Student Questions:

1
Session 8
Student Questions Beyond 1-800-4FEDAID
Debra Wiley Ombudsman Federal Student Aid
2
A Review of

• Service-Specific FSA resources for
  students/families
• Federal Student Aid Ombudsman
• Questions and problems
• How Federal Student Aid resolves and learns from
  inquiries

3
ServiceSpecific Resources for Students and
Families

• National Student Loan Data System (NSLDS)
• Borrower Services
• Borrowers Services Collections
• Direct Loan (DL) Servicing Center
• Direct Loan Consolidation
• Conditional Disability Discharge Unit (CDDU)

4
Federal Student Aid Ombudsman

• Authorized by Higher Education Act 1998
  Amendments
• Available after trying other avenues
• Comprehensive research, review, and resolution

5
(No Transcript)
6
Questions and Problems Presented Common Themes

• Procedural How do I?
• Informational Where do I?
• Interpretive Does this mean?
• Exploratory What can I do?
• Special Request What can you do?

7
For example

• What is the status of my application?
• When, how,and with whom do I consolidate?
• Who holds my loans now? (defaulted loan
  questions)
• Can you immediately change my address, name,
  etc.?
• How do I apply for aid?

NSLDS 1-800-999-8219
8
For example

• Why is my loan in default?
• How do I rehabilitate my loan?
• How can I make affordable repayments?
• Can I settle this debt by making a payment of ?
• Why are my federal taxes, wages being offset or
  garnished?

Borrower Services Collections 1-800-621-3115
9
For example

• Did you receive my payment can I change my
  payment?
• How can I defer/postpone payments?
• When do I begin repayment?
• What is income contingent repayment?
• What is my account balance?

Direct Loan Servicing 1-800-848-0979
Direct Loan Servicing 1-800-848-0979
10
For example

• What is the status of my application?
• Have my loans been paid off yet?
• Did I get the lower interest rates by
  consolidating?
• What are the benefits of consolidating?
• What are the differences between FFEL and DL
  consolidation?

Direct Loan Consolidation 1-800-557-7392
11
For example

• What must I do to get a loan(s) discharged?
• What is acceptable income documentation?
• Can I change my disability date?
• Why did you reinstate my loan?
• Why am I not 100 disabled for ED, but I am at SSA

CDD Unit 1-888-869-4169
12
and issues reaching the Ombudsman
FSA Ombudsman 1-877-557-2575

• Loan Cancellation/Discharge
• Account Balance
• Repayment plans/amounts
• Consolidation
• Default

13
What do the students and families expect in
contacting FSA?

• Accuracy of information
• Consistency in responses to similar questions
• Specificity to their situation
• Timeliness

14
How does FSA resolve and learn from the questions
and problems?

• Listen to specific needs
• Coordinate responses
• Analyze for themes across units
• Collaborate on communication strategies

15
How does FSA learn from the questions and
problems?

• Unit and enterprise reporting
• Customer satisfaction surveys
• Customer Service Review Board
• Event-response coordination
  ex. Hurricane
  Katrina/Rita/Wilma

16
Results Sharing

• Internal and External
• with Institutions, Lenders, Guaranty Agencies,
  and Other Partners
• Create a feedback loop to improve quality of
  printed material, web messaging, self-service
  options, and direct customer interface
• Your questions and comments are part of the
  feedback loop

17
Contact the different units at

• NSLDS 1-800-999-8219
• Borrower Services
• Borrower Collections 1-800-621-3115
• DL Servicing 1-800-848-0979
• DL Consolidation 1-800-557-7392
• CDD Unit 1-888-869-4169
• FSA Ombudsman 1-877-557-2575

18
Questions? ..Thank you!

• Debra Wiley
• Ombudsman, Federal Student Aid
• United States Department of Education
• Telephone [phone]
• E-mail fsaombudsmanoffice_at_ed.gov, or
  debra.wiley_at_ed.gov