Consumer complaint received 2024-12-17 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Problem with customer service
Company: SLM CORPORATION
State: MI

Complaint narrative:
I am having a lot of difficulty attempting to resolve an issue with Sallie Mae and have been told that there is nothing they can do to help me, so I am desperately trying to get in touch with someone who may be able to provide some assistance or insight. Any and all help is greatlyappreciated. 

Back in XXXX, I made a payment plan arrangement to secure a lower interest rate and monthly payment. After a long phone questionnaire, I was told that if I make 3 consecutive payments of {$120.00} then I would be " locked in '' and secure the terms of my new payment plan. These were the dates to secure said plan : First payment made : XX/XX/XXXX Second payment due : XX/XX/XXXX Third payment due : XX/XX/XXXX I made the first and second payments just fine. However, I was not made aware that my XXXX XXXX was not taken out of my account until XX/XX/XXXX, and in addition, that my bank then took said payment back on XX/XX/XXXX. I was never made aware by either my bank or Sallie Mae that either had happened. In fact, on XX/XX/XXXX I had called Sallie Mae to confirm that my payment was made and adequately processed, and I was assured that yes, it had and that all was well. But again, on the XXXX payment was reversed, and I never received any notice. 

So, all this time, I am unaware that my payment plan and account are in jeopardy because I thought and was told that everything was on track. 

Jump to XX/XX/XXXX and my consigner ( my husband ) receives 2 letters ( both files attached here ), one originally dated XX/XX/XXXX and XX/XX/XXXX, requesting payment to bring my account up to current before any consequences arise. However, both of these letters were postmarked as being sent on XX/XX/XXXX, stating that they were originally undelivered, and were not finally resent until XX/XX/XXXX. We are unsure why that even happened as no other correspondence either one of us has ever received from Sallie Mae has been " undeliverable ''. The correct address was used during both attempts to send their letters. So he never received either one of these letters ( from XXXX and XXXX ) until AFTER the final deadline to make a payment to correct the account ( XX/XX/XXXX ), meaning he/we never had any sort of chance to make a payment to correct the issue, let alone were we even aware that there was a problem to begin with. 

I was then notified that my XX/XX/XXXX auto-payment was cancelled and wondering why, I called in to inquire. I was then told that my loan had defaulted on XX/XX/XXXX and that the debt is set to be sold on XX/XX/XXXX. I was/am absolutely sick to my stomach over this as we were on track to manage our payments after months and months of financial hardship and now to learn that the loan is defaulting after doing everything we were supposed to and not even having a chance to rectify the issue is devastating. I have been desperately attempting to get in contact with anyone I can who may be able to help guide me in this situation as we are now in a tight time-crunch with the sale of the debt happening on XX/XX/XXXX. 

I sincerely appreciate any help or direction you may be able to provide to me as I'm devastated and just trying to figure out if I have any options, at all. My loan is around {$15000.00} if that helps any.

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