Sallie Mae has the very worst phone customer service that I have ever encountered. Yesterday I was on the phone with the them for 1 hour and 55 minutes, was transferred at least 7 times, NEVER got to speak to a supervisor or anyone else who knew what was going on and still did not get my problem solved. I like to have my bills automatically debited from my account. It is easier for me. I requested the appropriate forms from Sallie. They emailed them to me and I intened to fill them out and fax them in to Sallie. The forms they sent had the wrong fax number on them. I had to call and get the correct #. I faxed them in March 29. Then, they never told me that it would take a month to process the forms, so I was charged a late fee for April's payment. I called in to see why I was being charged a late fee and was told that I hadn't paid and that it would take a month to process my forms for automatic debit (which they had recieved), but the May payment would surely come out of my account. I also had sent the paperwork in to have my husbands Sallie payment debited from our account. They could not find his form. Finally they noticed that it was filed under my account. The girl I talked to put his paperwork with his account. Now to yesterday. Got another paper in the mail saying I was late on payment and would recieve a late fee charge. Called Sallie. The first 6 people I spoke with said that they could "see" where I had sent in the debit paperwork, but that it had not yet been processed and they did not know why, but it would be at least another month before my account would be debited. I could either pay on the phone and be charged $14.95 for doing so or incur a late fee. It took 3 transfers to get someone competent enough to take my money on the phone. Then I was told that I had to be transferred to the "Orientation" department to reolve the debit form issue. When I was finally transferred to the "right person" (and I use that term very loosely), she told me I had sent in the wrong form, she needed the "blue" form. Now, the form I sent in for my husband that they initially lost had been processed without complication and Sallie was debiting our account for his Sallie payments. The form were exactly the same, yet this girl told me I had sent in the wrong form and needed to resubmit! I kept trying to tell her that I had sent in the same forms and that it worked for my husband. She kept putting me on hold so that she "sould speak with the superviser" yet I was never allowed to speak with the supervisor. After 1hour and 55 minutes, I was told that she would forward my form to "processing" and that it would take 7-14 days to "process." So, I still do not know if my account will be debited next month or not.
What the heck! I am trying to give these people my money and they make it so complicated! It is more beneficial to them to screw people over and charge ridiculous fees than to simply be competent. What a joke!!
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