Curious how your student-loan servicer is performing? You might be out of luck — for now.
When asked by Democratic Sen. Elizabeth Warren for data on their performances, the major student-loan servicers delivered nearly identical responses — exclusively reviewed by Business Insider — that referred the lawmaker back to the Department of Education’s Federal Student Aid office.
One servicer, MOHELA, wrote in a January 5 email to Warren that it has “a formal statement that FSA has requested we send.”
The statement, which the other servicers also sent, stated: “Because your letter requests information and data maintained by the Department’s office of Federal Student Aid, we respectfully ask that the request be redirected to the Department via the Office of Legislation and Congressional Affairs.”
Monitoring student-loan servicers’ performance will become more critical this year as the Department of Education begins implementing its repayment changes that President Donald Trump signed into law in his “big beautiful” spending legislation. It will also prove more difficult after the Trump administration slashed staff at the consumer watchdog that played a large role in doing so.
Student-loan borrowers have expressed confusion about the changes, and lawmakers and policy experts have previously stressed the importance of ensuring that servicers are equipped to effectively implement new repayment plans, borrowing caps, and other reforms.
In response to a prior information request from Warren, Undersecretary of Education Nicholas Kent wrote in a letter in September 2025 that “FSA is prioritizing efforts to improve customer service to student and parent borrowers,” and did not comment on formally releasing performance metrics.
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Lawmakers want to know if student-loan borrowers are satisfied with their servicer
The last comprehensive report on servicer performance and borrower data posted on FSA’s website covered the quarter ending September 30, 2024. Past reports have included customer satisfaction scores, average speed to answer calls, and data on the servicers’ portfolios. Warren and Sen. Jeff Merkley wrote in a letter to Education Secretary Linda McMahon that, following the servicers’ responses, they are requesting that the Department of Education publish servicer performance data and make it available to the public.
“ED has repeatedly refused to comply with Congressional requests for basic servicer performance data and now appears to be refusing to allow federal student loan servicers to provide this information, despite previous Administrations granting such requests,” the lawmakers wrote.
Warren and Merkley requested that the Department of Education provide data on a range of topics, including call center performance, customer service staff levels, and communication efforts to borrowers in delinquency and default.
Oversight over the industry has declined due to the Trump administration’s gutting of the Consumer Financial Protection Bureau, a federal watchdog that Warren helped create. The CFPB’s chief legal officer directed the agency’s employees in an April 2025 memo to “deprioritize” student-loan oversight, saying that the goal was to shift oversight responsibility to the states.
Additionally, Warren and a group of her Democratic colleagues released a new report in early February detailing how private lenders are preparing for an influx of federal borrowers due to the new borrowing caps set to go into effect this summer. They wrote that their findings “underscore an urgent need for oversight of the private lending market as these companies prepare to cash in on the Administration’s agenda.”
