Student Loan Ombudsman

Ombudsman=someone who is on your side trying to help with whatever problems you may have; a complaint or grievance person who, with some special training and knowledge, can get to the heart of the matter and help.For student loans, 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.

Department of Education Publications

“Your Federal Student Loans: Learn the Basics and Manage Your Debt ” and “Funding Education Beyond High School” are very useful guides put out by the Department of Education. 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

Do your research – an ombudsman is someone in your corner, but the organizations do not actively advertise that. Ask directly if they have an ombudsman to work with you.

Below is a partial list of guaranty agency and lender resources. 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. Be prepared. You can get help, but it comes faster if you know your facts and can breeze through the application.

Get Student Loan

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. If your loan holder is not listed here, contact them and pointedly ask if they have an ombudsman to help you.

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

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

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

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.

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

You can get help. These are just a few of the many resources you can find, but you have to be diligent, resourceful, and don’t give up. Student loans are not forgiven, so if you run into trouble or are overwhelmed you have no choice but to solve your own problem. Get creative, be persuasive, and get it done.

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