Sallie Mae Bank

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Review: Sallie Mae has provided terrible customer service with our son's student loans. When calling about a problem, they either can't speak English very well or transfers you or disconnects the phone. We send payments 3-4 weeks early & they won't post them until the day it is due OR AFTER. A few payments were showing late because they state they didn't receive them. Our son has been harassed by phone calls from them stating that his loan payments have not been paid. They have been sent college info that states he is a F.T. student. We selected the "interest only payments" while he is still in school. They show payments being made online but when we call, they state nothing has been paid & our account is delinquent. We're trying to get our home refinanced & it is showing up on our credit report as a bad mark that we haven't made any payments. My son has also provided written & verbal permission for me has his mother to contact them about his loans & they state they can't talk with me & they don't show anything on their records.Desired Settlement: After dealing with them for 1 1/2 years & not getting anywhere, I feel we should be compensated by them "waiving" the loan completely. They have had the worse customer services & they have so many offices, phone numbers, & addresses that you don't know where to begin. Just the regular customer service number they provide gives us customer services representatives that you can't understand or barely understand any English.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on May 18, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: I refinanced a student loan with SoFi, that was funded to Sallie Mae on 11/04/14. It has been over one month since the loan was funded and Sallie Mae has yet to apply the funds to my account. Both myself and SoFi have called Salli Mae numerous times to resolve the issue and the company has yet to do so. As a result of this inadequate customer service, I have had to make payments on my account (which should be closed) and it has continued to accrue interest.Desired Settlement: That Sallie Mae will apply the funds that were paid to them on my behalf by SoFi on 11/04/14, and refund me the interest that has accrued since that date.

Business

Response:

We sent a letter to the customer today addressing all issues.

Review: Sallie Mae representatives are calling my cell phone and home phone excessively daily as well as my job. I do not owe or have a student loan with Sallie Mae. I have informed them of this when they called my office, but the calls continue. The caller uses an auto message to contact my cell and home phone. The numerous calls fills up my phone messages with the recorded message, no return telephone number, or contact person to speak to in order to correct the caller. The company has started calling my work as of September, 2015. This is very upsetting for my work environment as well as my home.Desired Settlement: This company is calling my cell phone and home from 8am to 9pm daily since August 2015. They have started calling my work 9/2015. I have informed the caller that I do not have a student loan with their company. But the calls continue. The company has used 12 different 1800 or 1877 numbers calling my cell and home phones numbers. Please make them stop calling me. I have registered with the National do not call list. I do not know what else to do. help. Please.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on October 22, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: I have been in school full time since January 2014, my loans were in deferment. For some reason, the clearinghouse was showing me as withdrawn since 08/17/14. My schools registrar faxed all documents to Sallie Mae showing that I was enrolled and I also faxed documents and uploaded the docs to the website. We did this consistently for 2 weeks and when I called they said they never received them. I also had my school enrollment status corrected with the student clearinghouse and Sallie Mae said they still could not see it updated. Finally after 2 weeks of consistency I finally got a supervisor to submit a ticket to have this corrected. This may effect my credit report. The status still has not been updated and it has now been 3 weeks.Desired Settlement: to have my account updated as in school full time since 08/17/14 when they reported me as not in school and my account brought up to date as not delinquent, and my credit report corrected. I also want people to know of this matter on the Revdex.com website.

Business

Response:

Spoke to the customer on the phone on December 8 and December 9. Resolved issue on the phone.

Review: I have just secured a job as a public high school teacher. However, since I began in January, and the contract is for the entire school year, I am only getting paid at a severely poor and prorated rate (almost at poverty level). I am barely able to pay my rent and food and gasoline for the month. I called Sallie Mae and told the customer service lady this, and she said they would work with me. I came to find out THEY WILL NOT WORK WITH ME. I have been trying to pay $25 a month, which is all I can afford now. They are calling me every day, sometimes SIX TO TEN TIMES A DAY. The fellow I spoke with the other day says it is not enough and wants me to pay $300 which I DO NOT HAVE. As I have stated, in September my contract will roll over and I will get my full pay and I can begin to pay more then. I can do nothing until then.Desired Settlement: Lowered monthly payments. Eliminate late charges since I HAVE BEEN PAYING ALL THAT I CAN AFFORD.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on June 16, 2015. Please allow sufficient time for postal

delivery.

Review: My students loans are handled through two different establishments: Navient, and Sallie Mae. I have been paying one set of loans via automatic debit through Sallie Mae for years. This month, however, I noticed my bill was more than double the amount I have taken from automatic debit.

I signed on to my Sallie Mae account, unable to discover the reasons behind this payment discrepancy. Using the contact phone number listed on Sallie Mae's website, I called to inquire about the increased (and as far as I know, unauthorized) charges. Looking at my Sallie Mae statement, I entered my Sallie Mae account number and social security number. While a voice recording told me my wait time was less than five minutes for close to forty minutes, finally a representative got on the line. She told me I was not in the right place, and that I had in fact contacted Navient. I was confused, as I had entered my Sallie Mae account number and social security number during the automated directions in order for my phone call to be sent to the correct place. She said, "I'll transfer you to the right number, but write it down just in case we get disconnected." She proceeded to tell me the number I had written down from the Sallie Mae website, the same number I dialed to get to this representative in the first place. I told her this, and she was stupefied. Upon my "transfer" the call was also curiously disconnected. Finally, I called the "correct" number this representative gave me, and I went through the SAME exact process and trouble I had the first time. No one seemed to be able to help me.Desired Settlement: It is unacceptable that attempting to manage my student loans is this difficult. I have now dedicated two hours to trying to figure out the reasons behind an unannounced increase in my student loan payments, and I can't even reach the correct office to make my inquiry. This is truly unacceptable.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on January 14, 2015 and resolved the

issue with the customer.

Review: I keep getting phone calls to contact SallieMae or log into my account. These calls frequently come on weekends or at night when the customer service line in closed. They should be calling during normal business hours so I can call them back. I have logged into my account but cannot see anything that would warrant all of these calls. I have called their customer service line and hang up after holding for 20 minutes or more. I had a different account but I cancelled that in September because I did not need the loan. The number they call me at is [redacted] which is my cell number. This is a prepaid phone so the minutes are costly. All the calls are computer generated so it is not a person that could help me. I am a cosigner on a loan for my daughter and she has had a problem with making a payment because she thought she had auto pay set up but the first payment didn't go through correctly. But the balance due was only $25 so it is not a lot and she is not getting calls, just me.Desired Settlement: If a real person called my home phone that I have listed sometime after 5 central time they would have a chance of getting through to me. Or if someone would leave a phone number that would get me through to a person quicker than having to wait 20 minutes or more.

Business

Response:

This was resolved over the phone to the customer's satisfaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I am behind on my sallie mae loans. I tried calling them to let them know that the monthly payment is wayyy tooo high. The person on the phone was not helpful and said that they cannot change my payments because im going to be drowning in debt anyway so unless I make a certain amount of income they cannot lower my payment. I let them know that I can pay a certain amount each month and they basically said they would not lower my payments until I make more money then I do now...how does that make sense.

If my income is low now they cannot change my payment to a lower amount each month and ONLY if I get a better job and my income is higher then they can change my monthly payments to be lower!!! They should follow all normal education laws and ensure that monthly payments are doable and that they give students the opportunity to pay their loans according to their income!

In addition, they call me nonstop from 8 am to 9 pm every single day including weekends (which they are not open weekends they use an automated system to call you and you cant even speak to anyone unless YOU call back..this should be illegal!). Why are they calling if they wont help?

They are harassing me with these calls everyday and then when I call back they do not want to help!

Thanks,

[redacted]Desired Settlement: I want to pay my loans unlike many others people out there. I need Sallie may to lower my interest/payments according to my income and expenses so that I am able to afford the monthly payment! It's not a wild idea to ask this!

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on October 6, 2015. Please allow sufficient time for postal

delivery.

Review: My son and I have moved back into my mother's house because I have not been able to find a job since I graduated back in May 2014. I have contacted all of my loan companies and have filed a forbearance with them all. The exception is Sallie Mae; I cannot apply for a forbearance with them online, I have to call. For the last 3 months every time I try to call to apply for a forbearance I wait for at least a half an hour on the phone to speak with a representative, most of the time the machine refers me to the website. When I do get through, they tell me I cannot apply for a forbearance since I have a balance. Initially my balance was $5.00 so I paid it over the phone, but then the representative told me I have to wait 7-10 days before the payment goes through and I can't apply for a forbearance before then, so I would have to call back. So after 2 weeks I tried calling back and couldn't get through. After several attempts (and two more weeks) I finally got through but, again, I couldn't apply for a forbearance because I had an account balance. IF I CANNOT AFFORD MY LOAN PAYMENTS AND DESPERATELY NEED A FORBEARANCE IN ORDER TO FEED MY SON, HOW AM I SUPPOSED TO AFFORD $400.00 MONTHLY LOAN PAYMENTS!? So by my mother's kind giving, I was able to pay my loans last month so that I could file a forbearance but, again, I had to wait 7-10 days before the payment went through. And now, here I am 10 days later, and they are calling for money again and I am still in need of a forbearance. It should NOT be this hard to do the right thing! Sallie Mae's system is completely backwards and criminal. I am not trying to avoid paying my loans. I am simply asking for a forbearance until I acquire a job. Sallie Mae's system is set up so that the customer can't apply for a forbearance. They are unwilling to help me and I am running out of options.Desired Settlement: I would like a Sallie Mae representative-not a machine- to contact me and help me apply for a forbearance, since I cannot do it online.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on January 7, 2015 and resolved the

issue with the customer.

Review: I made a payment that came out of my bank on 9/8/15 but none of the loans for , my son or daughter which I pay on show this payment, when I try and call Sallie Mae they say that they can't tell me anything it is my responsibility to find out what loan I paid. I try to give them the confirmation numbers first one ,I am trying to give you confirmation numbers but your site is telling me that social security numbers are not allowed, which I am not entering so now I have to delete confirmation numbers, maybe you can call me. I pay my student loan, ([redacted]) I also Pay [redacted]'s and [redacted]s loans. I tried to give them the numbers above and they won't take them. In addition when I talked to [redacted] she said she would not talk to me because My name didn't match I said either [redacted], she was rude would not even talk to me. Sallie Mae called my 77 year old mother and harassed her about a loan being 20 days past due and threatened her, I believe the loan they may be calling about is one I paid above but they will not even look up the confirmation numbers. They will not assist me at all, I have had to call a total of 7 times today trying to talk to different people and unfortunately now I am getting very frustrated with them. Twice I was put on hold and then disconnected. I need to know where the payment for 9/8 was posted. I checked everyone of the 4 loans that have been paid on and none show that date of payment

Product_Or_Service: loanDesired Settlement: DesiredSettlementID: Billing Adjustment

I want them to look up the payment and tell me where it was posted and make sure the account was credited. They will not talk to me they are saying I am not who I am and will not tell me anything. she is arguing because I used with chris or christyl, she will not tell me what she needs to verify I am who I am. The lady [redacted] will not tell me where my 50 dollars went.Yes I ended up getting very mad, but that was when she kept saying I won't even talk to

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer PREVIOUSLY via US

Postal Service on September 30, 2015.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: 04-10-15: I called in my April payment on my student loan. My monthly payment is $116.26, due on the 3rd of every month. Because I was calling in the payment late I paid $130.00. The lady asked me if I wanted to sign up for autopay, to which I said yes. She signed me up and advised it would take a $1 out of my account to verify it, but that I still needed to make my May payment because the autopay would not start until June, because May had already been billed out. So I said that was fine and I would make the May payment like normal.

05-15-15: I paid my May payment in the amount of $130.00.

I then receive two letters stating my autopay was approved; and my forbearance was approved for the period 03/07/15 - 05/07/15, and that my rate went up to $118.46 beginning in June.

I call Sallie Mae to ask who requested forbearance to which they advised the lady who set up my autopay was in the collections dept and in order to setup the autopay my account had to be current, so as part of their autopay terms, to bring my account current, they put forbearance on my account. My rate went up because of the interest that was not paid during the forbearance period.

I advised that the lady I spoke to in April made no mention of the forbearance and told me to make my May payment.

The manager said he would remove the forbearance and take my rate back down to 116.26.

I receive my next statement that says I owe $0.00 for June and only $79.26 for July, and my rate would go up to $120.28 starting July, again because of interest that capitalized due to the forbearance.

I call Sallie Mae, again, stating that I should owe $116.26 for June and $116.26 for July.

Sallie Mae is not applying my April payment to April (interest first, then principal) and Sallie Mae is also not applying my May payment to May (interest first, then principal), because my loan was in forbearance during April and May. Again, I was not aware my loan was in forbearance so I made my regular monthly payments.

They are instead taking that interest, adding it to my principal, dividing it by my number of payments remaining "to satisfy my term" which is increasing my rate.

They claim I am not actually paying any more, but I am if I still have an accurate # of payments left, but with a higher rate.

Their solution is to add an extra payment to take my rate back down to the $116.26 it was; which is also unfair. I should not have to make an extra payment when I made my regular monthly payments.

All of this was caused because they did not disclose that my loan would be in forbearance and advised me to make my May payment as normal. They need to rectify this and it's not by raising my rate or adding an extra payment in order to take my rate back down.Desired Settlement: My requested resolution is to have my $130.00 payment made in April be applied to April (interest first, then principal) and my $130.00 payment apply to May (interest first, then principal), and the $116.26 June payment (I made today) to June (interest first, then principal).

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on July 13, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

I have resolved this issue over phone with the Sallie Mae's Customer Advocate office, and find that this resolution is satisfactory to me.I will review the postal mail they have sent upon receipt.

Review: On 2-20-15 I used the Sallie Mae web sight to pay off a college loan for my daughter in the amount of 9,074.57

I used there selected date as that is when the form said the payment was due by 3-10-15. Shortly after I received another monthly bill with the billing period 2-18-15 thru 03-15-15. It showed that the loan was paid off in full on 3-10-15 and that they had received the full amount as stated on there web sight. However on 3-15-15 a full 5 days after the loan was paid off ( there information) they charged me another 43.45 cents interest. On 4-20 -15 I again went to the Sallie Mae web sight and printed off a copy that said I owed 43.75 and that the payment due date was 5-10-15. On 4-20-15 I called there 800 number and was transferred several times. I finally ended up talking with a person and said no you owe 43.79. He said the only way to pay this off was credit or debit card. I used my debit card said a few words and hung up. I got tired of dealing with these people and found there web sight and on 4-29-15 sent one of two certified letters to there office of consumer Advocate requesting my 43.79 dollars back. On 5-1-15 I found more information to bolster my case and also sent the other by certified mail. Both letters where signed. On the sight it said I would have a answer within 72 hrs. I provided both home address, e-mail and phone number.Desired Settlement: I want my money back plus interest back that would have charged me for that same amount.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on June 16, 2015 Please allow sufficient time for postal

delivery.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I am a medical student, who applied for a Residency Relocation loan, beginning in December of 2014. My co-signer completed their part in January of 2015. The loan was approved, however the money was never dispersed to my school. I had spoken with Sallie Mae over the phone for many hours in December, with it taking days to complete my portion of the loan. Being busy with school, I was unable to follow up until April 17, when I called and spent 2 hours on the phone. I was told the loan was approved, then canceled 4 days prior to me calling due to inactivity (even though everything was signed & completed). I was told a reconsideration request was put in & I'd have an answer in 72 business days. I called on April 24, spoke to 5 different individuals, spent hours on the phone. And still was not given an answer wether a reconsideration was accepted or where my loan disbursement was. I repeatedly asked to speak to a supervisor, but no one was able to connect me with one. Around 7pm a supervisor called me back. We spent 30 minutes on the phone- she was not able to give any answers, just that the loan had been approved months ago & she wasn't sure why the money wasn't disbursed. She said I needed to speak with someone in the underwriting department so I should call back on Monday. I had already spoken to someone in underwriting earlier that day, who said they're the wrong department & couldn't find my file on their computer. Because of this I asked her to call me back on Monday, so that she can directly connect me to the right person. She never returned my call. Furthermore I never received any reconsideration letter in the mail, which I was also told would be sent out last Friday. Every time I call, I spend 30 min to an hour re-telling the same story, without anyone offering answers or disbursing my money. It is nearing graduation & it seems as though they are stalling so that I'm no longer eligible for this loan.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I don't know what to do at this point, as I have gotten nowhere in trying to resolve this. It's an 800 phone number & each time a different person on the phone, who seems to never be the right person. If someone can please contact or put me in touch with the correct person, I'd appreciate. I've never done business with any company as terrible as Sallie Mae. It is utterly unacceptable.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on May 15, 2015. Please allow sufficient time for postal

delivery.

Review: Sallie Mae has been nothing but trouble since I've started to repay my loans back. Finally, a year later, I was able to lower my monthly payments. The woman that helped me was extremely friendly and helpful, but she set the payments up wrong. Allowing Sallie Mae to double charge me for the month of November, leaving my bank account in a negative balance. I spoke to them on 11/28/14 and they had no issues with refunding the $209 that they charged me for but shouldn't have. Once I saw that because of their mistake my bank charged me a fee of $38.50 for insufficient funds I was livid. They basically took $247.50 from me without my permission. I called them today (12/1/14) and they told me I could upload my bank statement and they would give me a refund. But the page I was told to go to is no where to be found on their website.Desired Settlement: Sallie Mae took $247.50 from me that I did not give them permission to. I feel that they should not only pay me back what they owe me, but something more. Maybe refund me double? Not make me pay for December, without any charge or interest. Clearly if I needed to have my monthly payments lowered they should realize that I need that money (which an employee even said that statement to me).

Business

Response:

We have spoken to the customer several times via the telephone. We resolved this issue with her today on a call.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: Sallie Mae Bank pulled funding for my son's student loan one week before school started and tuition was due. They said that my credit as a co-signer expired. There was no communication from Sallie Mae until there was no possibility of fixing the problem.Desired Settlement: I want the credit pull expunged from my credit report. I will NEVER give Sallie Mae another dime. I will tell every one of our friends with college aged kids of our experience with Sallie Mae.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on October 28, 2015. Please allow sufficient time for postal

delivery.

Review: I am getting non-stop calls from this company about money I owe them. I have talked to at least four different individuals over the past month and a half. The company was having problems with their website, and the second person I talked to told me that the money I paid was distributed to the wrong loan. Therefore, he told me he would redistribute the money to the proper loans. After this, I was still receiving numerous phone calls a day. Unfortunately, I do not have any names of the representatives (as I did not foresee that this would turn into a financial mess that threatens my own personal credit). Every time that I am told that "everything is taken care of," I get another phone call telling me that I still owe the company money on my loans. I reviewed my bank statement history with them, and the last lady I talked to was the only one who could actually see these payments on her end. She said they were applied to a deferred loan and that she was going to redistribute them (like the other guy was supposed to do). Out of three of those payments, only two of them were mistakes from the website. The third payment I paid over the phone, and the representative must have applied it to the wrong loan himself. Due to the overwhelming amount of mistakes, my credit could be impacted. Nothing is getting resolved, and I have lost faith in this company's ability to hire people who know how to do their job.Desired Settlement: I would like the company to actually do what I have been told--numerous times--that they are going to do. I want my account to be fixed for real, and not to be told that it will be fixed when it's not. Stop hiring inept representatives and stop ruining my credit.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on February 9, 2015. Please allow sufficient time for postal

delivery.

Review: On December 17th Sallie Mae received a check from my bank totaling the amount of two loans I have out with them. This check was cashed and cleared my bank on December 19th, but was not posted to my account in Sallie Mae until January 5th. During this time interest of $83.90 accrued on my account. Also during the time the check was received and was posted I received multiple calls and emails saying that I had a delinquent balance and that I needed to call immediately. I have called several times to have this interested written off since they had the money, but just hadn't posted it to my account yet. I have now put in 3 requests and all have been denied. Sallie Mae claims it was due to the holidays that they were behind, but that should not be my fault. When I pull up my account summary it shows that the last payment posted was December 17th when they received my check. When I talked to a representative they stated that the interest accrued between December 26th and January 5th. They had the money on their end but didn't post until over 2 weeks later. Now interest is still accruing on my account and the balance continues to grow.Desired Settlement: I would like the balance to be written off of my account.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on January 28, 2015 and resolved the

issue with the customer.

Review: Sallie Mae has lied to my mother and I about the current status of my loan. They will no differ my payments even though I just graduated from college not even two months ago, and now they expect to start making payments every so often. This is ridiculous and needs to be stopped.Desired Settlement: I want a lower interest rate and my payments cut down to 75% and a reasonable time, say a year to fully get a job and start making payments in a timely manner.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on September 2, 2015. Please allow sufficient time for postal

delivery.

Review: I have three loans with Sallie Mae Bank, two of which I just received an e-mail about on 3/24/2015 stating that my first payment is due on 4/3/2015. Currently I am not in school but will be back in school staring May 2015. My mother also just passed away 12/28/2015. Since my mother's death, I have incurred a lot of expenses to cover the cost of her funeral as well as being out of work. I called Sallie Mae and asked for assistance with this since I told them that I could not meet the payment due on 4/3/2015. The only assistance I was offered was that the loans could be put into forbearance but that I would first have to pay $100USD. However, I explained to the customer service agent that the total of my two loan payments was $109.41, almost as much as the forbearance and therefore I still could not meet that. I was given no assistance but they customer service agent just kept repeating herself. I then asked to be transferred to a supervisor. The supervisor came on the line and did not listen to what I had to say. Again, he kept repeating that the only option was to pay $100 and put the loans in forbearance. However, if I am unable to pay this, I would like some assistance. As I stated, I will be back in school of 5/2015 and the loans will go back into deferment. In the past, I had a $1000 Sallie Mae loan which I have paid off in full. I wish Sallie Mae could see I am trying to make a good faith effort to take care of this loan but it appears they are heartless and do not care. They have not taken into consideration my mother's death and my financial situation.Desired Settlement: I would like an apology as well as a change in the policy regarding a death in the immediate family. I believe if you have a death in the family, Sallie Mae should work with you to assist getting back on your feet and able to make your loan payments.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on April 6, 2015. Please allow sufficient time for postal

delivery.