Consumer complaint received 2022-10-11
Company: Navient Solutions, LLC.
State: PA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
My private student loans are with Navient XXXXolutions. I am in a rate reduction program. I have two scheduled payments through Navient that come out on the XXXX of every single month, one in the amount of {$140.00} and one in the amount of {$63.00}. These payments have being coming out since XX/XX/XXXX via electronic checks that Navient writes to my bank, as if it were from me. My bank which is XXXX XXXX XXXX, receives the checks and processes the request for payment and it usually posts within three days of said request. These payments did NOT come out of my checking account via XXXX for the month of XX/XX/XXXX, however Navient claims the payment has posted, and continues to claim this no matter what I say. I called XXXX and asked them if they missed anything and they said they have no record of any request for payment from Navient. I began calling Navient on XX/XX/XXXX and have spoken to them a total of XXXX times since then, including a call yesterday. At first I had to fight them on getting them to look further into this issue. Finally a nicer more wise representative by the name of XXXX XXXX was able to submit a request into accounting to dig a little deeper. When I had not heard anything for a couple of days after that I called back and could not reach XXXX, so I spoke to a supervisor named XXXX XXXX. I got her on the phone and merged the call with a representative of the office of the CEO of XXXX XXXX XXXX, where XXXX was able to confirm to XXXX at Navient, indeed these payments had not come out of my checking account. XXXX submitted another request and tried to call me back but had to leave a voicemail, where she told me they are still looking into it. I have not heard anything back as of yet to these inquiries. Each time I call Navient I get a different person and I can not get the same person twice. I have to go through the whole story all over again. I have asked Navient to produce check numbers, of the checks THEY WRITE, and they can not provide these numbers. I was told twice, once by a random supervisor they don't actually log those numbers, they put in any number as a placeholder. I don't understand what kind of accounting system this is. All I know is a. my account still shows no payment posted by Navient. b. I'm tired of boing back and forth with Navient and this nonsense. I can not believe I have to fight this company to make sure a payment posted. Obviously they messed up somewhere and I can not get any answers as to why and it's been almost a month. c. I received a letter today that just reiterates the lie they keep telling me that a payment posted, which shows only one of the two payments that posted. d. I'd really like if the IRS audited this company. Something is not right here. This is absolutely unacceptable. I have attached the letter they sent to me today claiming a payment has been made. I have also attached an example of one of the checks they write on my behalf to my bank XXXX.

Company response to consumer: Closed with explanation