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This post is completely personal, but I felt it would help someone else, so I wanted to make it public knowledge. It has nothing whatsoever to do with my business or web design – it has to do with taxes and school loans – especially loans with Sallie Mae. So I’m hoping that this information will help someone else avoid the level of frustration I’ve experienced for the last two days.

So every year, we go get our taxes done by our accountant in NYC. IN 2008, I actually paid off the last of my school loans, which were held by Saliie Mae. in fact, my last payment was nearly triple my usual monthly payment, and was sent (and accepted) in September 2008. In october of 2008, i got my letter that the account was in good standing, and was now closed, blah blah blah.

In February, I logged into my Sallie Mae account to download my 1098E for tax purposes (for the interest I paid on the school loan – it’s a tax write-off). Turned out I didn’t download it at that time. Why? because I’m the kind of gal who loses things. I knew my husband was leaving in March (tomorrow, actually) so I decided to wait until he was getting things together to go so I could hand it right to him.

So last night, we started getting the last of our paperwork together, and we realized I didn’t have that 1098E, so I went to my computer to log into the site. As usual, I put in username, password and it takes me to a new screen which asks me two security questions (usually something about my mother and my favorite author). I answer, and it pushes me through…

To a page that says there is no account found. It asks me to update my information – the fields they show already have the correct information in there. So I submit the form, only to be redirected to a page that basically says I don’t exist. Which is weird, because I log in all the time to that site.

I email Sallie Mae form their online form – but then find out (afterwards) that I won’t hear from them for at least 3 days. That won’t do – we’re leaving in two to get our taxes done. So I call the customer service number. Now, I know it’s after office hours at this point, but at the very least i was hoping for voicemail to someone, or something, i don’t know. instead, I spend 20 frustrating minutes going around in circles by their automated system, and get hung up on. Being a glutton for punishment, I did it again, using different options, only to be hung up on again. Now I’m just being masochistic, and try a third time. This time, I finally get through to some kind of department – only to be told it’s after office hours.

So I wait. This morning, at 8am, I call again. I remembered my route of last night, and pretty much just remained silent on the line until i was pushed through to a person. She was very pleasant and polite, while telling me I have never paid them anything.

EVER.

The information I had to pass to her so she could find anything on me at all was my maiden name, an address for a house I haven’t lived in for nearly 10 years, and a phone number that I cannot believe I still remember. (I had to look up the address.) Then she tells me that the only record she has is me applying for a loan, and it was denied, and the application filing was closed.

Huh?

I explain I’ve been paying to them for years, and gave her the exact date and amount of the last payment. She responds with a phone number that is a “Loan Locator.” Basically, I call the number and they will tell me who I had the loan with. i tell her I don’t need to ask someone who I had this loan with, I KNOW who it was, and I’m talking to them right now.

After about 15 minutes of going around like this, I ask to talk to a supervisor, who basically spends 20 minutes giving me that same runaround. now we have a new twist – she’ll believe that I paid them if she can see my bank statement. Okay, fine. I can scan it and email it to them. But no – they don’t accept that. It has to be either fax or mailed to them. My fax machine is out, and she won’t give me another option. She also tries to give me the “Loan Locator” number, and tells me she’s “100% positive that I have never had an account with Sallie Mae.” Frustrated, I hang up on her.

Desperate, I look online, and find out that the office in Wilkes-Barre, PA actually has a phone number to the local office. Said number is (570) 821-3600. Option #2 is for customer service. if you hit that button, you are rerouted to the customer service center that Sallie Mae lists on their website – the POS I just got off the phone with. I hang up and try again.

Option #5 is for “Emergencies.” I figure hey, this qualifies. It’s not like I’m calling 911, you know. If you can have an emergency with a loan, I guess this would be it, right? Turns out you get sent to human resources. So I know I’m not in the right spot, but i figure, what the hey – this is the closest i’ve gotten to anyone sane, so maybe she knows what to do. When I tell her what number I’ve been calling, she kind of laughs a little and says “yeah, a lot of people call here frustrated with that. here, let me give you a better number to call.”

Said magic number is as follows:

(866) 772-5543

I call this number, I get an awesome woman who sounds angelic, and finds me immediately. She recites my last payment to them, and the date it was made, and the date they sent out a letter to me that it was paid in full. Thank God, she knows me. Turns out my account was archived, and that’s why I had no more access. She tells me my interest amount for 2008, and immediately puts in for the 1098E to be mailed to me.

I did, indeed call the Human Resources lady back to thank her profusely for her assistance. I’m guessing she doesn’t get a lot of that, because I could hear the smile in her voice. (tip: thanking people really gives some great mileage. Seriously. never forget to do it.)

But there you go. Ignore the number on the Sallie Mae website. it’s complete crap. You want that number up there. THEY know what they are doing.