; (bb) after conducting an investigation, provide the borrower with a written explanation or clarification that includes— (AA) to the extent applicable, a statement of the reasons for which the postsecondary educational lender or servicer believes the account of the borrower is correct as determined by the postsecondary educational lender or servicer; and (BB) the name and toll-free or collect-call telephone number and email address of an individual employed by, or the office or department of, the postsecondary educational lender or servicer who can provide assistance to the borrower; or (cc) after conducting an investigation, provide the borrower with a written explanation or clarification that includes— (AA) information requested by the borrower or explanation of why the information requested is unavailable or cannot be obtained by the postsecondary educational lender or servicer