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(FFEL) Subject: Updated Customer Service Information - FFEL Loans Purchased/Serviced by the Department

Posted Date:June 12, 2009

Author: Jana Hernandes, Service Director, Operations, Federal Student Aid

Subject: Updated Customer Service Information - FFEL Loans Purchased/Serviced by the Department

In a January 30, 2009 Electronic Announcement on the Information for Financial Aid Professionals (IFAP) Web site, we provided customer service contact information for Federal Family Education Loan (FFEL) Program loans that the Department of Education (the Department) purchases from FFEL loan holders. Through methods commonly referred to as "PUT" by FFEL loan holders and the Department, the Department becomes the owner and servicer of the purchased loans. Upon purchase of a loan, both the prior FFEL loan holder and the Department correspond with an affected borrower.

In our correspondence to borrowers whose FFEL Program loans have been purchased by the Department, we explain that the Department of Education Student Loan Servicing Center will service these loans. The correspondence includes both toll-free phone number and Web site information for the Department of Education Student Loan Servicing Center.

We understand that borrowers may ask others, especially their schools, for the Department of Education Student Loan Servicing Center’s contact information and that schools may need the center’s assistance as well. For these reasons, we are providing updated customer service contact information for purchased FFEL Program loans serviced by the Department of Education Student Loan Servicing Center.

We present the updated information in this announcement as follows:

  • Toll-Free Phone Numbers for Borrowers and Schools

  • Web Site Access for Borrowers and Schools

  • Contact Information

  • Attachments/Enclosures

Toll-Free Phone Numbers for Borrowers and Schools

Borrowers and schools can reach Department of Education Student Loan Servicing Center customer service representatives for assistance with the servicing of purchased FFEL Program loans through three toll-free phone numbers. Customer service representatives are available at these phone numbers as follows:

Toll-Free Phone Number Hours of Operation
For Borrowers 800/508-1378 Monday through Friday
8:00 A.M. - 11:00 P.M. (ET)
For Collections 866/938-4749 Monday through Friday
8:00 A.M. - 11:00 P.M. (ET)
For Schools 866/938-4750 Monday through Friday
8:00 A.M. - 8:30 P.M. (ET)

Note: The Department also services loans that are made under the William D. Ford Federal Direct Loan (Direct Loan) Program. The Department provides customer service related to Direct Loan Program loans through a different call center. If a borrower or school inadvertently contacts the Direct Loan Servicing Center for assistance with the servicing of purchased FFEL Program loans, the caller will be provided with the correct toll-free phone number.

Web Site Access for Borrowers and Schools

Borrowers whose FFEL Program loans have been purchased by the Department can access information about their loans and learn about the services offered by the Department of Education Student Loan Servicing Center via the center’s Web site at https://www.ed-servicing.com. Likewise, schools that have borrowers whose FFEL Program loans have been purchased by the Department can access information about the servicing of their borrowers’ loans via the Web site.

  • Borrowers can view their account information, make payments, update contact information, and obtain deferment assistance online.

  • School users can obtain account status, loan, deferment, delinquency, and current contact information for an individual borrower or for all of the school’s borrowers. This information can assist a school in its default aversion activities.

Important Note About Web Site URL: The ".com" domain in the URL for the Department of Education Student Loan Servicer Web site is correct. We have heard recently from borrowers concerned about the legitimacy of e-mails from the Department of Education Student Loan Servicing Center that directed them to the Web site because the URL did not have a ".gov" domain as expected. We appreciate schools’ assistance in conveying the message to borrowers that the Department of Education Student Loan Servicer Web site URL, https://www.ed-servicing.com, is correct and legitimate.

To access the Department of Education Student Loan Servicer Web site, a borrower or school user must first register. Once the borrower or school user registers, he or she will simply log in to the Web site; the borrower or school user will not need to register again.

We provide complete information on Department of Education Student Loan Servicer Web site access for borrowers and school users in the two attachments to this announcement. These informational documents can be easily shared electronically and reproduced.

  • The attachment titled "Department of Education Student Loan Servicer Web Site Access for Borrowers" provides registration and access information for borrowers.

  • The attachment titled "Department of Education Student Loan Servicer Web Site Access for Schools" provides registration and access information for school users. A school user may complete an individual borrower look up, access a summary of the School Loan Report, or access the detail of the School Loan Report.

Contact Information

We appreciate the community’s assistance in directing borrowers and schools to the Department of Education Student Loan Servicing Center and its Web site for assistance with the servicing of FFEL Program loans that have been purchased by the Department. If you have questions about the information in this announcement, contact the Department of Education Student Loan Servicing Center at 866/938-4750.


Last Modified: 06/11/2009