If you have issues with your student loans, you may be able to resolve them by contacting your lender or loan servicer’s complaint department. If your problem is not resolved, you can then try to get help from federal and state advocates and ombudsman, depending on your issue.
- U.S. Department of Education Student Loan Ombudsman
- Consumer Financial Protection Bureau (CFPB) Student Loan Ombudsman
- State Student Loan Ombudsperson or Advocates
- Guaranty Agency and Lender Assistance
U.S. Department of Education Student Loan Ombudsman
If you have a complaint about problems with your federal student loans or your loan servicer, you can submit a complaint to the Department of Education online here: https://studentaid.gov/feedback-center/login/complaint. You can submit a complaint without logging into your FSA account, but it may take longer for your complaint to be reviewed.
If your complaint is not resolved, or if you have other difficult problems with your federal student loans, you can also contact the Department of Education Student Loan Ombudsman Group. The Ombudsman Group is a neutral, informal, and confidential resource to help you resolve complaints about your federal student loans.
If you already submitted a complaint online, you can log in to your FSA account and request to have the the Ombudsman Group contact you to follow up about your complaint. You can also contact the Ombudsman Group by phone, mail and fax, using the contact information below:
- Phone
1-877-557-2575 - Mail
U.S. Department of Education
FSA Ombudsman Group
P.O. Box 1854
Monticello, KY 42633 - Fax
606-396-4821
For more information about the Ombudsman Group, visit the Department of Education’s website here: https://studentaid.gov/feedback-ombudsman/disputes/prepare#how-contact.
Consumer Financial Protection Bureau (CFPB) Student Loan Ombudsman
If you have complaints about your private student loans, your federal loan servicers, or student loan debt collectors, you can submit complaints to the CFPB. 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 website also includes other tools to help borrowers understand their student loan options. If you have additional questions, you can also call the CFPB at 1-855-411-2372.
State Student Loan Ombudsperson or Advocates
Several states across the county have a Student Loan Ombudsperson or Student Loan Advocates. These state officials are a dedicated resource committed to providing information that is critical to many student loan borrowers.
California
Celina Damian, Student Loan Ombudsman
Department of Financial Protection & Innovation
1-(866)-275-2677
Ask.DFPI@DFPI.ca.gov
https://dfpi.ca.gov/student-loan-servicing-program/student-loans/
Colorado
Kelsey Lesco, Student Loan Ombudsperson
Office of the Attorney General
702-508-6975
studentloans@coag.gov
coag.gov/resources/studentloans/
District of Columbia
Ricardo Jefferson, Student Loan & Foreclosure Ombudsman
Department of Securities, Insurance & Banking
(202) 727-8000
dcloanhelp@dc.gov
disb.dc.gov/studentloanhelp
Illinois
Office of the Attorney General
Student Loan Helpline
1-(800)-455-2456
www.illinoisattorneygeneral.gov/
Maine
Stephanie Roux, Student Loan Ombudsman
Bureau of Consumer Credit Protection
(207) 624-8527
cons.credit@maine.gov
Stephanie.Roux@maine.gov
www.credit.maine.gov/
Maryland
Student Loan Ombudsman
Office of the Commissioner of Financial Regulation
1-888-784-0136
studentloan.ombudsman@maryland.gov
www.dllr.state.md.us/finance/consumers/frslombud.shtml
Massachusetts
Arwen Talbot, Student Loan Ombudsman
Attorney General’s Office
Student Loan Assistance Unit
1-(888)-830-6277
www.mass.gov/forms/submit-a-student-loan-help-request
Minnesota
Betsy Talbot, Manager
Office of Higher Education
(651) 259-3965
betsy.talbot@state.mn.us
www.ohe.state.mn.us/
New Jersey
N.J. Department of Banking and Insurance
(800)-446-7467
www.state.nj.us/dobi/consumer.htm#banking
www.state.nj.us/dobi/division_consumers/finance/studentloan/index.html
New York
NYS Department of Financial Services
1-(800) 342-3736
students@dfs.ny.gov
www.dfs.ny.gov/consumers/student_protection
Nevada
Evelyn Castro, Student Loan Ombudsman
Office of Nevada State Treasurer
1-888-477-2667
nvigate.gov/programs/ombudsman/
SLO@nevadatreasurer.gov
Oregon
Lane Thompson, Student Loan Ombuds (she/they)
Oregon Division of Financial Regulation
1-888-877-4894
DFR.bankingproducthelp@dcbs.
https://dfr.oregon.gov/help/student-loan-help/Pages/index.aspx
Rhode Island
Attorney General’s Office
401-274-4400
https://studentloanrightsri.com/submit-complaint/
https://studentloanrightsri.com/
Virginia
Scott Kemp, Student Loan Advocate
State Council of Higher Education
804-786-2832
studentloan@schev.edu
www.schev.edu/studentloan
Washington
Stephanie Sampedro, Student Loan Advocate
Student Achievement Council
833-881-0397
loanadvocate@wsac.wa.gov
www.wsac.wa.gov/
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. 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 by logging into your account on StudentAid.gov. If you do not yet have an online account, you can create one.
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.
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American Student Assistance
[Ombudsman inquiries handled by Educational Credit Management Corporation]
111 South Washington Avenue, Suite 1400 Minneapolis, MN 55401
Phone: 651-325-3015
E-mail: Ombudsman@ecmc.org -
Ascendium Education Group, Inc. & Affiliates
- Ascendium Education Group, Inc. & Affiliates
38 Buttonwood Court
Madison, WI 53718
Phone: (866) 486-7140
E-mail: ombudsman@ascendiumeducation.org
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College Assist/Nelnet Guarantor Solutions
Regular Mail: P.O. Box 82561 Lincoln, NE 68501-2561
Phone: (888) 486-4722
E-mail: nelnetcustomersolutions@nelnet.netSince November 1, 2015, College Assist support services have changed from Nelnet Guarantor Solutions to Educational Credit Management Corporation (ECMC).
111 South Washington Avenue, Suite 1400 Minneapolis, MN 55401
Phone: 651-325-3015
E-mail: Ombudsman@ecmc.org -
Edfinancial Services
Contact: Misty Hamilton
120 North Seven Oaks Drive, Knoxville, TN 37922
Phone: (866) 847-0149, ext. 5304 or (865) 342-5355
Fax: (865) 692-6341
Email: mhamilton@edfinancial.com -
EDFUND/CSAC
The California Student Aid Commission (CSAC) transferred its student loan portfolio, which was serviced by EdFund, to ECMC.
111 South Washington Avenue, Suite 1400 Minneapolis, MN 55401
Phone: 651-325-3015
E-mail: Ombudsman@ecmc.org -
Educational Credit Management Corporation (ECMC)
111 South Washington Avenue, Suite 1400 Minneapolis, MN 55401
Phone: 651-325-3015
E-mail: Ombudsman@ecmc.org -
Finance Authority of Maine (FAME) Ombudsman
The Finance Authority of Maine (FAME) transferred its student loan portfolio to ECMC.
111 South Washington Avenue, Suite 1400 Minneapolis, MN 55401
Phone: 651-325-3015
E-mail: Ombudsman@ecmc.org -
Great Lakes Educational Loan Services, Inc.
Contact Escalation
PO Box 7860
Madison, WI 53707
Phone: (866) 348-0708
Fax: (866) 451-1183
E-mail: greatlakesservicingombudsman@glhec.org -
Higher Education Student Assistance Authority (HESAA)
Regular Mail: P.O. Box 549 Trenton, NJ 08625
Contact: Gregory Foster, Esq., Compliance Officer/Ombudsman
Phone: (609) 588-3300 ext. 1220
FAX: (609) 588-2427
Email: Gregory_Foster@hesaa.orgOR
Contact: Rita Larkin, Assistant Compliance Officer/Ombudsman
Phone: (609) 588-3351
FAX: (609) 588-2427
Email: Rita_Larkin@hesaa.org or rlarkin@hesaa.org -
Illinois Student Assistance Commission
Ombudsman: Sue Kenik
1755 Lake Cook Road Deerfield, IL 60015
Phone: (800) 477-4411 x 18633
Fax: (847) 831-8549
E-mail: sue.kenik@isac.illinois.gov -
Kentucky Higher Education Assistance Authority
Ombudsman: Elaine Brumback
Regular Mail: KHEAA Ombudsman PO Box 798 Frankfort, KY 40602
Phone: (502) 696-7278 or (877) 593-6608
E-mail: ebrumback@kheaa.com -
Louisiana Office of Student Financial Assistance (LOSFA) Ombudsman
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[Ombudsman inquiries handled by Educational Credit Management Corporation]
111 South Washington Avenue, Suite 1400 Minneapolis, MN 55401
Phone: 651-325-3015
E-mail: Ombudsman@ecmc.org -
Michigan Guaranty Agency
Ombudsman: Tom Trudgeon
Mail Address: 7285 Parsons Drive, Lansing, MI 48821
PO Box 30047 Lansing, MI 48909
Phone: (800) 642-5626 (toll free) or (517) 373-1243
Fax: (517) 241-0155
E-mail: trudgeont@michigan.gov
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MOHELA
Contact: Gwen Abernathy
Mail: 633 Spirit Drive Chesterfield, MO 63005-1243
Phone: (636) 733-3700 ext. 4466
Fax: (636) 787-2606
Email: gwendolyna@mohela.com
Formal request -
National Student Loan Program
NSLP Ombudsman Office
1300 O Street
P.O. Box 85207
Lincoln, NE 68501-2507
Phone: (800) 735-8778 ext. 6380
Fax: 402.479.6762
E-mail: ombudsman@nslp.org for more information about NSLP Ombudsman. -
Navient
Office of the Customer Advocate
P. O. Box 4200
Wilkes-Barre, PA 18773-4200
Email: advocate@navient.com
Phone: 888-545-4199 (toll free)
Website -
Northwest Education Loan Association (NELA) Ombudsman
NELA loans were were transferred to Ascendium Education Solutions.
Ascendium Education Group, Inc. & Affiliates
38 Buttonwood Court
Madison, WI 53718
Phone: (866) 486-7140
E-mail: ombudsman@ascendiumeducation.org -
NY State Higher Education Services Corporation
Cori Biviano, Agency Ombudsman
Regular Mail: 99 Washington Avenue, 13th Floor Albany, NY 12255
Phone: (518) 408-0004 or (866) 387-6123
Fax: 518-474-2839
Email: ombudsman@hesc.ny.gov
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Oklahoma College Assistance Program (OCAP)
[Ombudsman inquiries handled by Educational Credit Management Corporation]
111 South Washington Avenue, Suite 1400 Minneapolis, MN 55401
Phone: 651-325-3015
E-mail: Ombudsman@ecmc.org -
Rhode Island Higher Education Assistance Association (RIHEAA) Ombudsman
The Rhode Island Higher Education Assistance Association (RIHEAA) transferred its student loan portfolio to ECMC.
111 South Washington Avenue, Suite 1400 Minneapolis, MN 55401
Phone: 651-325-3015
E-mail: Ombudsman@ecmc.org -
Sallie Mae
Office of the Customer Advocate
P. O. Box 3349
Wilmington, DE 19804-4349
Phone: (855) 342-2014
FAX: (855) 826-1069Customer Advocate Unit More information about Sallie Mae Customer Advocate Unit, including how to contact the Unit.
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Student Loans of North Dakota
Wally Erhardt, Private Loan Contact
1200 Memorial Hwy
Bismarck, ND 58504
Phone: (701) 328-5654
E-mail: werhardt@nd.gov
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Trellis Company (formerly Texas Guaranteed Student Loan Corporation)
Contact: John Seibert
Trellis Ombudsman
P.O. Box 83100
Round Rock, TX 78683-3100
Phone: (800) 252-9743; ext. 4782 or (512) 219-4782
Fax: (512) 336-6520
Email: john.seibert@tgslc.org
More information about Trellis Company Ombudsman
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United Student Aid Funds (USAF) Ombudsman
USAF loans were transferred to Ascendium Education Solutions, Inc.
Ascendium Education Group, Inc. & Affiliates
38 Buttonwood Court
Madison, WI 53718
Phone: (866) 486-7140
E-mail: ombudsman@ascendiumeducation.org -
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
E-mail: mhansen@utahsbr.edu
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