In earlier announcements, USDE informed the financial aid community of preparations for the forthcoming end to the contract with the Direct Loan Servicing Center (ACS). Beginning tomorrow, October 1, 2013, customer service representatives will no longer be available to answer e-mails or phone calls. If borrowers or schools attempt to contact the Direct Loan Servicing Center between tomorrow and November 15, 2013, informational messaging will direct them to other resources. Beginning November 16, 2013, there will be no Direct Loan Servicing Center support or messaging.
At this time, the financial aid community’s assistance is requested in directing borrowers and financial aid personnel in need of assistance as follows:
- For questions about a loan that has been transferred from the Direct Loan Servicing Center to a new federal loan servicer, please direct borrowers and financial aid personnel to contact the new servicer. Contact information for the appropriate servicer can be found on the Loan Servicing Centers for Schools ContactInformation page on the IFAP Web site. Note: The new servicer is now fully responsible for handling all questions related to a borrower’s transferred loans.
- For questions or concerns related to credit status and denied credit decision appeals, obligations and responsibilities of Direct PLUS Loan endorsers, and all actions performed on the StudentLoans.gov Web site, please direct borrowers to contact the Student Loan Support Center on 800/557-7394.
- For questions or concerns related to the origination, disbursement, and/or booking of a Direct Loan that a school needs to raise on behalf of a Direct Loan borrower or endorser of a Direct PLUS loan, please direct financial aid personnel to contact the COD School Relations Center on 800/848-0978.
If you have questions about a loan that has been transferred from the Direct Loan Servicing Center to a new federal loan servicer, contact the new servicer directly. Contact information for the appropriate servicer can be found on the Loan Servicing Centers for Schools Contact Information page on the IFAP Web site.
For more information and detail view the complete electronic announcement at: