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

  PO Box 740351 Atlanta, GA 30374-0351

• 

  Sallie Mae

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

• 

  Sallie Mae

  2-E. Taunton Road Berlin, NJ 08009

• 

  Sallie Mae

  3000 Lincoln Dr E Marlton, NJ 08053-1500

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:06/10/2023

  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.

  It keeps showing i missed payments when i actually didn’t and i paid my loans before the due time. In which i don’t understand why the payment missing keeps on showing when they agree to remove that out the system

  

  Business Response

  Date: 06/27/2023

  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:06/09/2023

  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 believe this business provided a loan to me knowing I would not be able to repay the loans without severe detriment to my financial well being.

  

  Business Response

  Date: 06/27/2023

  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:06/08/2023

  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 Cosigner Release
  
  I have a student loan with Sallie Mae in which my grandmother cosigned. On 2/2022 I was informed I could enroll in a repayment program, which I had to make 12 conservatives payments (no missed payments) and I could have my grandmother released. I have completed the requirement. I completed the cosigner release application and I was denied. I called to question why I was denied and I was informed I did not meet the income requirements. I explained I do not have any debt outside of my monthly student loan payment. My monthly income is 3 times the amount of my monthly payment. Then I was informed I had pay 30k on my student loan to get her removed. There is nothing in any of my documents that state this. Nor is there anything in my documents that state a monthly income amount I must have. This is misleading and bullying. I need help with getting my grandmother released from my loans, my grandfather is at the point he need to be in a home and my grandmother need her credit to do this. Pre, my conversation with the Sallie Mae rep, I have met the requirements and I have proven I have the income to make the monthly payments. There is no reason why I should not be able to get her off the loans. In fact my conversation with Rep stated they included my over time which increase my monthly income by 1, 133.00. Therefore that also proves I can make on time payments.
  
  Again this is unfair and misleading and bullying. What can I do? Something has to be done with Sallie Mae's processes and misleading information.
  
  I am seeking a resolution and advise on how get my grandmother removed.

  

  Business Response

  Date: 06/27/2023

  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: 06/28/2023

  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.
  Good morning,I have NOT received any communication from Sallie Mae. I however did receive a call on June 12th or 13th from a rep that stated he would have to investigate my concerns and will get back with me. As of June 28th, I have not received any update nor has the matter been resolved. I explained the entire situation to the rep and NO response. Please do not close this matter, as Sallie Mae is still not helping, over charging and have unreasonable rules that was NOT explained clearly when the loan was completed. Sallie Mae is clearly unfair / unreasonable. Again the matter has not been resolved and I have not heard back from the rep concerning my concern.Thanks
  
  
  
  Regards,
  Complaint ID: 20160043
   
  
  
  
   

  

  Business Response

  Date: 07/21/2023

  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:05/31/2023

  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
  P.O. Box 3228
  Wilmington, DE 19804-0228
  
  
  ******* * ***** **** ********** *** ********** ** 21218
  410 303-2*** ***************n.net
  
  To Whom It May Concern:
  
  My Daughter **** * ******’s credit report (attachment A) shows an outstanding student loan balance in the amount of $145,271. Sallie Mae in the amount of $73,149.00 and MOHELA/Department of Education $72,035.00 (attachment B).
  
  Ms. ****** borrowed money to attend The University of the Arts from 2013-2017 (attachment C) using Sallie Mae as the lender for these loans, which ******* D ***** is the co-signer. To attend grad-school at ***** ******** Ms. ****** borrowed money again using Sallie Mae as the lender (attachment D) from 2018-2020.
  
  Ms. ****** received a letter in 2015 from Navient (attachment E) informing her that her student loans were transferred from Sallie Mae to Navient. Then in November 2021 a letter from Navient transferring Ms. ******’s loans to Aidvantage (attachment F). Therefore Ms. ****** does not owe Sallie Mae $73,149.00 due to above mentioned transfers.
  
  Ms. ****** requested a loan consolidation through MOHELA. In March 2023 MOHELA agreed to this request (attachment G).
  
  I am request that Sallie Mae:
  
  1 Cease debiting the Capital One Bank account belonging to ******* D ***** immediately.
  2 Refund all money with interest paid to Sallie Mae.
  3 Remove ($73,149) student loans associated with Sallie Mae from **** N ******’s credit reported in error by Sallie Mae.
  
  Your Attention to this matter is greatly appreciated.
  
  Sallie Mae has not replied to my request. and I am unable to speak with anyone at Sallie Mae.

  

  Business Response

  Date: 06/23/2023

  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: 06/27/2023

  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 received a letter from Sallie Mae on June 23 2023 stating the loans I co-signed are not eligible for forgiveness. I called the phone number included in the letter and spoke with ****, Customer Advocate. I explained my concern was not for a loan for forgiveness, but to help me with question of how I co-signed for for loans totaling $72,000.00 that are with Sallie Mae and the Department of Education that now equal $145,000.00? **** was of no assistance I ask to have his supervisor return my call.
  
  
  Regards,
  Complaint ID: 20126765
   
  
  
   
   

  

  Business Response

  Date: 07/13/2023

  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:05/20/2023

  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.

  Salle mae has been contacting my co signer and lying to him saying that I'm behind in my payments. Basically trying to get him to pay them on top of me already paying. This has caused so much grief to my life as my co signer calls and yells. He says sallie mae calls and sends emails multiple times a day.

  

  Business Response

  Date: 06/05/2023

  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:05/15/2023

  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 holds student loans for my daughter. She was enrolled in the graduate repayment program however, decided to re-enroll in classes. For the last 5 months we have been trying to get Sallie Mae to stop harassing us for payment due to THEIR error in not removing her from the graduate repayment program when my daughter completed the necessary steps to do so. Now, after over 45 days of waiting for it to be corrected based on everything they told us, they reported payment past due over 60 days to the credit reporting agency which caused my credit score to drop drastically. I have still not been able to talk with ANYONE at Sallie Mae to get this resolved.

  

  Business Response

  Date: 05/31/2023

  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: 06/05/2023

  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: 20060997
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:05/11/2023

  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.

  Sallie Mae agreed to fund, and did fund, a student loan to me in 2019. They required a guarantor, which was provided. In 2021 I declared, and was discharged from bankruptcy. I did not include Sallie Mae in the bankruptcy. Throughout the stay period, I continued to pay, and Sallie Mae continued to accept payments from me. When I communicated with them during the stay, they indicated they would not require payment from me but they would start to demand payment from my guarantor. So I continued to pay.
  
  On or about May 5, 2023 - 18 months after the bankruptcy discharge - Sallie Mae contacted my guarantor to advise they were reviewing the account with a view to releasing me and seeking payment from him. They provide no timeline for their review, nor did they copy me. This instills great concern by the guarantor because why should he be liable for a loan I continue to pay?
  
  The adhesion contract that Sallie Mae wrote suggests that they may consider a bankruptcy as a default even if they are not named in the bankruptcy (as they were not in this case), but - and this is the important part - they must provide me notice and an opportunity to cure.
  
  They have not done that. They have issued no letter to me. Instead they are putting my guarantor on notice. This is contrary to the agreement not to mention a disgusting business practice. Moreover, their customer service staff is non-responsive to the issue and transcripts show only boilerplate responses to my inquiry on this subject.
  
  This letter does not serve as a complete recitation of my rights or complaint, and I reserve the right to amend it or pursue the matter in court.

  

  Business Response

  Date: 06/09/2023

  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: 06/12/2023

  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.Sallie Mae states that they have contacted me directly. They have not. I have received no email from them, nor any mail. I have verified my address is correctly recorded through their online portal.If they are declining to address this issue to me within seven days, I am contacting their regulator.
  **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: 20048419
   
  
  
  
   

  

  Business Response

  Date: 06/28/2023

  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:05/09/2023

  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 received a student loan in 2021 for my freshman year at school. My loan was not supposed to begin payments until after I graduate. I am finishing my sophomore year and I get nothing but harassments from them, they call me and my co-signer at least 4 times daily beginning at 8am. I tell them I’m still in school and not working but they do not care. They claim I was set up to pay $25 a month. I am a full time student with no income and they are making my life miserable. They said there is no way to change my loan and defer until after school. They won’t approve me for additional years and are causing issues with my credit as I have no credit but now I have a student loan that is passed due but should not be due at all. I do not understand why they refuse to adjust my loan as I am a full time unemployed student. All I want is for them to change my loan so I do not need to pay until after I graduate.

  

  Business Response

  Date: 05/23/2023

  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: 06/21/2023

  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 called them and they tell me the account is now in default and they are not servicing it anymore.This in a nutshell is the problem with this country. How am I a full time student with no income and yet I was expected to pay on a loan during the school year when every other student has their loans deferred until after they graduate. Why then would Sallie Mae tell me they can’t change anything and I had to pay monthly because that’s how my account was set up. It was never set up to make immediate payments it was a student loan and now I can’t take any other loans out due to this blemish on my credit that should have been fixed but the company refused.Now they say they can’t fix my loan or talk to me because they do not have my account. Sallie Mae messed up aand needs to fix it but because they have govt protection a have little to no care in the world they can now set me up for failure. They never called me from the imitial complaint and I’m supposed to accept that their response is to put it back on me. No, they need to fix this or I will be forced to get legal help. There is no way they should be allowed to operate and lend money the way they do. And for the BBB, an advocate for the consumer to accept the response from a company that completely does not follow any laws or moral compasses.
  
  
  Regards,
  Complaint ID: 20037955
   
  
  
  
   

  

  Business Response

  Date: 06/30/2023

  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:05/04/2023

  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 have an excellent credit score, no loans, everything paid for, no big expenses, reasonable stable income. Applied for a loan for a pilot school program, first applying without cosigner, expecting my score would be sufficient. Loan was not approved but given the option to add cosigner, which I did, and a loan for $122,795.00 was approved with 5.250% Interest which seemed appropriate. After more talking with the flight school, I decided for other option due to other costs and risk factors. Applied for a cheaper school with a similar program but with fewer risks. Was told by the 2nd school that the existing loan with the other school could be transferred, not needing new application. Based on this, I canceled my intentions with the first school and called Sallie Mae to have the loan transferred. Was informed that a transfer was not plausible, needing to cancel and re-apply. Less than a week since I applied for the first loan, my credit was virtually unchanged other than 1 hard inquiry by Sallie Mae, which dropped the score from 795 to 789. This 2nd loan being less, $108,000.00, was automatically approved after submitting application, but this time interest given was 8.625%, almost double from the previous approved loan. Called Sallie Mae to check if was error, told that the rate increased due to hard inquiries. Changes were denied.
  
  A single hard inquiry by Sallie Mae made just days before, increased rate by 3.375%. Raising total cost over $40,000 from previous. A hard inquiry this soon seems unnecessary, and the effect of a known inquiry seems should be lowered. Having 2 new hard inquiries will make getting a better offer with another entity impossible. Have no option but to accept higher rate.
  
  Just want to highlight this scenario that is affecting consumers. I want to be able to pay for the service provided; Increasing rates unnecessarily by this much only makes it harder. This forces to refinance. Keep customers for longer and increase profits in a kinder way.

  

  Business Response

  Date: 05/24/2023

  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: 05/25/2023

  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.
  
  
  Company failed to aknowledge the existing problem with creating multiple hard inquiries resulting in higher interest rates to the benefit of the business, negatively impacting the customer and the ability to seek other fair options. They leaned on the fact the rate was accepted as is, and did not offer any fair adjustment or aknowledged the foundation of the problem / showed any interest to look into the issue as a way to prevent affecting future applicants.
  
  Regards,
  Complaint ID: 20018381
   
  
  
  
   

  

  Business Response

  Date: 06/09/2023

  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:04/25/2023

  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.

  Agreement was made to pay $900 on Friday, April 21, 2023 to bring account out of arrears. This was completed. No agreement was made to have automatic withdrawal. On Tuesday, April 25,2023, Sallie Mae then, without consent, withdrew another $900 from the bank account.
  They must refund the extra money they took and cease automatically withdrawing money.
  They also refuse to work with helping create an affordable payment or allowing for forebearance, even though this is promoted in every single correspondence in email and phone messages.

  

  Business Response

  Date: 05/17/2023

  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: 05/18/2023

  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.First, because I am the co-signer, they refuse to do anything in regards to the account  they claim it has to be through my daughter  also, they refused to give her a forbearance even though they offer that as an option. Since my complaint , they have automatically withdrawn funds from her account again  I told my daughter to simply close the bank account and open a new one and to under no circumstances, give them her banking information  they have a total disregard for human life  
  **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: 19978702
   
  
  
  
   

  

  Business Response

  Date: 06/01/2023

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