Consumer complaint received 2015-12-28
Company: SLM CORPORATION
State: IL
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Don't agree with fees charged

Complaint:
I am asking your office to look into the business practices and lack of information given by Sallie Mae in regards to filling out online forms for student loans. I would like your help in getting Sallie Mae to even really listen to me about how I feel their company wrongly signed us ( my daughter and me as cosigner ) up for 10 % interest on our student loan when we were under the impression that it would be 6 %. 
XXXX attempt for a loan for XXXX XXXX XXXX. 
XXXX XXXX tried again for XXXX. 
XXXX XXXX, they said she needed a co-signer. 
XXXX XXXX tired again for just XXXX. Denied. She needs a co-signer. 
XXXX XXXX, tired again and did state I would co-sign and filled out application. 
XXXX XXXX - they sent an email stating more information was required. 
XXXX? Had to call Sallie Mae as nothing would go through after several days of attempts to fill out a loan application. 
The man I talked to said there were several open loan applications that were approved but none of them had been signed. 
The information regarding interest and payment was difficult to get and when I did get to it I was not able to print it from the web page. 
During each successive attempt the interest rate of the loan would differ. Rates from XXXX to 10 % were shown. 
After being told by the man on the phone that several loans were open I asked him to close out the unneeded loan applications. 
I was under the impression that the lowest rate I had been offered was the loan application I was proceeding with. In reality the highest rate loan application was the XXXX the man on the phone kept open. 
Even though the master promissory note was electronically signed, seeing the actual note was difficult to manipulate via the web page and difficult to understand. I was under the impression that I was signing for a 6 % interest loan. 
There is no copy of the Master Promissory Note in my account at Sallie Mae. There are a few other documents, but no MPN. 
Information emailed was not direct disclosure. I would be prompted to open a hyperlink that required signing into the web site. After several failed attempts I was able to do so, but my loan number had been changed. 
After receiving notice to pay my first installment I noticed that I was charged 10.25 % interest. At that point I tried calling the XXXX number when I was available to make the call. The calling center is often closed by the time I was able to call. When I was available to make the call I would be put on hold for hours on end. This is no joke. I would set the phone on my shoulder and listen to the repeated music and announcement while I did other things on line. After a so long on the phone I would either be disconnected or have to give up the call wait. After finally getting a live person XXXX/XXXX/14, I told them on the problem with the interest rate. They transferred me to XXXX id # XXXX and we spoke for quite a while but no definitive answers were given and no hope of rectifying the interest rate was given. At best she said an investigation would be made. 
My irritation is as follows : Difficult to navigate and understand web site, non-disclosure of information on the master promissory note in that is/was not easy to read and would not print off the web page, untrustworthy, unhelpful and uncooperative Sallie Mae employees, account information that the Sallie Mae company changes and makes difficult being able to see one 's own account, emails that require signing into the web site to see what is being corresponded, making that correspondence difficult to find. 
My first payment to Sallie Mae was on XXXX/XXXX/14 in the amount of {$74.00}. 

Please feel free to email me at : XXXXXXXXXXXX XXXX, XXXX XXXX XXXX

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