Complaints

This profile includes complaints for Sallie Mae's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sallie Mae has 39 locations, listed below.

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  Sallie Mae

  300 Continental Dr Newark, DE 19713-4322

  
• 

  Sallie Mae - Dept of Educational Loan Services

  5930 River Ridge Ln Buford, GA 30518-7469

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  Sallie Mae

  6000 Commerce Pkwy Ste A Mount Laurel, NJ 08054-2226

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  Sallie Mae

  1007 Laurel Oak Rd Ste B Voorhees, NJ 08043-3515

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  SallieMae Home Loans

  5-G Oak Branch Dr. Greensboro, NC 27407

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly spoken to Sallie Mae to tell them that I cannot currently pay the student loan amount owed. I also do not have time to be on hold for 45 minutes+ at a time. I asked for income based repayments or a deferment for a significant amount of time. Sallie Mae is unwilling to do either. Every time I call, my wait is in the neighborhood of an hour, as well as their online chat; which can never help me and has in fact just rudely ended their conversation with me in the past despite me actively asking questions when I was cut-off. It seems that Sallie Mae has no viable options for someone in my situation. Nor does it seem like they want to work with anyone. I get automated phone calls at minimum twice a day and some days in excess of 4 calls per day. If I answer, they frequently just hang up but if they don't hang up on me, there is only a recording that tells me to call them at another number. Now Sallie Mae is sending emails threatening to attack my credit on June 15th. This has all been going on for more than a month. Needless to say I was excited to have an actual person that I can speak with call me and leave a message. I called them back and they told me they can't help me. They just put me on hold to speak with another department. After more than a 40 minute wait, I could not stay on the line any longer. I am logging more than 50 hours a week at work, I have two children and a family member with Alzheimer's living in my home. I live in Florida and my AC just went out; needless to say this is not a luxury for us, especially with small children and elderly living in my home. I just want an income based repayment plan or a deferment for a substantial time. If Sallie Mae is just unwilling to work with me though and simply going to attack my credit, then please stop harassing me with ceaseless daily phone calls and emails, also stop harassing my cosigner. If you are willing to help and not put me on perpetual hold, then we can talk.

  

  Business Response

  Date: 07/08/2022

  Thank you for your message. In the interest of protecting the privacy of our customers, we responded directly to the customer via the U.S. Postal Service. Please allow sufficient time for postal delivery.  Regards, the Office of the Customer Advocate.

  Customer Answer

  Date: 07/12/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 
  Business called me, but offered no solutions. They promised to call the following day after more reader hours, but did not. They promised that the harassing phone calls and emails would cease in the interim, but they did not. As a matter of fact, I received multiple collections calls in the same day, the day directly following the day that I spoke to their representative. Sallie Mae has made it impossible to come to a resolution prior to them reporting me to credit agencies. I believe this to be intentional in order to bully people into withdrawing negotiations and simply paying what Sallie Mae demands. When I call, the hold times I have experienced are no less than 40 minutes and sometimes are hours long. No one has ever been available or willing to help me through their online chat. They provide very few tools for assistance and make them time and labor prohibitive to use. 
  
  
  Regards,

  Complaint ID: 17420512

   

   

   

  

  Business Response

  Date: 07/19/2022

  Thank you for your message. In the interest of protecting the privacy of our customers, we responded directly to the customer via the U.S. Postal Service. Please allow sufficient time for postal delivery.  Regards, the Office of the Customer Advocate.

• Initial Complaint

  Date:06/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son has a loan through Sallie Mae and once the government allowed the loan payments to resume we have had problems sine. We called in to get a loan modification to which all parties involved did a financial statement review to have the loan payment modified. Since then all parties involved have received numerous phone calls and emails throughout the day with different loan amounts in arrears and incorrect information on the borrowers stating he lives in Milwaukee which is incorrect, we all reside in New York. We have spoken to someone numerous times but are given inconsistencies in the notes being taken by the reps, or stating they never spoke to the borrower/co-signers. Now we are being threatened they are gonna hit our credit report with a negative impact. We have been unable to resolve this situation to make a payment when it’s constantly changing in the amount decreasing/increasing from person to person. We have not refused to pay as we do owe but we need correct information and at this point I feel as if we are being scammed and are these robot calls. Sallie Mae has got do better in their handling of assisting clients. Any help in this matter will be greatly appreciated.

  

  Business Response

  Date: 07/07/2022

  Thank you for your message. In the interest of protecting the privacy of our customers, we responded directly to the customer via the U.S. Postal Service. Please allow sufficient time for postal delivery.  Regards, the Office of the Customer Advocate.

• Initial Complaint

  Date:06/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 26, 2022 I entered a payment program with Sallie Mae: I was given a fixed rate of 4% and a monthly payment of $363.00 for 24 months. May 23, 2022 Sallie Mae Auto-debited $787.76 from my bank account, resulting in my account becoming -$429 I called at 8am 5/23 and requested a refund including the $54 of overdraft fees caused by this. My total refund amount is $478.76. First, I was given several different dates that I would recieve my refund on. Then I was told today 6/2 (after several days of calling) that my refund was "processed and accepted" when I asked for the account that the refund went to I was given a routing and checking account that is not mine, nor my cosigner. Not one single agent, supervisor, or manager has told me how or why this is happening. Each department blames other departments and tells me "you need to talk to them, cause that is there department" just for me to be transfered and told "they're not in" "this is the wrong department" "I can't do anything." I've explained to Sallie Mae and each agent that this will (and now is) effect my ability to pay my rent. I CANNOT PAY MY RENT because Sallie Mae stole $424 and triggered $54 worth of overdraft fees THEN, gave that refunded money to a completely different person. They have lied about fixing these problems REPEATEDLY as this is not the first time they have taken more money than they are supposed to along with an unfathomable amount of regular "mishaps and accidents" it is pure theft and negligence.

  

  Business Response

  Date: 06/16/2022

  Thank you for your message. A representative from our office has contacted the customer and addressed their concerns. Regards, the Office of the Customer Advocate.

• Initial Complaint

  Date:05/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have one email account we use for Sallie Mae correspondence(dm…@gmail), however Sallie Mae has learned of our second email account and continue to send marketing emails. 1. I continue to receive spam/ads in both accounts. Initially received them DAILY. Submitted an opt-out request on 03.31.2022 for the primary account (opt out function does not allow me to put in email account; Sallie Mae automatically detects? So I cannot opt out secondary account). I’ve continued to receive a handful of unsolicited sales (credit cards, money market accounts, new school loans, etc) emails from Sallie Mae, albeit fewer since March 31st. 2. The emails I receive in my second email account from Sallie Mae DOES NOT have a, ‘click here to unsubscribe…” and there’s nothing in my account - when logged on Sallie Mae - to unsubscribe. To date, in May 2022 alone, I’ve received at least 9 non-account specific sales emails. 3. When co-signing for a student loan in 2021, I requested all pertinent information be sent via email (my preferred method). Several months ago (prior to 03.31.2022) I received a letter via US mail stating that one of their emails was rejected as spam and all future correspondence would be sent via US mail. To my knowledge, I never rejected as spam any correspondence from Sallie Mae. However, I now not only receive correspondence by US mail but also by email and the ads/solicitations had/have no problem being delivered to my email account. 4. My daughter has graduated and Sallie Mae knows this. However, I continue to receive emails re loans for “my student’s” upcoming school year/term/etc. plus credit card offers (7 this month alone), money market account offers, etc. Please, MAKE IT STOP. Thank you for any assistance you mat be able to provide. Melissa Stever

  

  Business Response

  Date: 06/14/2022

  Thank you for your message. In the interest of protecting the privacy of our customers, we responded directly to the customer via the U.S. Postal Service. Please allow sufficient time for postal delivery.  Regards, the Office of the Customer Advocate.

• Initial Complaint

  Date:05/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 14th, 2022: I spoke with a Sallie Mae representative by the name of Jackayla, who facilitated me with a hardship forbearance, with my next payment to be paid on June 3rd, 2022. After this conversation, I continued receiving mails, emails, and phone calls as my loan is more than 30 days past due. On May 9th, 2022: I spoke with a representative (Carly) and she informed me that the paperwork for forbearance was drafted on April 14th, and not completed/submitted. She advised that she went ahead and completed the paperwork, and my forbearance would be active for this period, with my next payment being due on June 3rd, 2022. On May 14th, 2022: After continued emails of an unpaid balance being sent to myself and my co-borrower, I contacted Sallie Mae again. The representative advised that a research request was sent out on May 9th and an escalation team needed to resolve the issue. She then transferred to a supervisor. The supervisor (*********) claimed that the payment amount I made on April 14th did not satisfy the requirement for forbearance. I informed her that the payment amount was determined by the representative I spoke with and no fault on my end, this resulted in her making an adjustment. She acknowledged that this was an internal error on Sallie Mae's end and my loan would now show current until June 3rd, with no further collection contact. _______________________________________________________ I have encountered forbearance difficulty with Sallie Mae regarding since 2021 when the Covid-19 forbearance was expired. I was a student for a portion of 2021, and I was still receiving collections communication, despite providing proof of educational commitment for the period of August 2021-January 2022. Since then, I am still encountering difficulty with this servicer. Sallie Mae's staff are not adequately trained/knowledgable in debt collection processing, as a result, the consumers are suffering and being penalized for negligences caused by their agency.

  

  Business Response

  Date: 05/27/2022

  Thank you for your message. In the interest of protecting the privacy of our customers, we responded directly to the customer via the U.S. Postal Service. Please allow sufficient time for postal delivery.  Regards, the Office of the Customer Advocate.