Consumer complaint received 2020-10-26
Company: SLM CORPORATION
State: MO
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:
Several times over the past five years ( since XX/XX/XXXX ) I have attempted to contact Sallie Mae to check on my loan balance. My privileges to view my online account were taken away since I filed Chapter XXXX Bankruptcy in XX/XX/XXXX. I was also told they were unable to provide me any information via phone as it would be looked at as an 'attempt to collect a debt ' and under the Bankruptcy Federal Rules, they are not allowed to do that. ( I would like to note, payments were still made on my account to Sallie Mae all throughout the course of my bankruptcy via the trustee assigned to my bankruptcy case .... ). 

Fast forward to XX/XX/XXXX, I contacted Sallie Mae in an effort to finally be able to view my account online and begin making payments on my account. I notified Sallie Mae that my bankruptcy had been discharged in XX/XX/XXXX and that I would like to now have access to my information again so I could re-pay my debt. I indicated that I would like to see my payment history and detail. Sallie Mae told me that my balance was {$300.00} and that I could not have access to my information still since they did not have record of the bankruptcy discharge. After much complaining on my end, and a call transfer to another department, the new person I spoke with said I should be able to view my information now, it was their mistake and she would send me my account detail. 

Instead, I received a letter dated XX/XX/XXXX noting Sallie Mae was recently informed that I filed for bankruptcy and since they are unable to verify any bankruptcy filing, I would need to send proof of the Notice of Commencement of the Bankruptcy case via either fax or mail. I have been in the process of trying to obtain that information to provide to Sallie Mae. 

Sometime in the beginning of XX/XX/XXXX, I completed a customer satisfaction survey with unfavorable comments on how I felt Sallie Mae has handled my inquiry. 
In the meantime, I received another letter dated XX/XX/XXXX noting that my loan was sold/transferred to XXXX XXXX XXXX XXXX on XX/XX/XXXX and that my account has now gone to collections. 

A representative from XX/XX/XXXX XXXX called me today, XX/XX/XXXX to try to collect the debt. I let them know I am more than happy to pay off my debt, however, to ensure my payment is credited correctly and considering I have not been able to view ANY account details for the past five years, I would like some sort of account detail for my loan. XXXX XXXX noted that XX/XX/XXXX does not typically have any sort of account information and that she would contact a service area to try to obtain that information. However, in the meantime, my credit report would probably just have to take the hit. 

I am MORE than willing to pay my loan balance. I have paid on this account continuously for the past five years and would like to continue to finish out the balance of the loan. However, it is not unreasonable to be able to see account/payment detail for my account to ensure there is in fact still a balance remaining, to see how payments were applied in the past, to ensure everything is in good order, etc. etc. 
Any help in resolving this issue is greatly appreciated! 
Sincerely, XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief