🎓 Servicer Problems
How to File a Complaint Against a Student Loan Servicer Step by Step
Short answer: Start by contacting your servicer and keeping a written record. If the problem is not fixed, you can escalate to the Federal Student Aid Ombudsman Group for federal loans, file a complaint with the Consumer Financial Protection Bureau (CFPB), or contact your state student loan ombudsman or attorney general. Filing is free, and results are not guaranteed.
When a complaint makes sense
- Payments were applied incorrectly or not credited.
- Your income-driven plan application or recertification was delayed or lost.
- A balance or interest figure looks wrong. See interest capitalization explained.
- You were given conflicting or unclear information about your options.
- Your servicer is slow, unresponsive or mishandled a forbearance or discharge request.
The escalation path
- Contact your servicer first. Explain the problem, what you want fixed and a date. Ask for a reference number. If you do not know who your servicer is, see how to find your servicer and loans.
- Ask for a supervisor or the servicer’s own ombudsman if there is no resolution.
- Escalate externally: for federal loans, use the FSA Ombudsman Group through StudentAid.gov. You can also file with the CFPB, which sends your complaint to the company for a response. Check that the portal you choose is open and accepting complaints when you file.
- Contact your state. Some states have a student loan ombudsman or regulator, and your state attorney general may also take complaints.
The FSA Ombudsman is described on StudentAid.gov. The CFPB’s complaint tool is at consumerfinance.gov/complaint.
What to include
| Include | Why |
|---|---|
| A short summary of the problem | Helps reviewers understand quickly |
| Dates, names and reference numbers of calls | Shows you tried to resolve it |
| Statements, payment proofs, emails and screenshots | Backs up your claim |
| The fix you want | Makes the request clear |
| Not your Social Security number or passwords | Protect your information |
Hypothetical example: A borrower submits an income-driven plan application, hears nothing for months and sees her payment rise. She keeps call notes, files a complaint with her servicer, escalates to the ombudsman and attaches the confirmation of her original submission.
Private loans
The FSA Ombudsman covers federal loans only. For private loans, contact the lender first, then consider the CFPB and your state regulator. Compare loan types in federal vs private student loans.
Stay safe
- Keep making required payments while a complaint is pending, unless your servicer agrees in writing. See default help.
- Do not pay anyone to file a complaint for you. See scam warning signs.
- If a school caused the problem, also read closed school and borrower defense.
Rules change. This guide was reviewed against official sources when it was published. Federal student-loan programs, deadlines and court-driven changes can shift quickly, so confirm current details at StudentAid.gov before you act.
Frequently asked questions
Official sources and references
Related guides
Request Student Loan Assistance Information
Tell us a little about your student loans so we can understand your request and contact you about potentially relevant information. Eligibility and outcomes are not guaranteed.