Consumer complaint received 2025-07-18 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: PA

Complaint narrative:
I have six student loans with Sallie Mae totaling about {$95000.00}. All six were placed in forbearance for six months as I requested. When the forbearance period ended, five loans exited forbearance properly, except one loan mistakenly remained in forbearance for eight months due to Sallie Maes internal servicing error. I noticed this when I was in process of trying to refinance my loans. I called them and told them to remove the one off forbearance because it shouldnt have been. They said I had to wait 3 weeks for it to come off forbearance. I asked for a pause on my account because waiting that long would result in my account reflecting past due. They said they can not do that. I called for it to be investigated because my account was reflecting last due and this wasnt fair to me because I didnt ask for one loan to be stuck in forbearance. The error was then acknowledged by Sallie Mae representatives and wanted to go under investigation. They admitted the loan was in for 8 months and werent sure why and it was a servicing error. Again, I never asked for this to be done. 

Because of this delay, I was unable to refinance all six loans together which requires all loans to be current and active. I called Sallie Mae multiple times between seeking resolution. Each time I was told the issue was under investigation and to call back later.

During the delay, the five loans that exited forbearance began to show past due payments and late fees. Sallie Mae waived the late fees ( yesterday ) after multiple calls, but refused removal of past due balances and delinquency remain on my account.

Sallie Mae says the delinquency is valid because payments were missed after the forbearance ended. However, these missed payments resulted solely from their servicing error and the delay in removing the one loan from forbearance, not borrower negligence.

The delinquency is negatively affecting my credit and preventing me from refinancing my loans because I can not refinance if it says past due balance, which isnt my fault because I had to wait for their investigation. I have expressed willingness to pay and resolve the situation.

I have requested Sallie Mae to remove the past due status and correct my credit reporting, but they have refused, only waiving the late fees as a courtesy.

The next payments are due XX/XX/XXXX and I intend on refinancing on XX/XX/XXXX. Sallie Mae has stated that the one loan which was improperly kept in forbearance has now been corrected ( today ). However, they are treating the matter as resolved and are demanding payment on the now-past-due balances, as though the consequences of their error are my responsibility. I am not willing to pay those past due amounts when the delinquency resulted directly from their mishandling and delayed investigation of the error.

I am seeking assistance in resolving this error and ensuring my credit report accurately reflects the circumstances.

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