Consumer complaint received 2022-05-28
Company: SLM CORPORATION
State: CT
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Thank you for taking the time to read this letter. Im writing because I noticed that my most recent credit report contains late payments reported on XXXX and XX/XX/2022 for an account for which I am a co-signer. I have made attempts for the company to rectify my concerns, but it is difficult to get a person on the phone and during my last interaction they were not addressed. I am writing to request my online servicing access be reinstated AND deletion of the late payments that were reflected on my credit for the months of XXXX and XX/XX/2022. 

Apparently, there were some issues with the borrowers payment account that resulted in the account being unpaid and the account falling past due. I was not made aware in advance of the account falling past due, and the specific details around what occurred I am not privy to. I was not made aware of account being past due until I received a certified letter to my address in XX/XX/2022 which required payment within 15 days. I immediately attempted to login to the online servicing site but received a message stating that my online access was revoked. I then reached out to Sallie Mae via phone and after waiting on hold for more than 1 hour, I finally got someone on the phone and made payment in full for the past due payment. 

The borrower elected online servicing / billing at the time her account was created. The agent explained that my online account access was revoked due to online payment issues with the borrower. The borrowers payment issues had nothing to do with me, yet I was penalized and held accountable with my online access being revoked. During the time that my online access was revoked, I was not sent a physical statement in the mail, so I was not aware of the past due nature of the account. The same applies for the other account for which I am a co-borrower, since online access applies both accounts. Effectively Sallie Mae did not provide me with a billing statement, and I was not aware of the past due balance or issues that resulted in the late payments.

I would like to add that there were times where I received multiple calls per day ( 2-3 ) from Sallie Mae ( which I also believe to be a violation ), however, when I attempted to answer the call, I heard dead air and then eventually a click on the other end to disconnect the call or more often than not, it was an automated dialer instructing me to call Sallie Mae during business hours, but it did not give me the ability to speak to a live agent. As you are aware, the hold times at this firm are extremely long, it is nearly impossible to get a person on the line in less than an hour. And since my online access was revoked, I am subjected to call in and wait on hold for over an hour each month to get account information or make a payment. In particular, when there is no guarantee I will get a person, the call often disconnects, and/or I can no longer stay on the line as I have other obligations ( i.e., working and take care of my family ). 

My ask is that Sallie Mae do the following : XXXX ) Remove the late payments currently reflecting on my account for XXXX and XX/XX/2022, as I was not appropriately billed nor provided a billing statement reflecting the balances currently due from the borrower in sufficient time to pay on time.

2 ) Reinstate my online servicing access so I have the ability to actively monitor and service both Sallie Mae accounts for which I am cosigner.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation