Do you and your loan servicer disagree about the balance or status of your loan?

Here is some information to help you reach a solution.

Resolving Disputes

Below are some steps you can take to resolve your loan dispute. You should first identify your loan problem, and then contact your loan servicer.

Try This Resource
Self-Resolution Checklist—Helps you determine whether you have taken all of the necessary steps to resolve your problem yourself.

Identify Your Loan Problem
Contact Your Loan Servicer
Find Additional Resources
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Identify Your Loan Problem

Review our page of common reasons for loan disputes to help you identify exactly what type of problem you are having with your loan and what you should do to prepare to solve it.


Contact Your Loan Servicer

You’ve identified your problem and are ready to contact your loan servicer. To deal effectively with your loan servicer, keep in mind the tips below.

  • 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.
  • Request a copy of your customer service history; some loan servicers make available copies of the notes that customer service representatives make on your account.
  • When you speak with someone on the phone, make a note of whom you speak to and when, and what was said. When you use mail, keep a copy of your letter and of any replies you receive.
  • Save the originals of all receipts, bills, letters, and emails regarding your account. Provide copies of the originals if you are asked for them. Send letters via certified mail, with a return receipt requested.
  • 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 resolution you are seeking.
  • Be polite and courteous, but don't be afraid to give the detail of any incident and to state 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.
  • Ask for a response in a reasonable time, and be sure to tell the customer service representative how you can be reached.

Find Additional Resources

If you have already completed the?Self-Resolution Checklist?and contacted your servicer, but your issue has still not been resolved, find out where you should submit a complaint.

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