Consumer complaint received 2022-12-21
Company: SLM CORPORATION
State: MN
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Hi, I have Cds, Money market, and saving account with Sallie Mae for over a decade. I have signcificant amount of funds overall among all the accounts i have with Sallie Mae. I reached out to Sallie Mae customer service on XXXX on XX/XX/XXXX and spoke with a rep called " XXXX '' and asked for her assistance in change my username since I am not able to do that on my own on their website, has to be assisted by a live representative. We changed my username and password with her assistance while she was online. I was not able to login in that day and she advised me to try about 24 hrs. I tried over the weekend, could not get in. Called on XXXX XXXX XXXX. Spoke with XXXX. He tried to walk me through the basic trouble shooting, change browsers, create a new account, change passwords etc. Could not solve the issue. 45 min or so later, he said he would work on it offline and call me back. Did not hear from him yet as of today. Called on XX/XX/XXXX, " XXXX : picked up teh call, asked her to connect me to XXXX, she couldn't but sent me a message to call me back. Did not hear from anyone. Called again about XXXX XXXX  cst. Kept getting messages that the team was in a meeting and to call back after XXXX XXXX  est. Called back at XXXX XXXX  cst. Was on hold waiting for a live rep and finally got the system to have someone call me back. " XXXX '' called me back at about XXXX XXXX  cst. 45 - 50 min of same drill as with XXXX, basic trouble shooting, no solution, asked her to transfer me to a supervisor/manager who may be more empowered to help. She said it is 24hrs turnaround for a manager to call me back and couldn't connect to any manager live. She supposedly was working with a manager " XXXX or XXXX '' to help resolve the issue. Finally she said she would need to write a ticket and wait for IT to help. She would call me back on XX/XX/XXXX. Have not heard back from her or a manager and my issue has not been resolved. I can't access my accounts via my laptop or via app on my phone. There has been no change in my network, network service provider, browsers or tools I have typically used to access my sallie mae account on my end. Last time i was able to access my account was about XX/XX/XXXX or XXXX. I strongly believe the glitch is on Sallie 's Mae end with the change in username. To date, almost a week since the issue was first identified, I have no resolution and no access to my accounts and funds which include my paycheck DD, my childcare funds etc. Sallie Mae team seems to be very inefficient, callous, lacking in expertise and sense of urgency to solve my issue!!! I don't seem to have recourse other than to keep calling, going to the same basic troubleshooting with anyone that picks up the phone and keep looping while my funds are stuck!! I need immediate access to all of my accounts!!! I don't have hours to try calling sallie mae to get to the front line support that is limited in capability, keep looping because of their inefficiency. 
My holidays are now impacted and stressed until I have access to my accounts!! I appreciate a prompt investigation and support from CFPB to unlock access to my accounts immediately

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation