Consumer complaint received 2022-03-02 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: SLM CORPORATION
State: MO

Complaint narrative:
I opened XXXX XXXX Accounts with Sallie Mae ( between the years of XXXX ), the four years that I attended XXXX totaling {$140000.00} in student loan debt. I was not financially literal as I should have been, but the system does not educate on those things- I just wanted to experience a fulfilling education at an accredited university. 

When I received the " Payments will start '' messaging, I contacted them to ask if there were any other programs or options to do " Income based '' repayments. I was denied and told that there was only one program that applied to the status of my accounts, and that option was to make interest only payments ( but the interest would still incur, tacking the additional interest to the " back of the loan '' ). I still enrolled in the program and was unable to pay the minimum monthly fees which was $ XXXX ( XXXX - XXXX ). Even when speaking to representatives they would always say, " that is extremely high, let me get you assistance ''. That assistance always resulted in " You don't qualify for any of our other programs so the $ XXXX month still stands. '' And they would always say to bring the accounts current you need to pay " X '' amount of money, which was always above the monthly payment - even though it was not yet past due. 

Between that time, my mother had come to live with me ( I relocated to Florida for my full time job ), and at this point I needed even more assistance or repayment options because she had to retire from her job to get her XXXX removed. I explained that to them in late XXXX and completed a " XXXX XXXX '' to qualify for income based options ( which originally was unavailable to me, UNTIL my account was past due ). Keep in mind we were paying the full payment of at least one of the loans ( $ XXXX ) to keep us in some type of good faith- because we weren't trying to run or hide from them, we just needed help, but $ XXXX was not a help at all. 

Now, we have had a great history with our credit. Even when she went into XXXX and was recovering here, I kept up with all of the bills, credit cards, rent, my relocation, everything just trying to live. Both of our credit scores were around XXXX. When the account went 60 days past due, they reported delinquent. Which they reported all FOUR accounts delinquent, when only THREE of them were past due - because we had been paying one of the loans for $ XXXX on auto debit. Currently we are at 86 days past due and our credit score has dropped all the way down to XXXX. In just 26 days, they have done a life 's worth of damage to our credit, when they could have just helped. I called today to ask again ( this is about our XXXX attempt to settle payment options with them between XXXX & XXXX, all which they have recordings of ) about income and hardship based options. 

Suddenly, they are willing to give all of my loans a 2 year interest reduced program. Some of my loans had about 10-12 % of interest on them ( RIDICULOUS! ), and they are now willing to take all of them down to 4 %!! So I asked when I called 4 months ago, why was that option not available. I eventually asked for an account manager ( very rude ) because the representative just kept apologizing for the way the system sets up the accounts ( guilt ). The account manager then explained exactly like this " well your account was past due, but we wait until it falls to a certain delinquency to offer programs like this ''. So I wanted to clarify I heard her properly, and I asked, " so we have been begging for assistance to keep our credit and bills in good faith, and you don't offer help until you destroy my credit ''. She responded " that is not our intent, but your account can not be in an " okay '' standing and get offered a program like this. Only when it reaches delinquency, are we able to offer you this. '' So from a 12 % interest ( $ XXXX month payment ), to 4 % interest ( $ XXXX payment ), after we drop your credit score from XXXX to XXXX will we offer you any level of decency. It's a scam- if you look at the definition of scam this would pop up. I can not imagine others who are suffering from this like I am. And they wonder why mental health and suicide are at such high rates - I had to step away from the phone because it's almost like the foundation of Sallie Mae was built on inhumanity.

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