Call Script for IDR Recount Issue

I put this script together because many borrowers who consolidated their federal student loans under the Income-Driven Repayment (IDR) recount adjustment have not received the correct payment credit toward loan forgiveness. The U.S. Department of Education's policy states that the longest repayment period among consolidated loans should be applied, yet many servicers have miscalculated or failed to properly update borrowers' payment counts.

· By following this script, borrowers can:

· Verify their payment count and identify discrepancies.

· Challenge incorrect calculations with their loan servicer.

· Request a manual review to ensure they receive the full credit they are entitled to.

· Escalate to the Ombudsman if their issue is not resolved.

Without a structured approach, borrowers may struggle to get clear answers from loan servicers, leading to delayed forgiveness or unnecessary extra payments. This script ensures they navigate the process effectively and advocate for the payment credits they deserve.

Step 1: Prepare Before Calling

What to Do Before the Call:

1. Log in to StudentAid.gov and go to your Loan Dashboard (the IDR counter should be on the right).
2. Review your loan details and payment history, including loans with a $0 balance that were consolidated.
3. Find the earliest recorded date for any loan where:
• A payment was made, or
• The loan was in deferment (if applicable under IDR rules).
4. Note any discrepancies between your records and your servicer’s reported payment count.
5. Have this information ready for your call.

How to Access Your Loan History:

1. Log in to https://studentaid.gov.
2. Go to your Loan Dashboard and open the Loan Details section.
3. Click on each loan (including paid-off/consolidated loans) to view the detailed payment history.
4. Write down the earliest recorded repayment or deferment date and your total qualifying payments.
5. Keep this information handy when speaking with your servicer.
6. Also consider printing .pdfs or taking screenshots of this information.

Step 2: Call Your Loan Servicer

What Needs to Be Discussed:

State your concern: You believe your IDR recount is incorrect.
Provide your findings: Reference the oldest recorded payment or deferment date from your records.
Ask for verification: How was your repayment time calculated?
Request a breakdown: Ask for a detailed report of counted payments.

Call Script for Loan Servicer

Opening Statement:
"Hello, my name is [Your Name], and I’m calling regarding my Income-Driven Repayment (IDR) recount and consolidation payment history. I recently consolidated my federal student loans as part of the IDR Adjustment, and my understanding is that I should have received credit for the longest repayment period of any of my previously consolidated loans. However, based on my updated loan history, I believe my recount is incorrect, and I need assistance in reviewing and correcting this issue."

Provide Your Findings:
"I have reviewed my loan payment history on StudentAid.gov, and I can see my earliest recorded payment/deferment date was [Oldest Date Found]. Based on this, I believe my qualifying payment count should be [Expected Count], but my servicer is showing [Reported Count]. Can you please explain what this loans payment was not calculated? Also verify how my qualifying time was calculated and provide a breakdown of each disputed loan’s counted repayment time?

Step 3: Request a Review or Correction

What Needs to Be Discussed:

Request a manual review if the payment count appears incorrect.
Ask for a written confirmation of how your payments were calculated.
Request a copy of your payment history and any recalculated payment count.

Call Script for Review Request

"If my IDR recount is incorrect, I would like to submit a request for a manual review and correction of my qualifying payment count. Please confirm:

1. How was my repayment history determined after consolidation?
2. Did my consolidation loan receive credit for the longest repayment history among my previous loans?
3. If not, can you explain why my total time in repayment was reduced?

I also request a copy of the detailed payment history used in the calculation, showing how each loan’s payments were counted toward IDR forgiveness."

Step 4: Escalate to the Department of Education’s Ombudsman (If Necessary)

What Needs to Be Discussed:

Explain the issue: Your servicer has not resolved your concern.
Request a formal review of your payment count.
Ask for a direct response from the Department of Education.

Ombudsman Contact Information

• Phone: 1-877-557-2575
• Online Complaint Form: https://studentaid.gov/feedback-ombudsman/disputes/prepare

Call Script for Ombudsman

"Hello, I am calling because my IDR Recount does not appear to reflect the correct number of qualifying payments toward loan forgiveness. I consolidated my loans in accordance with the Department of Education’s IDR Adjustment guidance, which states that the longest repayment history among my consolidated loans should be applied to my new Direct Consolidation Loan. However, my servicer has provided an incorrect payment count, and I have been unable to resolve this issue directly with them.

I would like to formally request a review of my IDR payment count and have my qualifying months recalculated to reflect the correct total. Can you assist me in resolving this issue?"

Final Steps: Documentation & Follow-Up

What Needs to Be Done After the Call:

✅ Take notes on the call (representative names, dates, and case numbers).
✅ Request written confirmation of any updates or investigations.
✅ Follow up regularly to check on the review status.

Appendix: Deferment and IDR Payment Count Adjustment Rules

Key Deferment Rules That Affect IDR & PSLF Payment Counts:

1. Deferments That Count Toward IDR and PSLF:
• Any deferment before 2013 (except in-school deferment) counts as time in repayment.
• Military-related deferments from 2013 onward count as time in repayment.
• Economic hardship deferments from 2013 onward count as time in repayment.
2. Eligible Loans & Timeframe Considerations:
• These adjustments apply only to loans eligible for the payment count adjustment.
• Only months in deferment on or after July 1, 1994, will be credited for IDR.
• For PSLF, only deferment periods after October 1, 2007, will count.
3. Future Considerations Under the SAVE Plan:
• The Department of Education is evaluating ways to include more past and future deferments toward IDR and PSLF forgiveness.
4. Deferments That Do Not Count:
• Time spent in an in-school status or an in-school deferment does not count as time in repayment.