Sallie Mae – Consumer Complaint – February 20, 2014

Consumer Statement:

I had Federal student loans and private student loans through Sallie Mae. My federal student loans were all fully discharged due to total and permanent disability but not my private student loans. Sallie Mae allows borrowers to view their loan accounts online UNLESS they’ve had a loan discharged. Then, according to the way their legal department has set it up, you are denied access to view your private student loan account balances, payments, and how and when payments were applied. No access. Period.

Consumer Action Taken:

I have spoken with several individuals about this at Sallie Mae. One told me they didn’t know this was a practice. Another told me it was a long standing IT department glitch they can’t resolve, and a manager told me that’s how Sallie Mae’s legal department wants it. I asked if they could send me my loan information via email and I was told all I would get that way would be a link to my online account that I am not allowed to log into because I had a federal loan discharged. I tried to argue that these loans were different; that they are private student loans I am still paying on and I want to see what activity is taking place on them on a daily basis if I want. As it is, I can rely on monthly paper statements that don’t tell me once I have made a payment exactly when that payment was applied. For that, I have to call and rely on word of mouth from some likely under paid customer service representative. Given th at I got three different answers as to why I can’t log into my account online, depending on a customer service rep to give me accurate up to date information is dubious at best. Is this legal for Sallie Mae to deny me online access to active loan accounts because some other kind of loan account with them has been legally discharged? I take great issue with this.

Date This Problem Happened: February 18, 2014

State You Live in: Tennessee

Race/Ethnicity: White

Age Range: 51-65

Total Amount of Fee Paid:

Company Name: Sallie Mae

Company Address:

Company Telephone Number: 888-272-5543

Website of Company: salliemae.com

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