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Sallie Mae

Customer Service Ratings and Comments

Sallie Mae is ranked #82 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 49.19 out of a possible 200. This score rates Sallie Mae customer service and customer support as Disappointing.

NEGATIVE Comments

19 Negative Comments out of 23 Total Comments is 82.61%.

POSITIVE Comments

4 Positive Comments out of 23 Total Comments is 17.39%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • Excellent trick for talking to humans, this saved me alot of time. Unfortunately, Sallie Mae is still as ignorant as ever. I lost my job in November of last year and am behind on payments. After speaking with 7 different people, I found a loan department supervisor who was willing to settle my account for a one-time payment that day. I GOT DISCONNECTED IN THE MIDDLE OF NEGOTIATION. When I called back it was "impossible" to be transferred back to that same supervisor. I spoke with another supervisor and I finally offered a settlement of 85% of the total outstanding loan balance. "There's absolutely no way we can do that." Lets see here... what's better? 85% of what I owe UP FRONT TODAY, or I use that money to pay other bills and I default on the Sallie Mae student loan and they collect a mear miniscule fraction of that owed money. No wonder Sallie Mae (US government) is in the crapper...Thanks for all your help Albert, Nora, Dexter, Max, Dennis, Michael, and Martin! Funny how those names don't sound quite as middle-eastern as their respective owners did...

    Anon 3/4/10 2:30PM

  • I have a few loans with Sallie Mae. I have a question that I can't get answered by reading the FAQ, so I emailed them. The email team says to call the number. I call the number. There's no answer on the VERY LONG PHONE TREE. So I email them again, and tell them I need an ACTUAL PERSON to talk to. They give me the same number. There is NO phone tree option for a human being, whatsoever.

    How can I arrange giving them my money when I can't even talk to someone when I need to?

    upsetgrad 3/2/10 1:00PM

  • Sallie Mae took payments out of my savings account twice after I cancelled the auto debit. They didn't take the payment amount $120.00, they took $488.82 each time. I started the auto debit and then sent in paperwork to lower my payment so called 2 days after I agreed to the auto debit and cancelled it. 2 months later January 2010 they auto debited my savings account $488.82, I called immediately and cancelled it again, a second time. February 12, 2010 they auto debited my savings account again, I call and demand cancellation and the money to be returned this time. LOL. The first time they illegally took money from my account the customer service rep agreed that it had been cancelled, we agreed on the date that it had been cancelled but "sorry we can't fix that glitch". The second time I am told to fax them my bank statement showing the NSF (insufficient funds) charge and they would put the money back including the fee within 7-10 days. LOL. Today is the 25th and still no return of the money. I call and I am lied to repeatedly, "didn't receive the fax" but then the supervisor reads the fax that to me, then I am told that they would return my $25 but not the payment that they removed, Illegally. And the supervisor hung up on me.
    Do not use Sallie Mae, work part time, beg borrow from family, these people are crooks and liars.

    Lisa B 2/25/10 6:09PM

  • I will never go through SallieMae again this has been a complete nightmare.

    Anonymous 2/22/10 7:46AM

  • Sallie Mae is the WORST. I curse the day I ever got under their grip. I was 21 days delinquent by $92.00 and their website totally shut me out. I went there to make my payment and get my 1098 but even after I did I couldn't look at my 1098 letter online. I called Customer Service except it wasn't, it was their delinquency line.The rep said she couldn't tell me anything because "I was in delinquency status." She couldn't e-mail me anything, she didn't have access to email. She couldn't tell me why I couldn't get my form that would be Tech Service. Except she couldn't transfer me to Tech Service because..."I was in delinquency status." I asked her whether she could see that I had just made a payment and she said "Yes" but she couldn't do anything else because...you guess it. She must have said that over five times(I KNOW I'M DELINQUENT U STUPID COW, that's why I need my 1098.) wanted to reach through the phone and slap her. I have two years after this and next semester, I think I'll become a hooker rather than deal with them.

    I'd Rather Be a Hooker 2/15/10 1:42PM

  • Unable to get hold of anyone, would not allow me to print or down load tax information online. I gave up still need my information.

    NTMYPRBLM 2/6/10 9:13PM

  • It has taken six months for me to finally get my account brought not only to current but all false reports removed. They used terms to try and force me to aquiesce to their rude statements and make me stop calling. I did not. Get Ombudsman involved, they are in every state waiting to get your problems resolved for good. Get the senator of your state involved. They have no excuse to ignore this shark anymore. Once Sallie Mae knows we're turning important heads towards them they will fear US and not the other way around.

    If they are messing up your information get tenacious. Grab a hold of someone you can rely on and keep calling them every week. Keep at them and they will fix it,as they will eventually get tired of hearing you call. They might even hang up on you...just call right back. They deal with the futures and funds of students,and should act accordingly.

    I suppose the issue is the loophole that allows them to raise the interest rates without being FORCED to keep them at a lower,non-usury rate(aka less then 1% or none at all). This is a very unusual situation,and if the students cry out loud enough and long enough to the right faces things will change.

    This page has helped me get to a person 15-30 minutes faster then using the SM phone tree of doom!

    FrustratedStudentBorrower 2/6/10 12:46PM

  • They are horrible. Just horrible. Their "Manage Your Loans" online center is useless and every time I call up them I get someone who speaks broken English. I'm getting very inaccurate statements in the mail from them that don't match up with what they're telling me online and I doubt that's accurate. I just saw online that said I was past due on an account for over 40 days. The statement I received in the mail just a few days before said I was current and owed no past due amount. I can't afford to be making about ten payments per month. The U.S. Attorney General and the Consumer Protection Agency needs to step in!

    Anonymous 1/29/10 6:40AM

  • We have been paying our daughter's loans on time. Sallie Mae continues to credit the wrong account. I have called 3 times in the last week and have been assured that the problem has been addressed. This has been a recurring problem over the last 6 months. each time I call I am told that the problem has been addressed. We continue to get calls reference a delinquent account. Each time I am called I have to go through the same procedure, however the problem is not handled. I am frustrated because Sallie Mae states my account is past due. It is not and have paid my bill on time. I am unable to get in contact with anyone that can help. The only people I get are call centers outside the United States.

    John 1/20/10 11:36AM

  • They are SORRY, sorry, sorry. I have paid for 8 years on a loan and now owe more now than I borrowed. I could have bought and paid for many cars by now! They are a sorry excuse for a company and the customer reps are even worse!

    Anonymous 1/13/10 2:27PM

  • This company is a legalized loan shark an should be shut down by the government!!! I paid the principal of on a loan that was paid up to 12/2011 and they still want more. Now they say that the loan is paid to 01/2012. My education taught me that this is a form of usury! They need to be investigated now!!! I'm just the co-signer clearing up my dead ex wifes debt.

    FKCIII 1/9/10 2:16PM

  • I have constant issues with Sallie Mae. It is very difficult to get a hold of a human to help you and give you information. Average wait times are about an hour. You have to leave a call back number. So if I try to call during my lunch break and resolve some issues, then I'm not able to handle it once they get around to returning my call.

    Also, I have never been able to open my account statements through Adobe.
    AND the login section is screwy for lack of a better term. It is difficult to retrieve user name/ password info and also difficult to change them if needed.

    Anonymous 12/30/09 11:58AM

  • I'm waiting for my loan to be released to me. I was able to get the release date information via the automated system. I also needed to request a new payment book. I followed the "links" to the customer service rep and was told the wait time was 46-57 min. I gave them my number to call me back. I actually missed the call (couldn't get to the phone quick enough) but within two minutes they called again. I was put through to a rep and my question was answered. The rep's English was fairly good. A little hard to understand. I agreed to do the survey but he hung up on me instead of transferring me.

    Anonymous 12/30/09 10:57AM

  • awfulllll...i cant get signed in to pay my bill online...awful customer service

    micay 12/29/09 12:58PM

  • Awful. My name and my co-signer's name got reversed. For 2 years I have been trying to get it fixed because I can't consolidate my loans with this error. They transfer me to several departments and usually I get disconnected. Good luck.

    anon 12/18/09 3:36PM

  • Sallie Mae is the worst - ever!

    They charged me twice in one month 'by mistake.' After the first time I called about receiving a refund they were apologetic and told me a refund check would be shppied overnight.

    10 days later and 16 phone calls - NO CHECK!

    Every time I call I am transferred until I reach a disconnecting line. I am making my payments on time so I expect better service from this company.

    orwell33 11/4/09 7:14AM

  • Horrible customer service. Takes FOREVER to reach a person, and then the call center is outsourced overseas (Philippines?) and they can't actually do anything to correct a problem. I keep getting letters/email requesting changes to load docs, yet when I call the customer service number they say all is good and the letters should stop. Then why do I get another letter the next week. I hate them.

    Anonymous 10/23/09 7:18AM

  • calling sallie mae is the biggest headache ever- my mom pays all the bills, but my dad's name is on the account so they won't give her any answers when she calls! I understand that they are protecting our privacy but their has to be some way for my mom to be able to get her name on the account right?

    Anonymous 9/30/09 1:02PM

  • I'm sure the folks in India are very nice, but there sure seems to be a communications issue when we're talking about my loan account. I am beyond frustrated with trying to rephrase each question four and five times until the person on the other side of the world actually understands what I am asking...and when I request a supervisor, I'm transferred to the call center in...TEXAS? Why couldn't I just talk to them in the first place?!?

    redwingsfan 9/11/09 3:30PM

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  • Your customer service is most excellent!

    Anonymous 11/5/09 2:20PM

  • My support rep was helpful and they did call me back within 7 minutes.The voice communication system was delayed several seconds because I was talking to a rep in another continent which made the conversation somewhat difficult. His english was very good,it was just the delay.

    mb 11/3/09 11:46AM

  • I spoke w/Reina today and she was very helpful. The best part was she spoke English!

    Anonymous 10/28/09 6:43AM

  • On Friday the 26th of June I called with a question. 1) I liked the unusual choice of being able to be called back when it is a busy call center time. 2) My rep was very kind and knowledgeable and answered me very well. Unfortunately I did not have the time to answer a survey about his service. I hope this will help.
    Uriel Goffin, New York NY

    Anonymous 6/29/09 6:16PM



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888-272-5543
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Complete Sallie Mae customer service phone numbers and contact information at ContactHelp.com
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