Student-Loan Payment Processors Draw Probe on Wait Times, Borrower Advice

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https://www.wsj.com/us-news/education/student-loan-payment-processors-draw-probe-on-wait-times-borrower-advice-1235976e The federal government is investigating allegations of botched customer service by loan- processing companies over their handling of questions about the resumption of student-loan repayments following a three-year pandemic pause.

Borrowers have said they faced long delays on customer-service lines, with many hanging up after hearing estimates of lengthy wait times, people familiar with the matter said. Borrowers have also complained about the guidance that customer-service representatives or the companies’ automated systems are providing.This copy is for your personal, non-commercial use only. Distribution and use of this material are governed by our Subscriber Agreement and by copyright law.

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