State of Connecticut Department of Banking

Student Loan Ombudsperson

About the Student Loan Ombudsperson

The Department of Banking Student Loan Ombudsperson has an independent statutory authority to analyze and monitor laws and policies that impact student loan borrowers at the federal, state, and local level, and to make recommendations. The student loan ombudsperson also works directly with loan borrowers to address complaints and help them navigate issues and identify resources. 

Recent Announcements

Important Information for Borrowers:

  • Information about student loans should be clear and available. This information includes: servicer contact information, assessment/schedule of fees, eligibility for Income Driven Repayment Plans, how payments are applied, amortization schedule, and payment history.
  • Servicers should be knowledgeable about the private and federally contracted repayment options available.
  • Servicers should apply payments fairly and in full.
  • Servicers should grant borrowers access to information reported to credit agencies on that borrowers behalf.
  • Borrowers may sue for deception, fraud, or other violations of the Fair Credit Reporting Act and any other federal or state laws.
  • Borrowers can submit a complaint, receive timely acknowledgement of the complaint, and work with the Connecticut Student Loan Ombuds toward a resolution.
Student Loan Resources 
Questions/Complaints

Telephone Direct: 860-240-8122
Toll-free:1-800-831-7225, press option 2

By Email: dob.studentloanombuds@ct.gov

Please Note:  This is an unsecured e-mail address for general questions.  Please do not include personal identifying information such as Social Security and/or account numbers, birth date, user ID, or passwords using this unsecured e-mail address.  To send a Secure Message log into the Online Assistance Form. 

Online Complaints: If you wish to file a complaint against your Student Loan Servicer, you may file an online complaint with the Department of Banking.
 

Frequently Asked Questions

Below are answers to some of the most common student borrower questions. The following FAQs are provided for informational purposes and are intended to provide general guidance.

The FAQs are not legal advice.

If you need assistance or have questions regarding issues with your student loan servicer, please email our Student Loan Ombudsperson at dob.studentloanombuds@ct.gov, or call (860) 240.8122.

  • What type of federal student loans do I have?

    Borrowers can have several different types of federal loans, including Direct Loans, Federal Family Education Loans (FFELs), and Perkins Loans.  Some federal loans are owned by the U.S. Department of Education while others are owned by private companies. Borrowers may have a mix of federally and privately owned federal loans.

    To find out what type of loan you have, log on to your Federal Student Aid (FSA) account and you will find your “Loan Types” in your account dashboard. 

    Please note that private student loans will not appear on your FSA account.

  • What is the difference between federal student loans and private student loans?

    Federal student loans are offered and funded through the U.S. Department of Education through the William D. Ford Direct Loan Program (since 2010).  Federal student loans have several repayment options that can help with affordability based on several factors, including but not limited to:  income, family size, employment situation and current education.  Federal student loan eligibility is determined through the completion of the Free Application for Federal Student Aid (FAFSA).

    Private student loans are loans offered through private organizations such as banks, credit unions, schools, and state-based or state affiliated organization.  Private student loans may consider various factors for eligibility including, but not limited to, credit history, employment status, and education status.  Additionally, private lending may not offer the same benefits, flexibility, and repayment terms as federal student loans.

    Whether you obtain a federal student loan, private student loan, or both, you're obligated to repay the money borrowed, plus interest, regardless of if you graduate or not.

  • What is difference between a lender and a servicer?

    The lender is the company or organization lending you the money. They “originate” the loan.

    The servicer is the company that tracks loans while you are in school, collects and processes your loan payments, responds to borrower inquiries and processes changes in repayment plans, deferments, forbearances, or other activities. In most cases, the servicer is the borrower’s main point of contact.

    Learn more information about your federal student loan servicer.

  • My student loan payments are too high, what are my options?

    Federal student loans offer several different repayment options which may reduce your monthly student loan payment.  The Department of Education’s Loan Simulator can help to estimate payments and choose the right plan for you.  Additionally, your servicer can assist you with alternative repayment options that may help to reduce your monthly loan payment.

    Private student loan borrowers should contact their lending company for alternative repayment options.

    Please remember that payment pauses, known as deferment and forbearance, may accrue interest and capitalization and may increase your principal balance and monthly payments over your repayment terms.

  • My loan is in default, what can I do?

    There are two main ways to get out of default:  by rehabilitating your loan(s) and consolidating your loan(s). Read about those options here.

    In April 2024, the U.S. Department of Education announced the Fresh Start Initiative to help borrowers that are in default. Under Fresh Start borrowers will have the chance to reenter repayment in good standing, eliminate the impact of default and regain several student aid benefits.

  • What if I have a problem with my loan servicer?

    The Office of the Student Loan Ombudsperson assists with complaints from student borrowers and enforces violations of the underlying law.

    If you are a Connecticut resident and are experiencing issues with your loan servicer, contact the Office of the Student Loan Ombudsperson via email at dob.studentloanombuds@ct.gov, call toll-free at 800.831.7225 option 2, or file a complaint online.