Do you need to talk to your loan servicer about your student loans? Make sure you’re prepared and follow these tips when speaking with your loan servicer.
1. Get it in writing
It is usually best to communicate with your loan servicer in writing, because you’ll have a physical record of what has been said and done. When you speak with someone on the phone, make a note of whom you speak to and when, and what was said. Keep careful notes of all conversations you have. Follow up in writing so you have a physical record of what has been said and done. When you use mail, keep a copy of your letter and of any replies you receive.
2. Get a copy of your loan history and records
Request a copy of your loan history and any customer service records. Some loan servicers will give you copies of the notes that customer service representatives make on your account.
3. Save your documents
Save the originals of all receipts, bills, letters, and e-mails regarding your account. Provide copies of the originals if you are asked for them. Send letters via certified mail, with a return receipt requested.
4. Be polite, but firm
Don’t let the emotion of the moment get to you. If you are not getting a proper response to your questions, calmly explain again what information or help you are seeking. Be polite and courteous, but don’t be afraid to give details of any incident and to explain your concerns. Write down the facts in the order they took place and stick to what is relevant. Include important details such as your account number at the top of your letter.
5. Get a follow-up confirmation
Ask the loan servicer to follow-up with you regarding any of your outstanding questions in a reasonable time. Be sure to tell the customer service representative how you can be reached. Contact the loan servicer again if you do not hear back.
