Consumer complaint received 2024-12-10 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: SLM CORPORATION
State: GA

Complaint narrative:
Description of the Issue : XXXX. Inappropriate Third-Party Contact : Sallie Mae contacted my ex-girlfriends mother to inquire about my whereabouts or my mothers, citing missed student loan payments. This contact was unsolicited and a gross invasion of my privacy. The fact that they reached out to her, a third party with no connection to my financial obligations, is highly inappropriate and an overreach of their authority. 
XXXX. Unreliable Justification : When I called Sallie Mae about this, they claimed the information was obtained from my XXXX profile. This explanation is both troubling and insufficient. Additionally, I have ensured my contact information on my profile is up-to-date, so they should have contacted me directly instead of involving a third party. 
XXXX. Barriers to Updating Contact Information : Despite my efforts to update my contact details in their system, I have faced significant obstacles. When I called customer service to ensure my records were accurate, I was advised to use the online platform, which has proven unhelpful. This lack of responsiveness has made it challenging to resolve these issues. 
XXXX. Unexplained Fees : Sallie Mae has charged me {$62.00} in fees for XXXX returned checks. However, I do not use checks for payments ; my payments are made via bank account auto-debits. These fees suggest an issue with XXXX XXXX auto-debit system. If payments were returned, I should have been notified immediately VIA EMAIL to prevent recurrence. 
XXXX. Auto-Debit Issues : The auto-debit system appears flawed. Payments may have been attempted before funds were available, even though I ensure sufficient funds by the due date. This has caused undue fees and complications. 
XXXX. Unclear Payment Restrictions : Sallie Mae requires payments from a bank account in my name but allows contact with unrelated third parties ( like my ex-girlfriends mother ). This policy is inconsistent and undermines their rationale for requiring specific account ownership for payments. 

LASTLY, who else may Sallie Mae have contacted without my knowledge if they went so far as my ex-girlfriends mother. 

Impact of the Issue : This situation has caused emotional distress, embarrassment, and financial harm due to unnecessary fees and miscommunication. Additionally, the lack of clear communication and resolution has undermined my confidence in XXXX XXXX professionalism. 

Desired Resolution : XXXX. A thorough investigation into why my ex-girlfriends mother was contacted instead of me, with a clear explanation and assurance this will not happen again. 
XXXX. A review of the {$62.00} in returned check fees and a refund if they were charged in error. 
XXXX. An audit of XXXX XXXX auto-debit system to ensure proper functionality and notification procedures. 
XXXX. Clear, accessible options for updating contact information and a review of their customer service protocols to ensure effective communication. 
XXXX. A formal apology for the invasion of my privacy and the mishandling of this situation. 


XXXX. Financial Restitution : I am seeking financial restitution for the extreme embarrassment, distress, and mistreatment I have experienced as a long-time, reliable customer. I have consistently made payments on my student loan since I was XXXX years old, and I am now nearing full repayment after XXXX years of diligence. Despite this, Sallie Mae has chosen to harass me over a balance of less than $ XXXX minuscule amount relative to their status as a multi-million-dollar corporation. Their actions, including the inappropriate and invasive contact with a third party who has no legal or personal relationship to me, demonstrate a complete disregard for customer loyalty and basic human dignity. I expect financial compensation as a recognition of this unwarranted harassment and as an acknowledgment of the harm caused by their actions.

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