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GSMR Student Loan Customer Service: What It Can Do and How to Contact

GSMR is one of nine federal student loan servicers that manage loans.
Dec. 2, 2019
Loans, Student Loans
GSMR Student Loan Customer Service: What It Can Do and How to Contact
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Granite State Management & Resources Student Loan Servicing, also known as GSMR, is one of nine companies that service federal student loans by collecting and tracking payments. GSMR operates as part of the New Hampshire Higher Education Assistance Foundation Network Organizations, or NHHEAF. If GSMR 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 GSMR, see your monthly billing statements and pay bills.
  • Enroll in autopay. GSMR can deduct your payments automatically from your bank account. Signing up for autopay can 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 GSMR. (You can apply online on studentloans.gov and then recertify your income each year online as well.)
  • Process deferment and forbearance requests. GSMR 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 will continue to build.
  • Process monthly payments and extra payments. GSMR will track and collect your payments. If you want to make additional payments, you can instruct GSMR (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.

» 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.

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.

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

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

You’ll be notified if this happens, and you’ll manage payments with the new servicer. All servicers deliver the same options and programs, but customer service may differ from one to another.

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

How to reach GSMR customer service

Contact information for GSMR will depend on your account number.

GSMR contact information for accounts beginning with F8: 

Phone number: 1-888-556-0022

Hours of operation: Monday – Friday 8 a.m. – 6 p.m. ET

Address for loan payments:

Department of Education
P.O. Box 4414
Portland, OR 97208-4414

Address for general correspondence: 

Granite State Management & Resources
P.O. Box 3420
Concord, NH 03302-3420

GSMR contact information for accounts beginning with C7:

Phone number: 1-800-719-0708

Hours of operation: Monday – Friday 8 a.m. – 6 p.m. ET

Address for loan payments:

Granite State Management & Resources
P.O. Box 9560
Manchester, NH 03108-9560

Address for general correspondence: 

Granite State Management & Resources
P.O. Box 2097
Concord, NH 03302-2097

GSMR website: gsmr.org

GSMR email: [email protected]

GSMR social channels: NHHEAF Network Facebook and NHHEAF Network Twitter

How to complain about GSMR

If you’re having difficulty with GSMR that you have been unable to resolve, start by filing a complaint directly with its ombudsman’s office. It’s the servicer’s highest customer service office. If your account number begins with C7, call 1-603-227-5380 or email [email protected]. If your account number begins with F8, contact the FSA Office of the Ombudsman (see information in the next section).

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

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 GSMR

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, the federal student aid office says. Complete all information on the Ombudsman Information Checklist before contacting. When you’re ready to do so, here’s how:

Phone: 877-557-2575

By mail: U.S. Department of Education

FSA Ombudsman Group
P.O. Box 1843
Monticello, KY 42633

You can also contact a student loans nonprofit such as The Institute of Student Loan Advisors, which provides free dispute resolution.

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