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.
Contact Method Details
Via Account Access Sign in to your account to send a secure email:
By Email Officeofconsumeradvocacy@pheaa.org
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.

Student Loan Ombudsperson/Advocate Offices

CFPB
Attn: CFPB Ombudsman’s Office
1700 G. St. N.W.
Washington, DC 20552
(855) 830-7880
CFPBOmbudsman@cfpb.gov
https://www.consumerfinance.gov/consumer-tools/student-loans/

California
California Department of Financial Protection and Innovation (DFPI)
DFPI Main Office – Sacramento
2101 Arena Boulevard
Sacramento, CA 95834
(916) 445-7205
(866) 275-2677
https://dfpi.ca.gov/file-a-complaint/

Colorado
Colorado Attorney General’s Student Loan Ombudsperson
Office of the Attorney General
(702) 508-MySL (6975)
studentloans@coag.gov
http://www.coag.gov/studentloans

Connecticut
Department of Banking
260 Constitution Plaza
Hartford, CT 06103-1800
(860) 240-8299
1-800-831-7225
https://portal.ct.gov/DOB/Consumer/Consumer-Complaints/Student-Loan-Servicer

District of Columbia
Student Loan Ombudsman
Department of Securities, Insurance & Banking
(202) 727-8000
dcloanhelp@dc.gov
https://disb.dc.gov/page/meet-student-loan-ombudsman

Illinois
Student Loan Ombudsman
Office of the Attorney General
1-800-455-2456
http://www.illinoisattorneygeneral.gov/

Maine
Student Loan Ombudsman
Department of Professional and Financial Regulation
Bureau of Consumer Credit Protection
35 State House Station Augusta, ME 04333
(207) 624-8527
1-800-332-8529
http://www.maine.gov/pfr/consumercredit

Maryland
Student Loan Ombudsman
Office of the Commissioner of Financial Regulation
Maryland Department of Labor
500 North Calvert Street, Suite 402
Baltimore, MD 21202
(410) 230-6077
1-888-784-0136
studentloan.ombudsman@maryland.gov
https://www.dllr.state.md.us/finance/consumers/frslombud.shtml

Massachusetts
Ombudsman’s Student Loan Assistance Unit
Office of Attorney General
Insurance and Financial Services Division
1 Ashburton Place, 20th Floor
Boston, MA 02108
(617) 727-2200 (AG)
1-888-830-6277 (Unit)
https://www.mass.gov/service-details/student-loan-assistance

Minnesota
Department of Commerce
Main Office, Golden Rule Building
85 7th Place East
Suite 280
Saint Paul, Minnesota 55101
(651) 539-1500
(651) 539-1441
1-800-657-3602
commissioner.commerce@state.mn.us

Nevada
Student Loan Ombudsman
Office of Nevada State Treasurer
555 E. Washington Ave
Suite 5200
Las Vegas, Nevada 89101
(702) 486-3384
SLO@nevadatreasurer.gov

New Jersey
Department of Banking and Insurance
Student Loan Ombudsman
Office of Consumer Finance
1-800-446-7467
https://www.state.nj.us/dobi/division_consumers/finance/studentloan/index.html

New York
Student Loan Advocate
NYS Department of Financial Services
New York City – Main Office
1 State Street
New York, NY 10004-1511
1-800-342-3736
students@dfs.ny.gov
http://www.dfs.ny.gov/consumers/student_protection

Rhode Island
Office of Attorney General
Consumer Protection Unit
(401) 274-4400
http://www.studentloanrightsri.com/

Virginia
Office of the Qualified Education Loan Ombudsman
State Council of Higher Education for Virginia
Student Loan Advocate
101 N. 14th Street, 10th Floor
James Monroe Building
Richmond, VA 23219
(804) 225-2600
(804) 786-2832
studentloan@schev.edu
http://www.schev.edu/studentloan

Washington
Student Loan Advocate
Washington Student Achievement Council
917 Lakeridge Way SW
Olympia, WA 98502
(360) 753-7800
info@wsac.wa.gov
https://wsac.wa.gov/loan-advocacy