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
Adtalem Global Education
Office of Ombudsman
500 W. Monroe, Suite 28
Chicago, IL 60661
312-651-1400
Alabama Commission of Higher Education
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)
Alaska Commission on Postsecondary Education (ACPE)
P.O. Box 110505
Juneau, AK 99811-0505
800-441-2962
ACPE@Alaska.gov
American Education Services (AES)
See Pennsylvania Higher Education Assistance Agency (PHEAA)
American Student Assistance (ASA) (GA)
information@asa.org
See: ECMC
Americorps (Corporation for National Service)
Headquarters Office
1201 New York Avenue, N.W.
Washington, DC 20525
Contact
(202) 606-5000
website: americorps.gov
Ascendium Education Solutions (Formerly Great Lakes Higher Education Guaranty Corporation)
Ascendium Education Group, Inc. & Affiliates
38 Buttonwood Court
Madison, WI 53718
(800) 331-2314
ombudsman@ascendiumeducation.org
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
Heather Ryder
866-847-0149 ext. 5343
CustomerResolutionsUnit@edfinancial.com
Misty Hamilton
866-847-0149 ext. 5304
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)
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
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