What to Expect after You Request the Ombudsman's Assistance
When you have done all you can to resolve your problem yourself and your efforts have not succeeded, it may be time to ask the Ombudsman's office for assistance. Before you take this step, we'd like you to know what you can expect when you do. Basically, this part of the process consists of five steps:
- You ask the Ombudsman's office for assistance
- The Ombudsman collects information about your case
- The Ombudsman verifies and analyzes the information
- The Ombudsman looks for solutions
- The Ombudsman contacts you to work out a resolution
If you prefer to see this in graphical form, we have provided a diagram of these steps to show the flow.
When you feel you understand what you can expect from us, we invite you to contact us for assistance.
Step 1: You ask the Ombudsman's office for assistance
The Ombudsman will ask you some questions:
- What is the problem?
- Why is it a problem?
- What has been done?
- What are your expectations?
- What are you willing to do?
- How can the Ombudsman contact you?
Step 2: The Ombudsman collects information about your case
The Ombudsman will contact, as applicable:
- Ombudsman Liaison at your lender, servicer or guarantor
- NSLDS
- DCS
- PEPS
- Lender
- Servicer
- Schools
- Guaranty Agency
- Collection Agency
- Dept. of Education Regional Office
- Other Dept. of Education Agencies
Step 3: The Ombudsman verifies and analyzes the information
The Ombudsman will then outline and document the facts:
- Regulations
- "Dear Colleague"
- Fact Sheets
- Customer expectations
- Potential for common ground among parties involved
- Verification of letters, documents, etc.
- Check loan servicing history
- Get things in writing
Step 4: The Ombudsman looks for solutions
The Ombudsman will develop solutions:
- Reviews applicable regulations
- Brainstorms possible alternatives
- Identifies common ground
- Researches similar case resolutions
- Works with Ombudsman liaison at loan servicerguarantor
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Step 5: The Ombudsman contacts you to work out a resolution
The Ombudsman will work with you to come to an agreement that closes the issue and helps you avoid having problems with the same loan again
- Who is to do what?
- When are they going to do it?
- How will it happen? (e.g., mail, phone)
- You will receive a letter of summarization
