How to Call Your Student Loan Servicer
Last updated: March 19, 2026
With over 43 million Americans carrying federal student loan debt (Federal Student Aid data), there's a good chance you'll need to call your loan servicer at some point. Whether it's about an income-driven repayment plan, PSLF certification, or a missed payment, the phone call doesn't have to be painful. Here's how to get through and what to say.
- MOHELA 1-888-866-4352 (Mon – Fri, 7 a.m. – 9 p.m. CT)
- Nelnet 1-888-486-4722 (Mon – Fri, 7 a.m. – 9 p.m. CT)
- Aidvantage 1-800-722-1300 (Mon – Fri, 7 a.m. – 9 p.m. CT)
- EdFinancial 1-855-337-6884 (Mon – Fri, 7 a.m. – 9 p.m. CT)
- Federal Student Aid 1-800-433-3243 (Mon – Fri, 8 a.m. – 11 p.m. ET)
- Find your servicer studentaid.gov (log in with your FSA ID)
- Avg hold time 15 – 60 minutes depending on servicer and time of year
- Best time to call Mid-week, early morning or after 5 p.m.
Step one: figure out who your servicer is
This is the part that trips people up. Your servicer might have changed — sometimes more than once — without much fanfare. The fastest way to find out:
- Go to studentaid.gov and log in with your FSA ID
- Navigate to "My Aid" to see your loans and current servicer
- If you can't log in, call Federal Student Aid at 1-800-433-3243 — they can look it up
What to have ready
Loan servicer agents verify your identity before discussing your account. Have these on hand before you dial:
- Social Security number
- Date of birth
- Account number (on your servicer's website or any correspondence)
- Most recent tax return (AGI and filing status) — needed for IDR discussions
- Employer details if asking about PSLF
- Any letters or notices you've received from your servicer
Getting through the phone tree (MOHELA)
MOHELA is the largest federal loan servicer and handles all PSLF accounts. Their phone tree is typical of the bunch:
- Call 1-888-866-4352
- Select your language
- Enter your Social Security number or account number when prompted
- Press
0or say "representative" to skip the automated options - Select the reason for your call (payments, PSLF, general inquiry)
- Hold for a representative
Nelnet and Aidvantage follow similar patterns. When in doubt, pressing 0 repeatedly or saying "agent" usually gets you to a person faster.
Income-driven repayment (IDR)
If your monthly payment feels unmanageable, an income-driven repayment plan can cap it at a percentage of your discretionary income. There are several plans — SAVE, PAYE, IBR, and ICR — and your servicer can help you pick the right one.
What to say
"I'd like to enroll in an income-driven repayment plan. My account number is [number]. My most recent adjusted gross income is [amount] and my family size is [number]. Can you help me figure out which IDR plan would give me the lowest monthly payment?"
You can also apply online at studentaid.gov/idr, but calling lets you ask questions in real time and make sure you're picking the right plan.
Public Service Loan Forgiveness (PSLF)
PSLF forgives your remaining balance after 120 qualifying payments while working full-time for a qualifying employer (government or nonprofit). As of 2025, over 1 million borrowers have received PSLF forgiveness (Department of Education).
What to say
"I'm calling about Public Service Loan Forgiveness. My account number is [number]. I work for [employer name], which is a [government agency / 501(c)(3) nonprofit]. I'd like to [submit my employer certification / check my qualifying payment count / ask about my forgiveness timeline]."
Deferment or forbearance
If you're going through a rough patch — job loss, medical issues, or going back to school — you may be able to temporarily pause your payments.
What to say
"I need to discuss deferment or forbearance options. My account number is [number]. I'm currently [unemployed / experiencing economic hardship / enrolled in school at least half-time]. What are my options for temporarily pausing my payments, and how would each affect my interest?"
Ask about the difference between deferment and forbearance — with deferment on subsidized loans, the government may cover your interest. With forbearance, interest always accrues.
Disputing a payment or balance
What to say
"I believe there's an error on my account. My account number is [number]. I made a payment of [amount] on [date] and it [hasn't been applied / was applied to the wrong loan / doesn't match my records]. Can you check the payment history and help me resolve this?"
Tips to cut your hold time
- Call early or late. Right when lines open (7 a.m. CT for most servicers) or in the evening after 5 p.m. tends to have the shortest waits.
- Avoid January and October. These are peak months — January because of tax season and New Year's resolutions, October because of payment restarts and recertification deadlines.
- Use the callback feature. Some servicers (like Nelnet) offer to call you back instead of keeping you on hold. Always take this option if offered.
- Check your servicer's website first. Payment history, IDR applications, and PSLF forms are often available online. If your question is simple, you might not need to call at all.
- Take notes during the call. Write down the agent's name, the date, and what they told you. If there's ever a dispute, this documentation matters.
- Be specific about what you want. "I want to enroll in the SAVE plan" gets a faster result than "I need help with my payments."
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