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(Loans) Subject: Loan Servicing Information - Federal Loan Servicer Team Changes Update and Contact Center Support Service Status

Posted Date:September 14, 2015

Author: John Brooks, Acting Service Director, Operations, Federal Student Aid

Subject: Loan Servicing Information - Federal Loan Servicer Team Changes Update and Contact Center Support Service Status

In a July 22, 2015 Electronic Announcement posted on the Information for Financial Aid Professionals (IFAP) Web site, we notified the financial aid community that one Not-for-Profit (NFP) servicer—Aspire Resources Inc. (Aspire)—would be ceasing operations as a vendor of the federal loan servicer team. We also informed the community of the resulting transfers of the William D. Ford Federal Direct Loan (Direct Loan) Program loan accounts from Aspire to MOHELA.

In this announcement, we provide information on transfer completion and transfer-related reminders. We also inform the financial aid community about the phone number, Web site, and e-mail status for Aspire.

We present the information in this announcement as follows:

  • Transfer Completion and Transfer-Related Reminders

  • Phone Number, Web Site, and E-mail Status

  • Contact Information

Transfer Completion and Transfer-Related Reminders

All Direct Loan accounts previously assigned to Aspire were successfully transferred to MOHELA by early September 2015. As previously explained, servicers communicated with impacted borrowers about these transfers.

  • A transferred borrower must start making payments to and communicating solely with MOHELA.

  • A borrower can access the National Student Loan Data System (NSLDS) Student Access Web site to identify the servicer to which the borrower's loans have been transferred. A school that assists a borrower in identifying the servicer of the borrower's loans can access servicer information through the NSLDS Professional Access Web site.

    Note: MOHELA will report loan information to NSLDS the first Monday after the transferred loans have been fully loaded to MOHELA’s system.

  • It is critical that borrowers who use a bank or bill paying service to make their payments update the bank or bill paying service with MOHELA's name and address.

  • New status change requests submitted to Aspire via its retiring P.O. Box for correspondence will be forwarded to MOHELA for approximately six months. However, as explained above, a transferred borrower must start submitting such requests to MOHELA.

  • The reporting of a loan made to an ineligible borrower who had been serviced by Aspire must be made to MOHELA. MOHELA will take the appropriate action.

For other key information about the transfer process in question and answer format, refer to the July 22nd Electronic Announcement.

Phone Number, Web Site, and E-mail Status

Below is a table outlining contact center support services—phone numbers, Web sites, and e-mail addresses—for Aspire.

Contact Center
Support Service
Status

Phone Numbers

  • Beginning on September 15, 2015, the borrower Interactive Voice Response and school support phone numbers for Aspire will automatically redirect to MOHELA.
  • The Aspire fax number will redirect to MOHELA through November 12, 2015. After November 12, 2015, the fax number will be disconnected.

Web Sites

  • Beginning on September 15, 2015, the Aspire borrower Web site will automatically redirect to MOHELA's borrower Web site.
  • On March 2, 2016, the Aspire borrower Web site will no longer redirect to MOHELA's borrower Web site.

  • Beginning on September 15, 2015, Aspire's public Web site will no longer include borrower-related pages and will instead include a reference and link on the main page directing borrowers to MOHELA.
  • On March 2, 2016, the Aspire public Web site will have the reference and link directing borrowers to MOHELA removed from the main page.

E-mail

  • Since September 4, 2015, e-mails sent to Aspire's borrower e-mail address have been forwarded to MOHELA.
  • Beginning on November 4, 2015, e-mails sent to Aspire's borrower e-mail address will receive a bounce-back message directing the borrower to contact MOHELA directly.

  • Since September 4, 2015, e-mails sent to Aspire's school e-mail address have been forwarded to MOHELA.
  • Beginning on November 4, 2015, e-mails sent to Aspire's school e-mail address will receive a bounce-back message directing the school to contact MOHELA directly.

Contact Information

We appreciate the community’s support during the transfer of borrower accounts from Aspire to MOHELA.

If you have questions about Direct Loans transferred to MOHELA, contact MOHELA directly. Borrower and school contact information for MOHELA is available on the IFAP Web site’s Loan Servicing Centers for Students page and Loan Servicing Centers for Schools page, respectively.

Last Modified: 09/13/2015