Consumer complaint received 2024-08-27 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Problem with customer service
Company: SLM CORPORATION
State: GA

Complaint narrative:
I recently applied for a loan through Sallie Mae -- the " Global Health Residency and Relocation Loan '' XX/XX/XXXX for the amount of {$30000.00}. This {$30000.00} is to be split into XXXX payouts, XXXX payout {$17000.00} ( XX/XX/XXXX ) and XXXX payout {$13000.00} ( XX/XX/XXXX ). I completed all the required documents, signatures and uploaded proper identification per the request of customer services representatives and email notifications by XX/XX/XXXX. Initially, payout XXXX was going to be mailed to the address that I resided at until XX/XX/XXXX in XXXX XXXX, CA. However, due to the process of completing the necessary documents took much longer than expected ( due to lack of diversity within the organization ) I requested that the dispursement not be sent to the XXXX XXXX address as a representative stated the check would be mailed on XX/XX/XXXX and it would take XXXX business days for me to receive the payment by mail ( electronic payments are not an option ). The representative was proactive and asked if I have another address that I can verify by submitting proper identification ( My driver 's license ) and stated that the dispursement mailing date can be pushed out to XX/XX/XXXX and mailed to the address on my DL. 

Based on this information, I was expecting to receive the disbursement no later than XX/XX/XXXX. I never received the payment. Due to this being a relocation loan and I am a current medical student actively studying for exams that I have to take every XXXX weeks I was not able to follow up with Sallie Mae. However, my cosigner ( XXXX XXXX ) contacted customer service XX/XX/XXXX to inform them that the disbursement had not been delivered. The representative then stated that the disbursement was mailed to the XX/XX/XXXXaddress that I formally resided at in XXXX in which I requested for the payment not to go to that address because I relocated and have no means of access the mail from that address. Later, the representative told my co-signer that the check will be reissued and mailed to the address on my DL. I waited again for another 7 days to see if a payment would be in the mail but to my surprise I still did not receive the payment. 

The week of XX/XX/XXXX, I contacted Sallie Mae 4 days ( XX/XX/XXXX, XXXX ) to verify that my address was accurate and to find out if there was a lack of communication or issues within the organization that is causing so much distress in my life because I am currently homeless and depending on the funds to secure housing. After being transferred to several different departments, I latered learned that my address was never updated and in fact per online documentation my address was not updated until XX/XX/XXXX. A representative empathized with my situation and reached out to management because I requested that my disbursement be sent next day mailing due to me experiencing homelessness. The representative confirmed that the disbursement would be mailed by XX/XX/XXXX to the correct address and that I should receive the check no later than XX/XX/XXXX. Again, I checked the mail and nothing was there. 

I contacted Sallie Mae on XX/XX/XXXX to inform a representative about this issue I have been experiencing and the representative stated that I should receive my payment soon because it was mailed and I should receive it by XX/XX/XXXX. Again, I checked the mail and there was no check. I contacted Sallie Mae again XX/XX/XXXX to see if someone can provide me with a tracking number for the check. A representative confirmed that the check could be tracked and that they would have to call me back to provide me with the tracking number. 

Today is XX/XX/XXXX and I have not received a call about the tracking number nor do I have the check. I am mentally, emotionally, financially drained from this process and can not even meet my basic needs because this loan is supposed to serve that purpose. Additionally, this has caused such a great deal of distress that I can not study effectively.

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