Loan Holder Escalated Customer Service and Ombudsman Contacts for Consumers

See Conduent

Office of Ombudsman
500 W. Monroe, Suite 28
Chicago, IL 60661
312-651-1400

Alabama Commission on Higher Education
100 North Union Street, Suite 782
Montgomery, AL 36104-3758
(334) 242-1998
info@ache.edu

See also: Kentucky Higher Education Assistance Authority (KHEAA)

P.O. Box 110505
Juneau, AK 99811-0505
800-441-2962
ACPE@Alaska.gov

See Pennsylvania Higher Education Assistance Agency (PHEAA)

information@asa.org

See: ECMC

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

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

Ascendium Education Group, Inc. & Affiliates
38 Buttonwood Court
Madison, WI 53718

(800) 331-2314
ombudsman@ascendiumeducation.org

P.O. Box 523
Madison, MS 39130

First Contact for Borrowers
(800) 489-5005

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

Terry Washington
(605) 373-7991

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

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

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

See Educational Credit Management Corporation (ECMC)

120 North Seven Oaks Drive
Knoxville, TN 37922

Heather Ryder

866-847-0149 ext. 5343

CustomerResolutionsUnit@edfinancial.com

 

Misty Hamilton

866-847-0149 ext. 5304

CustomerResolutionsUnit@edfinancial.com

111 South Washington Avenue
Suite 1400
Minneapolis, MN 55401

Referral Contact
Ombudsman@ecmc.org

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

2082 East Exchange Place, Suite 220
Tucker, GA 30084

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

See Georgia Higher Education Assistance Corporation

425 South Whitley Drive
Fruitland, ID 83619

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

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

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

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

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

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

633 Spirit Drive
Chesterfield, MO 63005-1243

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

2500 Broadway
Helena, MT 59620-3101

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

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

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

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

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

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)

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

Compliance Department
4 Barrell Court
Concord, NH 03301

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

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

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

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

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

P.O. Box 14103
RTP, NC 27709

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

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

P.O. Box 18145
Oklahoma City, OK 73154

FFELP Customers
(800) 456-6752

FFELP Borrowers
(800) 456-6752

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

Contact
aesombudsman@aessuccess.org

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

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 Loans of North Dakota
1200 Memorial Hwy
Bismarck, ND 58504

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

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

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

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

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

REFER INTAKE CALLERS TO: (800) 331-2314

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

>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

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