Complaint Rating:

I received an email today from sallie mae services stating that they have not received payment on an account #9117317684-1 that I thought was paid since 7-13-06 when I used the last slip in the payment book and did not receive any other payment books or statements on the account. Now, it has been 6 months since a payment has been made on that account. I called the number on the paper that I printed from the email and I had a very difficult time in reaching a real person. I finally reached Natalie but she was difficult to understand due to her heavy accent. I was unable to get the information I needed from her. She was not helpful nor patient with me and diverted the issue by going into selling mode for insurance.

My concern is that 6 months have lapsed and I have accrued late charges. I asked for a payment book or statement to be sent by mail. I explained that I must have these things mailed to me so that I can keep up with my payments. They stopped sending me a bill. I want to know why? I also want to know why they have not contacted me by phone or mailing address? I want to know why they expect me to pay late charges for their negligence in getting the bill out to me?

I don't understand their intentions in stopping issuing of payment books or billing statements. How else can they expect for their customers to keep up with their bills and the due dates etc? I am a very busy person. I work all the time. I just happen to be home on vacation until 2-6-07 in which I will return in my work and then it is almost impossible to reach me. I have three children in which I have student loans on. I have to rely on the payment books and billing statements to help me keep up with my bills.

I was off from work today and I had a difficult time in opening the pdf file through the email but I finally figured it out by entering all of our social security numbers one by one until it opened with the correct one. I was hesitant in using the ss#'s but the instructions were that the ss# was the password to open the file. Anyway, I was lucky to open it and discover this problem. I am sick. This should not have happened and I want answers to how to fix it. The agent, with sallie mae, could not or would not help me. She wanted to sell insurance.

I emailed them back by replying to the email I received in hopes that they would call me back but they have not as of yet. I am awaiting a payment book so that I may continue to pay on these loans I thought were paid.

I hear of so many student loans not getting paid but I understand now that if sallie mae and others like them do not send out billing statements or payment books to these people, they do not know to continue paying on their loans or perhaps, like myself, think they must be paid in full.

I hope someone can help me on this matter. I want to get this paid off as soon as I can but I have wasted 6 months and now I have late charges charged to me. I want the late charges taken off and sallie mae to send me proper billing through the postal service only. This way I can be assured that I receive my bills.

Sallie Mae
PO Box 9533
Wilkes-Barre Pa 18773-9533
888-272-5543