Consumer complaint received 2019-12-14
Company: SLM CORPORATION
State: IN
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
In the days immediately after the XXXX  of my child XX/XX/XXXX, I contacted Sallie Mae to discuss payment options as I would not be working for at least the next 12 weeks due to XXXX  leave. I was told I had no other options than to pay the mandatory $ XXXX/month and continuously asked how I wanted to do so. I explained that my XXXX  leave was unpaid. It didnt make a difference. Finally after multiple calls in XX/XX/XXXX a rep explained that due to temporary hardship I could make a payment of {$150.00} ( {$50.00} for each of the three loans ) to temporarily freeze the loan for three months. As this was the best option I had been offered, I immediately accepted it. As I was still on unpaid leave, my mother ( who is a co-signer in two of the loans ) was making the payment for me. They would not let her make the payment over the phone because they said giving her any information would be a privacy violation. Therefore, she and I stayed on a group call for nearly an hour trying to authorize this payment. Fast forward to now, I tried to use the online service multiple times to explore options. It wouldnt even let me view my own information without calling them directly. I knew my payments were late, but had no funds to pay for them and knew I would not be given any other options. The most upsetting part of the situation is that not only does the company make constant phone calls to myself and both my co-signers all day, they also called two women who my father had been formerly married to and asked them personal questions about myself and informed them the loan payments were late. These women are not legally tied to myself or my parents in any way and were given this information without my consent. When I called and asked to speak with my account manager, I was told he/she was not available, but that the current representative could help me with options. I explained that I am currently unemployed and have been since the XXXX  of my child. I also explained Im actively looking for a position, but could not pay nearly $ XXXX/month for student loans alone. The rep said Well maam, its not {$500.00}, its {$410.00}. I said the {$84.00} does not make a difference. I can not make the payment. She asked when I could and I informed her this was all dependent on when I start a new job which Im hoping will be within the next two months due to me actively applying. She asked for information about my co-signers and I explained that I could not and was not receiving help from my father, the co-signer on the largest loan, nor from my mother, the co-signer on the other two loans. She asked where my father worked and I provided that information. She then informed me my only option was to make a minimum payment of {$410.00} which I had explained more than once I could not do. She continued to ask How are you paying for living costs of you dont have a job? I explained that I reside with the father of my child and he is paying for rent and living costs but that there isnt enough money left to make a {$410.00} payment. Her advice at that point was to speak with my co-signers and see if we could come up with the money and that the calls will continue at the current volume until Ive paid my debt. I said So basically since Ive explained why thats not an option multiple times, my only true option is to find another lender to buy out the loan which will be nearly impossible since my credit score is horrible from this ongoing hardship due to student loans? She replied with Thats always a choice you have the right to make. Have a good night and happy holidays. So again, I have been given no options. Even while working full-time as a XXXX XXXX I could not keep up with these payments and meet the cost of living expenses, let alone now. This is just one scenario that Ive experienced with Sallie Mae over the years of dealing with the company. I can honestly say that my biggest regret in my life was going to college and subsequently taking a loan from this company to do so. It was not worth it in the slightest to have to deal with their harassment.

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