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U.S. DEPARTMENT OF EDUCATION OFFICE OF FEDERAL STUDENT AID

OFFICE OF THE OMBUDSMAN

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The Federal Student Aid ombudsman is...

An impartial resource to help customers resolve student loan concerns when other approaches fail.

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Our customers tell us...

" It was such a relief to finally feel like someone wanted to help. You have no idea what a difference you made to me."

" I had been trying to solve my school loan problems for years but to no avail. My specialist resolved my problem and I feel like a tremendous weight has been lifted from my shoulders. She was absolutely wonderful! ''

" Thank you for your time and patience. Without you, I could never have settled the conflicting information about my loans so quickly!"

The Ombudsman helps customers...

• Resolve discrepancies with loan balances and payments.
Understand loan interest and collection charges.
• Resolve issues related to income tax refund offsets, default status, consolidations, bankruptcies, service quality and other concerns.
• Understand loan repayment options for:
- Direct Loans.
- Federal Family Education Loans (FFEL).
- Guaranteed Student Loans.
- Perkins Loans.

• Understand provisions for loan deferment or forbearance and cancellation or discharge.

• Thorough research.
• Accurate, detailed information. i Impartial review.
• Contextual explanations.

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• Identify the problem and the reasons behind it.
• Describe the actions you took to resolve the problem.
• Define expectations.
• Outline what you believe you can do to help resolve the problem.
• Supply personal information (full name, Social Security Number, date of birth, address and phone number) and any documentation to support your position.

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