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:04/24/2023

  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 filing this complaint on behalf of my mother* ***** *******
  she is co-signor on some student loans my daughter has with Sallie Mae. These loans are deferred since my daughter is currently in school. Sallie Mae calls my mother and harasses her every day. I have spoken with them on several occasions about this harassment of an 85 year old lady, but they refuse to stop this harassment. My mother co-signed these loans many year ago while she still worked. She is now retired and on a fixed income. I explained this to Sallie Mae, but they don't care. I just want them to leave her alone. Thank you for your time in this matter

  

  Business Response

  Date: 05/16/2023

  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:04/14/2023

  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.

  On November 4, 2022, my sister passed away. Shortly after I contacted Sallie Mae as we were working to get her affairs in order. The denied my request to send in a copy of her death certificate, stating they no longer need that, which was fine. Fast forward to tax time and my brother in law needs her tax papers to file their taxes, per the request of their tax advisor. I called for two weeks and was told it was being emailed to her account, which we still had access too. We could not find it, I called back and they said it was still in the processing phase. My brother in law called on 4/13/23 and they told him to check her email. He called back a couple of times stating it was not there. I called in on the same day, the individual I spoke to asked me why I needed her tax information if she was deceased. I was appalled by this response. Today, 4/14/23, my brother in law is going to file his taxes and we still cannot find the paperwork and they tell us now that my father needed to call in. It has honestly been the worst experience I've ever had with customer service especially with this situation. All we were asking is for them to resend the documentation to her email and they were rude and just not helpful at all.

  

  Business Response

  Date: 04/28/2023

  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:04/14/2023

  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 had many loans with Sallie Mae. Most are now paid off. I got a loan recently. I went overdue past 60 days and they reported this to the credit reporting agencies and it lowered my score by 120 points!! I never spoke or corresponded with anyone during this time. They have auto debit setup on my other accounts, and I set it up as well on this account. Was completely unaware I was late until my credit score dropped. I called and explained the situation and they did not offer me a resolution to the credit reporting problem. I am seeking a removal of this negative action against my credit.

  

  Business Response

  Date: 04/20/2023

  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: 04/28/2023

  Better Business Bureau:

  
  
  
  

  No response was received. This is a good example of why I filed my complaint. They destroyed my credit without proper notification.

  
  

  Regards,

  
  

  Complaint ID: 19935069

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 05/15/2023

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

• Initial Complaint

  Date:03/26/2023

  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 was told I would have a full loan from Sallie Mae for a little over 9,000. I was waiting for my last disbursement for my school SNHU, it was never disbursed. I called twice and was told it was because my school didn't certify my disbursement, but when certify I would receive the money for school. I then called Sallie Mae literally two days later and they stated I had frauded them. Like what? All my info included my co signer was right I had already received my other disbursement. Just a big run around with them, and now I have to fight for the money for school! Don't use them

  

  Business Response

  Date: 04/03/2023

  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: 04/04/2023

  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.
  
  
  This is a follow up. So after I explained that both me, my child, and husband's information got stolen and tried to open a loan in my name with sallie mae including credit cards in my son's name and bank accounts hacked into they still didn't believe me. They said I must have did it because it benefited me. Wow! I had to send proof of myself and husband as he is my co signer, numerous phone calls they still denied me my last disbursement!They didn't try and help or fix not even an apology! They didn't care I need that last disbursement for my education. Oh and on top of that they told me to begin with I just needed my school to certify my loan, they told me that for 3 days before they said it was fraud. DO NOT TRUST THEM!! DON'T THEY LIE AND DON'T CARE ABOUT THE NEEDS YOU HAVE! I will have the lawyer I'm working with for my identity being stolen speaking to them. Their fraud!!!
  
  Regards,
  Complaint ID: 19854194
   
  
  
  
   

  

  Business Response

  Date: 04/25/2023

  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:02/07/2023

  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 corrupt and it needs to stop.
  I have private student loans with them and am expected to pay an unreasonable amount each month. I have to pay rent, bills, child support, car payment, and am expected to pay $600-$800 a month to sallie mae. In addition, the amount I pay is variable, so I cannot even plan for what I will be paying. The expected amount is too much. I am a teacher, a good person, and make less than $60,000 a year. What they’re asking me to pay I literally do not make enough to afford if I want to pay my living expenses as well. Teachers should be supported, not made to go bankrupt. I have tried to call them and work something out to pay less and they have no interest in working with me. I am not looking for forgiveness, but support and reason based on my income. They need to offer income-based repayment like federal loans do. How can they continue to get away with this?

  

  Business Response

  Date: 02/21/2023

  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: 02/23/2023

  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.
  The fact that they won't even respond to this complaint says what
  kind of company they are- inconsiderate of people. The way they treat or
  support clients should not be allowed to continue. After speaking to 4
  different people on the phone, there is still no resolution to our request for
  payment support except to not pay. They indicated once we don't pay, or default
  on our loan, then they can offer other options for support in lowering the
  payment. So they want me to default on my loan, ruin my credit, and that is the
  only way they will help me. I am trying to be proactive and get support with a
  payment plan that I can afford, and Sallie Mae has in no way been supportive.
  They allow students to sign on to loans when they need to finish school, when
  they are desperate, then have no way to help them repay them with a reasonable
  effort. They have not once asked me for salary information, other bills, etc.,
  and if they did they would know what they are asking me to pay is too high. 
  
  Regards,
  Complaint ID: 19363075
   
  
  
  
   

  

  Business Response

  Date: 03/06/2023

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

• Initial Complaint

  Date:02/07/2023

  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.

  Okay I know that you guys are aware of how much Sallie Mae is cheating us students. But why I am complaining is because that I made my payments, I have proof. They kept calling me over the Covid period and I was cut on hours because of the pandemic, and they have a strict policy at work if they tell you have to take off you cannot argue you have to. Well, I did make a compliant the other day about Five lakes law. I was not getting anywhere with them at all well anyways, I feel like I shouldn't have to pay out of my own pocket for someone else pit pocketing my money or not putting it on my account right. Sallie mae employees wouldn't like it if I pit pocked their paycheck know, would they? I feel like there should be some consequences down I know there are other complaints like mine when is it going to stop. Mine is only about roughly 7,000 but that is not what I make in a 12-month period I'm lucky anymore if I have a full paycheck because they love locking us out of our work accounts and we can't work then have to call the help desk that is a different story., Now with the five lakes law I canceled with them and they did refund me the 226.00 they owed me. But that will not even cover my loans or even a payment now probably. I want some resolution to this I do not want an automatic response. Someone one needs to fess up and or pay up. I have done my part and I shouldn't have to be in the position I am in because someone can't do their job or doesn't want to and take my money and run with it. I mean I see other people talk about the same complaints so I'm not making it up it happened. Why can't someone for once get consequences for their actions now I do have some receipts back to where I was paying them then five lakes law, I can add that on here for you but still Sallie Mae telling me I didn''t pay when I did.

  

  Business Response

  Date: 02/27/2023

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

• Initial Complaint

  Date:02/01/2023

  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.

  We continuously receive phone calls trying to reach someone that use to live in my household. Not a family member, a person we were helping out. We have not been in contact with this person since 2015. It appears this person must have defaulted on her student loans. Every time I received a call from Sallie Mae I informed I no longer have contact with this person to stop calling my number. This has been going on and off since 2015. The last straw is, on January 27, 2023, my son, husband and I received a call from Sallie Mae. It was bad enough I was being bothered, now my family are receiving calls. I told them again to stop calling us that this was told to them before and the account should be notated and all phone numbers removed. Sallie Mai is now breaking the law. I was asked what phone numbers they are calling and would notate the account. Today, January 31, 2023 I received a voice mail again asking for this person who we have not had contact with since 2015. We should not continuous receive calls when we have nothing to do with this debt.

  

  Business Response

  Date: 02/14/2023

  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.

  Customer Answer

  Date: 02/15/2023

  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.
  **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.
  
  When Salley Mae reached out to resolve I told them again I do not want my family nor myself be contacted again. I was told "we will do what we can". This statement is not resolving the issue. 
  
  
  Regards,
  Complaint ID: 18961428
   
  
  
  
   

  

  Business Response

  Date: 02/28/2023

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

• Initial Complaint

  Date:01/30/2023

  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.

  There were are currently two open student loans that are currently being paid back. The problem is that my daughters accounts has a cosigner on both to which were cosigned by my now EX-wife. My daughter and I have been in communication with Sallie Mae since the payments are being paid by my daughter and myself. NOT the ex wife.
  We tried to request for the release of the cosigner and due to a banking issue payment lapsed- Account is on automatic draft. when checking some times the automatic draft is no longer on there causing us to add it again( is this really our fault? not the first time) causing past due payments! Since the release form was submitted not once but twice- it was declined. However, instead of all the documents submitted we were informed that the only way to remove the cosigner is to transfer the loans to another company. Even when we sought to have, mom listed instead.
  Now, all we want is to have the co signer released without any penalty and continue to pay off the balance monthly as we ( daughter and I) have been. in exception to one lady today, Sallie Mae has poor customer service, lack in information, ridiculous hold times and transfers without notice after being on hold forever. We are paying above the minimum amount to pay this off. To which, I as the parent ensure payments are being made. Money is not the issue on repayment.
  Some representative also stated that once the cosigner release form is decline we are pretty much screwed and nothing can be done.
  Get it together SallieMae!

  

  Business Response

  Date: 02/23/2023

  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.

  Customer Answer

  Date: 02/27/2023

  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.my issue was not resolved. I was made to feel so uncomfortable by a lady advocate. There was no proper assistance and different information provided by different agents. I have sent communication to the higher personnel on this for there is blatantly no want to assist me in this matter.they did not address my issue. That is completely false.
  **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: 18953996
   
  
  
  
   

  

  Business Response

  Date: 03/08/2023

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

• Initial Complaint

  Date:01/24/2023

  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.

  On Fri, Jan 13, 2023 at 2:14 PM wrote:
  My daughter has private loans with Salle Mae! Her intention is to pay those loans off however……every month the payment goes up! She is a PUBLIC SCHOOL 4th GRADE TEACHER!!!! The pay she receives barely covers her living expenses!!!! Now these loans are taking OVER HALF of her pay check! This has to be stopped! Yes we agreed to the loans to get her thru college! But expecting her to pay the loan with over half of her earnings is NOT RIGHT! She pays for her classroom expenses and extras that is needed at times! She puts up with CRAP from parents who DO NOT DISCIPLINE their kids and she is expected to pay a loan off that is almost as much as she is being paid! Salle Mae needs to be looked into and this situation needs to be resolved! Yes she will make a payment EVERY MONTH ON TIME!!!!!! But the amount needs to be lower and fixed! I am one HOT mom! Someone needs to help my daughter
  
  

  

  Business Response

  Date: 01/26/2023

  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:01/18/2023

  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 payment continues going up with no warning. They advised me to be late on payments so my account wouldn’t be up to date, then collections would reach out with other repayment options. Their collections or managers never reach out.

  

  Business Response

  Date: 02/07/2023

  Thank
  you for your message. In the interest of protecting the privacy of our
  customer, the Office of the Customer Advocate responded directly to the
  customer via the U.S. Postal Service to the address we have on file. Please
  note the address on the complaint does not match our records. If an address
  change is needed, the customer may contact our Customer Care Contact Center at
  800-472-5543 or update contact information via their online account at
  Salliemae.com.  Regards, the Office of the Customer Advocate.

  Customer Answer

  Date: 02/08/2023

  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.The business did not make any form of mail contact. They did add false documents to my account stating that my requests for forbearance or the graduated repayment plan was denied. I did not make any recent request for these programs like the documents state. They are trying to cover their tracks and show they did all they could when they in fact have done nothing. My payments continue to go up. I have a variable interest rate and according to SallieMae, that is what causes my payment to rise. However, from my research and understanding, a variable interest rate doesn’t mean a rising payment it means the percentage of a fixed payment’s interest and principle changes. So the payment may be $500 but with a variable it will not rise rather a higher percentage of the $500 will go towards interest and the remaining towards principle. 
  **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: 18832738
   
  
  
  
   

  

  Business Response

  Date: 02/23/2023

  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.