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Business Profile

Loans

Sallie Mae

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:
    Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.

Complaints

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

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    Customer Complaints Summary

    • 501 total complaints in the last 3 years.
    • 153 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/30/2024

      Type:Billing Issues
      Status:
      Answered
      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 10/7/23 I started getting notices from Sallie Mae saying I was late for a loan I had co-signed on. After talking with them and explaining that I never co-signed for a loan they agreed to send me a copy of the contract. Looking at it I found out that my ex-girl friend at the time used me on a loan. l told Sallie Mae what I'd discovered and what all the incorrect info was. There was no middle initial entered, email address, my phone number, work number, length of employment, residence type, monthly mortgage, checking account info, savings account info, and electronic name signature were all wrong. No personal contacts and no relationship to co-signer. I asked why they didn't call the phone numbers or check the emails for verification. They replied a electronic signature was legal and that was all they needed. They said they would send me a fraud package and to do all that's said and send it back and after checking it out it should be all cleared up of which I did. After months and lots of hours on the phone they said they would only possibly clear it if my Ex was convicted. I asked how could I be held responsible for a loan that someone had used my stolen identity for. They told me they done a thing called a ping on the computer showing that the app was filled out at my house. I told them that she was living with me on the dated time of the contract they sent me so that was what had obviously happened. There was also a second student loan taken out with a Co called Mefa. I also filled out the same fraud package for them and they cleared it up. I recently had all three credit reports cleared only to have Sallie Mae put them back on a couple weeks ago. How can Sallie Mae do this. I've always been on time with my bills and have paid off all my loans including new cars and past student loans for my Bach Degree. I'm purchasing a home but am told this matter must be cleared. I'll send copy's of the contract with the info that is wrong circled thanks sincerely,

      Business Response

      Date: 01/07/2025

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer. Please allow enough time for the customer to receive our
      response, sent via the U.S. Postal Service.

      Regards,
      Office of the
      Customer Advocate

      Customer Answer

      Date: 01/11/2025

      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.









      Regards,


      Complaint ID: 22744835


       



       


       

    • Initial Complaint

      Date:12/20/2024

      Type:Product Issues
      Status:
      Answered
      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 did not agree to pay Sallie Mae more than $366 per month. It appears they are taking advantage of the situation to make extra money before I return to school full-time. The $363.52 plus the $35 bank fee must be refunded to my account immediately to prevent further escalation.

      Business Response

      Date: 01/22/2025

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer. Please allow enough time for the customer to receive our
      response, sent via the U.S. Postal Service.

      Regards,
      Office of the
      Customer Advocate

      Customer Answer

      Date: 01/24/2025

      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.

      It's unacceptable to how Sallie Mae loan sharks it's clients. 


      Regards,
      Complaint ID: 22714191
       



       

    • Initial Complaint

      Date:12/17/2024

      Type:Billing Issues
      Status:
      Answered
      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 co-signed on a student loan for my granddaughter..she has graduated and has not been able to to find a job. I had made arrangements with Sallie Mae in October to pay $108.35 monthly. I have been making the payments, however, they call me twice a day every day and send me email everyday. I call to ask why are they calling me…they tell me I canceled the payment but I did not and they have not returned any payments, so I’m confused…yet they can’t explain anything to me. When I call them I’m placed on Hold, still no explanation. I just want to make my payments and for them to stop calling me daily.

      Business Response

      Date: 01/13/2025

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer. Please allow enough time for the customer to receive our
      response, sent via the U.S. Postal Service.

      Regards,
      Office of the
      Customer Advocate

    • Initial Complaint

      Date:11/29/2024

      Type:Billing Issues
      Status:
      Answered
      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 am not liable for this debt with Sallie Mae I do not have a contract with Sallie Mae They did not provide with the original contract requested

      Business Response

      Date: 12/06/2024

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer.

      Regards,
      Office of the
      Customer Advocate

    • Initial Complaint

      Date:11/25/2024

      Type:Billing Issues
      Status:
      Answered
      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 experienced persistent difficulties with this company, characterized by a significant disconnect between their advertised assistance programs and the actual support provided to customers in financial hardship. While agents often express empathy, their adherence to rigid policies limits their ability to offer meaningful solutions.

      For example, I recently lost my job and was unable to maintain the $1000 monthly payment. Despite my consistent payment history, including a previous interest rate reduction plan, I was ineligible for any assistance program due to a recent forbearance period. This classification seems inaccurate, as I continued to make substantial monthly payments during that time and have made consistent payments for over 2 years even after increases. There has been no significant change in my balance and now I’m going to be delinquent and all of my payments were basically for nothing. Then they’re just going to report me to credit bureaus and make it more impossible to get away from them.

      I urge the company to reexamine its customer support policies to ensure that they align with its stated commitment to helping customers in need. A more flexible and compassionate approach is necessary to address the genuine financial challenges faced by many of your customers.

      Business Response

      Date: 12/06/2024

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer. Please allow enough time for the customer to receive our
      response, sent via the U.S. Postal Service.

      Regards,
      Office of the
      Customer Advocate

      Customer Answer

      Date: 12/13/2024

      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.









      Regards,


      Complaint ID: 22601929


       



       


       

    • Initial Complaint

      Date:11/07/2024

      Type:Billing Issues
      Status:
      Answered
      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 cosigner has not paid toward any of my student loans. I am married now, and my cosigner is retired. I was denied due to "insufficient income", yet have been making uniform monthly payments for over a year. I make much more now than I have since graduation. There is no reason for me to continue to have a cosigner.

      Business Response

      Date: 12/03/2024

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer. Please allow enough time for the customer to receive our
      response, sent via the U.S. Postal Service.

      Regards,
      Office of the
      Customer Advocate

    • Initial Complaint

      Date:11/06/2024

      Type:Billing Issues
      Status:
      Answered
      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 was intending Robert Morris University and I transferred to Roosevelt University. I didn’t find out until later that my loans have been oversee by Nivet, which is connected with Sally Mae and Sally Mae transferred my student loans to this company called Conserve debt collection agency. I had no idea that my loans have been transferred to my to a debt collection agency why I was attending school. I am finding out also that Sally Mae is is in the lawsuit.

      Business Response

      Date: 12/06/2024

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer. Please allow enough time for the customer to receive our
      response, sent via the U.S. Postal Service.

      Regards,
      Office of the
      Customer Advocate

    • Initial Complaint

      Date:10/22/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Hello. I currently have student loans with Sallie Mae. I completed my degree program this summer however I won't graduate until December. My loans have now become past due and I'm unable to make payment of the amount they're requesting. I have contacted them twice to see if I'm eligible for any graduation repayment programs in which they said I'm not. My grandfather who is retired and on a fixed income co-signed with me and is unable to help pay. I accept responsibility of the loans and willing to make a monthly payment. However, I'm unable to make a payment of $2000. They advised me to call back after the account has gone through another billing cycle in which at that point my grandfather's credit will be impacted. I'm seeking your assistance in getting a more reasonable monthly amount for my loans.

      Business Response

      Date: 11/08/2024

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer.

      Regards,
      Office of the
      Customer Advocate

    • Initial Complaint

      Date:10/08/2024

      Type:Billing Issues
      Status:
      Answered
      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 daughter ****** ******* used Sallie Mae to get her loans for college. I signed for some My mother Patricia Schott signed for some. My daughter continues to call to set up arrangements. Every time she calls we get a different response or different answer. She is making payments. However, depending on who we talk to its either not enough not set up right or not going to the correct accounts. Also they are now starting to call EVERYONE we have every known. MY BROTHERS EX WIFE??? My friends from facebook?? I dont even know those people. My brothers ex wife they have been divorced for over 20 years?? Is this legal for them to just contact random people? My facebook friends I dont know those people? Some are my clients?? How is this okay? She is always talking to them. Making arrangements. It just depends on who she talks to and what they say. Then someone new calls and its different. I call and they cant talk to me without her on the phone? MY poor mom is older and battling MS and is so STRESSED out from the HARASSMENT She is beside herself. CALLING my DADs family who we have never Met? ESPECIALLY when she is talking to them and has made arrangements. How do we get this to stop?? PLEASE HELP US! THANK YOU!

      Business Response

      Date: 10/30/2024

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer. Please allow enough time for the customer to receive our
      response, sent via the U.S. Postal Service.

      Regards,
      Office of the
      Customer Advocate

    • Initial Complaint

      Date:09/30/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      They advertise that they work with people when you struggle to make payments but in reality they will dodge any attempt at working with you to make payments. You pay exactly what they say or they go after your credit. Shitty way to run a business. I would be willing to make lower payments but they just refuse out right. They are bleeding this generation dry.

      Business Response

      Date: 10/21/2024

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer. Please allow enough time for the customer to receive our
      response, sent via the U.S. Postal Service.

      Regards,
      Office of the
      Customer Advocate

      Customer Answer

      Date: 10/27/2024

      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.They, as expected, did nothing at all. They called once, I tried for a week and a half to call them back and no one answered. I believe this is intentional as they have no intention of helping in any way.




      Regards,
      Complaint ID: 22357380
       



       

      Business Response

      Date: 11/06/2024

      Thank you for
      your message. To protect the privacy of our customers, we responded directly to
      the customer. Please allow enough time for the customer to receive our
      response, sent via the U.S. Postal Service.

      Regards,
      Office of the
      Customer Advocate

    Sallie Mae is BBB Accredited.

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