Office of Consumer Advocacy
The Pennsylvania Higher Education Assistance Agency’s (PHEAA) Office of Consumer Advocacy provides assistance to consumers with problems and concerns related to their student loans or grants that are serviced or administrated by PHEAA. Our knowledgeable analysts will serve as your liaison as needed throughout the review of your account. The Office of Consumer Advocacy strives to ensure that every consumer is treated fairly and that information regarding your account is communicated accurately and effectively.
The Office of Consumer Advocacy works with the PHEAA operational staff who manage your account to address questions and concerns and help you understand options that may be available to assist you. In some cases, particularly when addressing issues related to income driven repayment plans, loan forgiveness, deferments, forbearance, and loan discharges; available options are limited by and contingent upon the type of student loan you have, your promissory note or loan agreement, and applicable laws and regulations.
What can you do to ensure the Office of Consumer Advocacy can provide you exemplary support?
- Make sure to contact us only after you have tried to resolve your concerns with the contact center first.
- Have your account or social security number available.
- You must be an authorized party to discuss account specifics – if you do not contact us through your online account, make sure you provide your account number and date of birth for quick authorization.
- Be transparent about your concerns and your desired outcome so that we may best serve your needs.
- Provide any documentation you feel supports your concerns.
- Contacting us through your online account is the most efficient entry point and provides an electronic record of your concerns.
- Please be patient, researching your account thoroughly can be time consuming, but don’t forget, we are here to help you!
- Understand that our ability to address your concerns will be based upon, and in some cases limited by, applicable federal and state laws and regulations, the terms of your loan agreement or promissory note, and lender policies and guidelines.
|Via Account Access||Sign in to your account to send a secure email:|
|By U.S. Mail||PHEAA
The Office of Consumer Advocacy
1200 North 7th Street
Harrisburg, PA 17102
|By Phone||1-800-213-9827 – Leave a recorded message.
Calls will be returned Monday to Friday, 8:00 AM to 5:00 PM (ET).
While the Office of Consumer Advocacy is not your first resource to address your concerns, we are also not your last resource. Several federal and state-level agencies provide consumers additional support when the consumer is dissatisfied. Review our list of contact information for the Student Loan Ombudsperson/Advocate Offices.