Consumer complaint received 2019-12-12
Company: SLM CORPORATION
State: TX
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
Around XX/XX/XXXX I had requested a statement be sent to me that provided a total dollar amount that I had paid Sallie Mae to date, the dollar amount that went to principal and the dollar amount that went to interest. I had to explain what I was requesting no less than 4 times to XXXX who confirmed I would be given EXACTLY what I was asking for. I asked her to verify there would be a line item for those totals that I could reference and see EXACTLY what I wanted to see and she said yes. I never received a confirmation for my request so I followed up to confirm what I wanted was coming - at this point I spoke with XXXX. She told me Sallie Mae doesn't send confirmation of requests (makes no sense) but assured me my request was sent. I asked that she verify that what I wanted was being sent and she did. I made clear again that I wanted those line item totals and was again told they would be on the documents. Well over two weeks passed and I had not received the documents to my email. By this point I had refinanced elsewhere and my funds from my new loan servicer had been disbursed to Sallie Mae. I contacted customer service again to ask why I had not received my documents. After 30 minutes of XXXX telling me to "please wait one moment" I was told that the documents would be sent to my email within the hour. I confirmed once more that the information I was requesting would be on the documents being sent. He also confirmed. After two hours I still hadn't gotten my documents. I contacted Sallie Mae AGAIN - this time speaking to XXXX. She said they would be in my email within 10 minutes and I asked that she not disconnect until I had the documents and verified they were correct. She disconnected immediately. When I opened the documents they didn't have the information I requested. Since XXXX had disconnected against my request, I had to contact Sallie Mae again. I was connected with XXXX again, and after explaining to her that I didn't receive what I asked for she proceeded to tell me it is against policy that they send me a total amount that I have paid them to date even though she previously confirmed they could. By this point I had asked for a supervisor. I inquired as to why no one is keeping track of how much I've paid and they said it was because they didn't want accounting errors so they couldn't provide me the information. I stated that I should be paid in full and owed money (considering by this point my new loan servicers had paid) and who would confirm this information if no one calculates? She rudely told me my balance and that they did NOT owe me any money (when they, in fact, DO.) After continuing to argue with me and stating they couldn't send me the information I requested I asked again for a supervisor and was told one couldn't be found so they would call me. After 2 days and no call I contacted again. At this point I had manually calculated my totals and still had a lot of questions concerning the information I was provided. I spoke with XXXX. He told me my request for a supervisor had been sent but sometimes it takes 48 hours. It had already been that long so he resent the request. While I was speaking with him I requested copies of ALL loan documents associated with my account including transaction history, billing statements, loan documents, chat transcripts, etc. because I still feel that my payment history is incorrect. He sent the request but told me I may not get all documents because some are against policy to give out. As the loan holder - I should have full rights to MY information. Unless Sallie Mae is hiding something, or straight up doesn't have them, there is no reason I shouldn't be allowed my information. I asked if I got a lawyer to request the documents if I could get them and he said he wasn't allowed to answer the question. I left that alone. I then asked about my interest rates and an explanation on my transaction history that didn't make sense to me. He explained that I am charged interest daily and when I asked where it stated that in my loan disclosure he said it was in the promissory note. I obtained a copy of those notes and that information is nowhere to be found - my note simply states I am charged monthly for interest and it can not go up more than once in one month period (my question had been why I was being charged at the beginning of the month and an additional added mid-month). I checked again to make sure my request for a supervisor was sent. A few more days passed with no call and my account still stating I owed money. I had a payment "due" so I contacted Sallie Mae again. XXXX was my representative again. I told her I was paid up and that I was not submitting payment I did not owe. She told me not to pay since payment was on the way. I asked if I would start receiving delinquency calls and emails and she assured me that nothing would happen until I was 90 days past due. The next day my parents and I were hounded with calls and emails that I wasn't paid up. My stepdad, who is a cosigner, explained to them that I was paid in full and owed money and he was assured that was true and was told he, my mom (cosigner) and I would receive confirmation emails that the loan was cleared. No less than 5 minutes later, I had an email demanding payment. I called at the end of the day and explained the circumstances again and was finally issued an email that I'm paid. I inquired again about the status of the documents I wanted sent to me. I was told some were on the way but have yet to receive anything. I also inquired again about the status of my request to be contacted by a supervisor and have yet to get a call. I will be following up with Sallie Mae AGAIN as well as asking a lawyer to request the documents they are refusing to give me, however - I'm not sure they can legally keep my loan information from me. That last call was on XX/XX/XXXX. One month and no contact from a supervisor and no answers to any of the questions I've asked.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation