Student loan servicers and customer service wait times
| Tracking # |
20-00910-F |
| Submitted | Feb. 3, 2020 |
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Communications
From: Aarthi Swaminathan
To Whom It May Concern:
Pursuant to the Freedom of Information Act, I hereby request the following records:
Any and all emails, documents or reports within the office of Federal Student Aid that specifically detail the the average, median, shortest and longest call waiting times that student loan borrowers are on hold with their student loan servicer (CornerStone, PHEAA, GSMR, Great Lakes, Edfinancial, MOHELA, Navient, Nelnet, OSLA and ESCI).
The requested documents will be made available to the general public, and this request is not being made for commercial purposes.
In the event that there are fees, I would be grateful if you would inform me of the total charges in advance of fulfilling my request. I would prefer the request filled electronically, by e-mail attachment if available or CD-ROM if not.
Thank you in advance for your anticipated cooperation in this matter. I look forward to receiving your response to this request within 20 business days, as the statute requires.
Sincerely,
Aarthi Swaminathan
From: U.S. Department of Education
Dear Aarthi Swaminathan, Request #20-00910-F has been assigned to the request you submitted. In all future correspondence regarding this request, please reference FOIA tracking number 20-00910-F. Please refer to the FOIA tracking number to check the status of your FOIA request at the link provided below: https://foiaxpress.pal.ed.gov/app/CheckStatus.aspx (https://foiaxpress.pal.ed.gov/app/CheckStatus.aspx) For any future correspondence, status updates or questions regarding your request, please contact the FOIA Public Liaison via email to EDFOIAManager@ed.gov Regards, Department of Education, Office of the Executive Secretariat
From: U.S. Department of Education
Good Afternoon,
The FSA FOIA office requires additional information/clarification in order to process your FOIA Request:
Any and all emails, documents or reports within the office of Federal Student Aid that specifically detail the average, median, shortest and longest call waiting times that student loan borrowers are on hold with their student loan servicer (CornerStone, PHEAA, GSMR, Great Lakes, Edfinancial, MOHELA, Navient, Nelnet, OSLA and ESCI).
We have made attempts to contact you (617-299-1832) to inquire on clarification of this request as it relates to the date range of record search. During a phone call with a representative from your office (617-500-7123) on February 25, 2020 at 1:08pm, you provided the following:
Date range of record: Annual records over the last decade (2010-2020)
If there are any further clarifications to be made to this request, please respond at your earliest convenience via email to Nkechi.Ezekwe@ed.gov<mailto:Nkechi.Ezekwe@ed.gov>.
Thank You,
Nkechi Ezekwe
Office of Communications and Outreach
830 First Street N.E., Room LL485
Washington, DC 20202
Email: Nkechi.Ezekwe@ed.gov<mailto:Nkechi.Ezekwe@ed.gov>
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From: U.S. Department of Education
Dear Aarthi Swaminathan,
The status of your FOIA request #20-00910-F has been updated to the following status 'In Process'. To log into the DoEd FOIA Portal click on the Application URL below.
https://foiaxpress.pal.ed.gov/
Sincerely,
Department of Education
From: U.S. Department of Education
Dear Aarthi Swaminathan,
Documents requested by you were delivered via the DoEd FOIA Portal. Please access https://foiaxpress.pal.ed.gov/ to download the documents. Regards,
Department of Education
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