Bulletin ID
DLB - 97 - 28
| PublicationDate: 8/1/97 BulletinID: DLB - 97 - 28 August 1997 DLB-97-28 SUBJECT: Peak Processing Hotline Dear Colleague: As you know, the Loan Origination Center, operated by EDS, provided a Customer Satisfaction Hotline for schools to report occurrences of less than quality customer service. Since May, when this service began, the LOC has received eighty calls, with less than ten of those calls being reports of poor customer service. We are pleased to announce that the Hotline has not received any calls since July 10th. The Department and EDS wish to continue to provide schools with an avenue to discuss critical issues with EDS senior management at the LOC during our peak processing period. Therefore, we are establishing a permanent Hotline capability beginning August 11, 1997. EFFECTIVE AUGUST 11, THE HOTLINE NUMBER WILL CHANGE TO 1/888-618-9787. We encourage each school to continue working with their assigned LOC customer service representative on any technical or processing issue. However, the new Year 4 Peak Processing Hotline will be available if issues cannot be resolved to your satisfaction with your customer service representative. If you contact the Peak Processing Hotline, a designated customer service representative will receive and document each call, and an EDS senior manager will return the call within 24 business hours. The Hotline will be available between the hours of 8 a.m. and 6 p.m. (central time), Monday through Friday (except Federal holidays). We appreciate your continued support and cooperation. Sincerely, Joe L. McCormick Chair Direct Loan Task Force |