Consumer complaint received 2026-01-08 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: SLM CORPORATION
State: NJ

Complaint narrative:
I am submitting this formal written dispute regarding Sallie Maes mishandling of my forbearance request and the repeated provision of inaccurate and conflicting information by their agents and supervisors. 

Timeline of Events XX/XX/XXXX : While communicating via chat, XXXX ( agent ) informed me of a government forbearance option. She explained that the forbearance could be requested up to three times, must be resubmitted monthly, and that the final eligible month was XXXX XXXX no payment would be due until XX/XX/XXXX. 

Wednesday, XX/XX/XXXX : I spoke directly with a Sallie Mae supervisor by phone who explicitly confirmed that my account would be placed into forbearance and that no payment would be due until XX/XX/XXXX. I relied on this confirmation. That same day, I again confirmed via chat with XXXX, who stated she could see the request and confirmed that I would not be required to make any payment prior to XX/XX/XXXX, nor would there be any negative impact to my account or credit. 

Monday, XX/XX/XXXX : I was informed via chat by XXXX that my forbearance request had been denied due to misinformation provided by other agents and supervisors. 
While still on chat, I called and spoke with XXXX, a supervisor, who confirmed that I was still covered until XX/XX/XXXX and that the request was processing, with up to 10 business days remaining. 
That same day, I also spoke with XXXX, another supervisor, on the phone for approximately 44 minutes. XXXX acknowledged the error, confirmed he was resubmitting the forbearance, and assured me multiple times that everything was handled and that no payment would be due until XX/XX/XXXX. He further stated he would personally follow up with me the next day. 

Tuesday, XX/XX/XXXX : XXXX left me a voicemail. 

Thursday, XX/XX/XXXX : When I returned XXXX call, I was instead informed by a different supervisor that no forbearance would be granted, that prior approvals and confirmations were not approved and will not be approved, and that my payment is now allegedly due on XX/XX/XXXX. 

Dispute and Harm Caused This repeated patternwhere Sallie Mae supervisors provide clear, specific, and authoritative assurances, only for those assurances to later be reversedhas caused material confusion and has placed me at risk of improper fees, default, and negative credit reporting. It has also caused significant stress, emotional distress, financial hardship, and exacerbation of my XXXX. 
I relied in good faith on the repeated confirmations provided by XXXX XXXX supervisors and agents when planning my finances. Sallie Mae has now repeatedly acknowledged that its own representatives provided incorrect and misleading information. Any attempt to require payment, assess fees or interest, or report delinquency during this period would be based entirely on XXXX XXXX admitted misinformation and constitutes unfair and deceptive practices under federal law and the New Jersey Consumer Fraud Act.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief