Listen to Elvis while you read!
Ok, so I got really pissed last month when the government transferred my student loan account management to Sallie Mae from their direct servicing. I've always had AMAZING customer service from the direct servicing office and I was not - NOT - happy to be transferred to a private loan servicer. Now this doesn't mean my balance was sold or anything, it's just that Sallie Mae is now my customer service office. All of the loan policies and repayment plans are the same dept. of ed ones as before.
So like I said, I was pissed. But it turns out that I didn't really need to be. Sallie Mae has been super helpful and very solicitous about my concerns over the last month when a lot of things have been changing. I've called them a few times, and I'll sort of log the calls below. There's a prize at the end!
First Call:
I got an email about my loan servicing being transferred. In a fit of pique, I call right away and they're like "we haven't gotten your account details yet, it takes a couple days." We hang up, pique subsides.
Second Call:
I got an email saying that $270 was debited from my checking account for my loan repayment. AAAHH! NO! I'M UNEMPLOYED AND I JUST HAD SURGERY! I again call right away and cry and bitch and ask to talk to a supervisor. His name is Patrick and he totally gets it. My undergrad loans have gone back into repayment while my grad loans were still in grace period. I had talked to a guy at Direct Service who had put my payments on hold through some magic, but Patrick was like I can't do that because you've run out your forbearance (way way back in the day). He told me how to apply for a new hardship forbearance to get a break for a couple months and also told me what paperwork to submit to get my $270 reimbursed. You can ask to have any payment reimbursed as long as it doesn't put your loan into delinquency (try getting that deal on your mortgage), but I had to process the forbearance first.
I let like....4 weeks go by
Third Call:
Hi, Patrick told me all the things I need to do but I forgot them...can you tell me again? This guy was John I think, and he told me all the things again.
I faxed the paperwork over, uploaded the things I needed, emailed the people I needed to email, and I get an email response in 3 days that my forbearance has been granted. So now I don't have to worry about random payments happening until I'm ready to be back in repayment (i.e. - I have a job). We fumbled through a bit of how to get the documents uploaded for the $270 reimbursement and did a little work around. I wasn't sure this was going to work.
Fourth Call:
Hi, Sallie Mae, I GOT A JOB!! I had this guy walk me through all of my repayment options, and when I need to have the application in for Income-Based Repayment (May 29th) so that I can put all my loans into proper repayment when my grad loans come out of grace period. We went over the Federal Forgiveness plan and also what my payments will look like for the next year.
So today I'm looking through my bank transaction on mint.com and I see a little deposit from the Treasury of $270 just yesterday! I think that was a one week turnaround from getting my paperwork submitted (I was promised 4-6 weeks processing time).
That's my prize for making the calls and getting the right paperwork submitted. I have better cash flow this month (which is good, the job doesn't start for a couple weeks), my loans are all squared away without any repayment for the moment, and I know what my payments will look like once I start paying in June.
Thanks, Sallie Mae! (I still prefer AbbieMae, however)

