An ombudsman is an impartial party who attempts to resolve disputes from a neutral point of view. The Michigan Guaranty Agency's Ombudsman conducts informal fact-finding investigations about complaints related to student loans guaranteed by MGA. MGA's Ombudsman considers the concerns, positions, and interests of all parties in an objective manner, and does not take sides with any person or group.

MGA's Ombudsman will not reverse decisions made regarding your loan issue. We are here to work with you and the entity involved in your dispute to try to find some resolution, however, the MGA Ombudsman does not have the authority to reverse decisions made concerning your loan issue. Our role is to listen with an open mind, perform a thorough review of the facts, and explore options when efforts you have made to resolve your problem have been unsuccessful.

Before you contact us

As you attempt to resolve your issue with the school, lender, loan servicer, or with MGA Collections remember the following:

• Document your contacts.
  Keep careful notes of each conversation. Note when you called and to whom you spoke. Ask that the representative summarize the conversation in their records as well. Ask them what documentation they require, and then restate your issue in writing when you send them the documentation. Maintain copies of all correspondence.
   
• If necessary, ask to speak with someone higher up.
  In many cases, speaking with a manager can resolve the problem or help you better understand the issue. It is appropriate to request to speak with a manager if you believe your issues are not being addressed by the representative to whom you are speaking.

When to contact us

When you have made every effort to resolve your problem through normal processes and it still is not resolved, then you may consider contacting MGA's Ombudsman. We are here to try to help when other approaches have failed. We will request that you provide us with all documentation you have that relates to your issue, including a record of the efforts you have made to resolve the problem prior to contacting us.

Contact us at:

MGA Ombudsman
P.O. Box 30047
Lansing, MI 48909

1-800-642-5626, ext. 36076
mga@michigan.gov

U.S. Department of Education, FSA Office of the Ombudsman

The U.S. Department of Education also provides assistance through its Federal Student Aid (FSA) Office of the Ombudsman. Contact the FSA Ombudsman at 1-877-557-2575. Additional information regarding the FSA Office of the Ombudsman is available here.