Currently, there is no resolution to this problem. Although the number of these cases is small, they are very high profile because one of the records is prevented from entering the database. Many times data providers can't or won't address the problem. LO receives calls from borrowers related to status of credit checks, PLUS loans , etc. These are generally short, simple calls.
School calls are more complex.
At the beginning of the contract, CSRs were trained to handle routine processing questions. However, they found that these were not the calls they were getting. They only talk to schools with problems. The CSRs get technical questions and have a technical team to support them. We don't provide enough information to schools and sometimes don't present the issues well.