The Department of Education issued almost $96 billion in higher education loans through its Direct Loan Program in fiscal year 2015. Under this program, students borrow from the federal government, but repay the loan through loan servicers under contract with the Department of Education.

But are these student loan borrowers getting the kind of customer service they need to manage and pay back their loans?

Listen to Melissa Emrey-Arras, a director in our Education, Workforce, and Income Security team, discuss problems with how loan servicers communicate with borrowers, and the need for better oversight of these services.

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