Consumer complaint received 2025-11-20 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: VA

Complaint narrative:
CFPB Complaint Subject : Servicing Errors, Misapplied Payments, Duplicate Account Access, and Returned XXXX Caused by XXXX XXXX XXXX : Sallie Mae / XXXX Servicing -- - I am filing a complaint regarding repeated servicing errors on my Sallie Mae student loan account that have resulted in incorrect withdrawals, misapplied payments, returned ACH activity, account instability, and repeated accusations of nonpayment despite my documented compliance. These issues have occurred across multiple months and across multiple bank accounts, and the burden of correction has consistently been placed on me despite providing full documentation. 

1. An XXXX payment was successfully made, confirmation : XXXX, yet the System withdrew XXXX x among XXXX accounts. 

My XX/XX/year> payment of {$350.00} posted successfully on XX/XX/year> onto the account ending in XXXX ( see attached ). After making payment by phone. 

However, on XX/XX/year>, Sallie Mae issued XXXX refunds ( {$90.00} and {$70.00} ) into the bank account ending in XXXX ( see attached ). All payments should be made in XXXX entry for the monthly amount of XXXX. Though Sallie Mae received a monthly bank statement and letter from XXXX XXXX  XXXX ( BOA ) that showcased Sallie Mae was paid in full & retained the XXXX from XXXX, they refused to verify that the XXXX payment had been made in their system. They claim to date that I am missing an XXXX XXXX payment despite evidence to the contrary ( see attached ) .This was the first indication of a system-level servicing error. 

XXXX. The XXXX Payment was made, Then System Triggered Multiple Withdrawals I made my XX/XX/year> payment of {$350.00} online on XX/XX/year> from the account ending in XXXX, with a confirmation number from XXXX XXXX XXXX, see attached. 

On XX/XX/XXXX, Sallie Mae withdrew an additional {$190.00} via autopay on the XXXX account while payments were in process ( see attached ). I had put a stop payment on XXXX to prevent an extra XXXX & XXXX payment. This withdrawal caused my account to go into the negative as the exact amount was in the account only. 

On XX/XX/XXXX, Sallie Mae attempted to pull the payment ( {$350.00} ). Due to the prior days unexpected withdrawal, the balance was overdrawn, this XXXX transaction returned on XX/XX/XXXX. This was caused entirely by the servicers inconsistent processing and advice, not by failure to pay. 

XXXX. Risk of Incorrect Delinquency and Collection Calls Despite paying on time in both XXXX and XXXX, and despite sallie mae 's system acknowledging the scheduled XXXX payment, I have received collection calls claiming I did not pay, which is factually incorrect. This is particularly concerning given that the root cause of the returned XXXX was the servicers own inconsistent processing and advice behaviors. 

XXXX. XXXX XXXX XXXX to Resolve Servicer Errors To prevent incorrect delinquency reporting, I have had to make repeated pre-emptive calls to XXXX XXXX customer service each time these issues appeared on my bank statements. These calls have routinely lasted over an hour, often involving escalation to a second representative. Despite my efforts, the errors continue. 

XXXX. Prior Servicing Error Resulted in a Month-Long Adjudication In the past, XXXX of XXXX XXXX representatives applied my entire monthly payment to a single loan instead of distributing it across all loans as required. This error took an entire billing cycle to resolve, and I was asked to provide proof and documentation to correct the servicers mistake. They didn't accept my proof. It wasn't until I asked them for a print out of all my payments that they saw their mistake.This demonstrates an ongoing servicing pattern. 

XXXX. Summary of Issues Requiring Investigation Payments made on time are being mishandled or misapplied Autopay is pulling incorrect amounts and interacting with multiple accounts Returned XXXX events are being triggered by servicer-caused errors I have received incorrect collection calls despite documented payment Refunds are being issued into accounts that were not used for payment The burden of correcting errors repeatedly falls on me as the customer

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