Consumer complaint received 2024-03-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: SLM CORPORATION
State: IN

Complaint narrative:
This complaint is due to two issues.

1- Being provided mis information and being spoken to in an insulting and condescending manner by agents. In collections and the escalations department, both areas have antagonized me for the status of this co-account- when I'm clearly taking steps to bring it to good standing. 
2- Late payments. I was provided misinformation in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. In XXXX i called to make pmt & update demographics. I post dated the min pmt plus extra for XX/XX/XXXX. I also provided my new email. The pmt was rejected due to transposed acct number, which was on my end, my fault. However, I did not get the rejection notice sent on XX/XX/XXXX because it was sent to my old email as the case to open a request for updated demographics was done, but no changes occured to the acct. When XXXX pmt came due, i received calls from the acct mgr on the acct. i reported him here previously for antagonizing me on those calls. He did not tell me the XXXX pmt was rejected, yet told me he could call me whenever he wanted. 
I refused to speak with him further, and called for another agent. I verified with that agent that I was paying the amt, on the necessary date, that would keep us from the 60day negative credit reporting. He told me that if i made the pmt that day, we would not be reported negatively. The same thing happened in XXXX. ( None of those agents told me XXXX was missed ) Recently I checked my credit and discovered late reportings from XX/XX/XXXX- XX/XX/XXXX. This, triggered by the rejected pmt in XXXX ( would have covered XXXX & XX/XX/XXXX ) I took the acct over from my daughter in XXXX after her missed XX/XX/XXXX pmt. I was told that the amt i was paying would keep us out of negative reporting and on the call I updated my information, expressing to contact me via mail/email - asking for no phone calls. 

XX/XX/XXXX i scheduled to pay the base XXXX dollars, plus extra to be taken out on XX/XX/XXXX. Paying extra until XXXX when i could make a larger lump sum to bring current ( Ive done that ) Since XX/XX/XXXX collections escalations has given me the run around. And, spoken to me as of they were irritated by my calls trying to get information to clear this up. They also treated me as if i was asking them for a favor to remove the negative reporting telling me they dont do " courtesy removals ''. I never asked for that. Nothing in my statements to them even implied that. I simply wanted proper information, accountability for where their agents were misleading and to be spoken to with dignity. I was told I could not file a phone case or open a investigation on the phone by some, then told that I could by others. ( Thanks to the customer service dept reps who actually provided valuable info ) The last escalations agent I spoke to said that they'd review the calls that ive had with agents from XXXX to now. Looking into why my info was not updated in XXXX when i asked and why i was told i was paying the amt/by the due date necessary to avoid a 60 day negative reporting. This ordeal is having a major impact on my credit, which affects my livlihood as I will need to move soon. All of the calls that ive had with them, plus the payments I've made will verbally and physically prove my efforts to have a good acct standing - by making payments and asking questions to understand the account pmt/reporting process.

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