FedLoan Servicing Customer Service: What It Can Do and How to Contact

FedLoan Servicing is one of nine companies that service federal student loans by collecting and tracking payments. It's also the only servicer that manages Public Service Loan Forgiveness applications. FedLoan is operated by the Pennsylvania Higher Education Assistance Agency, or PHEAA, a nonprofit that provides financial aid services and administers multiple state grant programs. If FedLoan is your student loan servicer, here’s what it can help you do.

• Register for online access to your account. Once you have access you can contact FedLoan, access your monthly billing statements and pay bills.

• Enroll in autopay. FedLoan can deduct your payments automatically from your bank account. Signing up for autopay will reduce your interest by 0.25%.

• Sign up for income-driven repayment. You can request income-driven repayment, which limits your student loan payments to a percentage of your income, by completing a paper form with FedLoan. (You can apply online on studentaid.gov and then recertify your income each year online as well.)

• Process deferment and forbearance requests. FedLoan can help you temporarily stop making payments or reduce your payment amount if you qualify. This helps you stay in good standing to avoid default. But during any periods of deferment or forbearance, interest can continue to build.

• Process monthly payments and extra payments. FedLoan will track and collect your payments. If you want to make additional payments, you can instruct FedLoan(online, by phone or by mail) to apply extra payments to your current balance. Otherwise, it may apply the additional amount to next month’s payment instead.

• Process applications for Public Service Loan Forgiveness. FedLoan is the only federal loan servicer that handles Public Service Loan Forgiveness applications, including processing employment certification forms. You can submit your forms annually and apply for forgiveness once you've made 120 qualifying payments while working for an eligible employer.

» MORE: Student loan servicers: Who are they and what do they do?

Your loan servicer is assigned by the U.S. Department of Education when your loan is disbursed to your college for the first time. The name of the company sending you a federal loan bill every month is your servicer. If your loan payments haven’t begun or you’re not sure which company is your servicer, log in to My Federal Student Aid to find out. You can also get in touch with any of the loan servicer contact centers by calling 1-800-4-FED-AID.

Servicers are there to help you, but they may offer choices that are best for the company, not the borrower. That means they can’t change how payments are processed and may not suggest the most beneficial repayment option for you. It’s most important to know your repayment options so you can know the right questions to ask.

If FedLoan doesn't count your qualifying payment during auto forbearance

Under the coronavirus relief bill, each month in the six-month automatic forbearance period will count toward qualifying payments for Public Service Loan Forgiveness. During June 2020 some customers reported that their payments were not reflected in the PSLF qualifying payment tracker. The servicer is aware of the issue and is working to resolve.

Am I stuck with FedLoan until my loans are paid off?

Loans are sometimes transferred from one servicer to another by the Department of Education.

The Department of Education is planning to shift the student loan servicing landscape by signing new servicing contracts with five companies to eventually take over all loan servicing. That means your loan servicer is likely to change. FedLoan Servicing is scheduled to continue servicing loans through December 2021.

You’ll be notified when this happens, and you’ll manage payments with the new servicer. With the exception of Public Service Loan Forgiveness, all servicers deliver the same options and programs, but customer service may differ from one to another.

For now, you are likely to remain with FedLoan unless you act to switch servicers. Use this tool to find out what might work for you.

How to reach FedLoan customer service

FedLoan contact number: 1-800-699-2908

FedLoan hours of operation: Monday - Friday 8 a.m. - 9 p.m. ET

FedLoan address for loan payments: 

Department of Education

FedLoan Servicing

P.O. Box 790234

St. Louis, MO 63179-0234

FedLoan address for general correspondence: 

FedLoan Servicing

P.O. Box 69184

Harrisburg, PA 17106-9184

FedLoan address for consolidation-related inquiries:

FedLoan Consolidation Department

P.O. Box 69186

Harrisburg, PA 17106-9186

FedLoan website: myfedloan.org

FedLoan email: Sign in to your FedLoan account to send an email.

FedLoan social channels: FedLoan Facebook & FedLoan Twitter

How to complain about FedLoan

If you’re having difficulty with FedLoan that you have been unable to resolve, start by filing a complaint directly with the Pennsylvania Higher Education Assistance Agency's Office of Consumer Advocacy. It’s FedLoan’s highest customer service office. Call 1-800-213-9827 or send mail to:

Pennsylvania Higher Education Assistance Agency

The Office of Consumer Advocacy

1200 North 7th Street

Harrisburg, PA 17102

If you have credit disputes, you can mail:

FedLoan Servicing Credit

P.O. Box 60610

Harrisburg, PA 17106-0610

If your issue goes unresolved, you can also make complaints about FedLoan to:

• Federal Student Aid Feedback System.

• Your state attorney general's office.

• Your state consumer protection office.

• Your congressional representative.

Make sure to keep records of conversations you have, including the day, time and customer service representative you spoke with. Keep copies of any letters, bills or emails about your account.

How to settle a dispute with FedLoan

If a complaint doesn’t help, you can contact the Federal Student Aid Ombudsman Group. This method should be used only as a last resort, says the federal student aid office. Complete all information on the Ombudsman Information Checklist before contacting. When you’re ready to reach out, here’s how to get in touch:

Phone: 877-557-2575

By mail: U.S. Department of Education

FSA Ombudsman Group

P.O. Box 1843

Monticello, KY 42633

You can also reach out to a student loan nonprofit such as The Institute of Student Loan Advisors, which provides free dispute resolution.

The nine federal student loan servicers

Learn more about each of the federal loan servicers, including what they can do and how to contact.