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

  300 Continental Dr Newark, DE 19713-4322

  
• 

  Sallie Mae - Dept of Educational Loan Services

  5930 River Ridge Ln Buford, GA 30518-7469

• 

  Sallie Mae

  3111 N. Highway Dr. Saint Louis, MO 63139

• 

  Sallie Mae

  2000 Bluff Dr Lawrence, KS 66044

• 

  Sallie Mae

  5090 N 40th St Ste 160 Phoenix, AZ 85018-2116

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:12/09/2023

  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 am writing to request the removal of unauthorized credit inquiries on my Equifax, Experian and TransUnion credit report. My latest credit report shows 1 hard credit inquiries that I did not authorize.
  
  I am writing to dispute the following inquiries and ask for their removal from my credit report.
  
  
  Please have these unapproved inquiries removed from my credit report within 30 days, as it is harming my ability to obtain new credit

  

  Business Response

  Date: 12/27/2023

  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:09/11/2023

  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 am in my second year of using the lending service Sallie Mae. In this time I have made many calls to there customer service department with the same issue. This issue has caused me to pay late fees on my interest payments a couple months. The issue is I get locked out of my account (online and on the app) and forced to reset my password. The first couple times I willing took the blame for this by thinking I must have forgot. At around the third time I was locked out and forced to reset my password I re-entered it and it said I was not allowed to use that password because it said it was previously used. So I wrote down the password and took a picture of it. The next time I went to make my payment I used the exact same password I had recently reset and it denied me and locked me out. I then called the customer service and after a painfully long wait and complicated call with the automated voice system I was transferred to a real person. Whom told me to reset my password again (even though I just did). Yet I did as they said and went on with my life. The next month I went to pay I was locked out again. I called customer service (now irritated) and told them whole problem. Instead of trying to fix the problem I was told to reset. After an hour of being transferred around and being made to feel like an idiot I gave up and reset. This I made sure my new password was read outload to me multiple times and I took a picture of when I entered it and wrote it down. Then I asked the representative if it was fixed and was promised of such. Well today I went to pay my interest payment and I entered the correct password that I wrote down and took a picture of and even had saved in my google passwords and was denied access and asked to reset again. This a recurring problem that has cost me money and time and is unacceptable. It needs to be fixed.

  

  Business Response

  Date: 09/19/2023

  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:08/19/2023

  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.

  They will not allow me to unsubscribe in an easy way from their emails and they are spamming me which is against the law

  

  Business Response

  Date: 09/06/2023

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

  Customer Answer

  Date: 09/19/2023

  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.
  
  
  Hello,In response to your email below.  This has not been resolved and I still have received communication from Sallie Mae to this date.
  
  Regards,
  Complaint ID: 20496251
   
  
  
  
   

  

  Business Response

  Date: 09/27/2023

  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:08/17/2023

  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.

  Sallie Mae is a fraudulent corrupt business. I was seeking assistance with lowering my monthly payments due to debt to income. What they do is force you to do a soft credit pull all they say is that it so they can access your debts but really they're pulling your current credit and raising you interest which they do not disclose... last mont) my interest was 11% after yesterdays call it's 14%!!! When is someone going to hold these people accountable. They need to be in court this is wrong what they are doing to people.

  

  Business Response

  Date: 09/14/2023

  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:08/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 am a cosigner on my son's student loan with Sallie Mae. I made a manual payment on June 15, 2023. Sallie Mae sent me a notification that this payment was "rejected" by my bank due to insufficient funds, which was not the case and I have provided evidence from my bank to Sallie Mae that this payment was sent to them from my bank account and they have verified that they have received my documentation. I have made SEVERAL calls to Sallie Mae and spent countless hours on the phone with them trying to get this issue resolved only to be told "oh it wasn't sent to the monetary department and it's being processed by the monetary department". I have repeatedly asked for return calls to be updated on the status and have never received a call back. As of August 10, 2023, this is STILL NOT RESOLVED. It has been almost 2 months and I would like this money that I have clearly paid credited to my son's student loan account.

  

  Business Response

  Date: 08/18/2023

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

  Customer Answer

  Date: 08/29/2023

  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.  I have spoken to them directly and they finally resolved my issue but only after I filed a complaint with the Better Business Bureau 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 20453410
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:08/10/2023

  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.

  Lender advertised the option for forbearance. I am unable to pay payments since I am unemployed. Lender refused to grant forbearance. Lender also records all calls without consent.

  

  Business Response

  Date: 08/29/2023

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

   

  Customer Answer

  Date: 09/06/2023

  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.
  
  The business did NOT provide a reason for rejection of forbearance.  The business continues to invade privacy by recording phonecalls without any consent. 
  
  
  Regards,
  Complaint ID: 20451500
   
  
  
  
   

  

  Business Response

  Date: 09/22/2023

  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:07/19/2023

  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.

  Co-signer to be released from my loans. Sallie Mae is claiming I did not make 12 months of continuous payments to release my co-signer, when in fact I did. I reviewed my file with a supervisor upon receiving the first letter. She stated they would escalate this issue and get back to me. No one called me back after making several calls in. Only to receive another letter to say the same thing. Please see the letter attached. I spoke to supervisor on 2/07/2023 at 1:13pm, confirmed there were 12 months of consistent payments made she went as far back as 11/2021. According to Sallie mae a co-signer can be released after 12 months of consistent payments. I have made consistent payments before covid and after covid. Even having Supervisors confirm this, only to be sent a letter via online through sallie mae's website. I have sent countless hours on the phone to fix this, only to be in the same situation time and time again. I am done. My co-signer needs to be released or my next step is to obtain a lawyer and file suit.

  

  Business Response

  Date: 08/15/2023

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

  Customer Answer

  Date: 08/17/2023

  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.
  
  I have already made several attempts at calling and messaging Sallie Mae on their website with no response, or only to be told a supervisor will call me back and no one does.They are dodging what they have been doing to many college students and not taking accountability for their actions and need to be investigated and stopped.
  
  
  Regards,
  Complaint ID: 20347861
   
  
  
  
   

  

  Business Response

  Date: 09/06/2023

  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:07/19/2023

  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 loan was on a modified repayment program for 2 years.
  -Towards the end of the program, in 2022, I had called to inquire as to the upcoming rate and term to see what the upcoming rate and term would be, so that I decide to refinance out or not. I was advised the rate and term would remain the same. Based on, and in reliance on the information provided by Sallie Mae, I did not refinance my loans.
  -My loans then transitions to higher interest rates. At this time, rates were also higher, and I could not refinance anymore to the lower interest rates available to me at the time I inquired into my loans with Sallie Mae.
  -I called about this issue and was advised nothing could be changed. I requested my inquiry phone call made in 2022, but was advised it was not available.
  -I relied on Sallie Mae's representation, and am now paying more for my student loans than I should be.

  

  Business Response

  Date: 08/07/2023

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

  Customer Answer

  Date: 08/15/2023

  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.
  There were no attachments in the email.  Nevertheless, the business contacted me, admitted they provided incorrect information to me, but stated they could not assist with any remedies because my loan was not in default.  
  
  
  Regards,
  Complaint ID: 20345439
   
  
  
  
   

• Initial Complaint

  Date:07/12/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Sallie Mae has been calling my family members repeatedly, daily, concerning my student loans.

  

  Business Response

  Date: 07/31/2023

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

  Customer Answer

  Date: 08/02/2023

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 20311890
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:07/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 not had a student loan with Sallie Mae in several years, and I have not been a student for 13 years and have no plans to go back to school. In the last month, I have started reveiving multiple marketing emails from Sallie Mae every day to 2 of my email addresses, urging me to apply for a new loan. I have attempted many times to unsubscribe from the emails using the embedded link, but the "unsubscribe" option does not work, it merely refreshes the page and I get no confirmation. I also went onto their website to unsubscribe, but it gives me an error message saying my email addresses do not exist. I have also tried calling customer service to stop the emails, but I cannot reach anyone without entering in an account number, which I no longer have. I want all emails from Sallie Mae to stop. They are clogging up my inboxes. The email addresses are

  

  Business Response

  Date: 07/26/2023

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

  Customer Answer

  Date: 07/31/2023

  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. The company contacted me directly and removed my email addresses from their system, and I have received no further marketing emails from them.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 20282736