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What to expect with Trellis Company student loan servicing
Where to go with questions and more with this Texas-based federal loan servicer.
Formerly Texas Guaranteed Student Loan Corporation, Trellis Company is a nonprofit servicer of federal student loans. Its website is comprehensive, but can be difficult to navigate — especially without login credentials. And it’s not always obvious how to contact customer service.
How repayments work with Trellis Company
Trellis Company provides little information on how repayments work to the general public — you’ll have to log in to learn about your options. However, it does allow borrowers to make repayments online, by mail or through Autopay.
How can I pay off my loans early?
You can find out how to pay off your loans early by reaching out to Trellis’s customer service team. They don’t provide this information to the general public.
How to contact customer service
Like most student loan servicers, Trellis has several ways to get in touch with customer service and different departments that handle specific needs.
How to refinance your Trellis student loans
You can refinance your Trellis student loans by applying for another loan from a private company to pay off your student debt. Refinancing is one way to change up your student loan servicer, but it might not be the best choice for federal loans.
That’s because federal loans come with benefits refinancing companies can’t offer, such as income-driven repayment plans and multiple deferment and forbearance options. If you’re unhappy with Trellis, consider getting a Direct Consolidation Loan, which allows you to keep your loans federal while also switching up your servicer.
Compare student loan refinancing options
How to avoid common problems with Trellis
Trellis has a relatively low volume of complaints compared to other student loan servicers. As of February 2019, it has just over 100 complaints filed against it with the Consumer Financial Protection Bureau (CFPB) and 34 with the Better Business Bureau (BBB).
But that doesn’t mean all customers are happy. Here’s how to avoid two common complaints against the lender:
Inflexible repayments
A handful of borrowers reported having trouble with the way Trellis handled repayments, especially when they were facing financial hardship. Some complained they couldn’t qualify for deferment or forbearance even though they were unable to afford loan repayments.
- How to avoid this: Contact customer service before you apply for a new repayment plan, deferment or forbearance to make sure you’re following the right procedure. And after you apply, check your account and credit report to make sure the correct changes have gone through.
Incorrect information on credit report
A few borrowers also said their credit report wasn’t reflecting repayments. Some said the account was still listed as open after they’d fully paid off the loan. And one said their credit report showed their loans were in charge-off after they’d consolidated them.
- How to avoid this: Keep tabs on your credit report — especially if you make any changes to your loan like applying for deferment or closing your account. If you notice anything wrong, contact Trellis customer service or file a complaint with the Trellis Ombudsman.
Resolve issues with the Trellis Ombudsman
The Trellis Ombudsman is a neutral third party that handles complaints against the student loan provider. You can submit a complaint by calling 800-252-9743 or sending a letter to the following address:
Trellis Ombudsman
PO Box 83100
Round Rock, TX 78683-3100
If the Trellis Ombudsman is unable to resolve your issue, you might want to consider filing a complaint with the Federal Student Aid Ombudsman Group or the CFPB.
What to expect with other student loan servicers
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Bottom line
If Trellis handles your federal student loan repayments, you need to set up an online account to get the most out of it. Its customers appear to be relatively happy — at least compared to the competition. But if you’d rather work with another servicer, consider consolidating or refinancing your student loans.
Frequently asked questions
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