# Presentation: 454428

## Student Questions:   

**Student Questions:   **
**Beyond 1-800-4FEDAID...**

- Debra Wiley
- Ombudsman
- Federal Student Aid

## 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

## Service–Specific 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)

## Federal Student Aid Ombudsman

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

## Slide 5

## 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...?

## For example:

**1-800-999-8219**

**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?

## For example:

**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**

## For example:

**Servicing**
**1-800-848-0979**

**Direct Loan**
**Servicing**
**1-800-848-0979**

**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?

## For example:

**Consolidation**
**1-800-557-7392**

**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?

## For example:

**1-888-869-4169**

**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

## ...and issues reaching the Ombudsman

**Ombudsman**
**1-877-557-2575**

**...****and issues reaching the Ombudsman**

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

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

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

## 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

## 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

## 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

## 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

## Questions? ........Thank you!

- Debra Wiley
- Ombudsman, Federal Student Aid
- United States Department of Education
- Telephone:  (202) 377-3800
- E-mail:  _[fsaombudsmanoffice@ed.gov](mailto:fsaombudsmanoffice@ed.gov)_, or debra.wiley@ed.gov