Dealing with your lender or servicer: Student loan

The school was unable to provide me with information regarding how my father accumulated such a substantial loan. I was instructed to contact the servicer, but my attempts were unsuccessful. My father has had his identity stolen in the past. We must ascertain the origins of these loans and determine if any refunds were issued. It is imperative that the school disclose whether they obtained the refunds or initiated the loan process, whats more concerning is my personal information, indicated that I had a mortgage loan on my credit report. Be my fathers able to provide any information thats needed of us. We just need a higher entity to investigate this matter.