Consumer complaint received 2016-03-29
Company: SLM CORPORATION
State: PR
Product: Student loan
Sub-product: Non-federal student loan
Issue: Can't repay my loan
Sub-issue: Can't temporarily postpone payments

Complaint:
I have a private student loan with Sallie Mae called the XXXX XXXX XXXX. When my time to make the first payment was approaching, I contacted Sallie Mae in several occasions requesting help and/or deferment because due to financial hardships and low income. In every single time, they said there was nothing that could be done, not even lowering my monthly payments. Upon my first due date, I was unable to make the payment. They also advised they would not accept a lower payment. Different representatives handled my issue at different occasions, they even did a financial statement, and still, they were firm in that I had to pay the minimum monthly payment as it was. My credit score and report have been SERIOUSLY affected. In the last two months, after constant threats that my loans where going to default, they finally realized I could n't make payments and ALL OF A SUDDEN, there was a program for which I qualified. They lowered my payment about {$75.00} only. I told them the minimum payment was still too high and compromising to that amount would be irresponsible. However, they said that was the best they could do. Upon agreement, I expressly noted that the amount was extremely high for me to comply on an ongoing basis. They required for XXXX set payments for the XXXX following months in order to " officially '' enter the program. While in the meantime, my credit is still being affected. Nonetheless, the payments were scheduled. For the next continuing month, XXXX XXXX continued to make collecting calls, they continued to send " final '' emails advising me to take action, etc. Many times I called to make sure everything was set and to make sure there was nothing pending, since I was still getting calls, emails, mail ... and I never received a written confirmation of the agreement I had entered with them, even though I requested it. Every time I call Sallie Mae, a representative provides different information from the XXXX I ad previous received. More than XXXX persons have " changed '' the terms to which I apparently agreed. They provide misguided information to students ; provide unreliable information ; they are extremely disrespectful ; every week I get a new " account manager '' even though my letters say my account Manager is XXXX XXXX. 

They have not acted in good faith at all. They waited months to finally provide help, affecting my credit report, when they could have provided help before defaulting on XXXX of my payments. Their inconsistency with the information is not only misleading but misguided. They do n't even provide accurate information on the online account service, therefore, I do n't even know how my payments are being applied, etc. The minimum amount reflected online does not represent the correct amount ; the due date is not accurate ; the balance is not accurate. Their treatment is simply abusive. There should be oversight on how this company manages the students and student loans. Summerizing : - I cant repay my loan ; ca n't decrease my monthly payments ; ca n't temporarliy postpone payments ; and ca n't get flexible payment options. 
- Dealing with Sallie Mae service : impossible with how payments are handled ; they are not clear or accurate as to what is the balance and what are the terms ( since every single person in that office says something different ) ; kept getting calls about my loan ; customer service personnel are rude and disrespectful.

Company response to consumer: Closed with explanation