Borrower Communications Timeline

We regularly reach out to our students and borrowers to keep them informed and up to date about their loans.

Here are the standard communications—both written and online—that are sent from the time we begin servicing their loans until the start of repayment.

Student Borrower

Milestones and Communications 

Milestone

Communication

Student borrows first federal loan, which we begin servicing. Welcome Letter/Privacy Notice (PDF)
Welcome Email
Student receives disbursement on a new or existing loan. Disbursement Notification Email
Student currently enrolled in school. Loan Summary Email
Student requests to pay interest on the loan while in school.* Interest Bill (PDF)
Student's disbursement is at least 120 days in the past. Begin education on interest. Outstanding Interest Email
Student changes enrollment status. Repayment to In School Email
In School to Repayment Email
Deferment/Forbearance Removed Email
Deferment Added or Changed Email
Student begins grace period. Entering Grace Email
Entering Grace Email for Withdrawn Borrowers
Student has 90 days left of grace period. 3-Month Grace Email
Student has 20 days left of grace period.* Interest Notice (PDF)
Student is about to enter repayment. Repayment Obligation/
Schedule Disclosure Statement
(PDF)
Student enters repayment. Installment Bill (PDF)
Student enters repayment. Entering Repayment Email
Entering Repayment Email for Withdrawn Borrowers

* Information Regarding Interest Bills and Interest Notices

To receive an interest bill while in school, a student must contact us and request to pay interest.

We send quarterly interest bills to all students who make this request, allowing them up to 30 days to pay the amount that has accrued. We do not penalize any student who chooses not to pay this quarterly interest bill, but we will not send additional quarterly bills if a bill goes unpaid for 30 days.

All students, regardless of whether or not they pay interest while in school, receive an interest notice when they have 20 days left of the grace period.

A student can view or pay the amount of interest that has accrued on the loan by signing in to Account Access, our online account management tool, at any time.

PLUS Borrower

Milestones and Communications 

Milestone

Communication

PLUS borrower borrows first federal loan, which we begin servicing. Welcome Letter/Privacy Notice (PDF)
Welcome Email
PLUS borrower receives disbursement on a new or existing loan. Disbursement Notification Email
PLUS borrower or student currently enrolled in school. Loan Summary Email
PLUS borrower is about to enter repayment. Repayment Obligation/Schedule Disclosure Statement (PDF)
PLUS borrower's repayment is deferred.* Repayment Deferred Letter (PDF)
PLUS borrower enters repayment. Installment Bill (PDF)

* Information Regarding the Repayment Deferred Letter
This letter is only sent to PLUS borrowers who are enrolled full-time and are placed on an In-School Deferment.

PSLF Borrower

Milestones and Communications 

Milestone

Communication

Borrower calls and requests an Employment Certification Form (ECF). ECF Cover Letter and Form (PDF)
Borrower submits ECF (Approval). Approval Letter for FedLoan Servicing Borrower (PDF)
Approval Letter for Non-FedLoan Servicing Borrower (PDF)
Borrower submits ECF (Denial). Denial Letter (PDF)
Welcome communications for borrowers that transfer to us for servicing. Welcome Letter (PDF)
Welcome Email
Borrower submits a qualifying payment (sent only when a new ECF is received). Qualifying Payments Letter (PDF)
Borrower is not currently on an eligible repayment plan. Quarterly Email
Borrower is on an eligible repayment plan but plan is not beneficial. Quarterly Email

Consolidation Borrower

Milestones and Communications 

Milestone

Communication

We received a borrower's initial application. Standard Receipt Email
Grace Hold Email
PSLF Qualifying Payments Letter (PDF)
PSLF Potential Qualifying Payments Letter (PDF)
Borrower requested to have their application held until after their grace period expires. Grace Hold Expiration Letter (PDF)
Grace Hold Expiration Email
Borrower's consolidation is nearly complete. Loan Summary Statement (PDF)
Borrower's consolidation is complete. Welcome Letter (PDF)
Borrower requested to add loans to their Direct Consolidation Loan. Receipt Email
Borrower's additional funds will be disbursed in 10 business days. Add-on Loan Summary Statement (PDF)
Borrower's additional funds are disbursed. Add-on Welcome Letter (PDF)

Delinquent Borrower

Milestones and Communications 

Milestone

Communication

Borrower is in the early stage of delinquency (1-120 days delinquent). Sample Letter (PDF)
Sample Email
Borrower is in the mid stage of delinquency (121-240 days delinquent). Sample Letter (PDF)
Sample Email
Borrower is in the late stage of delinquency (241-360 days delinquent). Sample Letter (PDF)
Sample Email

We reach out to our borrowers beginning at the seventh day of delinquency to get them back on track to successful repayment. This outreach includes telephone calls, emails, and letters, in addition to their monthly billing invoices.

Did you know?

We continue to pursue a delinquent borrower up to day 360, when the loan is sent to the U.S. Department of Education's Default Recovery Group.

TEACH Grant Recipient

Milestones and Communications 

Milestone

Communication

Recipient's TEACH Grants transfer to us for servicing. Welcome Letter (PDF)
Welcome Email
Recipient receives disbursement on a TEACH Grant. Grant Disbursement Notification Letter (PDF)
Grant Disbursement Notification Email
Recipient's TEACH Grants were adjusted. Grant Adjustment Notification Letter (PDF)
Recipient receives notice of their quarterly interest accrual. Quarterly Interest Notice Email
Recipient receives notice of their annual interest accrual. Annual Interest Notice Letter (PDF)
Recipient needs to certify their status. Initial Request for Certification Letter (PDF)
Recipient needs to certify their status. Initial Certification Follow Up Email
Recipient didn't respond to initial certification letter or follow up email. Initial Certification Reminder Letter (PDF)
Recipient has 60 days until their annual certification due date. Annual Request for Certification Letter (PDF)
Recipient has 30 days until their annual certification due date. Annual Certification Follow Up Letter (PDF)
Recipient has yet to certify their status. Annual Certification Final Reminder Letter (PDF)
Recipient's certification was accepted. Certification Approval Letter (PDF)
Recipient satisfied a portion of their service obligation. Satisfied Partial Service Obligation Notification Letter (PDF)
Recipient's certification was not approved. Certification Denial Letter (PDF)
Recipient satisfied their service obligation. Service Obligation Satisfied Letter (PDF)
Recipient didn't follow the appropriate steps as outlined and agreed to in their Agreement to Serve. Grants to Loan Conversion Letter (PDF)
Recipient didn't have enough time to satisfy their service obligation. Grants to Loan Conversion Letter (PDF)
Recipient requested that we convert their TEACH Grants to loans. Grants to Loan Conversion Letter (PDF)

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