Date First Name, Last Name Address City, State Zip Code. [Case Type] Case Number: [Case #] [thread id] Sincerely,
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1 Privacy Release Request This template will be used to request a third party privacy release form if needed to handle the complaint. Dear Mr. /Ms. (Primary Contact Last Name) Thank you for contacting the Department of Education. We would like to assist you, if possible. To do so, we will need (Complainant Name) to complete the enclosed Privacy Release Statement. Please upload the document to Case [Case #] via My Cases or reply to this with the completed form. If you have additional questions, please reply to this . Acknowledgment - Compliment This template will be used to acknowledge a compliment has been received received your compliment, and are pleased you have had a positive student loan experience. Acknowledgment - Suspicious Activity This template will be used to acknowledge a Suspicious Activity has been received received your Suspicious Activity Report. We will look into your case and will contact you if further assistance is required. Your Case number is: [Case #]. Please reference this case number when contacting us about this report. 1
![To do so, we will need (Complainant Name) to complete the enclosed Privacy Release Statement. Please upload the document to Case [Case #] via My Cases or reply to this email with the completed form.](/docs-images/51/14416425/images/page_1.jpg "If you have additional questions, please reply to this email.")
2 Acknowledgment - Complaint - This template will be used to acknowledge a complaint has been Request Response received Thank you for contacting Federal Student Aid regarding your complaint. You can expect to hear back from a member of our support team in the next 2 business days. Your Case number is: [Case #]. Please reference this case number when contacting us about this complaint. Acknowledgment - Complaint - This template will be used to acknowledge a complaint has been No Response Requested received and no response has been requested received your complaint case. Thank you for your time. Your Case number is: [Case #]. Please keep this number for your reference. 2
3 Transferred to Ombudsman The purpose of this template is to inform a customer that their case was closed within the ECS system and reopened as an ombudsman case. Thank you for filing a complaint with the Department of Education. The information you have provided requires further investigation. In an effort to further assist you, we have closed your complaint case [Case #] and opended a new case that will be handled by the Ombudsman group. The Ombudsman group will be in contact within the next 2 business days. In that time they will work to identify additional actions required to resolve your case and provide you with a new case number. If you have not been contacted within 2 business days please reach out to the Ombudsman Group at (877) Customer Update Received This template will be used to acknowledge when a customer has submitted an update to a case Update Received,Case Number: [Case #] [thread id] We have received your update and will be in touch with any further action or resolution. 3
![In an effort to further assist you, we have closed your complaint case [Case #] and opended a new case that will be handled by the Ombudsman group.](/docs-images/51/14416425/images/page_3.jpg "The Ombudsman group will be in contact within the next 2 business days. In that time they will work to identify additional actions required to resolve your case and provide you with a new case number.")
4 Referred Externally This template will be used when a complaint case has been referred externally Thank you for contacting the Department of Education. While we recognize your concerns, the U.S. Department of Education does not oversee the business practices of entities offering the services you describe. We are unable to provide you direct assistance with this matter. We would like to inform you that your case has been closed. If you require further assistance please contact (insert external party) and they will work to identify any steps that may be needed to resolve your complaint. Resolved - Federal Regulation This template will be used when a complaint case has been resolved because of a policy Resolved, [Case Type] Case Number: [Case #] [thread id] reviewed your complaint [Case #] regarding [Complaint category- Complaint Subcategory] We would like to inform you that the status of your case has been updated to closed. Federal Regulation policy restricts the Department of Education from taking action on behalf of your complaint at this time. Please see the attached policy to understand the reason for closing your case. 4
5 No Response from Customer A standard to indicate a case will be closed if there is no further response. No Response, [Case Type] Case Number: [Case #] [thread id] been unable to reach you at (insert telephone number or address). The information provided does not allow us to move forward with resolving your complaint. Your case is currently inactive and will close in 14 days from the date of this message if no response is received. Please reply to this at your earliest convenience. Complaint Resolved This template will be the backbone behind any sent to a customer when a case is resolved. Tier 2's will be able to provide additional detail as well Resolved, [Case Type] Case Number: [Case #] [thread id] reviewed your complaint [Case #] regarding [complaint category-sub category]. We would like to inform you that your complaint has been resolved. The following actions were taken to resolve your complaint: (Insert bullets explaining actions taken to resolve case) 5
6 Referred Private Loans This template will be used if someone submits a complaint about a private loan servicer received your complaint about federal student loans. The Department of Education does not have jurisdiction over private loan matters. You will need to work directly with the loan holder to resolve your concerns, as permitted under the terms and conditions of the promissory note. If you are unable to resolve this matter, please contact the Consumer Financial Protection Bureau at Request Upload When requesting a customer to upload additional documentation via the Web Upload Requested, [Case Type] Case Number: [Case #] [thread id] The purpose of this message is to request additional documentation in reference to your case [Case #]. To continue working your case, it is required that you upload (Insert document desciption]. Please upload this file via My Cases or reply to this with the completed form. [Italicized and in brackets] : Pre-populated 6
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