Consumer complaint received 2017-01-19
Company: SLM CORPORATION
State: VA
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
During my time at school, I payed the {$25.00} a month per loan to start on the interest payments. Once I had more than XXXX loan out, Sallie Mae ( they had n't split into XXXX at the time ) would take the subsequent {$50.00}, {$75.00}, {$100.00}, and {$120.00} a month and place it towards only XXXX of my loans instead of distributing it. Afterwards I would get multiple calls almost every day from unknown numbers saying that I am in default and in danger of my credit being affected. When I would explain to the person ( after anywhere from 20min-2hrs on hold ) that yes, I had in fact payed what was owed and told them to check how it was distributed, I would get silence followed by, " huh ... ok I see what happened here ''. Multiple times I asked that a note be put on my file so that this would n't happen again. Sure enough the next month I would get another dozen calls from mystery numbers and have to go through the whole thing all over again. This time I would ask if there was a note on file and they would say " yep here it is. '' And now that I 'm out of school and working, I am paying back the loans as much as I can. The representative and I worked out an arrangement that my loans would be taken out on the XXXX of every month. I have been paying for almost eight months now and not once have the loans been taken out on the XXXX. usually the XXXX or XXXX, and only XXXX because they take out the last XXXX in the middle of the month for some reason. This has thrown a huge monkey wrench into my life. I do n't have a high paying job yet and I end up devoting XXXX of my XXXX monthly paychecks solely to student loans, and I make sure that the money is there before the XXXX. When they do n't follow the schedule they proposed and that I agreed to it throws my life out of whack and adds unneeded uncertainty and stress. Things like running low on gas on the XXXX but cant stop to fill up because I have n't been charged loans and I need to make sure there 's enough to cover them and then that odd middle of the month loan adds even more. If I were late on a payment by one day I would get several emails and at least one call asking where the money is. Yet when they are late in charging me they could n't care less, meanwhile my entire life is put on hold. It 's dehumanizing how they treat the people that come to them for help. The customer service is absolutely horrible. The people shove you off to the next person and give off the impression that you are a bother. They do n't listen to the problem and try to fix it. They listen for buzzwords and shuttle you along, " Yea I 'm having troube with changing my billing address on my account profile '' " Billing? I 'm sorry sir this extension is if you 're having trouble with your account profile, I 'll connect you. '' " No wai --!! *insert cheesy sax music* ''

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation