If you’ve ever tried to manage your student loans and felt like the system is working against you, you’re not alone. Loan servicers make mistakes all the time. Until recently, there were systems in place to help fix those errors. Now, most of those safety nets are gone. Here’s what doctors should do when a loan servicer makes a mistake.

But there’s still one option that works—and you need to know about it.

A real example

Dr. Sarah (name changed for privacy) recertified her income for the PAYE (Pay As You Earn) repayment plan. She was on time and followed the rules. But her loan servicer, MOHELA, didn’t process her application. Because of their delay, she was kicked off PAYE and placed onto the standard 10-year repayment plan—which comes with much higher monthly payments.

Even worse, MOHELA is now requiring her to reapply for PAYE, using her 2024 tax return. That means her new payment will be based on higher income, even though she originally submitted her 2023 return on time.

This isn’t just frustrating; it’s financially unfair and totally avoidable.

According to the Department of Education, borrowers like Dr. Sarah should have had their income recertification dates automatically pushed to next year. But when servicers fail to follow the rules, borrowers are stuck in a mess they didn’t create.

So what can you do?

In the past, you could file a complaint with the Department of Education or get help from their ombudsman. With those offices largely dismantled or defunded, the Student Borrower Protection Center (SBPC) is stepping in to fill the gap. They’ve created a simple tool to help borrowers request casework assistance from their member of Congress.

This matters because every member of Congress has staff whose job is to help people solve problems with federal agencies, like your loan servicer. If your servicer isn’t responding, or made a mistake that’s costing you money, you can now ask your representative’s office to get involved. And yes, it actually works.

What you should do if this happens to you

Here’s a step-by-step game plan if your loan servicer makes a mistake:

File a complaint with the Department of Education.
Go to: studentaid.gov/feedback-center
Explain what happened. This gets your case on the record.

Request help through the SBPC casework tool.
Go to: protectborrowers.org
 This helps you contact your member of Congress for assistance.

Only reapply for your repayment plan as a last resort. Reapplying can result in higher monthly payments, especially if your income has gone up since your last recertification. Try to resolve the issue first using steps 1 and 2.

When you need extra support

Sometimes you do everything right—submit paperwork on time, follow the instructions, even call your loan servicer—and the system still fails you.

That’s where services like Navigate come in. We work directly with physicians and medical professionals by joining them on three-way calls with their loan servicer, helping guide the conversation, asking the right questions and making sure nothing is missed. And when the servicer still doesn’t fix the issue, we help you take the next steps, including using tools like the SBPC’s congressional casework request, to get your loans back on track.

Final thoughts

When loan servicers make mistakes, that’s not your fault—and you shouldn’t have to pay for it. When you need help navigating a complicated situation, don’t hesitate to reach out for expert support. •