Consumer complaint received 2022-03-15
Company: SLM CORPORATION
State: MT
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I have been trying to get a XXXX discharged processed with Sallie Mae for over a year. I have given them everything they and theyre servicer XXXX XXXX have requested. They keep claiming they need additional information but they wont tell my doctor and I what additional information they need. None of the phone numbers they have given are attended by a human. 

Over a year ago I applied for a XXXX discharge with the student loan provider, Sallie Mae. They told me they do, offer XXXX discharges. The request was forward to XXXX XXXX for processing. XXXX  XXXX keeps claiming they need the same information over and over. 

They claim to need a signed doctors statement.

I have provided this at least 12 times.

I have sent the requested documents via email, fax, through their website and through the US mail. In addition, my Doctor sent them directly from her office. 

When I call Sallie Mae to get it resolved they tell me to call XXXX  XXXX. When I call XXXX XXXX they either tell me they can't help me or they send me to an unattended line or they don't answer the phone at all, I just keep getting the same letter over and over. It is obvious they are fraudulently trying to avoid processing the XXXX discharge Thus is their response to my queries! 

Thank you for sharing your continued concerns with the CFPB regarding your XXXX XXXX Student Loans. We hope the following information is helpful. We are sorry to hear of your XXXX and understand that your condition may present numerous challenges. Our records reflect that we received an XXXX XXXX Statement from you in XX/XX/XXXX and we forwarded that to our claim administrator, XXXX  XXXX XXXX XXXX. They reviewed the documentation and determined that additional information is needed. Correspondence was sent to you on XX/XX/XXXX, advising you that the XXXX XXXX Statements that were received were not fully completed by the doctor. In order for your claim to be considered, the XXXX XXXX XXXX needs to be fully completed. Please send us the updated XXXX XXXX XXXX at your earliest convenience. We apologize for any dissatisfaction with the service you received. If you have questions or need further assistance, please call our Customer Service Contact Center at XXXX. 
Your feedback Sallie Mae deferred the issue to XXXX XXXX  suggesting that XXXX XXXX  needed additional information from my doctor. XXXX  XXXX said the additional information they need is my doctors signature which I have provided numerous times and my doctor has provided numerous times. I included the document with my doctors signature in the complaint and Sallie Mae has the copy. 

The company did not address the issue. They continued with the fallacy that XXXX  XXXX needs additional information. Other than the doctors signature which has been provided what additional information does XXXX XXXX need? 

The company said theyd address the issue and they did not do anything to resolve the issue. My doctor and I have given XXXX XXXX what they requested which is a doctors signature. They claim to need additional information but they will not tell us what they need.

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