklahoma College Assistance Program (OCAP)

      Ombudsman Contact: Kim Hetzler
      Mailing Address: P.O. Box 3000
      Oklahoma City, OK 73101-3000
      Phone: 800-247-0420 (toll free)
      E-mail: khetzler@ocap.org

    • Student Loans of North Dakota

      Compliance Officer: Char Feist
      Phone: 1-800-472-2166, extension 5753
      (701) 328-5753 (toll call)
      E-mail: cfeist@nd.gov

    • 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
      Mail Address: 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
      E-mail: mhansen@utahsbr.edu

Legislator Contacts

You might also try contacting your congressional representative or senator’s office for assistance. You can find their names and contact information on-line:

Comparing Student Loan Products

Helpful Information & Media Resources

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