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FSA Customer Service Centers

Have a question about Federal Student Financial Aid or one of the FSA services the Department of Education provides? Contact one of our Customer Service Centers.

The following list identifies the various FSA Customer Service Centers, the types of service provided by each and how to contact the Customer Service Representative. When in doubt, you may call the FSA Customer Service Call Center at 1-800-433-7327, or e-mail us at fsa.customer.support@ed.gov.

 

Table of Contents
  1. Campus Based Programs Customer Service
  2. Case Management Teams
  3. Conditional Total and Permanent Disability Assignments 
  4. Conferences
  5. Closed School Branch
  6. Common Origination and Disbursement (COD)
  7. Central Processing System/Wide Area Network (CPS/WAN) Technical Support
  8. Debt Collection Service (DCS)
  9. Default Management
  10. Direct Loan Client Account Managers (CAMS)
  11. Direct Loan Information Centers
  12. eMPN
  13. Experimental Sites Initiative
  14. eZ Audit
  15. FAFSA Web Products/FAFSA Express
  16. Federal Student Aid Information Center
  17. FSA Assessments
  18. FSA Customer Service Call Center
  19. FSATECH Listserv
  20. GAPS/E-Payments
  21. Lender or Guaranty Agency Default Rates
  22. National Student Loan Data System (NSLDS)
  23. Office of the Ombudsman FSA
  24. Pell Grant Customer Service
  25. PEPS Hotline
  26. Quality Assurance Program
  27. Teacher Shortage Area List Contact  

 

1. Campus Based Programs Customer Service (Perkins Default Rates and FISAP Information)

 

Toll Free: 1-877-801-7168; Fax: 703-761-0220
eCampus-Based Program web site: http://www.cbfisap.ed.gov/CBSWebApp/welcome.jsp

Call the Campus Based Programs Customer Service number with questions about the Perkins Default rates or FISAP related operational or procedural questions.

 

Campus Based Program Materials

Web Site: http://www.ifap.ed.gov/IFAPWebApp/currentCBPMaterialsPag.jsp

The FISAP Form and Instructions, the Perkins Cohort Default Rate Booklet, the notification of Campus Based final funding for Federal Work-Study (FWS), Federal Supplemental Educational Opportunity Grants (FSEOG), and Federal Perkins Loan Programs (FPLP) and Default Status Reports are available here.

 

2. Case Management Teams

 

Call the appropriate Case Management Team for information and guidance on audit resolution, financial analysis, program reviews, technicial assistance, and school and program eligibility/recertification.

 

Web Site for School and Program Eligibility/Recertification: http://www.eligcert.ed.gov

 

  • Case Management Team - Foreign School Team
    Wash DC 202-377-3168
  • Case Management Team - Region I - Boston (Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, Vermont)
    Region 617-223-9338
    Wash DC 202-377-4201
  • Case Management Team - Region II - New York (New Jersey, New York, Puerto Rico, Virgin Islands)
    Region 212-264-4022
    Wash DC 202-377-4206
  • Case Management Team - Region III - Philadelphia (DC, Delaware, Maryland, Pennsylvania, Virginia, West Virginia)
    Region 215-656-6442
    Wash DC 202-377-4210
  • Case Management Team - Region IV - Atlanta (Alabama, Florida, Georgia, Mississippi, North Carolina, South Carolina)
    Region 404-562-6315
    Wash DC 202-377-4224
  • Case Management Team - Region V - Chicago (Illinois, Minnesota, Ohio, Wisconsin)
    Region 312-886-8767
    Wash DC 202-377-4230
  • Case Management Team - Region VI - Dallas (Arkansas, Louisiana, New Mexico, Oklahoma, Texas)
    Region 214-880-3044
    Wash DC 202-377-4244
  • Case Management Team - Region VII - Kansas City (Iowa, Kansas, Kentucky, Missouri, Nebraska, Tennessee)
    Region 816-268-0410
    Wash DC 202-377-4225
  • Case Management Team - Region VIII - Denver (Colorado, Michigan, Montana, North Dakota, South Dakota, Utah, Wyoming)
    Region 303-844-3677
    Wash DC 202-377-4236
  • Case Management Team - Region IX - San Francisco (American Samoa, Arizona, California, Guam, Hawaii, Nevada, Palau, Marshall Islands, N. Marianas State of Micronesia)
    Region 415-556-4295
    Wash DC 202-377-4249
  • Case Management Team - Region X - Seattle (Alaska, Idaho, Indiana, Oregon, Washington)
    Region 206-615-2594
    Wash DC 202-377-4240

 

3. Conditional Total and Permanent Disability Assignment

Phone: 1-877-950-8506 or
Mail To:

U.S. Department of Education
c/o AFSA Data Corporation
501 Bleecker Street, East Dock
Utica, New York 13501

 

4. Conferences

 

 If you have questions or feedback to offer related to the FSA registration website or about information contained on the conference web page, please call Jackie Miller at (319)665-7797 or send an e-mail to confsuggest@ncs.com

 

If you have questions about the conference hotels for upcoming FSA conference, please contact Melissa Cantrell at (319)665-7909 or send an e-mail to melissa_cantrell@ncs.com.

For questions about upcoming FSA conference agenda or sessions, contact CPS/WAN Technical Support at (800)330-5947 or send an e-mail to cpswan@ncs.com.

5.  Closed School Branch

 

Phone: 1-800-256-7346

 

Contact the Closed School Branch at this number for information to assist students and student loan borrowers adversely affected by the closure of a school or by the false certification of their eligibility to borrow. Problems that are addressed through an informative brochure available through this number include:

  • Unpaid refunds
  • Poor quality of education and/or student services
  • School certification
  • False certification
  • Denial of further financial aid
  • Unavailable school records

This information also includes other telephone numbers, at the state licensing agencies, which are also excellent sources of information on the proprietary, cosmetology and degree granting school that the agencies license to operate. The possible availability or relief through tuition recovery funds or bonds established by these agencies is also indicated. By request through our receptionist at the above number, or by leaving a message, you can also obtain information, assistance and guidance on specific problems from a Department of Education specialist in consultation with other education officials in the applicable school’s state.

6. Common Origination and Disbursement (COD)

Pell Grant Program:- 800-4PGRANT or 800-474-7268
Direct Loan Program: 1-800-848-0978
COD School Relations Center: 800-474-7268
Applicant Services Line: 800-557-7394
TDD/TTY: 800-557-7394

E-mail: CODSupport@acs-inc.com
Web Site: cod.ed.gov
FAX: 877-623-5082

Office Hours: Monday - Friday, 8 a.m. - 8 p.m. (EST)

General COD Inquiries:

COD General Inquiries
COD Processing Updates
COD System Interface Issues
COD School Testing
COD Technicial Reference Questions
COD Web Questions
Custom System (Mainframe) Assistance
Customer Support of Client Account Managers (CAMS)
Document/Batch Integrity Errors
Document/Batch Processing Status
Full Participation Setup
Rejected Documents/Batches
Response/Acknowledges
Customer Support of Client Account

PELL Grant Program:

Current Funding Level
Data Requests
PELL Administrative Cost Allowance
PELL Post-Deadline Processing
Postential Overaward Process (POP)
Prior Award Year (RFMS) Processing
Reconcilation Rejected EDE Records & Batches
FSAdownload.ed.gov
Renewal FAFSA Processing
Restore Batches to Customer's mailboxes
SAIG Network Password Changes & Resets
SAIG Transmission Errors

Software Assistance

Direct Loan Tools
EDconnect
EDExpress-appl Express, Packaging, Direct Loan, and Pell
ISIR Analysis Tool (formerly QA Tool)
Return of Title IV Funds
SSCR-32

 
7. Central Processing System/Student Aid Internet Gateway/Technical Support (CPS)

Phone: 1-800-330-5947 (No Cost per call)
TDD/TTY: 1-800-511-5806
E-mail: CPSSAIG@ed.gov
Fax: 319-358-4260  Working hours are 7 a.m. - 7 p.m. (CT) Monday through Friday:

  • FAFSA Renewal Application Processing
  • SAR/ISIR Corrections
  • FAA access to CPS online
  • Pell Payment Software for Windows
  • EDE Technical Reference
  • Custom/Combo/Mainframe Support for Direct Loans
  • CPS Batch Status
  • Direct Loan Technical Reference
  • FISAP Technical Reference
  • FISAP Software
  • Packaging Technical Reference
  • QA Tool
  • SSCR-32 Software
  • SSCR Technical Reference
  • ED Express Software, App Express, Packaging, Direct Loan, Pell, and R2T4
  • Rejected EDE Records and Batches
  • Billing and Invoices
  • Campus-Based Award Letter
  • EDconn32
  • EDE Enrollment and Participation
  • Network Password Changes and Resets
  • Software and User Manual Distribution
  • Transmission Errors

 

8. Debt Collection Service (DCS)

 

Phone: 1-800-621-3115
TDD/TTY: 877-825-9923
E-mail: dcshelp@pearson.com
Web Site: http://www.ed.gov/offices/OSFAP/DCS
Office Hours: Monday - Fridaym 8:00 a.m. - 10:00 p.m. (EST)

 

Contact the Debt Collection Service for assistance on issues regarding individual loan status and repayment of loans in default and owed to the Department of Education.

 

9. Default Management

 

Phone: 202-377-4259 (Calls responded to within 24-72 hours)
E-mail: fsa.schools.default.management@ed.gov
Web Site: ifap.ed.gov/DefaultManagement/DefaultManagement.html
FAX: 202-275-4511


Default Management calculates and disseminates school cohort default rates; other Education Department offices handle various other aspects of the FSA student loan programs. Guaranty agency and lender cohort default rates are available from Financial Partners, Partner Services, at (202) 377-3053. Students with federally insured defaulted student loans may find beneficial information in the Department's Guide to Defaulted Student Loans.

 
 

10. Direct Loan Client Account Managers (CAMS)

 

Call for help with administering the Direct Loan Program on your campus, preparing default management plans, and for assistance with other Title IV programs.

·  Headquarters (Wash DC): 202-377-7358
Fax: 202-260-5178

·  Region I - Boston (Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, Vermont)
617-565-6911
Fax: 617-565-8636

·  Region II - New York (New Jersey, New York, Puerto Rico, Virgin Islands)
718-488-3660
Fax: 718-488-3172

·  Region III - Philadelphia (DC, Delaware, Maryland, Pennsylvania, Virginia, West Virginia)
215-596-5929
Fax: 215-656-5964

·  Region IV - Atlanta (Alabama, Florida, Georgia, Kentucky, Mississippi, North Carolina, South Carolina, Tennessee)
404-562-6259
Fax: 404-562-6283

·  Region V - Chicago (Illinois, Minnesota, Ohio, Wisconsin)
312-886-8766
Fax: 312-886-6737

·  Region VI - Dallas (Arkansas, Louisiana, New Mexico, Oklahoma, Texas)
214-880-2405
Fax: 214-880-2402

·  Region VII - Kansas City (Iowa, Kansas, Missouri, Nebraska)
816-268-0444
Fax: 816-268-0412

·  Region VIII - Denver (Colorado, Michigan, Montana, North Dakota, South Dakota, Utah, Wyoming)
303-844-3677
Fax: 303-844-5756

·  Region IX - San Francisco (American Samoa, Arizona, California, Guam, Hawaii, Nevada, Palau, Marshall Islands, N. Marianas State of Micronesia)
415-556-4201
Fax: 415-437-8852

·  Region X - Seattle (Alaska, Idaho, Indiana, Oregon, Washington)
206-615-2231
Fax: 206-553-0800

 

11. Direct Loan Origination Center

Contact the Direct Loan Origination Center for assistance regarding loan origination at the following numbers:

School Services: 1-800-848-0978
Applicant Services: 1-800-557-7394
Consolidation: 1-800-557-7392
TDD: 877-461-7010
FAX: 1-800-557-7396
E-mail: LOAN_ORIGINATION@MAIL.EDS.COM
Web Site: http://www.loanconsolidation.ed.gov
Hours of Operation: 8:00 a.m. - 8:00 p.m. (EST)

Direct Loan Servicing Center

The Direct Loan Servicing Center will assist you with question regarding repayment.

School Services: 888-877-7658
Borrower Services: 888-848-0979
Payment Center Collections: 1-800-848-0981
TDD: 1-800-848-0983
FAX: 1-800-848-0984

Direct Loan Technical Support

Phone: 1-800-330-5947
E-mail: CPS@NCS.com

The Direct Loan Technical Support Center will assist you with questions regarding Custom/Combo Institutions, interpretation of the Direct Loan Technical Reference, errors received while interfacing external systems with EDExpress, developing import from external and/change files, and on-site support to Direct Loan Schools with custom/combo systems.

Direct Loan Policy

Phone: 202-377-4008

Call this number to receive clarification or interpretation of policies and regulations.

 

12. eMPN

Phone: 800-848-0978
E-mail: CODSupport@acs-inc.com
Web Site: dlenote.ed.gov

The electronic MPN web site allows a student borrower to complete and sign an MPN over the web as an alternative to using a paper MPN. (Note that it is not required; the borrower may contact the financial aid officer at the school to complete the MPN using the paper process.)

The student needs to have a PIN (issued from the U.S. Dept of Education) to begin the process. If the student does not have a PIN, direct him or her to the PIN web site at www.pin.ed.gov. The student will also need the appropriate browser and an Acrobat Reader 4.0 or 5.0, all of which are available for no charge on the E-note Web site.

Only the following loans are eligible for this electronic process:

  • Direct Subsidized Loans
  • Direct Unsubsidized Loans
  • Direct Consolidation Loans (application and promissory note)

13. Experimental Sites Initiative

Phone: 202-377-4376
E-mail: ExperimentalSites@ed.gov
Web Site: http://www.ed.gov/offices/OSFAP/expsites/index.html

 

 

14. eZ Audit

Toll Free Phone: 1-877-263-0780
E-mail Address: fsaezaudit@ed.gov
Web Address: ezaudit.ed.gov

Want to make the reporting process easier for you and help FSA better service your needs. Register for eZ Audit today. We provide schools with a paperless single point of submission for financial statements and compliance audits through the web.

 

15. FAFSA Web Products/FAFSA Express

Phone: 1-800-433-3243
Hearing Impaired: 1-800-830-8913
E-mail Address: fafsaweb@ncs.com
Web Address: http://fafsa.ed.gov (FAFSA Web Products)
http://www.SFAdownload.ed.gov (FAFSA Express), or:
http://www.ed.gov/offices/OPE/express.html

PIN Web Site: http://www.pin.ed.gov

Beginning with the 2000-2001 school year, you will automatically be sent a PIN when you apply for financial aid. Your PIN can be used to correct your FAFSA information over the internet, file a renewal FAFSA on the Web for the 2001-2002 school year, and gain access to other useful Department of Education web sites.

For more information about Federal Student Aid Programs, you may obtain a free copy of the publication "Funding Your Education" at:

Phone: 1-800-4-FED-AID
Web Address: http://www.ed.gov/prog_info/SFA/FYE  

 

16.  Federal Student Aid Information Center (FSAIC)

Phone: 1-800-433-3243 (1-800-4 FED AID)
Overseas Callers: For those who are unable to access the toll-free service number, please call: 319-337-5665
TDD/TTY: 1-800-730-8913
Web Site: fafsa.ed.gov
PIN Registration Web Site: (For students and parents access) pin.ed.gov
Student Aid on the Web, web site: studentaid.ed.gov

The Federal Student Aid Information Center’s primary role is to respond to student and parents inquiries. However, it also provides services that are useful to financial aid professionals:

You may order single copies of our publications, such as the Federal Student Financial Aid Handbook, and ask questions about student financial aid programs by calling the Information Center.

If a student who is enrolled at your school or who is planning to enroll at your school has provided you with his or her DRN number, you may call to inquire about the application data that is on file for that student.

17. FSA Assessments

Web Site: http://www.ifap.ed.gov/IFAPWebApp/qualityassurance/SFAAssessment.jsp
The FSA Assessments are on-line Tools to prevent and/or identify compliance issues, implement Management Enhancements (Action Plans) for noted problems and share Effective Practices. The FSA Assessments are designed to be used in a variety of ways: schools can use the assessments to resolve issues found in annual audits or program reviews, assist with training new staff in their officeds, prepare for audit or program reviews or, use as a means to be proactive and promote continuous improvement.

There are links to the Assessments from the Schools Portal and IFAP. The link from the Schools Portal is listed on the left hand side under Resources and Training, entitled FSA Assessments Tool. The link on IFAP is listed under Tools for Schools, entitled FSA Assessments. Access our website directly at ifap.ed.gov/qualityassurance. Once you arrive at our home page, click "Tools for Schools" on the left hand side. Then, click the FSA Assessments icon.

The Assessments can help a school:

Anticipate and address problems
Spot-check the system used to manage information
Prepare for audits or other reviews
Maximize the efficiency of staff in handling their duties
Revise approaches according to campus needs - and do so continually

The four categories of FSA Assessments are: Students, Schools, Managing Funds and Campus Needs

The areas selected represent common sources of problems for schools and ones that have the potential to result in liabilities.

There are over 22 modules that include:

Worksheets and activities to test compliance
Questions about a school's practices
Hyperlinks to regulations, law, handbooks, Dear Partner Letters, and other reference/sources.

 

18. FSA Customer Service Call Center (FSA CSCC)

 

Contact the FSA Customer Support Call Center (CSCC) for assistance regarding FSA programs and the Information for Financial Aid Professionals (IFAP) web page. The FSA Customer Service Call Center serves as your advocate within ED’s Schools Channel. Can’t get the assistance you need? Contact us. We’ll make sure that your concerns are addressed within FSA. CSCC maintains the Information for Financial Aid Professionals (IFAP) and the FSA4Schools web sites. CSCC is made up of U.S. Department of Education, Federal Student Aid employees, located in Washington, DC. CSCC welcomes any inquiry from financial aid professionals relative to the Title IV Federal Financial Aid Programs, and any inquiry pertaining to the IFAP and Schools Portal websites. (Inquiries from students or parents should call the Federal Student Air Information Center on (800) 4FED-AID.)

 

Phone: 1-800-433-7327
Fax: 202-275-5532
E-mail Address: fsa.customer.support@ed.gov

Hours of Operations: 9 AM to 5 PM Eastern Time

Web Sites:

Information for Financial Aid Professionals (IFAP): http://ifap.ed.gov/

For Information on or Relating To:
Laws and Regulations
Letters and Bulletins
On Line References

Policy Guidance
ED Publications (Current & Archived)
Tools for Schools
Worksheets, Schedules and Tables

FSA Schools Portal: http://fsa4schools.ed.gov/

FSA Links: All FSA Web-enables systems
FSA Headlines: Categorized as either "FSA News" or "FSA Policy and Rule Changes"
FSA Search Tool: Across the "linds" and/or within "IFAP" publications
FSA Calendar: Deadline dates, training/conferences, events and NPRM comment due dates
My FSA: Customize the look of Your Portal Home Page


E-mail Subscription Service available at ifap.ed.gov . Click on Member Services in the left column of the IFAP Home Page.

Send us your questions via e-mail at fsa.customer.support@ed.gov.
19. FSATECH Listserv

Web Site: www.ed.gov/offices/OSFAP/services/fsatechsubscribe.html

FSA Tech is a Listserv where financial aid professional can ask and get answers to their technical questions about FSA's software or systems. Listserv subscribers will also automatically get "hot" news flashes about processing and software issues. For more information about FSATECH including how to subscribe, visit the FSA Schools Portal: Listservs & Mailing Lists.

 

20. Grant Administration & Payment System (GAPS)

Phone: 888-336-8930
TDD/TTY: 866-697-2696
Local: 202-401-8363
Web Site: e-grants.ed.gov
Office Hours: Monday - Friday, 8:00 a.m. - 6:00 p.m.

Initiate Payment Request and Refunds
Check Available Balances

Print Activity Reports
View Payment Requests

 

 

21.  Lender or Guaranty Agency Default Rates

 

Phone: 202-377-3053

Contact the Lender or Guaranty Agency Default Rates number with questions regarding Lender or Guaranty Agency default rates.

 

22. National Student Loan Data System (NSLDS)

Phone: 1-800-999-8219
E-mail: nslds@pearson.com
FAA Professionals Web Site (Restricted System-Authorized Personnel Only) nsldsfap.ed.gov
Students Web Site: www.nslds.ed.gov

Contact the National Student Loan Data System Customer Service Center for assistance regarding the NSLDS system on-line functions to include:

Cohort Default Rates
Custom Reports
Data Provider Schedules
Enrollment Reporting Schedules
Loan History/Detail
Online Enrollment Reporting
Organizational Contacts
Organizational Search
Overpayments
Pell Grant Information
Reported Enrollment History
Transfer Student Monitoring

 

23. Office of the Ombudsman, FSA

 

Phone: 1-877-557-2575 (Toll Free) (Best used to initiate a Case)
Phone: 202-377-3800 (Toll) Washington DC
TDD/TTY: 202-377-3800
Web Address: http://ombudsman.ed.gov
E-Mail Address: sfaombudsmanoffice@ed.gov

 

The Ombudsman Office is a final resource after borrowers seek resolution through other customer service avenues. Borrowers concerned about student loans should call our toll free number or visit our web site for further information. Written correspondence can be addressed to:

Office of the Ombudsman, OFSA
U.S. Department of Education
Fourth Floor. UCP-3/MS 5133
830 First Street NE
Washington, DC 20202-5144

When contacting the Ombudsman Office, be ready to:

Identify the problem and the reason behind it
Define expectations
Describe actions already taken to resolve the problem, and
Supply documentation to support your position

 

24.  Pell Grant Customer Service

 

Phone: 1-800-4PGRANT (1-800-474-7268)
E-mail Address: pell_systems@ed.gov

Web Site: www.pellgrantsonline.ed.gov

Call the Pell Grant Customer Service Center for assistance regarding Pell origination and disbursement record rejects; Pell origination and disbursement record reporting requirements; turnaround times, the status of your Pell batch(es); questions about ESOA, MRR and POP.

(NOTE: Questions pertaining to the ED Express Pell Module should be directed to the CPS Customer Service Center on 1-800-330-5947.)

 

25. PEPS Help Desk
Phone: 1-877-366-3338

 

For connectivity interruptions or other PEPS application problems, call the PEPS Help Desk.

Hours of Operation: 7:30 a.m. - 7:00 p.m. (EST) weekends (excluding Government holidays)

 

26. Quality Assurance Program 

 

Mission: Quality Assurance helps schools Attain, Sustain, and Advance exceptional student aid delivery and service excellence

Vision: To broaden FSA's Quality Process to serve all participating Title IV institutions by providing tools that promote better service to students, compliance, and continuous improvement in program delivery.

 

QA’s Washington staff can be reached by telephone at 202-377-4267. Or, email us:

Program Director: Barbara Mroz
Program Analysts:
AnneTuccillo
Sharyn Hutson
Warren Farr

In addition, here are the e-mail addresses for the Regional Program Analysts:
Regions 1, 2, 5
Holly Langer-Evans
(617) 223-9603

 

Regions 3, 4, 6, 7
Francine Reeves
(404) 562-6289

 

Regions 8, 9, 10
Michael Cagle
(206) 615-2586

 
27. Teacher Shortage Area List Contact

Phone: 202-503-7582
E-mail: Argelia.Velez-Rodrigues@ed.gov

Call for information about areas with teacher shortages.