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Failing to repay a student loan can have serious financial consequences for borrowers. They can face collection fees; wage garnishment; money being withheld from income tax refunds, Social Security, and other federal payments; damage to their credit scores; and even ineligibility for other aid programs such as help with homeownership. This report examines where borrowers encounter problems while in repayment and why people who use the same tools, designed to aid struggling borrowers, can experience substantially different outcomes.