Who Do You Contact if You Have Questions About Repayments?

Knowing where to turn for help when you have questions about your student loan repayment plans is crucial, whether you’re looking to lower your monthly payments, explore your loan forgiveness options, or simply figure out who manages your loan. 

But with multiple loan servicers, repayment plans, and assistance programs available, finding the right contact can be confusing. What’s more, reaching out to the wrong entity can lead to frustration, misinformation, and delays in getting the help you need. 

Here’s what we’ll cover:

• How to determine whether you have a federal or private student loan
• Who to contact for your repayment-related questions based on your loan type
• Additional support options you may need to ensure a smooth repayment process

Key Takeaways

• Identify your loan type (federal or private) to reach the right contacts.
• For federal loans, contact your assigned loan servicer or Federal Student Aid (FSA).
• Private loan borrowers should directly contact their lender or assigned servicer.
• If issues persist, seek help from the Federal Student Aid Ombudsman, CFPB, or legal experts.

Understanding Your Student Loan Type

Before reaching out for help with repayment, it’s important to establish whether you have a federal or private student loan. 

This is essential because federal and private loans are managed by separate entities, and have their own unique repayment options, customer service contacts, and assistance programs. 

Federal vs. Private Student Loans

• Federal Student Loans: These are issued by the U.S. Department of Education and serviced by contracted loan servicers. They offer benefits such as income-based repayment plans, loan forgiveness programs, and deferment or forbearance options.
  
• Private Student Loans: These are student loans provided by banks, credit unions, and other private lenders. Their repayment terms vary by lender and typically don’t offer federal benefits and protections like IDR plans and Public Service Loan Forgiveness (PSLF).

How to Confirm Your Loan Type

If you’re unsure whether you have a federal or private student loan, here’s how you can find out:

Step 1: Log into the Federal Student Aid (FSA) website 

If your loan appears in your account, it’s federal. If not, you likely have a private student loan.

Step 2: Check your credit report 

Private student loans won’t appear on the FSA website but will be listed on your credit report. You can also get a free credit report from AnnualCreditReport.com to help identify your loan provider.

Step 3: Review your loan statements

Check your monthly loan statements or original loan agreement for your lender’s name. If the indicated lender is a private bank or credit union, it’s a private loan. 

Once you determine your loan type, you can move forward with contacting the appropriate entity for repayment assistance. 

Who to Contact for Federal Student Loan Repayment Questions

If you have a federal student loan, the Department of Education and its contracted loan servicers handle loan repayments. Contacting the right servicer will help you save time and get accurate information about your repayment options. 

Here are some key contacts you should know:

The Federal Student Aid (FSA) Website and Helpline

This should be your first stop for any repayment-related questions. The FSA will provide detailed information about your student loans including:

• A breakdown of your loans, and your loan servicer’s name and contact information
• Information about your repayment plans, forgiveness programs, and forbearance and deferment options
• Tools like the Loan Simulator can help you compare different repayment plans. 

You can get in touch with the Federal Student Aid Information Center (FSAIC) at:

• Telephone: 1-800-433-3243
• Email: customerservice@studentaid.gov 
• Live chat directly on studentaid.gov

Your Federal Loan Servicer

A federal loan servicer is a private company contracted by the government to handle the billing, repayment plans, and customer support for student borrowers. 

If you have any repayment questions about your loan, your loan servicer should be your primary point of contact. 

To find your servicer:

• Log into your FSA account and check your loan details
• Look at a recent loan statement or check for emails from your servicer. 

Here are the current federal loan servicers and their contact information:

Federal Student Loan Ombudsman Group

In the event of any disputes and complex repayment issues you’re unable to resolve with your servicer, you can escalate your case to the Federal Student AId Ombudsman Group. 

This is an entity set up specifically to help federal student loan borrowers navigate and resolve disputes related to loan balances, payment processing errors, or servicer misconduct. You can get in touch with the Student Loan Ombudsman Group at:

• Phone: 1-800-433-3243
• Online: https://studentaid.gov/feedback-center/ 

Who to Contact for Private Student Loan Repayment Questions

Private student loans are issued by banks, credit unions, and other private lenders. As such, these loans are not managed by the Department of Education and their repayment options and servicers vary depending on your lender. 

Here’s who you should contact if you have questions or issues about your private student loan repayments:

Your Private Loan Servicer

Your loan servicer refers to the company that handles your payment processing and provides customer support. If you’re unsure who your loan servicer is, you can:

• Check your loan statements to find your servicer’s name and contact information.
• Review your credit report for free on AnnualCreditReport.com

However, if your servicer isn’t listed, check your loan documents or contact your original lender for information. 

Consumer Financial Protection Bureau (CFPB) and State Regulators

In case you have trouble resolving an issue with your private loan servicer, you can escalate your concerns by filing a complaint with the CFPB or your state’s financial regulator.

If you believe you are being misled about loan terms or are struggling with private debt, you can also consult:

• A student loan lawyer – for help navigating loan disputes and settlement negotiations
• A nonprofit organization such as the National Foundation for Credit Counseling (NFCC) for financial guidance. 

Employer and School-Based Assistance Programs

If you are currently employed, you can check with your HR department to see if your company offers any form of student loan repayment benefits or tuition assistance. 

Alternatively, you can check with your school’s financial aid office, which may offer some guidance on your loan repayment, especially if you’ve recently graduated. 

For Questions About Your Repayment Options

Unlike federal loans, private lenders set their own repayment terms. As such, if you’re struggling with your loan payments, you can ask your lender about:

• Alternative repayment plans: Some lenders offer interest-only payments and extended repayment plans in some situations. 
• Temporary hardship options: Some private lenders allow for loan deferment and forbearance if you’re facing financial difficulties.
• Refinancing opportunities: if your credit has improved, refinancing your loan could lower your interest rates and monthly payments. 

Additional Resources for Private and Federal Student Loan Borrowers

Beyond loan servicers and government agencies, there are additional resources available to help you navigate your student loan repayment. From financial counseling and legal assistance, to help resolving disputes, these organizations can provide valuable support.

Financial Advisors Specializing in Student Loans

If you are struggling to navigate the complex student loan repayment process, have a high debt balance, or have difficulty with loan repayments, a certified student loan professional or agency such as Student Loan Professor can provide personalized assistance. 

They can help you find and secure the best loan repayment deals, optimize your repayment strategy, minimize interest, explore forgiveness programs, and help you get on your way back toward financial freedom. 

Legal Help for Loan Disputes

Sometimes you may need legal assistance with your student loan repayment process. For example, if you believe you’ve been misled about your loans, are facing aggressive collection, or need legal assistance for any other loan-related issue.

A student loan lawyer can help with these issues. Here’s where to find legal assistance:

• The National Association of Consumer Advocates (NACA) can help you find a qualified attorney to navigate any student loan-related legal issues.
• Your state attorney general’s office can also assist with student loan-related complaints. 

Get the Help You Need Navigating Your Student Loan Repayments Today

Navigating the student loan repayment process doesn’t have to be overwhelming—you just need the right information. Whether you have a federal or private student loan, with the right support, you can stay on track, lower your payment, and avoid costly mistakes. 

Thankfully, you don’t have to figure it all out on your own. At Student Loan Professor, we’ll help you understand your options, maximize your savings, and secure the best repayment strategy. 

Whether you’re exploring forgiveness options, refinancing, or just need expert guidance, we’re here to help. Get in touch with us today to take control of your student loan repayment and secure a smarter financial future.