Consumer complaint received 2018-06-29
Company: SLM CORPORATION
State: PA
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:
XX/XX/2018 - First contacted by automated call from XXXX XXXX to inform that my payment in the amount of {$91.00}, due on XX/XX/XXXX was missed. I am enrolled in an auto-debit program, so that these payments should occur automatically on the date they are due. 

Contacted XXXX XXXX and spoke with representative. She explained that XXXX XXXX received an 'NSF ' notification and that my payment was not made successfully. 

Immediately checked bank records online while on phone with representative, saw that payment amount of {$91.00} was withdrawn successfully from my account and payment posted to XXXX XXXX on XX/XX/XXXX and that these funds were not returned to my bank account due to NSF or any other reason. Explained this to representative on call, and she asked for me to submit documentation to support online to XXXX. 

XX/XX/2018 - Submitted caption of bank statement regarding payment of {$91.00} showing that funds were withdrawn from my bank account and sent to XXXX XXXX. 

XX/XX/2018 - Representative from XXXX XXXX called to inform that I was now 21 days late on this account. Informed agent about bank statement uploaded ( and that I presumed that this documentation was sufficient to prove that my payment had been made ). He said he saw the document and that he would forward the case to his supervisor. Asked that payment collection communications cease until issue is resolved. 

XX/XX/2018 - Spoke with XXXX at my bank - she confirmed that the payment in the amount of {$91.00} was sent successfully to XXXX XXXX. 

XX/XX/2018 - Automated calls/emails/letters from XXXX XXXX informing me that my account was late resumed. Responded to call to explain situation once again, and to ask that calls cease. Asked for update on case. Representative explained that my case has not been 'researched ' yet and assured me that no late fees would be added to my account as a result of this situation and that it would not affect credit reporting. 

XX/XX/2018 - Contacted XXXX XXXX again for status update - was informed that this account was still considered late and that the issue had not been resolved. Asked what further documentation if any would be helpful, if we could contact my bank. Was told that XXXX XXXX could not contact my bank on my behalf. Agent assured me that she would 'escalate ' my case and stop automated communications. 

XX/XX/2018 - Contacted XXXX XXXX for an update, was informed that problem still not resolved and that issue has been sent to 'monetary department ' so that 'payment could be located. ' XX/XX/2018 - Began receiving automated communications about late account again. Responded to call and explained situation AGAIN to representative ; was assured that message would be sent to 'monetary group ' so that the issue could be 'researched. ' Asked again that communications stop. 

XX/XX/2018 - Began receiving automated communications about late account AGAIN. Returned call at XXXX XXXX and asked to speak to manager ( XXXX ). Explained entire situation to representative again, was told that I needed proof that payment was made. Explained that I had submitted that documentation on XX/XX/XXXX. Asked representative XXXX 's permission to bring representative from my bank on to phone call so that they could explain that the payment was made. Contacted my bank, asked her permission to join her on phone call to explain to representative from XXXX XXXX that payment was made. 

Conference call with XXXX with my bank and XXXX from XXXX XXXX : XXXX explained that the funds of {$91.00} were withdrawn from my account and posted to XXXX XXXX on XX/XX/2018, and that those funds were not returned to my bank due to NSF or any other reason. Representative XXXX asked if XXXX could provide documentation to support this claim, and she said that she could provide that to me so that I could forward it to XXXX XXXX ( this documentation would be bank statement ... which I HAVE ALREADY PROVIDED as of XX/XX/2018 ). 
... 

Due to some error on their part - XXXX XXXX, for the last three months have been misrepresenting the status of my account, harassing me with related communications that are unwarranted - and, while they assure me they have not added any late fees to my account, I have no way to confirm this in the online portal. I only have their word to go on - and given that their word is currently that I have not made a payment which indeed, has been deducted from my bank account and have supplied documentation as proof - it is their words that are insufficient, not my funds. 

I did not expect to take on a freelance job as a banking consultant when I obtained a student loan through XXXX XXXX, but given the number of hours I have spent attempting to resolve this situation which is wholly the fault of XXXX XXXX - I have become quite educated in basic banking parlance. 

I have asked repeatedly to speak to managers, to discuss the matter with people who handle 'escalations ' but at each turn have been told I only have to submit documentation and that the matter would be resolved in a week or so, no late fees attached. This issue has been ongoing for nearly 3 months, and through this time I am continually harassed by phone calls, emails, and letters. As a relative of mine was co-signer to this loan, I am also stuck with the awkward situation of having to explain the to them as well - that XXXX XXXX is mistaken. This family member is also being contacted multiple times as though I have actually missed a payment, but thankfully, has been quite relaxed about it as they know I could not simply make this up. 

At this point, I don't know what I can do further to resolve this matter - so I lodge this complaint in hopes of having some relief from this aggravating, time-consuming, and misleading situation. I would like the matter resolved, and to be provided with full documentation of my account with XXXX XXXX to show that their mistake has not resulted in any adjustment to the account in the form of late fees, interest increases or other potential penalties - and to stop, once and for all - the inundation of communications.

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