SLM CORPORATION

2016-08-03

Walters, OK

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-08-03

City Industry, CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-03

TN

False statements or representation

Debt collection: Non-federal student loan

Attempted to collect wrong amount
Complaint: My sister was told, if she paid this amount ... she would not owe anything else as she is going to school. The loan would be deferred until she finishes college. She paid the {$50.00} but, it was only to stop them from calling for 10 days. They lied! Now they keep calling saying we owe money and that we have to pay it. They are lairs, the money should be put in deferment until she finishes school. They they said. I am the co-signer and they keep calling both of us after we both said stop calling.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-02

Crozier, VA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-27

Turners Sta, KY

Can't repay my loan

Student loan: Non-federal student loan

Can't get flexible payment options
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-07-27

CA

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Complaint: I contacted Sallie Mae to request some relief when I could not make $ XXXX/month payments on a XXXX % private student loan. Asking if there was any way to lower my payments I was told that I could enroll in auto debit to save .25 % on my interest. I told them that that would not help. I was then told that I would have to miss payments and go delinquent on the loan before they could offer me any additional assistance. After I missed my first payment I called again and was told that I would have to get current before they could offer me any relief. I did n't have the {$200.00} that I owed them now they wanted {$400.00} before they would discuss relief. I missed an additional payment and called them a third time. This time I informed them that I was recording the call to keep my own records because I believed that I could not rely on them to work with me to offer realistic solutions. They refused to speak to me while I was recording and disconnected the call.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-26

Douglasville, GA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Keep getting calls about my loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-26

NC

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: I had gotten XXXX student loans through Sallie Mae, the XXXX was a loan that would not require any payment till I was out of school. The XXXX I had applied for, to my understanding, would be the same as the XXXX. Come to find out a month and a half later I was behind on a payment of XXXX dollars. No big deal, but it was never explained clearly that I would have to make those payments while I was still in school. The six months then passed since I was out of school and I was to start making the payments on my loans, it was about XXXX dollars a month for XXXX not bad that 's deal-able, a few months afterwards my payments pretty much doubled, and I have been struggling to keep my payments up to date and current ever since, all to save my credit so there would be no bad marks on it from falling behind on a student loan. It was starting to get difficult so I had called looking for help but came up empty handed. So I tried to just deal with it. Well the time had come where I had finally fallen behind and had been late on a payment, so I called looking for help again. Again I came up empty handed, they did n't want to talk to me and only offered a forbearance. I then became two months behind and had called, again only offering me forbearance. Three months behind due to financial problems, and still the only thing offered to me was forbearance. I was finally able to get caught up with no help from Sallie Mae, but shortly after I received a letter in the mail from them. This letter consisted of options that could be offered to me and that I could apply for to help me with the process of paying my loans back. I called to ask about these options and was denied again. they told me they had no idea what letter I was looking at because they had no record of sending anything to me, both me and my cosigner received the letter the same day. I called and complained to Sallie Mae demanding to know about these options but because I was caught up they could no longer offer me anything other than, you guessed it, forbearance. I then filed a complaint with the XXXX and the next day Sallie Mae called to get my side of the story. Today I received the follow up call from talking with Sallie Mae, they were to review my case and find out what they could do for me. Again they gave me the same run around of you 're loans are current we cant do anything the only thing we can offer is forbearance. I have called and asked and asked and all I get is sorry we ca n't help the only thing we can offer is forbearance. All I want is help, but they have done nothing to help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-26

IL

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: My issues with Sallie Mae are two-fold. The first is that I defaulted and they harassed me constantly, calling up to 10 times per day from multiple numbers. They also called my family members multiple times trying to reach me, using contacts I never provided them. Some of the calls are actual people, some are robo-dialed. My second issue is regarding their customer service. There is NO WAY to contact these people via chat or email. I assume this is so it 's harder for you to keep a record of communication, making it easier for them to continue shady business practices. As someone with very XXXX that has a lot of issues with telephone communication, it 's basically impossible for me to deal with them. I even completed their customer service form stating this and guess what? They called me anyway. I do n't think they even read them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-25

Miami, FL

Can't repay my loan

Student loan: Non-federal student loan

Can't temporarily postpone payments
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-07-25

ME

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: Sallie Mae has not honored my payment allocation request after repeated written requests submitted with my payment. I want the difference between my amount due and the payment I send in to be applied to the principal balance, yet they continue to apply it to future payments and send me bills with a {$0.00} amount due. I continue to make higher payments because they have my payment amount set at {$59.00}, and the monthly interest/fees are {$58.00}. At that rate it would take the rest of my life to pay off this loan. We have called several times and were told they would change the allocation, but they have still not done so.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-23

Greenfield, MA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-22

Del Rosa, CA

Getting a loan

Student loan: Non-federal student loan

Can't qualify for a loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-21

Alexandria, VA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Complaint: Dear CFPB Representatives I contacted Sallie Mae on XX/XX/2016. I spoke to a representative who identifies himself as XXXX XXXX in the Recovery Department of Sallie Mae. He was the first person that guarantee me that once the account was settle or paid off, Sallie Mae will begin to report the account to XXXX, XXXX and XXXX as Paid in Full. A verbal contract was established with this representative which include the guarantee of Sallie Mae to report the account to XXXX, XXXX and XXXX as Paid in Full. I accepted the settlement offer and paid the account in time and terms of condition. ( Attached Documents that proves payment ) When I made the first payment of {$2000.00}, the representative who took my payment also guarantee me that once the account is paid in full Sallie Mae will begin to report the account to XXXX, XXXX and XXXX as Paid in Full. When I made the second and final payment of {$710.00}, the representative who took the payment also made it clear to me that Sallie Mae will begin to update or report the account to XXXX, XXXX and XXXX as Paid in Full. As of today the account shows as Charge Off, on XXXX, XXXX and XXXX Credit Reports. ( Attached Documents proves evidence ) I have contacted Sallie Mae Recovery Department numerous time asking why Sallie Mae still reports this account to XXXX, XXXX and XXXX as Charge Off and not as paid in full. The representative 's states that the Charge Off will remain on the account for the next 7 years even if the account is paid off. Sallie Mae Recovery Department representatives are lying to the public and tricking consumers with false statements, manipulating information to their advantages and causing consumers like myself to struggle and make sacrifices to obtain the money in order to pay this debt. I work very hard to pay {$2700.00} in two weeks. I accepted the settlement offer because I was told that once the account is paid off Sallie Mae will begin to update and report the account to XXXX, XXXX and XXXX as Paid in Full. As of today I 'm in the risk of losing my job because of this account, this account is showing up a Charge Off and is affecting my credit very bad. I try to rebuilt my credit by applying for a secure credit card and was deny because on my credit report shows an account as charge off. This is the only account I have as charge off and is affecting my life and possible the loss of my current job. I have no negative accounts. I also would like to report that when I file for bankruptcy Chapter XXXX and got discharge by a Court, Sallie Mae automatically begin to report the account as Charge Off. Sallie Mae did not provide me the opportunity for a monthly settlement payment. ( Case Number XXXX ) Please help me resolve this issue, one of the big problems that I have with this account is that the representatives in the Recovery Department are so confident in lying to the public and making false statement to consumer. I strongly believe they are doing these types of actions just because they work for a XXXX-dollar company. I look forward to your reply and a resolution to my problem, and will wait patiently until I get a resolution. Please contact me at the below address or by e-mail. Note : I have attached documents ( I have highlighted the section ) Copy of XXXX, XXXX and XXXX Credit Report shows account as Charge OFF Settlement Offer that shows payments were made on time and manner. File Case Bankruptcy Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX XXXXXXXXXXXX XXXX : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-19

Piscataway, NJ

Getting a loan

Student loan: Non-federal student loan

Can't qualify for a loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-19

Bloomington, MN

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Complaint: I have close to {$100000.00} in student loan debt, {$20000.00} of which is funded by Sallie Mae/XXXX. Sallie Mae/XXXX refuses to work with me and demands that I pay {$320.00} a month or more on this debt with 10 % interest. Everytime I call a representative tells me that is my only option, or I can default. Then they state that if I default there might be some help for me but they do n't know, and there 's nobody I can talk to about it. It is unbelievable
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-07-18

Boston, MA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Don't agree with fees charged
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-15

Douglasville, GA

Can't repay my loan

Student loan: Non-federal student loan

Can't temporarily postpone payments
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-15

Bremen, GA

Can't repay my loan

Student loan: Non-federal student loan

Can't temporarily postpone payments
Complaint: My name is XXXX and I have a loan with Sally Mae. This is my XXXX complaint with the above-referenced lending company. In XX/XX/2016, my grandmother (the cosigner on loan) started receiving phone calls and letters stating I was behind on payments for my loan that I received in XX/XX/2016. We called and was told that I allegedly marked "interest only" payments for the loan. I did not remember saying I wanted "interest only" payments, as I am a XXXX, fulltime XXXX in college. However, we spoke with Sally Mae and was instructed by Customer Service Representatives (CSR) to fill out a Deferment Form and submit. Once I filled out the form and faxed it in, we received calls stating that a verification statement from the University I attend was needed in order to process the form. I submitted the verification form provided by the University, and I was told by Sally Mae that all was well. Three weeks later, my grandmother and I began receiving phone calls again about late payments for the aforementioned loan. My grandmother and I both explained to Sally Mae that I did not mean to mark "Interest Only" as I am not working, am a fulltime student and cannot make payments. We also explained to Sally Mae that I submitted the Deferment Form and verification of fulltime attendance from the University as instructed only three weeks ago; to be told by Sally Mae that whomever instructed us to submit a Deferment Form was wrong to do so...and that the payments were still due. My grandmother and I were harassed with XXXX XXXX phone calls a day by Sally Mae, asking for payment. We were even yelled at, accused of lying and degraded by CSR. After that treatment was when I submitted my first complaint. Sally Mae did back off from the harassment for a few weeks. However, when they did call, my grandmother and I still explained to them that we do not have the money to make payments, and that I did not intend to mark "Interest Only" payments for the aforementioned loan. We began to be harassed again with XXXX XXXX phone calls a day. These phone calls consisted of CSR now saying that since I did not change my choice of selecting "Interest Only" within 30 days after the funds were dispersed, therefore I have no right to change the choice now. I spoke with an Attorney and was told through the "Truth & Lending Act", Sally Mae can change the selection if there is a hardship of forbearance with making payments. As I have explained to Sally Mae over and over, I have no income or funds to make these payments. Even though my grandmother is the cosigner, she is on a fixed income and cannot afford to make the payments as well. I am now filing this complaint because yesterday, XX/XX/2016, my mother was on the phone with a CSR, as Sally Mae called her because she is a reference on the loan and they "claimed" they could not reach myself or my grandmother. This is a fabrication because my grandmother had just spoken with a CSR just two days prior on XX/XX/2016. My mother explained to this CSR that Sally Mae was being fraudulent and that we complied with their instructions of submitting the Deferment Form to change loan from "Interest Only" to totally "Deferred". The CSR told my mother that there is a form I filled out online and checked the "Interest Only" option for payment. This is a total fabrication since I applied for the loan via telephone with a CSR and when asked about payments, I told them I wanted the payments deferred. I never filled out an application for the loan online. The resolution for my issue with Sally Mae is total deferment for the aforementioned loan until I graduate from college and am able to pay the loan back. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-15

Scottsdale, AZ

Dealing with my lender or servicer

Student loan: Non-federal student loan

Keep getting calls about my loan
Complaint: Sallie Mae continued to contact my wife 's phone number after I specifically asked them to remove the number during a phone call regarding the student loan on XXXX XXXX. I had called them on this date to settle the account and attempt to pay in full. Between the dates of XXXX XXXX to XXXX XXXX, they contacted her at least 27 times, and again on Monday XXXX XXXX, she asked them to stop calling her. The evening of XXXX XXXX, I paid the account in full online and since the harassment has stopped.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-07-14

Millbrae, CA

Getting a loan

Student loan: Non-federal student loan

Can't qualify for a loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-13

Ridley Park, PA

Communication tactics

Debt collection: Non-federal student loan

Frequent or repeated calls
Complaint: 5 calls within 6 hours ( from XXXX to XXXX ). I have snapshot of calls on my phone. This is my sisters debt that I cosigned via Sallie Mae for school loans. They know I am not primary. She did not receive any calls today. She has scheduled automatic monthly payments with them that come out on XX/XX/XXXX ( today is XX/XX/XXXX ). XXXX XXXX is the number that called and XXXX was the name given on the voicemail. As a night shift worker who sleeps during the day these calls were extremely disruptive and I am quite annoyed that despite numerous communications via my sister and I they continue to 'prematurely ' harass me for a payment that is not even due yet. Hopefully this complaint helps rectify that. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-10

Lewisville, TX

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Complaint: I agreed to co-sign my grand-daughter 's college loan, Sallie Mae, 2 years ago. They now have us paying for a loan that was to be deferred and I owe more than she does. We are XXXX and worried about this situation. Can you help us?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-08

Sacramento, CA

Communication tactics

Debt collection: Non-federal student loan

Frequent or repeated calls
Complaint: I am co-signed on student loans with my brother-in-law. He is struggling to make the payments and I do not have the money to make the payments. I have told them this in the past and they start calling me shortly after XXXX and repeatedly call me every hour all day.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-07-08

ME

Can't repay my loan

Student loan: Non-federal student loan

Can't temporarily postpone payments
Complaint: I applied for a three month forbearance on XXXX/XXXX/2016 on all XXXX of my loans. I was told that my auto-debit enrollment would be cancelled and my next payment would not be until XXXX/XXXX/2016. Instead what happened was my auto debit was not removed and was charged on XXXX/XXXX/2016. The forbearance then applied on XXXX/XXXX/2016. I was also billed {$150.00} on XXXX/XXXX/2016 to finalize the forbearance, which while agreed upon, gave the impression that everything was set.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response