Posted Date:October 9, 2011
| Author: | Jana Hernandes, Service Director, Operations, Federal Student Aid |
Subject: Loan Servicing Information - Update on New Direct Loan Servicing Center (ACS) System and Web Site Implementation (Update #6)
In our last announcement about the Direct Loan Servicing Center (ACS) transition to a new loan servicing system and Web sites (September 23, 2011), we communicated our plan to bring the new system and Web sites into production by Monday, October 10, 2011. The transition work is well underway and very close to completion. However, to ensure the smoothest re-start experience for school and borrower customers, we need some additional time beyond what we initially targeted to complete the move to production.
The Direct Loan Servicing Center (ACS) system, Web sites, and Interactive Voice Response (IVR) system will continue to be unavailable through Monday, October 10, 2011. We regret this additional inconvenience to our customers and currently anticipate the servicer’s return to normal operations at 8:00 A.M. (ET) on Tuesday, October 11, 2011.
We will post another Electronic Announcement on the Information for Financial Aid Professionals (IFAP) Web site after the outage period ends and the new system and Web sites are available to customers. Please monitor the IFAP Web site for this announcement. If not yet familiar with the new functionality, we encourage school customers to read our September 23, 2011 announcement.
Contact Information
We appreciate our customers’ patience and understanding as the Direct Loan Servicing Center (ACS) completes this important work.
If you have questions about the transition, contact the Direct Loan Servicing Center (ACS) School Services Team by phone at 888/877-7658. Customer service representatives are available from 8:00 A.M. to 8:30 P.M. (ET), Monday through Friday.