Consumer complaint received 2022-07-19
Company: SLM CORPORATION
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
XX/XX/XXXX -- I am approved for a Sallie Mae XXXX XXXX. 
*See email dated XX/XX/XXXX from Sallie Mae attached. 

XX/XX/XXXX -- I receive an email from Sallie Mae, informing me that my new credit card is on the way. The terms of this email outline the following cashback match offer : " After the first 12 consecutive billing periods that your new account is open, we will match the net cash back rewards youve earned, excluding bonus rewards and other offers that may be available, up to {$20000.00} in net annual spend and apply them to your Rewards balance in the following one or two billing periods. Your account must be open and up-to-date at the time we calculate your potential award, or your net cash back will not be matched. '' *See email dated XX/XX/XXXX from Sallie Mae attached ( NOTE : Email dated XX/XX/XXXX was forwarded to Sallie Mae on XX/XX/XXXX and is thus attached in that email chain ). 

XX/XX/XXXX -- I receive an email from Sallie Mae, advising me to activate my new Sallie Mae credit card. The terms of this email include language that is identical to the cashback match offer detailed in the XX/XX/XXXX email. The language reads : " After the first 12 consecutive billing periods that your new account is open, we will match the net cash back rewards youve earned, excluding bonus rewards and other offers that may be available, up to {$20000.00} in net annual spend and apply them to your Rewards balance in the following one or two billing periods. Your account must be open and up-to-date at the time we calculate your potential award, or your net cash back will not be matched. '' *See email dated XX/XX/XXXX from Sallie Mae attached. 

XXXX - XXXX -- For the first 12 consecutive billing periods that my account is open, I spend {$4600.00} on my Sallie Mae XXXX XXXX. 
*See Sallie Mae XXXX account statements from XX/XX/XXXX to XX/XX/XXXX attached. 

XX/XX/XXXX -- I notice that despite the annual spend on my Sallie Mae XXXX XXXX being under {$20000.00} and my account being open and up-to-date, I have not received the cashback match promotion detailed in the terms of the XX/XX/XXXX and XX/XX/XXXX emails from Sallie Mae. I call Sallie Mae card member customer service, ( XXXX ) XXXX, and speak to a customer service representative regarding this issue. I inform the representative that I have evidence of a cashback match offer that has not been credited to my account, however, the representative is unable to assist me. I request to speak to the representative 's supervisor and he informs me that the supervisor will call me as soon as he is available. 
*See XX/XX/XXXX call log to Sallie Mae customer service attached. 

XX/XX/XXXX -- A Sallie Mae supervisor named XXXX calls me. The supervisor advises me to forward the cashback match email offer to XXXX. I comply with the supervisor 's request and he informs me that Sallie Mae will review the email. 
*See XX/XX/XXXX call log from Sallie Mae customer service attached. 
**See email dated XX/XX/XXXX forwarded to XXXX on XX/XX/XXXX attached. 

XX/XX/XXXX -- Sallie Mae supervisor XXXX calls me again, this time informing me that Sallie Mae is refusing to honor the cashback match offer detailed in the XX/XX/XXXX email. XXXX explains that the email was sent out in error and that I had already received another sign-up bonus. I ask the supervisor if it is possible to receive a statement credit for my trouble as a long time customer and the supervisor informs me that he is unable to accommodate my request. 
*See XX/XX/XXXX call log from Sallie Mae customer service attached.

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