SLM CORPORATION

2015-06-19

Boston, MA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Complaint: When I applied for Sallie Mae private loans I was assured over and over by their phone workers that I could make changes on my payments depending upon my finances. I currently pay {$750.00} a month to Sallie Mae and have been unsuccessful in getting them to change that. I made an official complaint through the CFPB about this and received a call from Sallie Mae offering to " work with me '' on my rate. They told me they were unable to change anything on my account because my cosigner and myself combined make enough income to pay my monthly fees. I am submitting a complaint because this was clearly far from transparent during the application process. Again, they assured me, based upon MY finances, not my cosigner 's, that I could make alterations in my payments. I was unable to make payments for XXXX months last year, and rather than put them on my cosigner, I was forced to go into forbearance, which ultimately led to an even higher monthly payment. My XXXX complaint is that my interest level is absurd, even having excellent credit. Half of my repayment is interest, and this, I feel, is exploitative. Sallie Mae can not carry on like this. I make regular on-time payments, and I demand a lower interest level.
Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2015-06-17

Phoenix, AZ

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 explanation

Disputed: No Timely Response

2015-06-16

Galena, OH

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Complaint: I have a mortgage still being reported to my CBR, according to Ohio law this should be removed from my CBR after XXXX years. As the last reported information on this accounts was on XXXX/XXXX/2003, I am requesting this be removed from my credit report.
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: No Timely Response

2015-06-15

Franklin Lks, NJ

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: The Sallie Mae rep lied to me. I called to tell them I was recasting my mortage and needed to defer my payments for up to 3 months untill the mortage process was complete. The rep instructed me to send in {$50.00}. to start the 3 month payment deferment. I did that and was called a month later saying I was late and I now needed to send in XXXX payments or it would go against my credit report. I told them aboth the deferment and the money I sent and they said that was not the process, I told them it was the process they told me and I did my part. they just kept calling me XXXX to XXXX times a day to tell me my credit would be effected if I did not give them a payment over the phone before friday XXXX/XXXX/15. I mailed the payment in full on XXXX/XXXX/15 and they show recieving it on XXXX/XXXX/15. Each time I called them I was given a different explanation for what they did, but the bottom line is I did what I said I would and they lied to me each time we talked and tried to intimadate me into giving them my banking info so they could take a payment out. Each call with them says it is being recorded so there should be proof as to what im saying. XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Disputed: No Timely Response

2015-06-12

Westfield, NJ

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-06-08

Lufkin, TX

Dealing with my lender or servicer

Student loan: Non-federal student loan

Need information about my balance/terms
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-06-06

MA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: I went to XXXX XXXX between XXXX and XXXX and, in addition to federal loans, I took out XXXX Sallie Mae Smart Loans through Sallie Mae, which was advertised to me by XXXX XXXX in my XXXX as a good student loan provider. Between XXXX and XXXX I took out XXXX loans with the company. I have been out of school for 6 months and I pay them every month on or a few days before the day that they are due. We had a problem in XXXX with XXXX loan amount not going through. We were not notified until a letter came in the mail in XXXX saying I had a loan that was over 15 days past due. When I called the company and checked my loan statement, it showed that there had been a Payment Reversal on XXXX of my XXXX loans and a late fee had been charged to me. I called the Customer Service number. A Sallie Mae representative told me that the payment had been applied to the previous month by mistake ( despite that I had paid XXXX on time ). I asked them to remove the late fee that had been charged to me and she said that would not be a problem. Then on XXXX/XXXX/XXXX, I received an email from Sallie Mae saying only that my account required " Immediate Attention. '' I called the customer service line and logged into my account. The payment I made in XXXX had reversed, just like the XXXX in XXXX, and another late fee had been charged to me. My minimum payment for the loan had hiked up to {$75.00} to compensate for the months I had " missed '' and the reversed payments would now affect my father 's ( my co-signers ) credit score. I payed that loan and my other XXXX loans right then and there. The representative for that phone call said that the payments had reversed because the company had lost or could not find the account number. This did n't make sense. I pay with the same bank account for each loan and the other XXXX loans were fine. All the numbers registered to my account checked out on the computer. To make sure everything checked out, I logged into my Sallie Mae and my bank account on XXXX/XXXX/XXXX. My Sallie Mae account said that my loans had all been paid on time - including the loan that had reversed my payment XXXX. I checked my bank account statement. the account showed that XXXX loan payments had been charged to my account on XXXX/XXXX/XXXX but the XXXX loan had not yet been charged to me. I called the customer service line again. A different representative said that while he could not ( for some reason ) transfer me to my account manager, it looked like my account was up to date on payments and that my father 's credit score would not be affected since I had taken care of the problem before the XXXX day of delinquency. The problem of course is that my payment has reversed two months in a row with no adequate explanation or fix, meaning that the XXXX payment is now over 30 days delinquent. He said that while my bank account had not yet been charged, Sallie Mae had accepted all of my loan payments and that I should check back in a week. I went back and checked my previous Sallie Mae payments for that loan and found that through XXXX XXXX, my payments had been going well. Then in XXXX XXXX my payment reversed ( I was never notified or charged a late fee for that XXXX. I did not even know until I went back and checked the transaction history ). That is XXXX payments that have reversed with no explanation and little help. What is more frustrating is that I am not notified of the problem in enough time to take care of it. I am fully capable of paying on time, but not being able to is causing me unnecessary stress and future credit problems.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with monetary relief

Disputed: No Timely Response

2015-06-05

Cherry Brook, MA

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

2015-06-05

Pinellas Park, FL

Taking out the loan or lease

Consumer Loan: Installment loan

Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Disputed: No Timely Response

2015-06-05

Glendale, CO

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: I 'm a XXXX and currently begun my career. However, my income is not sufficient to cover my living expenses and pay for my student loans. Because of this situation I was delinquent on my Sallie Mae loan payments. I spoke with a gentleman named XXXX who is a Manager in the Sallie Mae collections office. We discussed my financial hardship and he advised me to bring my account current before they could help me with special hardship assistance ( lowering my interest rate and monthly payment ). I have brought my account current and called Sallie Mae to take advantage of the special programs that XXXX XXXX had covered. The Sallie Mae servicing department is not able to work with me because my account is not past due. I 'm being proactive about my account not falling into delinquency again but the only way Sallie Mae will offer me any hardship assistance is if my account falls into delinquency again. They are adamant that unless my account is delinquent that I can not speak with a Collections representative about special hardship programs to lower my monthly payment. The Sallie Mae servicing department is only offering me a financial forebearance for 3 months while the interest builds on my already un-affordable student loan. Based on my conversation previously with XXXX XXXX of the Sallie Mae Collections department the programs they can offer me a lower interest rate on all of my loans to that I can have a income dependent payment and do not fall into default.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2015-06-03

Stanford, CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: I am currently graduated from the degree program for which the loans are attached to. However, I wish to file a complaint because I have noticed a common pattern emerge when attempting to use the auto-debit feature from SallieMae/XXXX payment system -- they say it works but it does n't actually work and it has caused multiple late fees and unwarranted phone calls. This has still occurred even after taking this to SallieMae 's Office of the Customer Advocate. Based on the auto-debit not working over the course of multiple months, I feel this is a predatory practice in which they assess more fees based on a faulty service.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with non-monetary relief

Disputed: No Timely Response

2015-06-03

Smyrna, SC

Can't repay my loan

Student loan: Non-federal student loan

Can't get flexible payment options
Complaint: I 've called numerous times to try to get a payment plan set up and every time they send me to someone else or tell me there is n't nothing they can do, I currently have very limited income and so does my co-signer. I understand that I took out the loans and I want to pay them back but I 'm currently having a bit of trouble. I thought I 'd be ending college with a degree and a job instead I was XXXX on my campus and my grades suffered afterwards I went from deans list to academic suspension, I tried to get my grades up but without funding I was unable to rejoin school, now I 'm struggling to get back on my feet and Sallie Mae as made it impossible to work with them to figure out a plan until I can get a better job to pay more.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-06-02

Bellingham, WA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-06-02

Atlanta, GA

Getting a loan

Student loan: Non-federal student loan

Can't qualify for a loan
Complaint: As of the end of this summer, I will have been a graduate student at XXXX University in XXXX, Georgia. I have applied for a SallieMae loan most of the semesters that I have been attending there, and every time that I have, SallieMae has approved my loan without any strings attached. But suddenly, and for the first time, they are requiring me to get a cosigner to acquire a loan. There is nothing in my credit history over the last half year that would even suggest that I have suddenly failed to meet the standards required to receive a loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-30

Passyunk, PA

Can't repay my loan

Student loan: Non-federal student loan

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

Disputed: No Timely Response

2015-05-29

San Jose, CA

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

2015-05-27

Westfield Ctr, OH

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

2015-05-22

East Windsor, NJ

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

2015-05-22

Keezletown, VA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Keep getting calls about my loan
Complaint: Sallie Mae, I have received upwards of XXXX calls per day from Sallie Mae through automated call systems despite explaining my situation and conditions to Sallie Mae. These phone calls are harassing and threatening the viability of my cell number. I ca n't leave my phone on and may miss important calls due to this harassment.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-21

FL

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: I am a recent graduate of the University XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, FL. I applied for a Sallie Mae XXXX study loan in XXXX. I was approved with a cosigner. After approval, Sallie Mae needed my cosigner to electronically sign the note. My cosigner was unable to electronically sign due to an ongoing error with Sallie Mae 's website. We requested a paper copy of the paperwork be sent. Sallie Mae sent my cosigner documents which he signed and sent back. I was then informed by Sallie Mae that the paperwork they had sent was the wrong paperwork, and that they would need to send the proper forms. Despite informing me that the forms would be put in the mail multiple times since XXXX, nothing ever arrived to my cosigner. I call Sallie Mae on a daily basis and am shuffled around and transferred to multiple people, who seem unable to send out a simple form. It is now two months later and I am still waiting to obtain the funds from my loan. I am repeatedly promised that the problem is being handled, but no one has resolved this simple issue.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-05-21

Pasadena, CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: I have a private loan through Sallie Mae. They have been misleading about the status of my loan, have marked me delinquent despite never mailing me at my proper address, they list correspondence on their site as having been mailed to me that I actually never received, and they have refused to change my contact information after numerous requests. The representatives apparently do not keep notes on my account ; I provided one with my checking account information in order to have payments deducted automatically, and despite the fact that XXXX payment was successfully deducted, the next month they claimed they could n't withdraw from the exact same checking account because it " did n't exist ''. They never notified me of this ; I had to contact them and ask them why the payment had n't been deducted. After making sure they had the correct account number, I was told by the representative that payments would resume the next month and I did n't need to worry. About a XXXX later ( in the same month ), I received a phone call informing me I was delinquent and payment needed to be remitted immediately. This level of disorganization and negligence is unacceptable. It has adversely impacted my credit report due to their reporting me as XXXX days past due, despite my never having received notice. They refused to provide loan deferment options, yet are making it difficult for me to pay. They will also not mail me information on my loan balance, as I have repeatedly requested.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-05-21

IL

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Complaint: I have XXXX loans that I borrowed from SallieMae to pay for my education at XXXX University. I signed up for a ten year plan with a fixed {$25.00} per loan monthly plan to decrease my interest for each loan ( a total of {$75.00} a month ). Unfortunately, after I had graduated I have no luck with a full-time job. My finances that I pay each month are medical ( XXXX supplies and visits ), car insurance, phone, food, and soon to be rent. I can barely afford these finances as it is and when I called Salliemae to see what the total for each month would be after my grace period, they had told me about {$700.00} ( not including the government loans ). I had tried XXXX times calling them seeing if I can lower the payment per month, and they provided no helpful answers. They told me the options I have are forbearance which would make my account a delinquent, and only XXXX of my XXXX loans qualified ( the smallest XXXX of course ) for their " graduate payment plan '' which only would bring it down about XXXX dollars. I told them that I am willing to pay a much higher interest for a lower monthly payment which they told me they do n't do. They had mentioned that I could use auto-debit which would decrease my interest by a " whopping '' .25 %. I told them each time I called -they each said the same thing- that I am not interested in lowering the interest but the monthly payments because I can not afford that payment each month. Each time I call I feel they ignore my plea for help on lowering it, even if it means I give them a lot more money in the long run.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-19

NJ

Can't repay my loan

Student loan: Non-federal student loan

Can't get flexible payment options
Complaint: I have XXXX from college and borrowed XXXX and XXXX from sallie Mae in XX/XX/XXXX and XX/XX/XXXX. Since the loan now is past the six month mark and payments are through the roof. Over XXXX a month combined. I am unable to pay this amount and my mother the cosigner is unable as well. My father is deceased so that is not an option either. To make a long story ahort I have been dealing with sallie Mae since XX/XX/XXXX. They has me give all my and my co signers financial info for a rate reduction program that they said I was eligible for at XXXX a month and 2 percent interest for two Years and after two years we reevaluate they had me put a months for earance on the loan as well. Now the program has ceased and they claim its due to their mistake in me putting the loan into forbearance. I had to give all financial info for both again. Now it 's being denied due to processing stating that my mom made XXXX in XX/XX/XXXX. She did not tell them this nor did she make that. She made XXXX and would never inflate it like that also they say she has XXXX in a savings account in XX/XX/XXXX as well. She does not if she did she would not need their money. She has an annuity that can not be touched that 's about it. They will not do the rate reduction program now and we 're very abrupt about it and I am unable to pay the over XXXX dollars a month. I am not refusing to pay. I am able and willing to pay through the rate reduction program and if in XXXX years my situation changes we will reevaluate then and go from there. Please if you can help I would appreciate it. They are untruthful for their own convience. And I just need help to pay the loan at the rate in which I can afford. I did not add that the loans at present are 7.5 and 8 percent. I am not sure what your agency does but any input would help. I was told no from sallie Mae yesterday XX/XX/XXXX. Thank you XXXX
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2015-05-19

Frenchville, PA

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Complaint: I borrowed loans from sallie Mae to attend school at XXXX XXXX University with out knowing that each seperate loan would be due for repayment at the same time. I thought it would be a consolidated loan that would be in XXXX manageable payment each month.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-19

La Pine, OR

Can't repay my loan

Student loan: Non-federal student loan

Can't get flexible payment options
Complaint: I XXXX from the University XXXX, XXXX in XXXX with a degree in XXXX ( which has among the highest starting salaries for XXXX. degrees ). I was able to find employment about XXXX months after XXXX. I have a family with XXXX young children and have been trying to manage supporting my family and comply with the payments for the debt I incurred during school. I have no financial wiggle room for unforeseen expenses, which believe it or not have come up. I am making every effort to be up front with my lender about my financial situation and appropriately address my inability to make payments at this time. This major lender has provided a single contact number to which I am funneled to deal with this issue, and their representatives are unwilling to work with me and are basically forcing me to default on my loans. This will negatively impact my credit as well as my cosigner 's credit, and will increase the capital amount on my loans through late fees that will be applied. I very much would like to be able to pay my debt, and am trying to manage the situation the best I can. I currently have no recourse with which to resolve this issue, as the lender refuse to provide me with any option other than to default on my payments.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response