Consumer complaint received 2015-03-25
Company: SLM CORPORATION
State: NC
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
Request for Credit Reversal and DisputeMy name is__ and I am a United States XXXX XXXX XXXX XXXX Veteran who is appalled at the treatment that I have been receiving from Sallie Mae , Inc . I 've served my country honorably as an officer for 21 years and never thought that my financial future would be scarred by a student loan company. My XXXX credit has been damaged due to errors and misinformation given by Sallie Mae loan representatives. As the cosigner on my niece 's student loans, I am requesting a credit reversal of the derogatory information that have stained my credit reports. I 've also discovered that there are thousands of online customer complaints documenting the same errors, inefficiencies and misinformation made by Sallie Mae employees. 
On XXXX XXXX, 2015, I spoke to XXXX ( Sallie Mae representative ) regarding loan __. I told him that my niece and her family were undergoing economic hardship and that my retired status, along with the care of my Mom placed me in a difficult position in terms of repayment of the loans. XXXX mentioned a forbearance option. I stated to him that my niece and her father had been granted the maximum in forbearances stated by Sallie Mae. He then stated that since the family was still undergoing economic hardship that he would appeal to management for another forbearance, provided that I would pay a {$50.00} fee and give him a financial statement over the phone. I asked if deferment was an option, and he said no because my niece was not in school. I gave him the information, paid the {$50.00} fee, XXXX assured me again that he would do everything he could to get a favorable answer from management regarding the forbearance request and to keep my credit from being negatively affected at XXXX. He said if he was n't able to do it, I would receive a call. I never received any follow up calls stating that the forbearance was not approved. 
On the XXXX of XXXX, I called Sallie Mae 's military division to inquire about additional programs for veterans and it was there that I was told that the forbearance that XXXX had processed was denied and the derogatory information was reported to the credit bureaus. The representative said that XXXX should have told me that it was not likely that another forbearance would be granted because of the XXXX opportunities had been exhausted. I also discovered that with the approved forbearance in the past, that Sallie Mae never went back to re-adjust the days past due and those were also on my credit reports. I paid the {$50.00} in good faith and was misinformed and disregarded. 
On XXXX XXXX, 2015, my niece and her father called and spoke with XXXX ( Sallie Mae representative ) to request a forbearance for loan__. XXXX took their financial information and said that he would push for a 60-day forbearance, however he could n't guarantee it but would work hard to get it approved. They called back after not hearing from Sallie Mae on that day and was told by a Sallie Mae assistant that nothing was done yet. They were then transferred back to the forbearance department and XXXX took the call and said that everything had been take care of and that someone would call. When the payments were late, I received numerous calls throughout the day. Each time I called Sallie Mae and was told that a follow up call would be made, no one called me, regarding a status update. 
During the early part of XXXX, I spoke with XXXX ( Sallie Mae representative ) and was given information that was reported after the previous forbearance had been approved. My niece and father were told by XXXX that with each and every forbearance, that it should have been only XXXX 30-day late reported. Sallie Mae dropped the ball several times and we were penalized for the misinformation and faulty loan servicing The derogatory late payment information damaged my credit-a credit reversal is requested.

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