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Student Loan Ombudsmen
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The Federal Student Aid Ombudsman Group of the U.S. Department of Education is dedicated to helping resolve disputes related to Direct Loans, Federal Family Education Loan (FFEL) Program loans, Guaranteed Student Loans, and Perkins Loans. The Ombudsman Group is a neutral, informal, and confidential resource to help resolve disputes about your federal student loans. Before contacting the Ombudsman Group, be sure to follow the Department’s recommendations to resolve problems with your student loan yourself. If you have tried to resolve the problems with your loan but have not been able to, get prepared before seeking the Ombudsman Group’s help. Once you are prepared, fill out an online form in order to receive assistance from the Ombudsman Group. You can also contact them through the post office, phone or fax.


U.S. Department of Education
FSA Ombudsman Group
830 First Street, N.E., Mail Stop 5144
Washington, DC 20202-5144
Phone: (877) 557-2575
Fax: (202) 275-0549


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. 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 be able to retrieve 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

Grace Bartini
(800) 999-9080 Ext. 4512
bartini@asa.org

College Assist/Nelnet Guarantor Solutions
Germaine Terry
3015 South Parker Road, Suite 400
Aurora, CO 80014
(303) 696-3598
germaine.terry@college-assist.com

Edfinancial Services
Melissa Dumas, (866) 847-0149, Ext. 5355
Amy Rickels, (866) 847-0149, Ext. 5384
120 North Seven Oaks Drive
Knoxville, TN 37922

EDFUND/CSAC
The California Student Aid Commission (CSAC) transferred its student loan portfolio, which was serviced by EdFund, to ECMC

Educational Credit Management Corporation (ECMC)*
Diane Zitur
P.O. Box 16408
St. Paul, MN 55116-0408
(651) 325-3015
Ombudsman@ecmc.org

*In addition to EDFUND/CSAC (California) ECMC has the guarantees for Oregon, Virginia and Connecticut.

Great Lakes Higher Education Guaranty Corporation
Ombudsman
P.O. Box 7859
Madison, WI 53707-7859
(866) 486-7140 OR (608) 246-1485
ombudsman@glhec.org

Higher Education Student Assistance Authority (HESAA)
E. H. Stewart, Jr.
4 Quakerbridge Plaza
P.O. Box 549
Trenton, NJ 08625-0549
(609) 588-3351

Illinois Student Assistance Commission
Sue Kenik and Christine Shields
1755 Lake Cook Road
Deerfield, IL 60015
(800) 899-4722
isac.studentservices@isac.illinois.gov

Kentucky Higher Education Assistance Authority
Elaine Brumback
P.O. Box 798
Frankfort, KY 40602
(800) 928-8926, Ext. 67278
ebrumback@kheaa.com

Michigan Guaranty Agency
Pat Fromm
P.O. Box 30047
Lansing, MI 48909
(800) 642-5626, Ext. 36076
FrommP@michigan.gov

Missouri Department of Higher Education
Marla Robertson
P.O. Box 1469
Jefferson City, MO 65102-1469
(800) 473-6757
info@dhe.mo.gov

MOHELA
Paul Voigt
(636) 733-3700, Ext. 3465
PaulV@mohela.com

National Education Servicing

Tracy Kaufmann
200 W. Monroe, Suite 700
Chicago, IL 60606
(800) 345-4325, Ext. 5189
tkaufmann@nationaled.net

National Student Loan Program
NSLP Ombudsman Office
1300 O Street
Lincoln, NE 68508
(800) 735-8778, Ext. 6411
ombudsman@nslp.org

NY State Higher Education Services Corporation
Kristine Zaccardo
(518) 408-0004
kristine.zaccardo@hesc.ny.gov

Oklahoma College Assistance Program (OCAP)

Kim Hetzler
P.O. Box 3000
Oklahoma City, OK 73101-3000
(800) 247-0420
khetzler@ocap.org

Rhode Island Higher Education Assistance Authority
Tom Pearce
Acting Interim Director of Program Administration
Account Resolution Department
560 Jefferson Blvd., Suite 100
Warwick, RI 02886
(401) 736-1120 OR (800) 922-9855, Ext. 3
accountresolution@riheaa.org

Sallie Mae
More information can be found about the Sallie Mae Customer Advocate Unit, including how to contact the Unit.

Student Loans of North Dakota
Char Skjonsby
(701) 328-5753
cskjonsby@nd.gov

Texas Guaranteed Student Loan Corporation
Luanne Dodge
(800) 252-9743, Ext. 4502
More information about TGSLC ombudsman

Utah Higher Education Assistance Authority
Michelle Hansen
The Board of Regents Bldg.
The Gateway
60 South 400 West
Salt Lake City, UT 84101
(801) 321-7225
mhansen@utahsbr.edu

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