Consumer complaint received 2020-11-20
Company: SLM CORPORATION
State: NC
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
SLM Corporation_Sallie Maes has still failed to provide verified and authenticated documents to attribute loan ownership to me. 

Salle Mae also failed to provide requested documents in a timely manner. 


I spoke to XXXX on XX/XX/XXXX and was advised that no one in the Sallie Mae Office of the Customer Advocate could speak to me about the alleged account except for XXXX and she was out of the office at the time. I then called back into the office again on XX/XX/XXXX. XXXX was in a meeting at the time but on this day, XXXX was able to discuss the account in question. I requested that Sallie Mae ( Office of the Customer Advocate ) provide the following documents ( Private Education Loan Applicant Self Certification, Promissory Note, all disclosures and electronic e-sign consent ). 
I also requested an explanation again of the typed name/numbered seal as to what it identified on the application and its purpose. I also advised XXXX that I would like it reported that XXXX ID # XXXX in the ( OCA ) office had presented his opinion as fact and falsely stated that there was positive I.D . transaction of my identity on a XX/XX/XXXX call with XXXX XXXX. 

However, the complaint about XXXX false statement was not addressed by XXXX later when she called me on XX/XX/XXXX or in Sallie Maes CFPB response ending in XXXX. 

Per the conversation on XX/XX/XXXX, XXXX XXXX ( Sallie Mae Office of the Customer Advocate Director ) became hostile/threatening over the phone and refused to answer when I requested certain account info in order to understand a plan she was offering. She refused to answer questions, stating it's too time consuming to go back and every single date ( even though I only requested a specific date ), started berating me and advised that the additional document requests would be sent via CFPB. I am under the distinct impression that my rights have once again been violated in this latest interaction on XX/XX/XXXX. XXXX XXXX refusal to fulfill her duties as a representative ( especially as the Director ) of Sallie Mae has placed this unverified account closer toward default, which continues to negatively & unjustly affect my credit/financial status when it could have brought to some sort of resolution. 

The explanation of the typed name/numbered seal as to what it identified on the application and its purpose has not been explained/provided. 

I have not received the authenticated verified documents which I requested. Sallie Mae provided " unsigned '' disclosures which shows no proof that I received these disclosures at the time of the transaction of the alleged loan balance which Sallie Mae has allegedly attributed to me. They provided a grainy application with incorrect, unexplained seal information upon it. Yet, the disclosures are unsigned and differ in condition of appearance. 

The private self certification also is typed and differs in appearance from the application document. Sallie Mae representatives did not provide a required e-consent. They simply provided an " unsigned '' E_signature excerpt that appears to be from a section of some other document, with no date, no name, no signature of no proof that it was ever provided at the time of the alleged loan that Sallie Mae allegedly attributes to me. 

In addition the E_signature document DOES NOT provide the following : That the consumer has affirmatively consented to the use of electronic means, and the consumer has not withdrawn consent. 

The consumer, prior to consenting to the use of electronic means, is provided with a clear and conspicuous statement : Informing the consumer of any right or option of the consumer to have the record provided or made available on paper or in non-electronic form. 

Informing the consumer of the right to withdraw consent to have the record provided or made available in an electronic form and of any conditions or consequences of such withdrawal. Those consequences may include termination of the parties ' relationship but may not include the imposition of fees. 

Informing the consumer of whether the consent to have the record provided or made available in an electronic form applies only to the particular transaction which gave rise to the obligation to provide the record, or to identified categories of records that may be provided or made available during the course of the parties ' relationship. 

Describing the procedures the consumer must use to withdraw consent as provided in sub-subdivision of this subsection or to update information needed to contact the consumer electronically. XXXX Informing the consumer how, after the consent to have the record provided or made available in an electronic form, the consumer may request and obtain a paper copy of an electronic record. 

The consumer, prior to consenting to the use of electronic means, is provided with a statement of the hardware and software requirements for access to and retention of the electronic records ; and the consumer consents electronically, or confirms his or her consent electronically, in a manner that reasonably demonstrates that the consumer can access information in the electronic form that will be used to provide the information that is the subject of the consent. 


Sallie Mae provided through CFPB a Loan Approval Disclosure ( Section 226.48 ( c ) ) dated for XX/XX/XXXX, XXXX.The loan application provided by Sallie Mae is dated XX/XX/XXXX. However the Loan Approval Disclosure is dated before the application submission date. It appears that the loan approval disclosure is not authentic, altered and was not actually provided as part of the loan process. 


Sallie Mae did not address or apologize the numerous log of collection reps that I previously addressed on CFPB Complaint ending in XXXX that repeatedly transferred me around, ignored my questions and provided false information to the alleged account that Sallie Mae has allegedly attributed to me which prolonged the resolution process and credit bureau reporting process. Sallie Mae failed to address and resolve interest concerns on the loan from erroneous late fees on the alleged loan balance. 


Sallie Mae states they disbursed a loan to XXXX XXXX XXXX but has not provided proof any amount was applied for, disbursed or accepted by me. 

I DO NOT owe the current balance of {$16000.00} as of XX/XX/XXXX ( or the updated current balance on the account if a new bill has been generated before this dispute letter has been received for Account Number : XXXX.

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