Sallie Mae Informative - Gone Down Hill
I'm mixed here. In the early yrs, their American based customer service was great and easily accessible. they helped me lower payments when I hit a financial snag, and easily consolidated my loans back in 2001. (I'll sneak in here that their interest rates were outrageous. I paid $17,000 in interest on $37,000 in loans.) But since then their customer service has gone down the toilet. Their automated system is the worst, "sorry, I did not understand your reply" seems to be the only automated response. It's near impossible to get a live agent and when you do it's a stat-icky, barely audible someone at a phone center in India. Their English is fine (it is a national language there after all) but their knowledge of the company and loans is zilch. I decided to just pay off the last huge chunk of my loan rather then deal with them any more. And they tell me it will take 30 days after final repayment to be classified as "paid in full".
The company has changed a lot and if I were a student again today I wouldn't borrow from them.