Friday, July 07, 2006

Sallie Mae Outsourcing Sucks!



Unfortunately, they are handling my school loans that just became due. And their billing system jacked up my payments. I made two payments in May that got misapplied to the wrong months. So I get a letter saying there is a past due amount. [!]

I am anal about my money and bills and I always pay early and I overpay. There is no way that there is a past due.

So I call customer service, get a rep by the name of Ebony [who I am sure I spoke with before], and she says she has to transfer me to a specialized service rep. Yep, you guessed it; that sent my call to India.

Some dude with a heavy Indian accent by the name of Michael. Call starts off ok, then when I tell him I am disputing the late fee and past due amount, the tension starts.

The jist of it is, he tries to tell me that one of the May payments got applied to April, and there was no June payment. I keep meticulous records and had my checking account online up so I could recite dates sent, check numbers and processed. He argues with me, contradicting hiself that no April payment was received, yet one May payment was applied to April, since none was received for that cycle. Total BS. I have the cancelled check to prove it.

All throughout the conversation, his accent made it difficult to understand what he was saying. He often repeated the same thing over. Finally I had enough and asked, 'are you outsourced in India?'. Long pause. He confirms he is. My patience gone, I tell him, 'I need to speak to supervisor, or someone who speaks English'.

Yikes! I can't believe that came out of my mouth. But then again, I had had it. I am sick of companies outsourcing stuff overseas. The manager who came on was slightly better with the English language. The issue STILL unresolved, I told him to mail me my entire transaction history. So we'll see what happens.

This little encounter has encouraged me to get my loans off of Sallie Mae.

Even their website is difficult to use. I can't remember my login and password and it refuses to resend it to me because it says it already exists when I try an enter my info. If you call in, you're put on eternal hold, and transferred to India. I think people should start boycotting companies that outsource their customer service.


I am going to Wells Fargo to see what I can do. I, knock on wood, haven't had any issues with Wells the 13 years that I have been with them.

Sallie Mae, you suck major arse and I hope a lot of people see this!

Ok, rant over.

18 Comments:

Blogger Helen the Felon said...

Hey, remember when that company you still work for was offering the super-cheap rate to call India, and every single person who called us was from India for like six months, to the point where we all walked around saying the most fucked up shit we could think of in fake Indian accents all the time? Yeah. That was awesome.

July 07, 2006  
Blogger Big Daddy said...

What's even more sad then that, I still remember the rate per minute, 66 cents. Oh and 'Patel' is like 'Smith' over there.

July 07, 2006  
Blogger hot babe said...

I've gone thru Wells Fargo for all of my student loans for law school & they've been great so far. And if you've already had 13 good yrs with them... well, bah-bye Sallie Mae!

July 07, 2006  
Blogger Meredith said...

Sallie Mae are horrible. I tried to conslidate my federal loans through them a week before the June 30th deadline of rates increasing. They said they'd email me the letter for e-signature that day. I didn't get it so 2 days later I called up and asked for it again. I also asked customer service why I didn't get the 1st e-mail and they had no explanation. I finally got the e-mail on July 5th way after the rates went up!!! I went through Mohela. SALLIE MAE ARE IDIOTS!!!!

July 08, 2006  
Anonymous Anonymous said...

Sallie Mae completely fucked up my payments as well! They have been applying my payments to the wrong loans, regardless of what billing group number I provide on the check! They continue to harass me via telephone by calling anywhere from 5-10 times PER DAY!!!

I started a website to help expose Sallie Mae for what they REALLY are: a dis-organized organization that needs to be investigated by the Attorney General.

http://salliemaebeef.com

March 10, 2007  
Anonymous Anonymous said...

I came across this WONDERFUL ;p blog by googling "Sallie Mae outsourcing India." Back in the late 1990's & early 2000, I'd call Sallie Mae and the ENGLISH speaking people I'd talk to were very helpful, knowledgable, efficient, and articulate. Now, I waste a lot of time on the phone with a Sallie Mae representative repeating: "What did you say? Can you repeat that? I can't understand you." The Indian fellow on the other end of the line does the same. I have to hang up repeatedly and call again with fingers crossed hoping the next person I get has no accent and actually understands my question. I am beyond frustrated as it takes me WEEKS at a time to fix mistakes THEY'VE made on my account. I spent 2 hours today & a couple hours yesterday dealing with them.

June 21, 2007  
Anonymous Anonymous said...

Those bastards from Sallie f***** Mae had the gall to send me a letter in regards to a complaint I made on the BBB.org website
Those turkeys were the ones to keep me upset by sending me delinquent notices everytime I paid through their stupid website, but they don't seem to do that when I mail them a freakin check. I don't know what their problem is. Anyway, I didn't even read the letter they sent as I opened the letter just a bit to see that their stupid letter was regarding the BBB complaint. How dare them!!! Who do they freakin think they are!!? They better not harass me ever again

March 03, 2008  
Anonymous Anonymous said...

My recent letter to sallie Mae

I am writing you in regards to student loans that I currently have with your company. Over the last year I have experienced nothing but trouble and inconvenience while dealing with Sallie Mae. Yours is a company that seems to care more about making and saving money than understanding the importance of customer satisfaction. It is truly a sickening feeling to be in debt to a company that chose to take jobs away from hard working American’s and give them to uneducated foreigners that have no concept of the English language. While attempting to resolve a seemingly simple issue involving a wrong social security, I have that the displeasure of dealing with these individuals on a weekly basis. No matter how slowly I speak, or how carefully I enunciate each word I am always asked to repeat myself. This of course is immediately followed by my request for them to repeat the question due to the fact I can not understand what they are asking. This back and forth dance of confusion goes on for about ten minutes until I am transferred to another department, where we begin the dance all over. I came very close to having to take a drastic hit on my credit score because of an inability to understand a simple request.. This is after I repeatedly faxed and abundance of documentation supporting my argument to several different department and self proclaimed “supervisors”. I hope when/if you watch the news and see the state of our economy you stop to think that you are a contributing factor to the imminent recession our Country is about to face. Your company is a tick, a tick that is merely sucking the blood out of the heart of our Nation. I can only ask you to remove yourself from the list of outsourcing companies, return these jobs to the American citizens, the ones who actually utilize your lending service and help restore financial balance to YOUR Country! If restoring these jobs back to Americans mean an increase to my interest rate then please sign me up as soon as possible. I will continue to pay off my loans in full, and on time, as any hardworking American would do. I will also continue to share my story with family, friends, coworkers, fellow veterans and frankly and stranger who cares to listen. As my mother once said, “I’m not angry, just very disappointed.” Good day and God bless AMERICA!

March 14, 2008  
Blogger Den said...

I find you blog very interesting. Although, the company has a good profile, some of its clients are still dissatisfied either with the conditions offered by the company or the level of services. The representatives of the company also tend to come to people’s homes and demand the payment of the debt. Sometimes, they may even send police. On the www.pissedconsumer.com you may find even more customer feedbacks about the company.

July 10, 2008  
Blogger lichen said...

You should try to keep in mind that it is not the Indian employees fault that there was outsourcing! It is the corporation's decision to do it, aided by right wing government policies in America. It is very fucking racist to try to claim, further, that these people "cannot speak english." They wouldn't have been hired if they couldn't, and given the fact that they were colonized by England, they certainly were able to adequately learn, whether you find their accent easy, or not. These employees, actually, are working under very terrible daily conditions with very little reward and no long-time security, so ranting at them and insulting their speaking really doesn't help anything, let alone bring good jobs to America.

August 29, 2008  
Anonymous Anonymous said...

I just got off the phone with Sallie Mae and had the exact same issues. I could barely understand what the person was saying, had to repeat myself and rephrase my very simple question (Did you receive my deferment documents and have my loans been put back into deferment) and finally hung up because it was impossible to get a straight yes or no. It was clear all the person was doing was repeating words from a transcript of possible answers to tell callers.

There is nothing racist about the initial comments made. Being frustrated because an American lending company outsourced their customer service to another country, where the service reps can not speak clear English is merely stating a fact. For your information, Racism is defined as hate and intolerance for another culture. At no point did anyone say that they hated anyone or even were not tolerant of anyone because of their race. When English speaking customers are calling an American company to receive information about their loans or whatever, they should be able to get information without a battle to 1) understand clearly what the rep is saying or 2) having to repeat things over and over for clear understanding. There is not a racist thing about that...and to suggest so is ignorant.

December 01, 2008  
Blogger Big Daddy said...

Word, Anonymous 12.1.

December 01, 2008  
Anonymous Anonymous said...

OK I wrote a couple of days ago about my frustrating experience with Sallie Mae...so the plot thickens...Now, not only am I still trying to figure out whether or not they have all my ducks in a row, I am getting calls every day regarding my interest in a Sallie Mae Mortgage...apparently the student loan division forwarded on my info to them...UM I NEVER inquired about any such mortgage, especially while trying to resolve my student loan issues...GRRR

December 04, 2008  
Blogger Meredith Shadwill said...

Hey, any tips on how to move your loans from them to somewhere else after you've graduated WITHOUT it looking like you defaulted? I'm really dissatisfied with their service, but I don't want to ruin my credit just to take my business elsewhere. Thanks!

February 11, 2009  
Blogger Big Daddy said...

@Meredith - Not sure. I think you can talk to your bank and see if they can purchase the loans.

February 11, 2009  
Anonymous Anonymous said...

My problems started back in July when we got a payment book. I called them and said still in school,asked them to MAIL a form so I can defer payments. They e-mail it to me, I can't get it due to problems with internet plus I had said MAIL it. I have called at least twice a week since than have gotten people I can't understand every time and have been told something different every time!!! Now the loan is late and they say I have to pay a fee. I will never recommend this company to anyone they suck!!!!!

August 18, 2009  
Blogger Debera said...

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Debera


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August 22, 2009  
Anonymous Anonymous said...

So frustrated is ALL I can say. Sallie Mae just bought CitiBank student loans. I have never had any trouble with paying my student loans, always on time, no problem. Sallie Mae BEGAN sending my payments two months late and promptly applied all the late fees to me! In order to get those reversed I had to pay the fees and call back the following month to have a “team” review it and hopefully reverse those fees! What kind of business is this? I am still calling EVERY month to figure out why they send me two of the same bill with different due dates in the same month. They are disorganized and unethical.
Didn’t we as a country pay Sallie Mae and Freddie Mac millions of dollars as bail out money? Why are they now giving Indian’s our tax dollars? Why not put that money back into OUR economy? Sallie Mae also owns my home loan, which is upside down and they have refused for two years to refinance it. You never intended to help Americans in this failing economy with the money given to you, just stash it in your pockets! THANKS Sallie Mae for NOT supporting this country, for taking our hard earned money, paying YOUR top executives 2 million dollar bonuses and outsourcing jobs to India. In the end, you have ruined families, ensured that our children will not get college educations, smashed our hopes and dreams and truly pissed us off.
Sallie Mae you are anti American and I despise what you stand for. Shame on you.

December 02, 2011  

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