Consumer complaint received 2017-05-12
Company: Navient Solutions, LLC.
State: MD
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I have been repeatedly misinformed by Navient. Their inability to track, process, and apply my payments has led to past due balances and fees that they have corrected by forcing me to apply for forbearance twice within the past 8 months. They have given me incorrect information for the terms of my forbearance both times, including the period of my forbearance and when my next payment is due. I have started calling in and making my payments over the phone with a live representative because every single month that I go online to make a payment, I am showing a past due balance- even after making my payment over the phone through a representative who assures me this will not happen again. Today, my loans showed a total past due balance of {$18.00}, which a representative " deleted '' and stated that it was charged " in error '' and could not explain why it was charged. After o ver 1 hour on the phone with two Navient representatives today, I was told 3 different amounts that I was due to pa y only to be told at the end of my phone call that I did not have a payment due this month at all. I contacted them via post several months ago, as requested, and have not received a response. While on the phone with them today  XXXX / XXXX /  XXXX  , I was told that my balances due are entirely different from the information provided for those loans online and none of those amounts match what is reported to credit bureaus. They do not keep records of my phone calls, despite telling me that they will do so. Every time that I call, they somehow adjust my loan amounts and interest to get rid of the past due balances they have charged " in error '' and can not explain why the charges occurred in the first place. They distribute my payments in ways that are not as I have requested- My payments have been applied to interest, principal balances, and advanced due dates when I request that my over-payments be applied to the principal balance of single loans. My record of payment online does not reflect the payments I have made, and the last payment I made on  XXXX / XXXX /  XXXX   does not appear in records anywhere. In the past hour, my account information online has changed from showing payments made on  XXXX ,  XXXX ,  XXXX ,  XXXX , and  XXXX  with capitalized interest on  XXXX  and  XXXX  as well as a credit adjustment on  XXXX  to now showing a record of payments on  XXXX ,  XXXX ,  XXXX , and  XXXX  with no record of the capitalized interest or credit adjustment. The amount that Navient claims that I owe them changes on a regular basis at the click of a representatives mouse with absolutely no explanation or record. I can no longer justify paying thousands of dollars to a company that can not accurately and consistently explain to me how much I owe, how my payments are being applied, and why I am repeatedly showing a past due balance or charged more than my scheduled payments in error.

Company response to consumer: Closed with explanation