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The Department of Education announced Friday it will send out “secret shoppers” to student loan providers to ensure that borrowers get proper service and hold the companies accountable. The newly-announced accountability framework also includes increased monitoring of loan servicer interactions with borrowers, including listening in on customer service calls and tracking record keeping. “The Biden-Harris…
The Department of Education announced it will use “secret shoppers” to help monitor the student loan repayment process, as payments for millions of borrowers restarted last month following a pause during the Covid-19 pandemic that lasted more than three years.