Guidance for Students During the COVID-19 Pandemic

The information on this page is updated regularly. Last Updated on April 24, 2020 (9:00 AM CDT)

The Texas Higher Education Coordinating Board (THECB) has received numerous inquiries from students impacted by the COVID-19 pandemic. This guidance provides general information for students and their parents as it pertains to student loans, grants, and work-study program disruptions during this health emergency. THECB staff will update this guidance as we receive additional information. If you have a particular need this general guidance does not address, please contact Ginger Gossman at ginger.gossman@highered.texas.gov. In addition to this guidance, please consult the THECB’s Coronavirus Update for Higher Education page for state and federal information on COVID-19 and higher education. The information on this page is updated regularly.

Institutional Websites for Financial Aid And Emergency Aid

 

Questions from Student Loan Borrowers:

As we work to ensure the safety and health of our staff, we are committed to continuing service to our customers. We appreciate your patience with any delays during this time. Presently, we can receive communications via the following methods:

  • By e-mail. (Select "Student Loan Question" for the Contact Reason, describe your request, and include "COVID-19" within the body of the message.)
  • By fax: 512-427-6432
  • By Mail:
     

    Texas Higher Education Coordinating Board
    PO Box 12788
    Austin, Texas 78711-2788

  • And to send documents via e-mail, please use lposprt@thecb.state.tx.us

We are currently unable to accept phone calls.

Currently, we are unable to process payments through our call center. Please use one of the following payment options:

  • Online: Borrowers may make payments through their online account at www.hhloans.com. Online payments may be made from a checking or savings account; or by using VISA®, MasterCard®, Discover®, or American Express® (a 2.25% administrative fee is charged for credit card payments).
     
  • Pay-by-phone: Borrowers may make payments using a checking or savings account through our automated pay-by-phone system. Call 800-242-3062, successfully access the account, and then select, "Make a payment using our check-by-phone service."
     
  • Postal Mail: Payments received by mail will be processed on a weekly basis. You can submit payments by mail using a personal check, cashier's check, or money order. Be sure to include the borrower's account number on the check or money order and to make it payment payable to Texas Higher Education Coordinating Board or THECB.
     
    • Payments with additional correspondence:
       

      Texas Higher Education Coordinating Board
      P.O. Box 12788
      Austin, Texas 78711-2788

    • Payments without additional correspondence:
       

      Texas Higher Education Coordinating Board
      P.O. Box 12187
      Austin, Texas 78711-2187

You will not be able contact our call center at this time. In those situations, we suggest that the payer mail a payment (see question above); or that the borrower and the payer make arrangements to transfer funds between each other, so that the borrower may access their online account or our pay-by-phone option to make the payment.

Our primary focus at the Coordinating Board is on our borrowers who have been impacted by this health crisis and to assist those in need. If you are experiencing financial difficulty, please contact us using one of the methods stated above, under “How can I communicate with the Coordinating Board.” Please note that if we grant a postponement (forbearance), interest will continue to accrue during the forbearance period.

The interest waiver and other student loan provisions recently passed by Congress only applies to federally held student loans. Loans held and serviced by the Texas Higher Education Coordinating Board are not included in those student loan provisions.

During the public health crisis, the Coordinating Board will suspend collection activities on delinquent and defaulted student loans. During this period, the agency will not assess late fees on student loans, nor will it report delinquencies to the national credit bureaus.

You may be eligible for a reduced payment or a temporary postponement (forbearance) of payment. If you are experiencing financial difficulty, please contact us using one of the methods stated above, under “How can I communicate with the Coordinating Board”.

 

Refunds:

For the answer to this question, please see the section regarding “Refunds” at the bottom of the following FAQ page:Tuition, Refunds, and Financial Aid FAQs


Online Resources

College Board

Texas Department of State Health Services

U.S. Department of Education