Support & Contact FAQ

We offer multiple ways to get in touch: phone support at (800) 684-9745 during business hours (8 AM - 5 PM PST, Monday-Friday), email support at [email protected] (24/7). You can also schedule callback appointments through our online calendar system for more complex discussions.

Our phone support is available Monday-Friday, 8 AM to 5 PM PST. Email support is monitored 24/7 with responses typically within 24 hours during business days and 24-48 hours on weekends. Urgent issues are prioritized with same-day responses. Emergency situations (application deadlines, servicer errors) have dedicated priority handling. We also provide extended hours during peak periods like application deadlines or federal program changes.

We provide comprehensive ongoing support including regular status updates, proactive communication about your your files and applications, assistance with servicer interactions, help resolving any issues or errors, guidance through additional documentation requests, support for annual recertifications, deadline reminders and calendar management, and strategic advice as your situation changes. You'll have a dedicated specialist assigned to your case who knows your complete situation and history.

For non-urgent questions, you can always send an email or leave a message, and we'll respond first thing the next business day. For time-sensitive issues like approaching deadlines or urgent servicer problems.

We provide an extensive library of resources including detailed program guides for each forgiveness option, step-by-step application tutorials, video walkthroughs of complex processes, document templates and checklists, frequently updated program news and changes, webinar recordings on common topics, calculation tools for estimating savings, and interactive guides for understanding your options. All materials are written in plain English and updated regularly to reflect program changes.

If you're not satisfied with the initial support response, you can request escalation to a senior specialist or department supervisor. We have a formal escalation process that ensures your concerns are addressed at the appropriate level. For serious complaints, you can request to speak with a manager or submit a formal complaint through email at [email protected]. We take all feedback seriously and will work to resolve issues promptly and fairly. We also provide information about external complaint processes when applicable.

Yes, our support continues after approval to help with implementation and ongoing compliance. This includes assistance with understanding your new payment terms, setting up automatic payments, annual recertification reminders and help, employment certification assistance for PSLF, ongoing program compliance monitoring, and guidance on maintaining your benefits. We also provide support for any post-approval issues or questions that arise. Our relationship doesn't end when your applications are approved.

We provide bilingual support in Spanish and English, with native Spanish-speaking specialists available during business hours. Our key documents and resources are available in both languages, and we can conduct consultations and ongoing support in Spanish. For other languages, we work with professional translation services when needed and can arrange interpreter services for important calls or meetings. We're committed to ensuring language is not a barrier to accessing loan forgiveness assistance.