Consumer complaint received 2024-07-04 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: SLM CORPORATION
State: MA

Complaint narrative:
In XXXX we applied for a Parent Plus federal student loan through the XXXX XXXX XXXX XXXX through the Federal Student Aid ( XXXX ) website. Some way we were directed to XXXX as a federal student loan option through XXXX. The interest rate at the time was XXXX % and I was a co-signer on my daughters student loan ( XXXX ). The following year the same thing happened and I co-signed a second loan ( XXXX ) with XXXX  with an interest rate of XXXX %. We later discovered that XXXX had assigned XXXX loan to me and the other to my daughter. We also received correspondence from student loan servicer XXXX and the XXXX XXXX. of XXXX XXXX XXXX XXXX XXXX XXXX XXXX with various loan balances and interest rates/fees. This confused our understanding and the differences of these loans along with the XXXX loans. 
During repayment of the XXXX loans, not only did the interest rates skyrocket to XXXX % ( XXXX ) and XXXX % ( XXXX ) respectively, we learned that the second loan ( XXXX ) was put in my daughters name even though we had continued to pay them. We also learned that the interest on these loans continued to accrue despite the pause on student loan repayment during the XXXX pandemic. 
My daughter and I continued to pay down the XXXX loans. As recently as last week, she paid off the loan ( XXXX ) which I am a cosigner. XXXX XXXX still had a balance. My daughter had enrolled in autopay for this loan which at XXXX time had a lower interest rate while I ( as co-signer ) put payments toward XXXX and sporadically towards XXXX. My daughter was unable to remove the monthly auto-pay status on the XXXX from her account since her loan ( XXXX ) was apparently now paid off. I logged into my XXXX account and found that the loan under my name was set up for auto-pay. I had NEVER set up autopay for this account. My daughter could only see her account ( XXXX ) and not the other loan ( XXXX ). I XXXX because I was a co-signer, I could see both loans and as indicated I designated payments to both loans at the same time. This is in addition to the autopay my daughter set up on ( XXXX ). I can not see a significant payment history for the accounts over the past few months. As borrowers, I want a comprehensive payment history on each of these accounts. We later visited the studentaid.gov website to get a list of loans we had for our family. This is when we first learned the XXXX loans were not listed there because they are not federal subsidized loans. 

On XX/XX/XXXX I spoke with XXXX in customercare for XXXX. He related that only the account holder ( my daughter ) could setup or remove auto-pay. Although he did indicate that he saw my payments toward this account ( XXXX ). When my daughter called the same day, a representative she spoke with also could not unenroll her from auto payment for this account because it was in my name. My daughter has only been making payments toward this loan ( XXXX ). However, account ( XXXX ) is set-up for autopay for {$XXXX}. My daughter does not have access to the account and has not had any transactions from her bank toward this account. I have never set-up auto-pay on this account and now its set-up this way. Now my daughters account ( XXXX ) has a balance of {$.00}.

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