FAMS, according to Dept. of Education, is under no obligation to tell the truth. ED says that it gets a lot of bad reports about "these people" but that it needs them to collect its debts.
FAMS has a number of lawyers who help them stay just within the letter of the law (forget the spirit). They are exceptionally careful NOT to put things in written form or to sign any agreements from their side unless absoultely required. They regularly make verbal representations that: A. are contrary to stated policy of ED and B. contradict what they are putting into written form.
In some cases, FAMS lied to me for no apparent reason -- my impression is that they are just used lying and that they are not being regulated by the government, in any meaningful way, on a daily basis -- I suspect that regulation, if any, takes the form of: A. high-level statistical proof of violations by multiple parties via complaints and B. anything that can be proven to be a serious breach of the law (hence they do not put anything into writing since the borrow would typically not record the call -- although FAMS does record calls for their benefit).
I believe that they likely train their people in detail as to which particular un-fair and/or unethical practices and negotiation tactics work to collect more money, in practice (they run thousands of negotiations and have statistical data as to what works and what does not work in practice -- they run things so that they can always deny having said anything that go against ED policy or, in particular, that is against the law. They push the envelope as far as possible without allowing anyone to PROVE BEYOND REASONABLE DOUBT that they have broken the law.
I suggest not reacting to anything FAMS says (beware of the good cop, bad cop tag teams that they use to collect more information about the borrow and his unique situation). Just make detailed notes and check everything with ED, an ombudsman, legal advisor or public interest worker before reacting to them or taking any particular action. I believe that FAMS works on the basis of their internal statistics -- the chance of anyone coming up with enough proof to cause them to lose their contract with the government is low indeed -- be very careful with them, always remembering that they are not your friend -- they will cheat you if they can and can not be trusted at all. IN FACT, THIS STRING OF EMAILS IS LIKELY BEING MONITORED BY FAMS.