Consumer complaint received 2022-03-04
Company: SLM CORPORATION
State: FL
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
To Whom It May Concern ( this is my second time typing the following, as this site conveniently decided to delete my lengthy statement before I was able to submit ) : In XX/XX/2022, due to personal/professional issues, I contacted Sallie Mae to request a defermentof my payments for the foreseeable future. The customer service representative ( CSR ) was cordial and assisted me with delaying payments until XX/XX/2022. 

In XX/XX/2022, I attempted to contact Sallie Mae again to inform the lender that I planned to schedule payments ; however, I needed some additional time in order to do so. 

From early XX/XX/2022 until XX/XX/2022, I had not been not been able to establish communication with Sallie Mae, due to the extremely long queue times and the sheer number of callers waiting for assistance. 

On XX/XX/2022, while on a short break at work, I was able to speak with a CSR, who advised me that I qualified for payment options, and then proceeded to transfer me to another queue of over 100 callers on hold. 

It should be noted and highlighted that, from the moment my deferment period ended, Sallie Mae has constantly and consistentlyharassed and annoyed both my cosigner ( my senior-aged father ) and me with a barrage of daily phone calls, text messages, e-mails, and voicemail messages. 

Continuing on, despite my inability to contact Sallie Mae, I was able to successfully execute two payments -- ( 1 ) {$350.00}, on XX/XX/2022, and ( 2 ) {$250.00}, on XX/XX/2022 -- from my first paycheck with my new employer, based on what I could afford after financial obligations were satisfied for the month. Unfortunately, Sallie Mae has decided to continue to harass and annoy both my cosigner and me on a daily basis. 

My cosigner, after enduring hours of being on hold with Sallie Mae, was able to communicate directly with CSRs on two separate occasions : once, during XXXX 2022, and the other, XX/XX/2022. During both encounters, my cosigner was smugly informed that an amount ( as of XX/XX/2022, {$970.00} ) was immediately due by XX/XX/202, and failure to pay would result in consequences and reporting to the credit bureaus on XX/XX/2022. ( As a personal aside, my father has more important health-related issues to contend with, and it is understood between my family that I alone am primarily responsible for paying off my student loans. ) Circumstances came to a head when I returned home after work on XX/XX/2022, only to hear that my cosigner 's perfect credit score was going to be in jeopardy by XX/XX/2022, and that I needed to finally resolve this situation. I dialed the phone number that the CSR provided my father, only to be subjected to the loud screeching of a facsimile machine. I then proceeded to dial another phone number, and after enduring close to two hours on hold, XXXX, a CSR, finally acknowledged my call. XXXX ' main concern was how and when they were going to obtain the {$970.00} that was owed from either my cosigner or myself. After receiving assurances from XXXX that the call was being recorded, I proceeded to sternly and matter-of-factly demand the following : ( 1 ) that Sallie Mae immediately cease and desist harassing and annoying my cosigner, as I -- and I alone -- was chiefly responsible for the student loan payments, and that my father would not be reported to the credit bureaus ; and ( 2 ) that I would provide timely and diligentpayments towards my student loans based on my general budget and ability to pay ( generally biweekly, per my pay schedule ). XXXX did not display any sort of empathy and was annoyed by my understandable tone ; nevertheless, he recorded notes on my account and, as I understood it, the specified terms were agreed upon, per XXXX. 

From XX/XX/2022 until today ( XX/XX/2022 ), Sallie Mae has proceeded to continue their routine harassment of my cosigner and me. When my father once again spent approximately two hours on hold to reach a CSR, he was smugly and gleefully instructed that none of the terms that were recorded and agreed upon would be honored, and that he was going to be reported to the credit bureaus as scheduled, before he was hung up on by the CSR. 

Henceforth, I am respectfully requesting that the CFPB demand that Sallie Mae honor and abide by the terms that were agreed upon on XX/XX/2022. To reiterate, that ( 1 ) Sallie Mae immediately cease and desist harassing and annoying my cosigner, as I -- and I alone -- was chiefly responsible for the student loan payments, and that my father would not be reported to the credit bureaus ; and ( 2 ) that I would provide timely and diligentpayments towards my student loans based on my general budget and ability to pay ( generally biweekly, per my pay schedule ). 

In closing, thank you for your time, assistance, and prompt attention to this matter. If you have any additional comments or questions, and/or require further information/specifics, please do not hesitate to contact me.

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