Student loan -- Dealing with your lender or servicer -- Complaint #14008460

Complaint Overview

Complaint ID: 14008460

Company: SLM Corporation

Product: Student loan

Sub-Product: Private student loan

Issue: Dealing with your lender or servicer

Sub-Issue: Received bad information about your loan

State: Texas

ZIP Code: 777XX

Date Received: 2025-06-10T12:00:00-05:00

Date Sent to Company: 2025-06-10T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I am a XXXX XXXX XXXX enrolled at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I have a private Sallie Mae student loan, and I am legally unable to work in my current location. I have no financial support from my family, friends, or co-signers, none of whom are financially able to assist me. Despite my persistent financial hardship, Sallie Mae has repeatedly denied my requests for assistance. Timeline of Events : XX/XX/XXXX : I was placed into a loan modification program for the first time. XX/XX/XXXX : I was placed into a second loan modification plan. XX/XX/XXXX : I was told I did not qualify for the rate reduction program and would need to reapply as well as I was not showing up as enrolled in school and not fasting a hardship and did not qalify for the hardship relief program. XX/XX/XXXX : I was told a rate reduction program expired and that I would receive notice by email. Despite multiple follow-ups, I never received this letter, though Sallie Mae agents continue to claim it was sent. XX/XX/XXXX :, XXXX : I contacted Sallie Mae and was told I needed to wait until I was further delinquent to be considered for assistance. I was also told to call back or reassessment. XX/XX/XXXX : I spoke to a manager who confirmed my loan was 44 days past due with a balance of {$670.00} and a monthly payment of {$200.00}. He told me I could not be placed into any assistance program because I had used my two lifetime modifications. I asked for documentation of this policy, and he admitted no public documentation exists. Also was told I still not eligible for any program because I had not met enough payment history or elapsed enough time since the last plan ended. Issues and Concerns : Lack of Transparency : Sallie Mae has not provided written documentation about lifetime limits on hardship programs, despite stating these policies exist. There is no accessible policy language on their public site explaining why I am disqualified or how to regain eligibility. Inconsistent and Conflicting Information : I have been told by different agents that I could requalify after delinquency and to call back next cycle, only to be later told I am permanently ineligible. I have call logs and transcripts documenting this inconsistent guidance. Failure to Provide Proper Notice : I never received the promised XX/XX/XXXX rate reduction expiration notice. Despite repeated requests, Sallie Mae could not confirm it was actually delivered. Unreasonable Burden on a Financially Distressed Borrower : I am a full-time student with no income, no ability to work, and no financial help. Sallie Mae continues to expect payment without providing any realistic options for temporary relief. My credit is now at risk, and I am repeatedly called during class hours despite asking for accommodations.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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