Consumer complaint received 2023-01-04
Company: SLM CORPORATION
State: IL
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:
I was informed on XXXX by a supervisor ID Number : XXXX that my 3 payments of {$320.00} made on XXXX XXXX XXXX XXXX satisfied the agreement to enroll in the loan modification program and everything was a go for me to make my next payment on XXXX  I called Sallie Mae on XX/XX/XXXX to inquire why all of sudden did I start getting harassing phone calls and emails again on XXXX XXXX XXXX XXXX, I was informed by supervisor XXXX ID Number : XXXX that it was because 2 of my loans were sent to collections. I asked her why were my loans sent to collections being that I was participating in the loan modification program and was informed on XXXX  that everything was a go and that as a result, my four loans would be brought current since I satisfied the 3 agreed upon payments to begin the program. XXXX informed me that it was not approved and that it was declined and that my loans are now in collections and there is nothing she could do because now we are in a new year and Sallie Mae will not go back to make corrections. I informed XXXX that the manager I spoke to on XXXX  informed me that I was indeed enrolled, so I was confused as to why she would tell me something different. I also asked her if she would tell me why the declined reason was? XXXX responded that she couldn't and that she didn't have access to that information. As a manager, why would she not have that info? I would like someone from corporate to contact me regarding this as it was XXXX ID Number : XXXX from corporate that called me on XX/XX/XXXXXXXX  at XXXX and stated that her manager left her a message to call me to get updated banking information for the program. When I was transferred to the manager ID Number : XXXX, she informed me that I didn't need to provide the bank information since I wasn't setting up auto debit. She informed me that I could log into my Sallie Mae account online and pay my loans that were due on XXXX She also stated that there was a note on my account that they needed to clean up some errors and that she was submitting a request to clear the late fees for XXXX only because the late fees for XXXX and XXXX could not be removed. I don't understand why Sallie Mae would take my 3 payments, inform me that I'm enrolled in the loan modification program and then 4 days later send my loans to collections and tell me that I'm not enrolled. If I hadn't called them on XXXX I would not have been informed of this. I have been requesting since my initial payment on XXXX  for Sallie Mae to provide to me in writing the terms of the program. I was told on multiple occasions that I would not receive anything in writing until I was officially enrolled in the program AFTER making the XXXX agreed upon payments. Instead, I am constantly harassed via multiple phone calls everyday, USPS with threatening letters and multiple daily emails by Sallie Mae about my account even though I consistently made the 3 qualifying payments. When I logged into my online account on XXXX I can no longer see 2 of the 4 loans as 2 of them have gone to collections. This is odd because all 4 loans are due on the same day so, why aren't all 4 loans in collections? Why are there multiple past due calendar days for each loan? This is truly unfair and I can't understand how this is legal. I have been proactively calling Sallie Mae to work out a solution to bring my loans current and to follow-up with the progress of the loan modification. According to my online support history, it is currently showing that an outstanding inquiry from XX/XX/XXXX is still in progress.

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