Consumer complaint received 2023-04-21
Company: SLM CORPORATION
State: CT
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
In XXXX I took out a private student loan which was serviced through Sallie Mae, which was later transferred to XXXX in XXXX time frame. I have two questions I need answered by Sallie Mae for which I attempted to achieve by calling their customer service today ( XX/XX/XXXX ) to obtain these answers. I first spoke with XXXX who hung up on me ( it is a recorded call ) and when I called back I spoke with XXXX who was extremely kind and did his absolute best to try and get answers for me although he had to constantly put me on hold to what I suspect was to ask somebody higher and that game of telephone was breaking down drastically. I need these 2 questions answered - by Sallie Mae, do not direct me to XXXX as XXXX did not service my loans up until the split. 

1. ) What was Sallie Mae 's credit criteria for cosigner release for the period covering Fall XXXX to XXXX XXXX. Was the credit criteria just a simple XXXX XXXX check, did it it *only* involve what was provided by the XXXX credit reporting agencies? It is a simple question that has to be on record with Sallie Mae, but might require some digging. I tried to explain to XXXX to envision a hypothetical as my question, although believed to be easy, appeared to cause confusion. The hypothetical is, if I applied for cosigner release in XXXX ( or in the summer of XXXX ) - what " credit criteria '' would Sallie Mae have used to determine if I met the obligations under my Promissory Note Section P that states " who meets applicable credit criteria ''. And I feel as I need to point out, section M paragraph 7 clearly states that Sallie Mae could not have changed the " applicable credit criteria '' without first notifying me in writing and my return approval-so whatever " applicable credit criteria '' was in place when I signed my loans on XX/XX/XXXX would have been the guiding policy. So I need to know what the policy was when I signed my private student loan with a cosigner. 

2. ) Both XXXX ( before hanging up on me ) and XXXX insisted I could not possible have private student loans with XXXX and I was simply confused since *only* federal loans were transferred to XXXX. So were my loans XXXX then made private? Not seeming likely but apparently I need to know, why were my *private* student loans transferred to XXXX then if it was only apparently the XXXX loans? And I wish I did not have to state this but XXXX and XXXX seemed to imply it, but XXXX was *not* servicing my loans until the split, my statements/disbursements/correspondences *all* state Sallie Mae up until the split in XXXX XXXX XXXX XXXX ). So as the information I was just provided by Sallie Mae customer service has now caused confusion, I need clarification as to why my 2 private loans with Sallie Mae were transferred to XXXX if only Federal loans were - according to today 's recorded conversation.

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