September 22, 2023
how to get help from the student loan ombudsman

A scholar mortgage ombudsman is an unbiased, goal and neutral mediator. Their job is to assist scholar mortgage debtors resolve disputes. They’re impartial and don’t signify both get together within the dispute. 

Most lenders and mortgage servicers have their very own scholar mortgage ombudsmen. However the federal authorities has two ombudsmen as nicely. One federal ombudsman helps federal scholar mortgage debtors whereas the opposite works to resolve borrower disputes with personal lenders.

On this information, we’ll share tips about easy methods to resolve your scholar mortgage disputes by yourself earlier than you search further assist from a scholar mortgage ombudsman. We’ll additionally present the ombudsman contact info for the federal authorities and for a number of main lenders and servicers.

Most Frequent Scholar Mortgage Disputes

Many scholar mortgage points come up due to the complexity of the federal scholar mortgage system. With so many reimbursement plans to maintain monitor of, it may be tough for even probably the most competent of corporations to service federal loans successfully. That is exactly why some federal mortgage servicers have been dropping out.

However servicing points aren’t only a federal scholar mortgage drawback. Personal scholar mortgage lenders are definitely able to making errors too. No matter mortgage kind, the most typical scholar mortgage disputes embody:

  • Lacking mortgage funds or mortgage funds that weren’t utilized accurately
  • Incorrect mortgage stability
  • Errors involving curiosity
  • Deceptive, inaccurate, or incomplete info supplied to the borrower
  • Insufficient lodging for the borrower’s monetary scenario
  • Lack of mortgage reimbursement choices
  • Improper mortgage standing
  • Unlawful lender assortment actions
  • Errors in info supplied to credit score bureaus
  • Id theft
  • Issues brought on by the merging of two or extra servicers
  • Issues with high quality of customer support
  • Issues regarding necessities for mortgage forgiveness, mortgage discharge, deferments, forbearances, and reinstating reimbursement obligations after discharge
  • Makes an attempt to gather a scholar mortgage that was discharged in chapter
  • Issues associated to scholar mortgage consolidation or refinancing
  • Issues associated to scholar mortgage settlements
  • Confusion in regards to the distinction between federal and personal scholar loans (or forms of federal loans)

Generally mortgage balances which might be larger than anticipated might be for official causes like curiosity capitalization, unfavorable amortization, or late charges and assortment prices.

However inaccurate mortgage balances may also be brought on by mortgage servicer error in incorrectly making use of a cost or shedding a cost. Beneath, we focus on easy methods to resolve most of these points after they happen.

How To Resolve Scholar Mortgage Disputes On Your Personal

Before everything, keep calm. Coping with mortgage issues can get emotional. However attempt to keep away from having it have an effect on your interplay with the lender or mortgage servicer. Venting might make you’re feeling higher, however it doesn’t resolve your drawback. Don’t make threats. 

1. Make clear The Nature Of The Dispute

Begin by clarifying the character of the dispute. What precisely is the issue? What info are you able to present regarding the dispute? What’s your required final result? What are the obstacles to decision of your dispute?

2. Collect Data

It is useful to gather key details about your scholar loans. Questions you will wish to get the solutions to at this stage embody:

  • What’s the identify and get in touch with info for the lender and mortgage servicer? (In case you don’t know the identify of your lender or mortgage servicer, you’ll be able to typically discover this at or 
  • What’s the kind of mortgage?
  • Is it a federal or personal scholar mortgage?
  • What’s the rate of interest?
  • What’s the due date?

Maintain copies of documentation, comparable to payments, proof of cost (receipts, cancelled checks and financial institution statements displaying an automated switch), correspondence (letters and e mail messages), promissory notes, and different proof of your claims.

3. Contact Your Lender Or Mortgage Servicer

Attempt to resolve the dispute instantly together with your lender or mortgage servicer earlier than submitting a proper criticism. This is the contact info for the present federal scholar mortgage servicers:

There are two conditions while you may wish to name a unique quantity than those listed above. First, if the issue entails loss of life, incapacity, extreme sickness, or related monetary challenges, attempt calling the lender’s primary phone quantity and ask for his or her “compassionate evaluate” course of.

Second, when you’ve defaulted in your mortgage and also you’re coping with a collections company, the Default Resolution Group is the primary place to contact. You may get in contact with them at 1-800-621-3115

4. Doc The whole lot

Maintain notes of your conversations with the lender or mortgage servicer. Write down who you spoke with and the dates and occasions while you spoke with them, what was mentioned and what you had been advised. Any particulars regarding the nature of the issue can be useful.

If an settlement was reached, observe up in writing to substantiate the settlement. Ship letters with supply affirmation or by licensed mail, return receipt requested, so that you’ve proof of receipt.
Ask for a response inside an inexpensive period of time, comparable to inside just a few weeks. Most debtors obtain responses to their complaints inside two weeks.

When To Contact Your Lender’s Scholar Mortgage Ombudsman

In case you don’t get a response from the lender or mortgage servicer otherwise you’re not happy with the response, it might be time to contact a scholar mortgage ombudsman.

There are a number of several types of scholar mortgage ombudsmen. Begin with the lender’s personal ombudsman. Listed here are hyperlinks to the ombudsmen for a number of main lenders and mortgage servicers. 

The U.S. Division of Training operates a Feedback Center (1-800-433-3243) the place you’ll be able to submit complaints regarding federal scholar loans (and different federal scholar support) along with utilizing the ombudsman. 

It is best to attend just a few weeks after submitting a criticism earlier than shifting to the subsequent step of reaching out to a federal ombudsman. The lender might reply to the criticism and remove the necessity to escalate the difficulty.

When To Contact A Federal Scholar Mortgage Ombudsman

If working with the lender instantly or via its ombudsman fails to yield a decision, then flip to the federal or state ombudsman. The state ombudsman is often an workplace inside the state legal professional normal or state larger training company.

There are two federal ombudsmen — one for federal scholar loans and one for personal scholar loans. This is easy methods to contact them.

Federal Scholar Assist Ombudsman

The Federal Scholar Assist Ombudsman, also called the FSA Ombudsman, offers with Direct Loans, Federal Household Training Loans (FFEL), Federal Perkins Loans and different federal scholar support. They are often reached by phone at 1-800-433-3243 or by fax at 1-606-396-4821.

The FSA Ombudsman will analysis the issue and work with you and the lender, mortgage servicer or assortment company to resolve the dispute. They will:

  • Establish and consider choices for addressing your issues
  • Make clear the necessities for deferment, forbearance, cancellation and discharge
  • Clarify how curiosity, late charges and assortment prices work
  • Evaluation your mortgage cost choices

The FSA Ombudsman doesn’t have the authority to overturn choices of different entities. However, they’ve a powerful monitor file of success in resolving disputes. If mandatory, they may refer you to the suitable workplace or group and supply them with clear details about the character of the dispute

Personal Scholar Mortgage Ombudsman

The Personal Scholar Mortgage Ombudsman is supplied by the Shopper Monetary Safety Bureau (CFPB). You possibly can submit a complaint online or by calling 1-855-411-2372 (TDD 1-855-729-2372).

It may be useful to have a look at the CFPB’s consumer complaint database to see how related issues have been resolved. Seeing how different points have been addressed may aid you phrase your criticism in a approach that provides you the most effective probability of receiving a passable decision.

State-Primarily based Scholar Mortgage Ombudsman

Presently, 14 states and the District of Columbia have “Ombudsman”-type roles. These are often served by directors in monetary oversight departments inside varied states. This goes together with the numerous “Scholar Mortgage Invoice of Rights” that states have been passing.

Sometimes, these workplaces have shorter wait-times for help and may probably aid you get your scenario resolved.


Celina Damian, Scholar Mortgage Ombudsperson 

California Division of Monetary Safety & Innovation

(866) 275-2677

CA Department of Financial Protection & Innovation


Kelsey Lesco, Scholar Mortgage Ombudsperson 

Workplace of the Lawyer Normal

(702) 508-MySL (6975)

[email protected]

Colorado Office Of the Attorney General

District of Columbia

Ricardo Jefferson, Scholar Mortgage & Foreclosures Ombudsman

Division of Securities, Insurance coverage & Banking

(202) 727-8000

[email protected]

DC Student Loan Ombudsman


Michele Casey, Scholar Mortgage Ombudsman

Workplace of the Lawyer Normal


Illinois Attorney General Student Lending


William Lund, Scholar Mortgage Ombudsman

Bureau of Shopper Credit score Safety

(207) 624-8527

Attorney General Consumer Complaints


Sean McEvoy, Assistant Commissioner

Division of Labor, Licensing & Regulation

(410) 230-6077

Student Loan Ombudsman


Arwen Thoman, Scholar Mortgage Ombudsman

Workplace of the Lawyer Normal

(888) 830-6277

Student Loan Assistance


Betsy Talbot, Supervisor

Workplace of Larger Training 

(651) 259-3965

Office of Higher Education


Evelyn Castro, Scholar Mortgage Ombudsman

Workplace of Nevada State Treasurer

(888) 477-2667

Student Loan Ombudsman

New Jersey

Paulette Sibblies-Flagg, Scholar Mortgage Ombudsman

Division of Banking and Insurance coverage

(855) 411-2372

Student Loan Information

New York

Scott Ahrens, Scholar Mortgage Management Rep

(800) 342-3736

college [email protected]

Student Loan and Debt Relief Resources


Lane Thompson, Scholar Mortgage Ombuds

Division of Monetary Regulation

(800) 877-4894

Student Loan Help

Rhode Island

Scholar Mortgage Safety Heart

Workplaces of the Lawyer Normal and Normal Treasurer

(401) 274-4400

Student Loan Protection Center


Scott Kemp, Scholar Mortgage Advocate

State Council of Larger Training

(804) 786-2832

[email protected]

Student Loan Advising


Jessica Monteiro, Scholar Mortgage Advocate

Scholar Achievement Council

(833) 881-0397

[email protected] 

Student Loan Advocacy

Different Sources For Resolving Scholar Mortgage Disputes

In case you’ve adopted all the steps above and have not obtained a passable decision to your scholar mortgage criticism, you continue to have just a few choices. For a lot of debtors, their subsequent step ought to in all probability be to file a criticism with the FTC or Better Business Bureau (BBB)

U.S. Division of Veterans Affairs (VA). Veterans who’re attending or attended a university via the G.I. Invoice can file a criticism with the VA GI Bill Feedback System. Army spouses and dependents can even search assist via Military OneSource.

Airing your grievance via social media like Twitter and Fb can generally put public stress on the corporate to resolve your dispute. And, lastly, your member of Congress might be able to assist as they’ve aides who focus solely on serving to constituents resolve issues with the federal authorities.