SLM CORPORATION

2018-07-17

Mem, TN

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I have a private student loan through XXXX XXXX. The total amount received each semester reflects both the amount of tuition plus the amount that is estimated to be the total living expenses for a semester. The funds are directly distributed to my school, XXXX XXXX University XXXX XXXX XXXX ( based out of XXXX, TX ), who is supposed to apply the funds towards tuition and then distribute the remaining balance to me ( since after all it is MY loan and I'm paying interest on it ). This is the second semester in a row that the school has kept my funds. Last semester, XXXX XXXX distributed the amount of {$12000.00} to XXXX XXXX University on XX/XX/XXXX. A credit of {$4800.00} was supposed to be disbursed to me for living expenses for the semester. Instead, I didn't get my disbursement until XX/XX/XXXX, leaving me with no money to live off of for the entire semester. I realize this is a problem with the school and not necessarily XXXX XXXX, but I believe XXXX XXXX should hold the school accountable for making sure students get their money in a timely manner. I called XXXX XXXX on two different occasions, and both times a customer service representative told me that once the funds are in the school 's possession, what happens to them is out of their hands. I don't understand how that could be possible as the loan is in my name and I'm the one making interest payments on it. If that were the case, what's stopping the school from keeping my money indefinitely? I believe that the school is using students ' funds to either make interest by keeping the money in their private bank account for an entire semester, or they're using the funds improperly in some other way. It's a very small school and in no way should it take 4 months to distribute these funds. It happens to multiple students every semester. XXXX XXXX disbursed my funds for this semester to the school at the end of XX/XX/XXXX, and now in the middle of XXXX I, once again, am without funds to pay rent or bills ( which is ridiculous because I'm still paying interest on loan money that is not even in my possession ). When I reach out to the school or to XXXX XXXX they are of absolutely no help, and I believe that XXXX XXXX doesn't care at all that the school is taking advantage of us. I believe that XXXX XXXX should be held to a higher standard than what they currently are. The school should be required to distribute the funds in a timely manner. This is a complaint that I've filed previously. XXXX XXXX responded and stated that they contacted XXXX XXXX XXXX XXXX and they responded stating that they disbursed the funds on XX/XX/XXXX. This is a downright LIE. They did not disburse my funds to me until XX/XX/XXXX. My bank statements are attached to prove it. How can you possibly let them do this to students? All it's doing is hurting us, and this fraudulent activity on their part is going to cause the school to shut down and therefore cause XXXX XXXX to lose customers. This is horrible business and everyone involved should be ashamed. I didn't respond to the company 's response sooner because I received no notification that the complaint had been processed. Original complaint # : XXXX
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with monetary relief

Timely Response

2018-07-16

Warrenton, VA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: XXXX XXXX is making me payback my loans of {$85000.00} at {$1200.00} a month. This is roughtly 41 % of my gross pay every month. After taxes my yearly income is about $ 36-37,000. I am unable to pay 41 % of my paycheck each month for just student loans. This is literally killing me especially with other expenses to worry about.I called the company and they said they couldnt do anything about it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-13

Ithaca, NY

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-11

Bakersfield, CA

Struggling to repay your loan

Student loan: Private student loan

Can't temporarily delay making payments
Complaint: In XX/XX/2013 I was involved in a XXXX XXXX XXXX that resulted in my needing to withdraw from school to handle both XXXX and XXXX XXXX. The XXXX XXXX representative I spoke with informed me that medical leaves of absence were covered and I would not face any payment responsibilities while I went through treatments. Within a month XXXX XXXX was calling both myself and my co-signer upwards of 30 times a day demanding immediate payment on my loans. When I explained that I was only temporarily withdrawn from school I was told that, under no circumstances, are medical leaves of absences covered and that payment was due immediately or I would face negative marks to my and my cosigner 's credit. I did not have the ability to pay or return to school so the negative marks were placed. I eventually was able to push for a deferment but was informed that I can only use 12 months for the entire duration of my loans. I was also informed that now my loans do not qualify for six months of no payments. Each time I now go onto any kind of school break ( ie winter or summer breaks ) I am immediately harassed with 30 phone calls a day demanding payments even though I am registered for the following semester and I was told that summer and winter breaks do not count towards not being in school. I have provided XXXX XXXX with both medical records and police reports of the XXXX XXXX and I have provided them with records of the people I have spoken with at their company. Managers with their company have informed me that lower level reps do not have the authority to " grant promises '' and therefore they do not have honour what was stated. Mine and my cosigner 's credit scores have suffered because of the less than scrupulous practices of XXXX XXXX. They have shamed me for being a victim of XXXX and made it clear that money is the only priority. Looking back I wish I had never opted to attending university.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Timely Response

2018-07-10

South Florida, FL

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: My son, XXXX XXXX, the borrower ( I am the co-borrower ) signed up for hardship program in which he set up 3 autodrafts with a lower payment amount. After he advised me he did this, I called XXXX XXXX directly to ensure negative reporting would not occur. XXXX XXXX advised me they would not report ; The three payments were for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. When I reviewed the loan shortly after the XX/XX/XXXX payment was to be drafted and saw that it was not credited it to the loans I advised my son. This occurred approximately at the end of the 2nd week in XXXX. XXXX called XXXX XXXX to find out what happened - we learned XXXX XXXX had the incorrect checking account number for the draft. XXXX, who is a supervisor indicated he listened to the actual phone call and did admit XXXX XXXX made the mistake. XXXX relayed to me that XXXX went ahead and cancelled the existing set up drafts, rescheduled for XX/XX/XXXX, XX/XX/XXXX and now XX/XX/XXXX with the correct account number. Meanwhile XXXX XXXX now reported the loan 60 days delinquent ( causing my credit score to drop by 81 points ). It was their error for incorrectly entering the checking account number. 1 ) The delinquency should not have been reported which they refuse to correct 2 ) Even if they do report at 60 days, again the loan would not have been 60 days delinquent had they entered the information correctly the first time in XX/XX/XXXX. XXXX XXXX is advising they will not correct until all three payments have been made which is not until the end of XX/XX/XXXX. I would like an immediate retraction of the negative reporting as their error has caused my score to drop -- at a time when I need to shop for a vehicle for my daughter. XXXX XXXX as a whole is a company that does not care about the individual only their bottom line. They are in the business of ruining students not helping them. Not only do they not care about the individuals who take the loans out but they are predatory and have no morals.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-07-09

Ironbound, NJ

Getting a loan

Student loan: Private student loan

Denied loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-08

Cherry Brook, MA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: There seems to be an inquiry on my credit report from XXXX XXXX in XX/XX/2018. I did not consent to this. I tried to call them several times and their phones are always down or there is no one available. I want this off of my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-07

Dayton, MN

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-07-06

GA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: When I started XXXX School I was told the only way I could attend was to do it through private student loans. Federal loans were not even an option for me. The school office acted like it was so easy and that is the way most people get to go to school. I was never talked to about what I really was doing and about how I was going to pay it back. I believe the schools and student loan companies are in it together and all they care about is making money and nothing about the person that is taking on the loan. I picked a school that at first seemed like they were a great XXXX school but really all they wanted from me was my money. It was like they were trying to sell me a new car instead of help someone become a better member of society. Anyways my grandfather who is also my number one supporter signed away his life on my loans. In the end the school XXXX XXXX XXXX and failed me a semester away from graduating and said that maybe i was meant to be a stay at home mom instead of a nurse. After that my life went down hill and it continues to go down hill. My husband and I had to file for bankruptcy and now I have XXXX XXXX calling me multiple times a day and also calling and scaring the XXXX out of my elderly grandfather. They won't accept my payment of {$250.00} a month, they say thats not enough? They are rude when I speak with them on the phone and they are not wiling to help me out at all. I always thought a little bit of money would be better then none at all. I don't know what to do. I feel like there are no options. How can the world let this happen around us? These companies are just not only bullying students but they are bullying the cosigners as well. They need to be stopped! There needs to be more information given to students before they just sign a student loan. We need to get this under control.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-06

Plymouth, FL

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: In the past year my loan was paid off, I requested my original promissory note and loan agreement to be sent to me. I was told that this was not possible and they did not have to disclose that information to me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-06

MO

Getting a loan

Student loan: Private student loan

Fraudulent loan
Complaint: After filing a complaint XXXX requested I submit an affidavit and police report for fraud. I did so and they responded that I am still responsible for the loan even though I did not sign for it or receive any documents pertaining to the loan such as promissary note. They have acknowledge they did not have ab accurate email address for me nor a signature. They are now asking that I resubmit a new affidavit and police report.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-06

Valley Glen, CA

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt was result of identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-02

Evanston, IL

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: In XX/XX/XXXX, I tried to continue making {$100.00} payment to XXXX since I still had 2 months left on my loan extension repayment. XXXX told me they will not give me the last 2 months. Then in XX/XX/XXXX, I kept receiving many calls in a day from them. I had arrangement with them to pay {$280.00} every month for 3 month. They said I had to be on a plan to that they do NOT report it to my credit report for late payment as they begin reporting at 60day past due. Thus, I made a plan and I send them {$280.00} on the 6th of each month. 1st payment - XX/XX/XXXX ( paid ), 2nd payment - XX/XX/XXXX ( paid ). Now I'm due for the 3rd payment on XX/XX/XXXX for {$280.00}. I checked my reports reports today ( XXXX, XXXX, XXXX ) and saw that XXXX is illegally reporting that my account are delinquent and I am not paying- Report Date is listed as XX/XX/XXXX. How is this late when I have continued making payments before and afterwards? I called them multiple times today to get them to remove the negative and illegal report. They refused to take accountability for it and not interested in correcting the error ... I spoke to a " XXXX '' called XXXX with employer ID XXXX. She told me that her XXXX named XXXX XXXX will call me in 3 days to tell me the same thing. If the negative remarks are not completely deleted I will file a litigation against XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2018-06-29

Blairsville, PA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: XX/XX/2018 - First contacted by automated call from XXXX XXXX to inform that my payment in the amount of {$91.00}, due on XX/XX/XXXX was missed. I am enrolled in an auto-debit program, so that these payments should occur automatically on the date they are due. Contacted XXXX XXXX and spoke with representative. She explained that XXXX XXXX received an 'NSF ' notification and that my payment was not made successfully. Immediately checked bank records online while on phone with representative, saw that payment amount of {$91.00} was withdrawn successfully from my account and payment posted to XXXX XXXX on XX/XX/XXXX and that these funds were not returned to my bank account due to NSF or any other reason. Explained this to representative on call, and she asked for me to submit documentation to support online to XXXX. XX/XX/2018 - Submitted caption of bank statement regarding payment of {$91.00} showing that funds were withdrawn from my bank account and sent to XXXX XXXX. XX/XX/2018 - Representative from XXXX XXXX called to inform that I was now 21 days late on this account. Informed agent about bank statement uploaded ( and that I presumed that this documentation was sufficient to prove that my payment had been made ). He said he saw the document and that he would forward the case to his supervisor. Asked that payment collection communications cease until issue is resolved. XX/XX/2018 - Spoke with XXXX at my bank - she confirmed that the payment in the amount of {$91.00} was sent successfully to XXXX XXXX. XX/XX/2018 - Automated calls/emails/letters from XXXX XXXX informing me that my account was late resumed. Responded to call to explain situation once again, and to ask that calls cease. Asked for update on case. Representative explained that my case has not been 'researched ' yet and assured me that no late fees would be added to my account as a result of this situation and that it would not affect credit reporting. XX/XX/2018 - Contacted XXXX XXXX again for status update - was informed that this account was still considered late and that the issue had not been resolved. Asked what further documentation if any would be helpful, if we could contact my bank. Was told that XXXX XXXX could not contact my bank on my behalf. Agent assured me that she would 'escalate ' my case and stop automated communications. XX/XX/2018 - Contacted XXXX XXXX for an update, was informed that problem still not resolved and that issue has been sent to 'monetary department ' so that 'payment could be located. ' XX/XX/2018 - Began receiving automated communications about late account again. Responded to call and explained situation AGAIN to representative ; was assured that message would be sent to 'monetary group ' so that the issue could be 'researched. ' Asked again that communications stop. XX/XX/2018 - Began receiving automated communications about late account AGAIN. Returned call at XXXX XXXX and asked to speak to manager ( XXXX ). Explained entire situation to representative again, was told that I needed proof that payment was made. Explained that I had submitted that documentation on XX/XX/XXXX. Asked representative XXXX 's permission to bring representative from my bank on to phone call so that they could explain that the payment was made. Contacted my bank, asked her permission to join her on phone call to explain to representative from XXXX XXXX that payment was made. Conference call with XXXX with my bank and XXXX from XXXX XXXX : XXXX explained that the funds of {$91.00} were withdrawn from my account and posted to XXXX XXXX on XX/XX/2018, and that those funds were not returned to my bank due to NSF or any other reason. Representative XXXX asked if XXXX could provide documentation to support this claim, and she said that she could provide that to me so that I could forward it to XXXX XXXX ( this documentation would be bank statement ... which I HAVE ALREADY PROVIDED as of XX/XX/2018 ). ... Due to some error on their part - XXXX XXXX, for the last three months have been misrepresenting the status of my account, harassing me with related communications that are unwarranted - and, while they assure me they have not added any late fees to my account, I have no way to confirm this in the online portal. I only have their word to go on - and given that their word is currently that I have not made a payment which indeed, has been deducted from my bank account and have supplied documentation as proof - it is their words that are insufficient, not my funds. I did not expect to take on a freelance job as a banking consultant when I obtained a student loan through XXXX XXXX, but given the number of hours I have spent attempting to resolve this situation which is wholly the fault of XXXX XXXX - I have become quite educated in basic banking parlance. I have asked repeatedly to speak to managers, to discuss the matter with people who handle 'escalations ' but at each turn have been told I only have to submit documentation and that the matter would be resolved in a week or so, no late fees attached. This issue has been ongoing for nearly 3 months, and through this time I am continually harassed by phone calls, emails, and letters. As a relative of mine was co-signer to this loan, I am also stuck with the awkward situation of having to explain the to them as well - that XXXX XXXX is mistaken. This family member is also being contacted multiple times as though I have actually missed a payment, but thankfully, has been quite relaxed about it as they know I could not simply make this up. At this point, I don't know what I can do further to resolve this matter - so I lodge this complaint in hopes of having some relief from this aggravating, time-consuming, and misleading situation. I would like the matter resolved, and to be provided with full documentation of my account with XXXX XXXX to show that their mistake has not resulted in any adjustment to the account in the form of late fees, interest increases or other potential penalties - and to stop, once and for all - the inundation of communications.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-06-27

Bridgetown, OH

Fraud or scam

Credit reporting, credit repair services, or other personal consumer reports: Credit repair services

Complaint: XX/XX/XXXX XXXX XXXX approved a fraudulent student loan # XXXX loan type XSPP for {$4500.00}. They said they may have used electronic signatures without my presence. This is not a practice of due diligence. I was notified of default whoch took until XX/XX/XXXX to resolve with help from XXXX paid by taxpayer dollars as was report filed by local police paid by taxpayer dollars and caused XXXX and XXXX XXXX to me as a victim of avoidable fraud. XXXX XXXX is guilty of a practice that harms many types of consumers as a private institution. Many think it is a governmental entity unfortunately. I was forced to freeze my credit which hampers activity as simple as utility billing.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-26

San Diego, CA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I'm a cosigner on a loan with XXXX. We've been trying to refinance our loan with another private lender due to horrible customer service ( they will not answer questions and avoid them at all costs over the phone ) and extremely high interest rates 11 % +. We sent in an application to refinance with another company and one of the things the requested was an official document from XXXX saying that the loan was current. We had just paid the monthly balance for the XXXX loan and requested a document that said that we paid, and XXXX said that it would take them about 10-14 days to be able to give us the document so that we could be approved with the other company. We called multiple times to see if they could speed up this process, but they said this is official procedure and that it takes that long to be able to send it over. By the time we got the document we needed from them, the loan was now overdue again and we had to repeat the process all over again. It was pretty clear to us that they wouldn't send over the document in a timely manner so that we couldn't refinance the loan with another company. This process repeated for 2 months until we finally got the document needed so that we could move to another company. Then, after we got approved with another company, the new lender tried to pay off the balance of the loan - however XXXX will not take an electronic payment and requires a check to be sent through the mail. When I called XXXX to see why we still had a balance on our account, they said it's because it takes them XXXX days to process the check and that the balance will be reflected once they cash it XXXX whenever they decide to do so ). I asked them if they had received the check already being it was sent last week and they wouldn't tell me if they did. They also said that I'm accruing daily interest, even though the check has already been sent to them, and I'll have to pay that interest until they cash the check. The problem is that they won't tell me if they have the check, or when they'll cash it, and they're threatening to report me to a credit agency even though there's a check for the full amount of the loan already in the mail ( or in their hands XXXX. I've tried asking simple questions multiple times such as " do you have the check yet '' and/or " what dates would you report me to the credit agency on '' and all the say is they can't answer those questions. It's pretty clear that they have all of these policies in place to make it as difficult as possible to refinance with a different company and continue to collect more money from customers without the ability to pay off the loan in full ( in a timely manner ).
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-06-25

Pacific City, OR

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-23

Mercer, PA

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: I think that XXXX XXXX had a security breach in there system. I have been using the same account for over two years now to pay on my daughters student loans and last week I went on to our account and was unable to log in. I contacted XXXX XXXX and they told me that I was using the incorrect username and password. I explained to them we only had the one account. They then gave me my username that I never had and I had to create a new password. Once I was able to gain access to the account I went to make a payment and all of our bank account information was gone. I contacted XXXX XXXX again and explained this to them and they told me I would need to re-enter my account info which I attempted to do but it would not allow me to do that so I called them back and they got myself and my daughter on a conference call and they told her that her account was closed due to inactivity which was under the original username and password that we have been using since we opened the account. At this point we are unable to access the account and our personal bank information is floating around somewhere in there system and now they want us to start a new account and resubmit all of our bank information again. In the mean time our loan is accumulating interest and I'm unable to make a payment. could someone PLEASE help!!!
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-06-22

Cadwell, GA

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: I requested a loan of {$12000.00} from XXXX XXXX in XX/XX/XXXX. Three disbursements were made.XX/XX/XXXX for {$4700.00}, XX/XX/XXXX for {$4700.00} and XX/XX/XXXX for $ XXXX.Total disbursed {$9500.00}. I graduated XX/XX/XXXX. Throughout the term of the loan I had placed the loan into deferment. In XX/XX/XXXX I called XXXX XXXX to inquire why my principal balance reflected total amount owed {$13000.00}. I was told by two customer service representatives that during my deferment my student loan accrued capitalized interest. The issue I have is with how this information is disclosed on my billing statement. My billing statement reflects the actual principal of {$9500.00}. actual funds I borrowed and then it shows current principalb {$13000.00}. this is very confusing. In addition it is inaccurate according to XXXX XXXX dictionary online principal is defined as : a matter or thing of primary importance : such as a ( 1 ) : a capital sum earning interest, due as a debt, or used as a fund. In addition according to XXXX XXXX dictionary online Th term interest is defined as a : a charge for borrowed money generally a percentage of the amount borrowed. Disclosing an increased amount and defining it as principal would indicate an additional amount borrowed, however it is interest and should be disclosed on monthly billing statements as capitalized interest NOT PRINICIPAL. Since this is not part of the funds borrowed it should be separated and disclosed as such including the dates of the deferrment period. This will lead to decreased student loan debt and more transparency. My goal is to help alleviate the burden placed on graduate students, in addition, XXXX XXXX offers few options to negotiate repayment. Except forbearance or deferrement. There are no options to alleviate the payment based on income. They are forcing students to accrue more debt.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-22

CT

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: My daughter missed her first payment to XXXX XXXX ( XX/XX/XXXX ). I found out and called XXXX XXXX in XX/XX/XXXX to handle this ( I cosigned ). The rep told me he sees it all the time, and I should just take over payments. He offered me a reduced interest rate as incentive, and I agreed. I made the first payment that night ( XX/XX/XXXX ) and continued over the next months as per the agreement. However, in XX/XX/XXXX I was told by XXXX XXXX that they rescinded the offer made in XX/XX/XXXX, and I was now several months late ( even though they were still taking payments directly from my account ). Within 2 days I paid XXXX they said was now due. In any case it was too late and they reported me as delinquent to XXXX XXXX. I wrote XXXX XXXX a letter explaining this, and they refused to remove the mark. They did call me between XX/XX/XXXX and XX/XX/XXXX, telling me I was late ( even though they were auto debiting the full amount from my account ). I'd call and explain the agreement, and they would apologize for the confusion, assuring me it was a system error or some such. I have email history from my XXXX XXXX account, which I can provide if necessary ( just need to make sure I'm not crossing legal lines in doing so ). I also have detailed notes about all of this.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with monetary relief

Timely Response

2018-06-22

Palos Park, IL

Dealing with your lender or servicer

Student loan: Private student loan

Keep getting calls about your loan
Complaint: I am complaining about XXXX XXXX for HARASSMENT! My husband and I are both cosigners for our sons Smart Option Student Loans to XXXX XXXX. In XX/XX/XXXX through XX/XX/XXXX, we cosigned for our son for the Smart Option Student Loan, which consists of six loans. My son has been paying these loans holistically since he first received his pay check in XX/XX/XXXX from his job at the hospital as a nurse and up-to this-time. As a matter of fact, all of these loans have been applied for auto-pay. Since XX/XX/XXXX, weve been receiving non-stop emails, letters from the mail and phone calls. We received phone calls constantly almost every day, some of these calls are not showing the phone numbers on our phone screen. Sometimes, it shows restricted or unavailable or private. We can only recognize who called us when we listen to the voice mail. When we called the number that was provided on the voicemail, we often waited to get a human being to answer our calls, sometimes we got lucky if we were answered within 45-minute wait, after we discussed what we were calling for the person said, " your payments are up-to-date. '' Another occasion that I would think it was an harassment was : XXXX XXXX Representative, XXXX is the name he gave me called my work phone at around XXXX. ( On one occasion, they collected three times from my sons bank account and they were apologetic because of their mistake and they returned the access amount to his bank. ) Another that I believe that it is an Harassment was their electronic mail. The email says, Your XXXX XXXX student loan ( s ) requires your attention. Log in to XXXX to review your account information. Signed by XXXX XXXX - XXXX XXXX Soon as I clicked on the link, it's an offer for another loan ( This is misleading people like us to open the email. ) Another instances was The letter from the mail. The letter says, Late payments may result in your XXXX XXXX loan/s being reported to the consumer reporting agencies as delinquent. Negative information on a credit report may adversely affect your credit rating. Its important to know that delinquency can stay on your credit report for up to seven years. This is too much! Not only are they harassing us but also threatening us. Those statements really are very stressful! I am hoping that you would help us to STOP them harassing/threatening/stressing us. We want them to STOP calling/ emailing/ sending letters in the mails with deceiving/threatening statements. We do not need them to bother us. My son 's payments have been enrolled for auto-pay. Thank you in advance for your time and assistance. I highly appreciate it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-19

Georgetown, TX

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Problem with personal statement of dispute
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-18

CA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: I called XXXX XXXX 's customer service several times on and prior to XX/XX/2017 to get information about repayment options for my student loans. Each time I have called, I asked if it was possible to decrease the amount I pay monthly or establish an income-based repayment plan. Every single time I have called I was told by XXXX XXXX customer service employees that there are no income-based repayment options. XXXX XXXX Customer service representatives have told me that I only have two options. According to XXXX XXXX, I must pay the amount XXXX XXXX sets or I must pay a fee to have my loans go into forbearance. Forbearance allows my loans to accrue interest and the forbearance fee is high. XXXX XXXX 's forbearance option is not a reasonable means of solving my problems. My XXXX XXXX repayment fees are too high every month and XXXX XXXX has refused to provide reasonable repayment options.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-17

Flushing, NY

Communication tactics

Debt collection: Private student loan debt

Frequent or repeated calls
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-15

Canton, OH

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: After years of my account being poorly managed and being forced to take my deferment because they say I have no other options. I contacted XXXX XXXX Several times this year, to make sure I was in deferment and no issues. I used deferment to make sure XX/XX/XXXX was covered since I was going back to school in XX/XX/XXXX. I was informed that they would update my enrollment would be updated from the XXXX and everything would be fine, I would just have my XXXX in-school payments to make. On Monday XX/XX/XXXX I called again, since they are calling my co-signer and harrasing him and slandering me. I called XXXX XXXX and was told I was two months past due and informed her I am in school..please check the XXXX XXXX. She told me I had to submit a form and I told her " no '' you can go to the XXXX XXXX and check it! I am not putting up with anymore delays by you. I was put on hold, she checked it and told me she saw it and would submit a form for the update. XX/XX/XXXX Tay ID # XXXX calls my co-signer and tells him that I never pay my bills and this account is so far delinquent. That I have never made any payments. She has slandered me in every aspect and released who knows what else. XX/XX/XXXX XXXX XXXX ID # XXXX I call back to see what is going on with my account since I have just been slandered, they are harrassing my co-signer and I have done my part to handle this account. I was informed the previous person never submitted anything. Nothing has been updated. I am beyond tired of being lied to and slandered by this company, now I do not have the credit to able to move these loans somewhere else. They are no competent enough to do there own job! update XX/XX/XXXX- still nothing updated and have no clue when anything will be done
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response