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

See: Navient

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

See: DeutscheBank

Len Fainer
VP of Production and Operations
(702) 777-8462
LFainer@edvisors.com

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

All active loan accounts have been transferred to new servicers.

Those servicers were also provided all loan documentation.

See Educational Credit Management Corporation (ECMC)

Ronaldo Reyes
(714) 247-6320

(888) 556-0022 or (603) 227-5321
dlcustomerservice@gsmr.org

Loans previously serviced by Granite State Management & Resources (GSM&R) have been transferred to a new servicer.

Borrowers with Federal Family Education Loan Program loans (FFELP) should contact Nelnet. They can be reached:
Via phone at 888-486-4722.
Online: https://nelnet.net

Borrowers with Private Education Loans (TREE, LEAF, and/or EdvestinU) should contact Firstmark Services (a division of Nelnet Servicing, LLC). They can be reached:
Via phone at 844-399-7535.
Online: secure.firstmarkservices.com

Borrowers with Federal Direct Loans should contact EdFinancial Services. They can be reached:
Via phone at 855-337-6884.
Online: https://edfinacial.com

Borrowers with FFEL and/or Private Education loans that were paid in full prior to October 21st, 2023, should contact Granite Edvance (formerly doing business as Granite State Management & Resources) for information.

Via phone at 877-532-5539.
Via email: customersupport@graniteedvance.org

120 North Seven Oaks Drive
Knoxville, TN 37922

1-855-337-6884

111 South Washington Avenue
Suite 1400
Minneapolis, MN 55401

Referral Contact
Ombudsman@ecmc.org

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

(800) 749-8536
OSFAOmbudsman@ascendiumeducation.org

2082 East Exchange Place, Suite 220
Tucker, GA 30084

Contact
Pat Hairston
Manager, Compliance
GHEAC Ombudsman
(770) 724-9150
FAX: (770) 724-9093
pat@gsfc.org

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

P.O. Box 30047
Lansing, MI 48909

For overnight mailing
7285 Parsons Drive, Lansing, MI 48821

TOLL FREE NUMBER: (800) 642-5626

First Contact
Dan Mullin
(517) 335-7416
mullind@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

Richard Johnson
MOHELA
Customer Advocacy Team Specialist
(636) 733-3700 ext. 3631
richardj@mohela.com

2500 Broadway
Helena, MT 59620-3101

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

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

See: ED – Granite State

See KHEAA

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
Contact: Terrence Scarborough, FFELP Ombudsman – NCSEAA
(919) 695-8759
Fax: (919) 248-6660
ombudsman@ncseaa.edu

See: ECMC

P.O. Box 18145
Oklahoma City, OK 73154

FFELP Borrowers
(800) 456-6752

First Contact: Amanda Dickey, Loan Management Rep 111
(405) 556-9218
adickey@osla.org

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