Consumer complaint received 2016-07-15 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: SLM CORPORATION
State: GA

Complaint narrative:
My name is XXXX and I have a loan with Sally Mae.  This is my XXXX complaint with the above-referenced lending company.  In XX/XX/2016, my grandmother (the cosigner on loan) started receiving phone calls and letters stating I was behind on payments for my loan that I received in XX/XX/2016.  We called and was told that I allegedly marked "interest only" payments for the loan. I did not remember saying I wanted "interest only" payments, as I am a XXXX, fulltime XXXX in college.  However, we spoke with Sally Mae and was instructed by Customer Service Representatives (CSR) to fill out a Deferment Form and submit.  Once I filled out the form and faxed it in, we received calls stating that a verification statement from the University I attend was needed in order to process the form.  I submitted the verification form provided by the University, and I was told by Sally Mae that all was well.  Three weeks later, my grandmother and I began receiving phone calls again about late payments for the aforementioned loan.  My grandmother and I both explained to Sally Mae that I did not mean to mark "Interest Only" as I am not working, am a fulltime student and cannot make payments.  We also explained to Sally Mae that I submitted the Deferment Form and verification of fulltime attendance from the University as instructed only three weeks ago; to be told by Sally Mae that whomever instructed us to submit a Deferment Form was wrong to do so...and that the payments were still due.  My grandmother and I were harassed with XXXX XXXX phone calls a day by Sally Mae, asking for payment.  We were even yelled at, accused of lying and degraded by CSR.  After that treatment was when I submitted my first complaint.  Sally Mae did back off from the harassment for a few weeks. However, when they did call, my grandmother and I still explained to them that we do not have the money to make payments, and that I did not intend to mark "Interest Only" payments for the aforementioned loan.  We began to be harassed again with XXXX XXXX phone calls a day.  These phone calls consisted of CSR now saying that since I did not change my choice of selecting "Interest Only" within 30 days after the funds were dispersed, therefore I have no right to change the choice now.  I spoke with an Attorney and was told through the "Truth & Lending Act", Sally Mae can change the selection if there is a hardship of forbearance with making payments.  As I have explained to Sally Mae over and over, I have no income or funds to make these payments.  Even though my grandmother is the cosigner, she is on a fixed income and cannot afford to make the payments as well.  I am now filing this complaint because yesterday, XX/XX/2016, my mother was on the phone with a CSR, as Sally Mae called her because she is a reference on the loan and they "claimed" they could not reach myself or my grandmother.  This is a fabrication because my grandmother had just spoken with a CSR just two days prior on XX/XX/2016.  My mother explained to this CSR that Sally Mae was being fraudulent and that we complied with their instructions of submitting the Deferment Form to change loan from "Interest Only" to totally "Deferred". The CSR told my mother that there is a form I filled out online and checked the "Interest Only" option for payment.  This is a total fabrication since I applied for the loan via telephone with a CSR and when asked about payments, I told them I wanted the payments deferred.  I never filled out an application for the loan online.  The resolution for my issue with Sally Mae is total deferment for the aforementioned loan until I graduate from college and am able to pay the loan back.  Thank you.

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