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Loan Holder Escalated Customer Service and Ombudsman Contacts for Consumers

Please note if your loan holder is not on this list, they have not provided us with, or do not have, an escalated customer service area. You should contact the ED Ombudsman in this situation. If you are aware of any updates to this list, please let us know.

ACS

See Conduent

Alabama Commission of Higher Education

See Kentucky Higher Education Assistance Authority (KHEAA)

Alaska Commission on Postsecondary Education (ACPE)

P.O. Box 110505
Juneau, AK 99811-0505

First Contact
Heather Carlton
Customer Service Supervisor
(907) 465-6761
FAX: (907) 465-5316
heather.carlton@alaska.gov

American Education Services (AES)

See Pennsylvania Higher Education Assistance Agency (PHEAA)

American Student Assistance (ASA) (GA)

100 Cambridge Street, Suite 1600
Boston, MA 02114

First Contact
Kevin Fudge
Director of Consumer Advocacy and the Ombudsman
(617) 728-4649
kfudge@asa.org

Americorps (Corporation for National Service)

Headquarters Office
1201 New York Avenue, N.W.
Washington, DC 20525

Contact
(202) 606-5000
website: americorps.gov

Chase Student Loans (formerly known as CFS-SunTech)

P.O. Box 523
Madison, MS 39130

First Contact for Borrowers
(800) 489-5005

CIT Inc. (Previously Xpress Loan Servicing (Education Loan Servicing Corporation)

Contact
Brendan Pryor
(973) 597-2111
FAX: (973) 597-2070
brendan.pryor@cit.com

Citibank

Terry Washington
(605) 373-7991

College Loan Corporation

10100 West Charleston Blvd.,
Suite 130
Las Vegas, NV 89135

Russ Theriault
Director of Compliance
(702) 777-8405
rtheriault@collegeloan.com

Conduent

501 Bleecker Street
Utica, NY 13501

E-mail request to the Resolution Management Group – rmg@conduent.com
Samantha Hazeltine
Phone/Fax: (315) 738-2224

For FFEL Division: (315) 738-2209

Mailing address for borrowers
P.O. Box 7051
Utica, NY 13504-7051

Perkins Division

First Contact
Casey Heneghan
(315) 738-2216
FAX: (315) 738-2470
casey.heneghan@xerox.com

Backup
Customer Service: (800) 826-4470

Private Loan/Fraud Division
First Contact: email request to the Resolution Management Group – rmg@conduent.com

Connecticut Student Loan Foundation (GA)

See Educational Credit Management Corporation (ECMC)

EdFinancial Services, LLC

120 North Seven Oaks Drive
Knoxville, TN 37922

Melissa Dumas Compliance Analyst
(865) 342-5355
(866) 847-0149 ext. 5355
Fax: (865) 692-6341
mdumas@edfinancial.com

Educational Credit Management Corporation (ECMC) (Transitional Guaranty Agency-TGA) (GA) (TSAC) (EdFund/CSAC, CT, OSAC, VA, SCSEAA)

111 South Washington Avenue
Suite 1400
Minneapolis, MN 55401

Referral Contact
Ombudsman@ecmc.org

Florida Dept. of Education Office of Student Financial Assistance (FLOSFA) (GA)

325 W. Gaines Street, Suite 1325
Tallahassee, FL 32399

Lou Anne Standley
Senior Educational Program Director
(850) 245-1983
FAX: (850) 488-5966
louanne.standley@fldoe.org

Georgia Higher Education Assistance Corporation (GA)

2082 East Exchange Place, Suite 220
Tucker, GA 30084

Contact
Pat Hairston
Manager, Compliance
GHEAC Ombudsman
(770) 724-9150
FAX: (770) 724-9093

Georgia Student Finance Commission (GSFC)

See Georgia Higher Education Assistance Corporation

Great Lakes Educational Loan Services, Inc.

Borrower Services Contact
(800) 236-4300
Email: BorrowerServices@glhec.org

Escalated Contact for Borrowers and Ombudsman Specialist:
(866) 348-0708
FAX: (866) 451-1183
greatlakesservicingombudsman@glhec.org

Great Lakes Higher Education Corporation and Affiliates

2401 International Lane
Madison, WI 53704-3192
General Borrower Services Contact: (800) 236-4300
General Defaulted Borrower Contact: (866) 348-0715
www.mygreatlakes.org

Great Lakes Higher Education Guaranty Corporation (GA)

First Contact
General Defaulted Borrower Contact: (866) 348-0715

Idaho Student Loan Finance Association

425 South Whitley Drive
Fruitland, ID 83619

Midge Ofdenkamp
(206) 357-3581
FAX: (208) 452-7132
midgeo@slfaloan.com

Illinois Student Assistance Commission

1755 Lake Cook Road
Deerfield, IL 60015-5209

Susan Kenik
Manager, Lender Services
(800) 477-4411 x18633
FAX: (847) 831-8549
Sue.Kenik@isac.illinois.gov

Kentucky Higher Education Assistance Authority (KHEAA) (GA)

P.O. Box 798
Frankfort, KY 40602

Elaine Brumback
Ombudsman
(502) 696-7278
FAX: (502) 696-7230
ebrumback@kheaa.com

BORROWER CONTACT: (877) 593-6608

Massachusetts Educational Finance Authority (MEFA)

160 Federal Street, 4th Floor
Boston, MA 02110

PRIVATE LOAN CONTACT
Zarah Masales-Tringali, Director of Portfolio Servicing
(617) 993-3004
Fax: (216) 370-9136

Michigan Guaranty Agency (GA)
P.O. Box 30047
Lansing, MI 48909

For overnight mailing
7285 Parsons Drive, Lansing, MI 48821
Toll Free Number: (800) 642-5626

First Contact
Tom Trudgeon
(517) 373-1243
FAX:(517) 241-0155
trudgeont@michigan.gov

Michigan Guaranty Agency (GA)

P.O. Box 30047
Lansing, MI 48909

For overnight mailing
7285 Parsons Drive, Lansing, MI 48821

TOLL FREE NUMBER: (800) 642-5626

First Contact
Tom Trudgeon
(517) 373-1243
FAX: (517) 241-0155
trudgeont@michigan.gov

Missouri Department of Higher Education (GA)

205 Jefferson Street,
P.O. Box 1469
Jefferson City, MO 65102-1469

Marla Robertson
Senior Associate for Borrower Services
(573) 751-1791
(800) 473-6757
FAX: (573) 751-6635
marla.robertson@dhe.mo.gov

Missouri Higher Education Loan Authority (MOHELA)

633 Spirit Drive
Chesterfield, MO 63005-1243

Gwen Abernathy
MOHELA
Customer Advocacy Team Specialist
(636) 733-3700 ext. 4466
gwendolyna@mohela.com

Montana Guaranteed Student Loan Program (GA)

2500 Broadway
Helena, MT 59620-3101

Ted Broderick
(406) 444-6594
FAX: (406) 444-1869
tbroderick@montana.edu

Morgan-Chase, J.P.

900 Stewart Avenue, 5th Floor
Garden City, NY 11530

Annemarie Detommaso
(516) 745-3255
FAX: (516) 745-4556
annemarie.detommaso@chase.com

National Student Loan Program (NSLP)

1300 O Street
P.O. Box 82507
Lincoln, NE 68501-2507

For Borrowers: (800) 735-8778 ext. 6380

Navient (Servicer for non-defaulted borrowers only)

Office of the Customer Advocate
P.O. Box 4200
Wilkes-Barre, PA 18773-4200

First Contact
FOR BORROWERS WHO HAVE NOT TALKED WITH NAVIENT CUSTOMER SERVICE:
(888) 272-5543

FOR BORROWERS WHO HAVE TALKED WITH NAVIENT CUSTOMER SERVICE:
(888) 545-4199
advocate@navient.com

General Information about the defaulted loan: (866) 291-4403
Disputes anything about loan: (888)-545-4199

REFERRAL FOR DEFAULTED BORROWER’S ONLY: (800-331-2314)

NELNET, Inc.

For Direct Loan and TPD Inquiries See United States Department of Education, ED-Nelnet

Attn: Solutions Center
121 S. 13th Street
Lincoln, NE 68508

For Borrowers
Nelnet Customer Service Phone: (888) 486-4722
Nelnet Website: www.nelnet.com
Nelnet Customer Email Address: nelnetcustomersolutions@nelnet.net

Private Loan Inquiries
Christy Phillips, Director, Client Services
Phone: (402) 458-2284
Email: Christy.phillips@nelnet.net

New Hampshire Higher Education Assistance Foundation (NHHEAF) (GA)

Compliance Department
4 Barrell Court
Concord, NH 03301

(603) 227-5380
FAX: (603) 227-5380
ombudsman@NHHEAF.org

New Jersey Higher Education Student Assistance Authority (GA)

P.O. Box 549
Trenton, NJ 08625

First Contact
Gregory Foster, Esq.
Compliance Officer/Ombudsman
(609) 588-3300 ext. 1220
FAX: (609) 588-2427
Gregory_Foster@hesaa.org

Back Up
Rita Larkin
Assistant Compliance Officer/Ombudsman
(609) 588-3351
FAX: (609) 588-2427
Rita_Larkin@hesaa.org or rlarkin@hesaa.org

New Mexico Student Loan Guarantee Corporation

P.O. Box 92230
Albuquerque, NM 87199-2230

First Contact
Beth Leeway
(800) 279-3070 ext.1366
FAX:(505) 344-3631
leewayb@nmstudentloans.org

New York State Higher Education Services Corporation (GA)

99 Washington Avenue, 13th Floor
Albany, NY 12255

First Contact
Cori Biviano
Agency, Ombudsman
(518) 408-0004
(866) 387-6123
FAX: (518) 474-2839
ombudsman@hesc.ny.gov

PRIVATE LOAN CONTACT
Cheryl Fisher
Supervising Attorney
(518) 474-5592
Cheryl.fisher@hesc.ny.gov

North Carolina State Education Assistance Authority (GA)

P.O. Box 14103
RTP, NC 27709

Contact
Sharon Grubb
Director of Administration
(919) 248-4672
Fax: (919) 248-6672
sgrubb@ncseaa.edu

Oklahoma College Assistance Program (GA)

P.O. Box 3000
Oklahoma City, OK 73101-3000

For overnight deliveries
Oklahoma College Assistance Program
655 Research Parkway, Ste., 200
Oklahoma City, OK 73104

Contact
Jaime Shelton
Sr. Regulatory Compliance Specialist
(405) 234-4281
FAX: (405) 234-4586
jshelton@ocap.org

Oklahoma Student Loan Authority

P.O. Box 18145
Oklahoma City, OK 73154

FFELP Customers
(800) 456-6752

FFELP Borrowers
(800) 456-6752

Pennsylvania Higher Education Assistance Agency (PHEAA) (GA)

American Education Services (AES)
1200 North 7th Street
Harrisburg, PA 17102

Contact
aesombudsman@aessuccess.org

Back Up
Toll Free: (800) 443-0646, option 6

Sallie Mae (Servicer for non-defaulted borrowers only) (New Private Loans)

Office of the Customer Advocate
P.O. Box 3349
Wilmington, DE 19804-4349

First Contact
FOR BORROWERS WHO HAVE NOT TALKED WITH SALLIE MAE CUSTOMER SERVICE
(800) 472-5543

FOR BORROWERS WHO HAVE TALKED WITH SALLIE MAE CUSTOMER SERVICE
customeradvocate@salliemae.com or (855) 563-5633

Student Loan Guaranty Foundation of Arkansas (GA) (Great Lakes HEC)

Student Loans of North Dakota
1200 Memorial Hwy
Bismarck, ND 58504

Private Loan Contact
Wally Erhardt
Director
(701) 328-5654
werhardt@nd.gov

Texas Guaranteed Student Loan Corporation (GA)

First Contact
John Seibert
Ombudsman
(800) 252-9743; ext. 4782
(512) 219-4782
FAX: (512) 336-6520
john.seibert@tgslc.org

The Education Resources Institute (TERI)

31 St. James Avenue, Suite 950
Boston, MA 02116

Private Loan Contact
Amy W. Bizar
Senior Vice President and General Counsel
(617) 535-6843
Fax: (617) 422-8843
bizar@teri.org

United States Department of Education

ED-Aspire
see ED-MOHELA

ED-Cornerstone
Report New Issues: CSOmb@mycornerstoneloan.org

Please direct all inquiries to the following telephone number:
(801) 321-7138

ED-ECSI (Perkins Loans)

Intake Listing (used by our call center reps)
ECSI (Perkins Loans)

FOR BORROWERS: (866) 313-3797

Borrower Payment Address:
Department of Education
ECSI
P.O. Box 105765
Atlanta, GA 30348-5765

Borrower Correspondence Address:
ECSI Federal Perkins Loan Servicer
P.O. Box 1030
Coraopolis, PA 15108

Ombudsman Specialist Listing
ECSI (Perkins Loans)

FOR BORROWERS: (866) 313-3797

Borrower Payment Address:
Department of Education
ECSI
P.O. Box 105765
Atlanta, GA 30348-5765

Borrower Correspondence Address:
ECSI Federal Perkins Loan Servicer
P.O. Box 1030
Coraopolis, PA 15108

ED-HESC/EdFinancial

First Contact for Ombudsman Specialists
Email request to: CustomerResolutionsUnit@edfinancial.com

ED-FedLoan Servicing

Escalated Contact Line for Borrowers and Ombudsman Specialists
(717) 720-7605
FAX: (717) 720-1637
Escalated@myfedloan.org

**When you reach the voicemail at FedLoan, please leave the case number, account number and a brief descriptions of the case.

ED-Granite State
For Borrowers: (888) 556-0022 or (603) 227-5321
dlcustomerservice@gsmr.org

ED-Great Lakes
Borrowers Service Contact: (800) 236-4300
BorrowerServices@glhec.org

Escalated Contact for Borrowers and Ombudsman Specialist
(866) 348-0708
FAX: (866) 451-1183
GreatLakesServicingOmbudsman@glhec.org

ED-MOHELA

FOR BORROWERS

First Contact:
Taylor Johnson
Customer Advocacy Team Specailist
(636) 733-3700 ext. 2489
FAX: (866) 222-7060

Back Up:
Deanna Washington
Customer Advocacy Team Specialist
(636) 733-3700 ext. 4999
FAX: (866) 222-7060
DeAnnaC@mohela.com

ED-Navient
Office of the Customer Advocate
888-545-4199
advocate@navient.com

ED-Nelnet (ED-VSAC)

For Borrowers
Nelnet Customer Service Phone
(888) 486-4722

Nelnet Website: www.nelnet.com
Nelnet Customer Email Address: nelnetcustomersolutions@nelnet.net

TPD Related Inquiries
For Borrowers
Nelnet TPD Servicer Phone
(888) 303-7818

Nelnet TPD Website: www.disabilitydischarge.com
Nelnet TPD Servicer Customer Email: disabilityinformation@nelnet.net

ED-OSLA
Direct Lending Borrowers:
(866) 264-9762

Mary Anne Evans
Customer Service Support Supervisor
(405) 556-9232
maevans@osla.org

ED-VSAC
See ED-Nelnet

Office of the Inspector General (OIG)
Inspector General’s Hotline
400 Maryland Ave., SW
Washington, DC 20202-1510
Toll Free: (800) 647-8733
E-mail: oig.hotline@ed.gov

Ombudsman Group
830 First Street, N.E.-Mail Stop 5144
Washington, DC 20202-5144
General (202) 377-3881
Toll Free: (877) 557-2575
FAX: (202) 275-0549

United Student Aid Funds

See Navient Solutions Post Claim Assistance) (GA)
9998 Crosspoint Boulevard, Suite 310
Indianapolis, IN 46206-3307

REFER INTAKE CALLERS TO: (800) 331-2314

Utah Higher Education Assistance Authority (GA)

Board of Regents Building, The Gateway
60 S 400 West
Salt Lake City, UT 84101-1284

First Contact
Michelle Hansen
Manager of Claims Review
(801) 321-7225
FAX: (801) 366-8429
mhansen@utahsbr.edu

Vermont Student Assistance Corporation

>DEFAULTED FFEL and Private Loan BORROWERS
P.O. Box 2000
Winooski, VT 05404-2601

First Contact
Rose Bean
Manager, Claims and Collections
(802) 542-2278
bean@vsac.org

NON-DEFAULTED FFEL and Private Loan BORROWERS
P.O. Box 999
Winooski, VT 05404-2601

First Contact
Pam Sevigny
Assistant Director, Customer Service
(802) 542-2350
sevigny@vsac.org

Wells Fargo/Wachovia Educational Financial Services

301 East 58th Street, North
Sioux Falls, SD 57104-0422

BORROWER CONTACT
Customer Service (800) 835-4611
Website: www.acs-education.com

PRIVATE LOAN CONTACT
Jasmine McMaster
Customer Advocacy, AVP Client Services
Tele: (605) 575-4379
Fax: (866) 479-0667
jasmine.McMaster@wellsfargo.com