Consumer complaint received 2025-01-28 00:00:00
Product: Student loan — Private student loan
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: SLM CORPORATION
State: VA

Complaint narrative:
Subject : Formal Rebuttal to Sallie Maes Response and Demand for Resolution Dear CFPB Team, I am writing to formally rebut your response dated XX/XX/XXXX, regarding my student loan account ( XXXX ). Your actions and lack of meaningful resolution have caused irreparable harm to my financial well-being, employability, and Department of Defense ( DoD ) security clearance, which has been adversely affected due to derogatory credit reporting. Your failure to address my hardship request in a timely and lawful manner has further exacerbated these damages. This letter outlines your violations of federal statutes and reiterates my demand for immediate corrective actions. 

Rebuttal to Sallie Maes Response Credit Reporting and Delinquency Removal : While I acknowledge your decision to remove the delinquency reported to credit agencies for XX/XX/XXXX and XX/XX/XXXX, this action does not absolve Sallie Mae of its ongoing violations of the Fair Credit Reporting Act ( FCRA ). Specifically, Sallie Mae failed to ensure accurate credit reporting as required by 15 U.S.C. 1681e ( b ) and delayed investigating disputes regarding inaccuracies under 15 U.S.C. 1681i.

I demand the immediate removal of all derogatory information related to this account, dating back to XX/XX/XXXX, when I first notified Sallie Mae of my financial hardship. 

Hardship and Reduced Payment Programs : Sallie Maes claim that reduced payment programs are offered solely at the lenders discretion does not exempt your organization from adhering to the Higher Education Act ( HEA ) and other federal regulations. My documented financial hardship and enrollment in a graduate program at XXXXXXXX XXXX qualify me for economic deferment and/or income-driven repayment options under 34 CFR 682.211 and 682.215.

Despite my repeated efforts to contact Sallie Mae to resolve this issue, no meaningful solutions were provided. I first reached out on XX/XX/XXXX, after receiving a forwarded notice about my deferment status from my old address. Sallie Mae informed me I no longer qualified for deferment, despite my documented hardship and enrollment in school. 

I contacted Sallie Mae again on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, requesting assistance and escalation to a senior manager. Although I was assured a manager would follow up, no one contacted me. I made additional attempts to resolve this issue on XX/XX/XXXX, and XX/XX/XXXX, to no avail. 

During this time, I continued to make small monthly payments of {$50.00} or $ XXXX I could afford given my financial circumstancesin good faith, despite Sallie Maes refusal to provide relief or explore alternative solutions. 

Disaster Forbearance : While you applied a Disaster Forbearance for XX/XX/XXXX through XX/XX/XXXX, this temporary relief does not address the ongoing financial hardship I have documented since that time. Sallie Maes failure to extend forbearance or offer alternative repayment options constitutes unfair, deceptive, and abusive acts under the CFPA ( 12 U.S.C. 5536 ). 

Failure to Respond in a Timely Manner : My initial contact with Sallie Mae regarding this matter occurred on XX/XX/XXXX, yet no resolution was offered. Despite multiple follow-ups, including my formal letter dated XX/XX/XXXX, your response was delayed beyond the 30-day period required under federal law. This delay has caused significant harm and demonstrates negligence in servicing my account.

Repeated Notices of Loan Default : Despite my repeated efforts to resolve this matter, I continue to receive emails from Sallie Mae regarding the default status of my loan. These emails are sent several times weekly, with the latest received on XX/XX/XXXX. The continuous receipt of these notices exacerbates the already intense stress and anxiety caused by this unresolved situation, further compounding the harm to my financial and mental well-being. 

Violations of Federal Laws and Statutes XXXX XXXX handling of my hardship request violates multiple federal laws and regulations, including but not limited to : Fair Credit Reporting Act ( FCRA ) 15 U.S.C. 1681 : Sallie Mae failed to ensure accurate credit reporting ( 15 U.S.C. 1681e ( b ) ).

Negligence in timely investigating disputes ( 15 U.S.C. 1681i ).

Higher Education Act ( HEA ) 20 U.S.C. 1070 et seq. : Failure to provide assistance under forbearance and income-driven repayment programs ( 34 CFR 682.211 and 682.215 ).

Consumer Financial Protection Act ( CFPA ) 12 U.S.C. 5536 : Sallie Maes delays and lack of resolution constitute unfair, deceptive, or abusive acts or practices ( UDAAP ). 

Equal Credit Opportunity Act ( ECOA ) 15 U.S.C. 1691 : Failure to provide timely notice of action taken on my hardship application ( 15 U.S.C. 1691 ( d ) ).

Federal Trade Commission Act ( FTCA ) 15 U.S.C. 45 : Unfair or deceptive practices in handling my hardship request.

Privacy Act 5 U.S.C. 552a : Derogatory reporting during unresolved hardship violates federal privacy protections.

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