Student Loan FAQ

Frequently Asked Questions About Student Loans

Borrower FAQ

Loan Repayment FAQ

Loan Default FAQ

Who’s My Student Loan Servicer?

Usually. If your loan is not in default, contact your lender to discuss payment channels they have available to you.

If your loan is in default and held by Trellis Company, you may use our online account management tool, myTrellis SM, to make online payments. You can also make payments on your phone with the myTrellis SM Payment App (available for Android and iOS). You can download the app via Google Play or Apple App Store. You will need to create a user account. Payment methods include automatic draft (autodraft) from a checking or savings account at no cost to you. Debit card and credit card payments are also accepted online with a processing fee assessed by our 3rd party payment processor. For more information, contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org.

Get the the myTrellisSM Payment App on Google Play
Download the myTrellisSM Payment App on the App Store

If your loan balance doesn’t reflect all of your payments, or if you believe that you’ve paid your loan in full, request a statement of your account from Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org. After reviewing the information, if you continue to disagree with the balance on record, send two copies of cancelled checks, money orders, or other pertinent information to support any payments not reflected on the statement to Trellis Borrower Services via email or postal mail at Trellis Borrower Services, P.O. Box 83100, Round Rock, TX, 78683-3100.

If your balance does not reflect the federal income tax refund offset about which you were notified, send a copy of your tax refund offset notice to Trellis Borrower Services.

Yes. If your loan is in default and held by Trellis Company, you can download the myTrellis SM Payment App for Android and iOS mobile devices. Please note: New users will need to register.

The myTrellis SM Payment App provides a quick, secure, and mobile-friendly way for our account holders to make a payment on their account, manage payments and account information, and stay up to date on balances.

If you feel that your loan should not be in default, you must provide documentation that shows that your loan was erroneously placed in default even though you took timely and appropriate actions, such as submitting appropriate deferment, forms.

Ask your lender directly about what documentation you need to provide to determine whether your situation warrants reconsideration of its default status.

Borrowers are required to make payments on student loans even if they don’t receive a bill or a repayment notice. Even though they’re not obligated to do so, many lenders send billing statements to borrowers as a convenience. However, not receiving a notice doesn’t remove your obligation to make regular payments. Sometimes a borrower may not receive a billing statement from them because the borrower failed to notify them about address changes.

If you believe that your lender should reconsider placing you in default, contact your lender directly.

Borrowers cannot remove the obligation to repay student loans based on the fact that they were not old enough to take out the loans when they did so. By virtue of 20 U.S.C. 1091a(b)(2) of the Higher Education Act of 1965, the argument that “the signing of a contract by a minor does not create a binding obligation” can no longer release you from your obligation to repay your student loan.

We understand that financial situations can be challenging. If you are unable to repay at this time, please contact us so we can assist you in exploring available options and finding a solution that works for you.

If your loan is not in default, you may qualify for a loan deferment,  forbearance, or change your Repayment Plans | Federal Student Aid. Contact your lender for more information and eligibility requirements.

If your loan is in default and you cannot afford to make payments, contact Trellis Borrower Services to discuss available options. In some cases, you may qualify for lower payment amounts based on your current financial situation provided you can provide evidence of your inability to pay (i.e., paycheck stub, copies of billing statements). Contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org.

If you are not sure who your loan holder is you can visit Who’s My Student Loan Servicer? | Federal Student Aid. This is a federal database for student aid, providing a centralized, integrated view of Title IV loans and grants from approval through payoff. For assistance with your FSA ID, contact the Federal Student Aid Information Center (FSAIC) at (800) 433-3243.

If your loan is not in default, you, or someone on your behalf, should notify the agency servicing the loan of the location and terms of incarceration.

If your loan is in default, Trellis Borrower Services can provide current reporting procedures for individual circumstances — contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org.

Borrowers who are dissatisfied with the quality of the educational services they received sometimes raise this as a defense or objection to repaying a student loan. However, your enrollment agreement with your school is separate and distinct from a loan contract with a lender. Even if you have a claim against the school, you must still honor your loan contract with the lender.

Borrowers who have claims against Texas schools should present those claims against the school directly to the Texas Workforce Commission. Students who have complaints against cosmetology schools in Texas should contact the Texas Department of Licensing and Regulation Cosmetology Program.

In some instances, complaints against a school may be valid grounds for reducing or canceling an obligation to repay a student loan. For example, the loan liability of borrowers who prove they withdrew from enrollment and were owed, but never received, a refund of tuition and fees may be able to have their loans reduced.

The US Department of Education has formulated guidelines for the cancellation of student loan debt in instances where the school closes before a student completes a program of study. Visit Closed School Discharge | Federal Student Aid to obtain a Closed School Application to determine whether you qualify for cancellation of any part of your student loan.

If your school won’t release your academic transcript unless your defaulted loan is satisfied, keep working with the school. The academic transcript is the property of the school, and the school is responsible for deciding whether to release the transcript. No federal law exists to allow a guaranty agency to require a school to either release or not release an academic transcript. Trellis Company can only inform schools of the current status of student loan accounts.

Regardless of the age of the debt, statutes of limitations are not valid defenses against repayment of a student loan. By virtue of 20 U.S.C. 1091a(a)(1) of the Higher Education Act, no statute of limitations limits the Department of Education’s or a guaranty agency’s ability to file suit, enforce judgments, initiate offsets, or take other actions to collect a defaulted student loan.

Trellis Company makes periodic updates to federal credit reporting agencies; however, negative credit information may be reported for up to seven years. In other words, whether your loan is paid off following a default or not, the fact that you at one time had a defaulted loan may cause it to remain on your credit report for some time.

It is possible to have the defaulted student loan information removed from your credit report through the federal loan rehabilitation program. For more information on loan rehabilitation and the eligibility requirements contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org.

Loan consolidation is a good way of combining federal student loans that are owed to multiple agencies, thus easing your repayment and communication challenges. The money you receive from a consolidation loan is used to pay off your existing student loan debt. Loan consolidation offers an affordable way to repay your student loan debts and remove them from default. Depending on the types of loans you have, after consolidation you may be able to make one monthly payment.

There are restrictions on the types of loans that can be consolidated, and some borrowers won’t benefit from consolidation. Contact your loan holder to find out whether you’re eligible to use loan consolidation to improve your situation, and whether consolidation would be a good idea for you. If your loan is in default, contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org. 

If you are not sure who your loan holder is you can visit Who’s My Student Loan Servicer? | Federal Student Aid.

Federal regulations provide for the cancellation of student loans if the borrower becomes totally and permanently disabled (TPD). You must contact US Department of Education (ED) to advise them of your intent to request a total and permanent disability discharge or to learn more visit:  studentaid.gov/manage-loans/forgiveness-cancellation/disability-discharge.

The Department of Education has made provisions that allow defaulted borrowers to regain eligibility for additional Title IV financial assistance. This renewed eligibility can be granted only once to a borrower who meets the qualifications. Currently, if you enter repayment with Trellis Company and make six consecutive on-time monthly payments, you may become eligible for Title IV reinstatement. You must continue to make these monthly payments to retain the renewed eligibility. Contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org to request that your account be tracked for Title IV reinstatement.

To learn more about getting your loans out of default, visit the Federal Student Aid website’s Getting Out of Default | Federal Student Aid.

The Department of Education’s website provides a FAQ on loan forgiveness, cancellation, and discharge.

An ombudsman is a neutral party who works with individuals who have complaints. The ombudsman provides direction and guidance to help you secure the information you need to resolve your concerns about your student loan.

Check our Borrower FAQ for some of the most common issues presented to the Ombudsman. If the information you need to help you resolve your problem with your defaulted loan isn’t here, send your request in writing to:

Trellis Ombudsman
 P.O. Box 83100
 Round Rock, TX 78683-3100

or call (800) 252-9743.

If your school, your lender, or Trellis Company is unable to resolve your dispute, you may request assistance from the  Ombudsman Group | Federal Student Aid.

Trellis Company is a nonprofit organization that has an agreement with the US Department of Education to administer the Federal Family Education Loan Program (FFELP). Trellis Company is a guarantor of your FFELP student loans. One of Trellis’ primary responsibilities is to provide information to help borrowers understand FFELP loans and their obligation to repay those loans.

If a borrower fails to make payments on a loan for at least 270 days, he or she is considered in default. In that case, the lender may file a default claim with Trellis Company for repayment of the loan. Trellis Company will pay the money the borrower owes to the lender and then becomes responsible for collecting the loan on behalf of the federal government.

Trellis Company can assist you in several ways:

  1. Student Loan Support: We provide guidance on managing and repaying federal student loans, helping you understand your options and stay on track with payments.
  2. Financial Education: Trellis Company offers resources and workshops to improve your financial literacy, covering topics like budgeting, saving, and credit management.
  3. Institutional Support: If you’re part of an educational institution, Trellis Company can help with strategic planning, research, and communication to enhance student success rates.

If your loan is in default and held by Trellis Company, you may access your account anytime online with myTrellisSM or as a mobile app on Google Play Store or Apple App Store. Our online feature enables you to set up a repayment schedule, make payments, view loan summary and details; update personal information, check payment history, and download forms. Or you may contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org.

To locate and verify all your student loan holders you can visit Who’s My Student Loan Servicer? | Federal Student Aid. This is a federal database for student aid, providing a centralized, integrated view of Title IV loans and grants from approval through payoff. For assistance with your FSA ID, contact the Federal Student Aid Information Center (FSAIC) at (800) 433-3243.

If your loan is in default and held by Trellis Company, you may access your account anytime online with myTrellisSM or as a mobile app on Google Play Store or Apple App Store. Our online feature enables you to set up a repayment schedule, make payments, view loan summary and details; update personal information, check payment history, and download forms. Or you may contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org.

If your loans are not with Trellis Company, your loan servicer will generally notify you of the date your first payment will be due. You can get in touch with the lender through the contact information on your Master Promissory Note. You should do this if you think it’s past time you heard from your loan holder, and especially if you’ve recently changed your address.

If you are not sure who your loan holder is you can visit Who’s My Student Loan Servicer? | Federal Student Aid. This is a federal database for student aid, providing a centralized, integrated view of Title IV loans and grants from approval through payoff. For assistance with your FSA ID, contact the Federal Student Aid Information Center (FSAIC) at (800) 433-3243.

Your first payment is due six months after you leave school, marking the end of your automatic grace period.

The amount of your monthly payment will depend on the repayment plan you choose. If you don’t select a plan, your loan servicer will automatically place you in the Standard Plan, where payments are determined by the size of your loan balance. To find the best option for you, compare repayment plans using the Loan Simulator and consider applying for an income-driven repayment (IDR) plan, which calculates your payment based on your income and family size. It’s important to choose a repayment plan that suits your needs before your first bill arrives.

You will be notified of your monthly payment amount at least 30 days before your first payment is due, and you will receive your first bill at least 21 days before the payment date. For more information, learn about the basics of student loan repayment.

If your loan is in default and held by Trellis Company, repayment is required immediately once in default. You may access your account anytime online with myTrellisSM or as a mobile app on Google Play Store or Apple App Store. Our online feature enables you to set up a repayment schedule, make payments, view loan summary and details; update personal information, check payment history, and download forms. Or you may contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org.

If you are not sure who your loan holder is you can visit Who’s My Student Loan Servicer? | Federal Student Aid. This is a federal database for student aid, providing a centralized, integrated view of Title IV loans and grants from approval through payoff. For assistance with your FSA ID, contact the Federal Student Aid Information Center (FSAIC) at (800) 433-3243.

Yes, there is such a thing as loan “forgiveness,” “cancellation,” and “discharge”! There are several programs available that can help you reduce or even eliminate your student loan debt under certain conditions. Here are a few key options:

  1. Income-Driven Repayment (IDR) Plans: These plans base your monthly payment on your income and family size. If you make qualifying payments for 20 or 25 years (depending on the plan), any remaining loan balance may be forgiven 
  2. Public Service Loan Forgiveness (PSLF): If you work full-time for a government or not-for-profit organization, you may qualify for forgiveness of the remaining balance on your Direct Loans after making 120 qualifying payments (typically over 10 years) 
  3. Teacher Loan Forgiveness: If you teach full-time for five complete and consecutive academic years in a low-income school or educational service agency, you may be eligible for forgiveness of up to $17,500 on your Direct Subsidized and Unsubsidized Loans and your Subsidized and Unsubsidized Federal Stafford Loans 
  4. Other Federal Programs: There are additional programs for specific professions, such as healthcare workers, lawyers, and military personnel, which offer loan forgiveness or repayment assistance 

To explore these options and see if you qualify, you can visit: Student Loan Forgiveness | Federal Student Aid.

By consolidating your loans you might be able to reduce your monthly payments in the short term, though you may wind up paying more in total over your repayment period. Your loan holder or servicer can help you determine whether you’re eligible and whether loan consolidation is the best option for you.

To learn more about consolidation visit: Student Loan Consolidation | Federal Student Aid or you may contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org.

Deferment is a tool available to borrowers to help them meet their loan repayment obligations. Once the repayment period has begun, you’re entitled to defer your student loan payments if you meet certain criteria. Through deferment, you can postpone your scheduled student loan payments for various reasons, such as unemployment, economic hardship, and school enrollment. Your lender or servicer determines whether you meet the requirements for a deferment based on documentation that you submit.

During a deferment period, you’re not responsible for paying the interest that accrues on a subsidized Stafford or Direct loan, or any portion of a Consolidation loan eligible for federal interest benefits. However, you’re responsible for paying the interest that accrues on unsubsidized Stafford, Direct, PLUS, and Grad PLUS loans, as well as unsubsidized portions of a Consolidation loan. If you fail to make required interest payments during a deferment period, the loan holder or servicer may capitalize the unpaid accrued interest. To ensure prompt processing of your deferment, please complete a deferment application and forward directly to your loan holder or servicer.

To explore this option and see if you qualify, you can visit: Student Loan Deferment | Federal Student Aid or you may contact our Contact Center Operations at (800) 338-4752 or trellishelps@trelliscompany.org.

Forbearance is a period of time during which a lender permits a borrower to temporarily postpone making payments or make reduced payments. Medical or financial problems that don’t meet the requirements for a deferment may qualify you for forbearance.

During a forbearance period, you’re responsible for paying the interest that accrues on any loan, including a subsidized Stafford or Direct loan. If you fail to make required interest payments during a forbearance period, the lender or servicer may capitalize the unpaid accrued interest.

A loan holder or servicer may grant a general forbearance to assist you in fulfilling the repayment obligations of the loan and help prevent default. The loan holder or servicer must approve the forbearance request before your payments can be suspended.

To explore this option and see if you qualify, you can visit: Student Loan Forbearance | Federal Student Aid or you may contact our Contact Center Operations at (800) 338-4752 or trellishelps@trelliscompany.org.

Capitalization occurs when a lender adds unpaid accrued interest to the outstanding principal balance of a loan, increasing the balance, or the total amount owed. Interest then accrues on the new total principal balance.

When a default claim is paid, the guarantor takes over the responsibility to collect your loan on behalf of the federal government.

Because default can have negative consequences, you should attempt to avoid it. For example, after you default, the cost of collecting your debt may be added to the balance of your loans. Any income tax refunds that you’re eligible to receive may be diverted to repay your defaulted student loans. Money to repay your debt could be deducted directly from your paycheck without your consent. Default also has a negative impact on your credit. Federal regulations require a guarantor to report your defaulted loans to all nationwide consumer reporting agencies. The record of your defaulted student loan will continue to show up on your credit report for seven years from the date of the delinquency that led to the default.

Contact your servicer or Trellis Company immediately if you’re having trouble making your loan payments so you can avoid delinquency and potential default. Your lender, servicer, or Trellis Company may be able to provide you with repayment options and help you through your financial rough spot.

If your loan is in default and held by Trellis Company, you may access your account anytime online with myTrellisSM or by mobile app on Google Play Store or Apple App Store. Our online feature enables you to set up a repayment schedule, make payments, view loan summary and details, update personal information, check payment history, and download forms. Or you may contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org.

If you are not sure who your loan holder is you can visit Who’s My Student Loan Servicer? | Federal Student Aid. This is a federal database for student aid, providing a centralized, integrated view of Title IV loans and grants from approval through payoff. For assistance with your FSA ID, contact the Federal Student Aid Information Center (FSAIC) at (800) 433-3243.

Default is the failure to repay a loan according to the terms you agreed to. For most federal student loans, you’ll be in default if you have not made a payment in more than 270 days. After that, your lender can file a default claim with the guarantor, such as Trellis Company, of your student loans. The guarantor is responsible for paying the money you owe to your lender. The guarantor then works to collect your loan on behalf of the federal government through a variety of options.

If you need assistance or have more questions about default, please don’t hesitate to reach out to us. You can call us at (800) 222-6297 or email borrowerservices@trelliscompany.org.

You can enter into our loan rehabilitation program, take advantage of several different repayment terms, or apply for loan consolidation. To learn more about getting out of default visit Getting Out of Default | Federal Student Aid.  Benefits of moving your loans out of default include reinstatement of eligibility for federal student aid.

If your loan is in default and held by Trellis Company, you may access your account anytime online with myTrellisSM or by mobile app on Google Play Store or Apple App StoreApple App Store. Our online feature enables you to set up a repayment schedule, make payments, view loan summary and details; update personal information, check payment history, and download forms. Or you may contact Trellis Borrower Services at (800) 222-6297 or borrowerservices@trelliscompany.org.

If Trellis Company is the holder, several payment methods are available for your defaulted student loan.

Make payments online using Trellis’ account management tool, myTrellis SM. Trellis Company does not charge a fee for auto draft payments; however, you should check with your financial institution about any fees it may charge. Our payment processing service provider assesses a processing fee for debit and credit card payments. The total charge (your payment plus the processing fee) is disclosed to you before the transaction is authorized, so you may cancel before any charges are incurred.

If you agree to set repayment terms with Trellis Company, you may take advantage of the recurring auto draft payment service and have your payments automatically deducted each month. Trellis Company does not charge a fee for recurring auto draft; however, you should check with your financial institution about any fees it may charge.

Check, money order, or cashier’s check
Mail (US Postal Service)
Trellis Company
P.O. Box 659602
San Antonio, Texas 78265-9602

Overnight delivery
Trellis Company
301 Sundance Pkwy.
Round Rock, Texas 78681

Please include your Trellis Company account number with your payment to ensure proper crediting. If you don’t know your Trellis Company account number, call Trellis Borrower Services at (800) 222-6297 or send an email to borrowerservices@trelliscompany.org.

For more information on payment methods, call Trellis Borrower Services at (800) 222-6297 or send an email to borrowerservices@trelliscompany.org.

For non-payment correspondence, please use Trellis Company’s general correspondence address:

P.O. Box 83100
Round Rock, TX 78683-3100

If your lender didn’t receive payment, contact the lender as soon as possible. Tell the representative the amount of your payment when you mail it, and the check or money order number. If the payment is a check, ask your bank when it cleared. If it cleared, provide this information to the lender along with a copy of the front and back of the check if possible. You might be asked to do the same with a money order. Write legibly on all correspondence and keep copies. Don’t delay — your lender can file a claim with the guarantor if it fails to receive payment, deferment, or forbearance and your loan becomes at least 270 days delinquent.

If your lender didn’t receive your deferment or forbearance form, contact the lender as soon as possible. Request a copy of the appropriate form and send the completed form to the lender, either by fax or as a scanned email attachment.

If you’re in school and being billed for your student loans, you probably transferred schools, dropped below half-time status, or are attending school beyond your anticipated graduation date. You should contact your lender immediately and provide proof of your in-school status. If you fail to do so, your lender will expect you to begin making payments when your grace period ends. You should contact your lender whenever your circumstances change.

My child, a dependent student for whom I took out a loan, is still in school. Why am I being billed? How can I be delinquent? What can I do?

If you took out a Parent PLUS loan for a dependent student who’s still enrolled in school and you’re getting billed for the loan, tell your lender it should defer payments until six months after your student is no longer enrolled at least half time. If your student has transferred schools, or is attending school beyond his or her anticipated graduation date, contact your lender and provide proof of your student’s at least half-time enrollment status. If your student has dropped below half-time enrollment, contact your lender for other options.

When you signed the promissory note for your loan, you provided the names, addresses, and phone numbers of relatives and friends to be contacted in the event your loan holder, servicer, or loan guarantor is unable to contact you. These parties may get in touch with those contacts to obtain your current address and phone number.

Federal regulations require your lender to report your loan and repayment information to all nationwide consumer reporting agencies. If Trellis Company pays a default claim, federal regulations also require Trellis Company to report the default.

Provide your attorney’s name and telephone number to debt collectors when they contact you. The case number, city filed in, date filed, and chapter are also helpful. The more information you can provide, the faster the collection attempts will stop.