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Federal Student Loans: Education Needs to Address Gaps in Servicer Oversight. Report to Congressional Requesters. GAO-26-108534

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Title: Federal Student Loans: Education Needs to Address Gaps in Servicer Oversight. Report to Congressional Requesters. GAO-26-108534
Language: English
Authors: Melissa Emrey-Arras, US Government Accountability Office (GAO)
Source: US Government Accountability Office. 2026.
Availability: US Government Accountability Office. 441 G Street NW, Washington, DC 20548. Tel: 202-512-6000; Web site: http://www.gao.gov
Peer Reviewed: N
Page Count: 20
Publication Date: 2026
Intended Audience: Policymakers
Document Type: Legal/Legislative/Regulatory Materials
Reports - Evaluative
Education Level: Higher Education
Postsecondary Education
Descriptors: Student Loan Programs, Student Financial Aid, Federal Government, Public Agencies, Federal Programs, Loan Repayment, Accuracy, Job Layoff, Program Administration, Documentation, Supervision, Problems, College Students, Federal Aid, Quality Control, Job Performance
Abstract: Department of Education's Office of Federal Student Aid (FSA) is statutorily responsible for managing federal student aid programs and overseeing contracted student loan servicers. The servicers process loan payments, provide borrowers with information on repayment plans and forgiveness options, and maintain loan records. In April 2024, FSA implemented new contracts for its student loan servicers that set performance standards for student loan servicers on six metrics, including accuracy and call quality. Under these contracts, FSA enforces financial penalties if servicers do not meet performance standards related to these metrics. The Government Accountability Office (GAO) was asked to review Education's capacity to carry out its statutory responsibilities. This report examines the extent to which recent staffing reductions have affected how FSA carries out its responsibilities to oversee loan servicers. Additional reports will examine related topics at other offices within Education. For this report, GAO reviewed FSA documentation, servicer performance and billing reports, and relevant laws. GAO also interviewed FSA officials as well as representatives of borrower advocacy organizations.
Abstractor: ERIC
Entry Date: 2026
Accession Number: ED680526
Database: ERIC
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  Data: Federal Student Loans: Education Needs to Address Gaps in Servicer Oversight. Report to Congressional Requesters. GAO-26-108534
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  Data: US Government Accountability Office. 441 G Street NW, Washington, DC 20548. Tel: 202-512-6000; Web site: http://www.gao.gov
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  Data: <searchLink fieldCode="EL" term="%22Higher+Education%22">Higher Education</searchLink><br /><searchLink fieldCode="EL" term="%22Postsecondary+Education%22">Postsecondary Education</searchLink>
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  Data: <searchLink fieldCode="DE" term="%22Student+Loan+Programs%22">Student Loan Programs</searchLink><br /><searchLink fieldCode="DE" term="%22Student+Financial+Aid%22">Student Financial Aid</searchLink><br /><searchLink fieldCode="DE" term="%22Federal+Government%22">Federal Government</searchLink><br /><searchLink fieldCode="DE" term="%22Public+Agencies%22">Public Agencies</searchLink><br /><searchLink fieldCode="DE" term="%22Federal+Programs%22">Federal Programs</searchLink><br /><searchLink fieldCode="DE" term="%22Loan+Repayment%22">Loan Repayment</searchLink><br /><searchLink fieldCode="DE" term="%22Accuracy%22">Accuracy</searchLink><br /><searchLink fieldCode="DE" term="%22Job+Layoff%22">Job Layoff</searchLink><br /><searchLink fieldCode="DE" term="%22Program+Administration%22">Program Administration</searchLink><br /><searchLink fieldCode="DE" term="%22Documentation%22">Documentation</searchLink><br /><searchLink fieldCode="DE" term="%22Supervision%22">Supervision</searchLink><br /><searchLink fieldCode="DE" term="%22Problems%22">Problems</searchLink><br /><searchLink fieldCode="DE" term="%22College+Students%22">College Students</searchLink><br /><searchLink fieldCode="DE" term="%22Federal+Aid%22">Federal Aid</searchLink><br /><searchLink fieldCode="DE" term="%22Quality+Control%22">Quality Control</searchLink><br /><searchLink fieldCode="DE" term="%22Job+Performance%22">Job Performance</searchLink>
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  Label: Abstract
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  Data: Department of Education's Office of Federal Student Aid (FSA) is statutorily responsible for managing federal student aid programs and overseeing contracted student loan servicers. The servicers process loan payments, provide borrowers with information on repayment plans and forgiveness options, and maintain loan records. In April 2024, FSA implemented new contracts for its student loan servicers that set performance standards for student loan servicers on six metrics, including accuracy and call quality. Under these contracts, FSA enforces financial penalties if servicers do not meet performance standards related to these metrics. The Government Accountability Office (GAO) was asked to review Education's capacity to carry out its statutory responsibilities. This report examines the extent to which recent staffing reductions have affected how FSA carries out its responsibilities to oversee loan servicers. Additional reports will examine related topics at other offices within Education. For this report, GAO reviewed FSA documentation, servicer performance and billing reports, and relevant laws. GAO also interviewed FSA officials as well as representatives of borrower advocacy organizations.
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      – Text: English
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      – SubjectFull: Student Loan Programs
        Type: general
      – SubjectFull: Student Financial Aid
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      – SubjectFull: Federal Government
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      – SubjectFull: Job Layoff
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      – SubjectFull: Supervision
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      – SubjectFull: College Students
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      – SubjectFull: Federal Aid
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      – SubjectFull: Quality Control
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      – SubjectFull: Job Performance
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