Consumer complaint received 2021-06-08
Company: SLM CORPORATION
State: TX
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
For the past month, I've been trying to resolve my past due loans with Salle Mae. According to each rep that I've spoken to, my application for a deferment was approved after I paid the {$100.00} good faith payment ( twice ). But, despite this, the deferment has not been processed on my account so I'm about to go into collections. I just spoke to Sallie Mae once more on XX/XX/XXXX and they admitted to me that they saw all of the notes on my account showing that my forebearance was in fact approved with a confirmation number of # XXXX. On this XX/XX/XXXX call, the representative I spoke to admitted that if my account did get reported to the credit bureaus then Sallie Mae would remove it because the error is theirs. I am worried nonetheless because every single time I've called them ( once a week ) the representative that I've spoken to has advised me that my account would be ok and it would just be a few more days until my forebearance processed. 

Further call details below : XX/XX/XXXX : I called to ask about repayment options and applied for a forebearance. Paid the {$100.00} good faith payment and was told my account would be current in 3-5 business days. 

XX/XX/XXXX : I noticed that I was still getting urgent past due emails so I called again to check in on my forebearance. The agent that I spoke to had me re-apply, pay another {$100.00} good faith payment, and informed me that my application would be approved because he was the one approving it now. 

XXXX : I received a voicemail from a Sallie Mae agent named XXXX who advised me to call her to remedy my account. When I called her back, she said the forebearance wasn't reflected on my account but she did see it in my notes but wasn't sure why my account was still in collections. She told me she would call me back after escalating it for immediate approval to her manager. 

XXXX : XXXX still hadn't called me back so I decided to reach back out to Sallie Mae. I spoke to a new agent who informed me that XXXX did escalate the case to her manager ( according to the notes ) and my forebearance was approved. She said there was a backlog due to the XXXX XXXX holiday but my forebearance would be reflected in my account by Monday or Tuesday. 

XXXX : My account still hasn't been updated so I reached back out to Sallie Mae. The agent I spoke to reviewed my account, saw all of the notes, and escalated the issue to her XXXX. Her manager had her put in yet another forebearance application. She told me that the error was on Sallie Mae 's part so if my account was reported to the credit bureaus then they'd remove it. 

I have no tried to remedy this situation for weeks on end and keep getting told the same thing. I'm not sure how to proceed forward now that my trust for Sallie Mae 's ability to handle my case has dwindled from this experience. I've made every effort and have spent so much time on the phone with them to remedy the issue to no avail.

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