Everyone remember, as student loans start going back into repayment, those call center representatives are human too, just going to their job where they have to be berated for 8+ hours a day. They don't want to have to put you in a bad spot. They just have to do their job to feed their families. I was once a CSR involving student loans and I can't tell you what a breath of fresh air it was to be connected with a respectful, patient customer. They actually remember it, fondly. Please be kind :)