Consumer complaint received 2016-04-26
Company: Navient Solutions, LLC.
State: KS
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
Hello, I XXXX my college XX/XX/XXXX, and during my four years my loan service provider was Navient. I began my repayments after my grace period ( XXXX, 2016 ). Since that time, I have received mixed data for how much my monthly payments are to the point I believe it is actually illegal ( I ca n't find federal regulations on this, but, a loan provider should tell its customers how much they are being charged before actually pulling the money, right? That just seems like common sense ... ). Browsing through my loan account summaries and payment options, I get varying values of monthly costs, and the variance is HUGE, we 're not talking pennies. Depending on the web page I view ( I have screenshots, but am wary about sharing them online to the public ) my " current payment due '' ranges by over {$100.00}. So, for example, looking at my statements for next month, looking at XXXX different web pages on the Navient site gives me XXXX different payments, which range from under {$200.00} to over {$300.00}. I even receive email notifications from Navient that I assume are treated as invoices. Out of the XXXX emails I have received so far ( XX/XX/XXXX-XX/XX/XXXX ), only XXXX of those invoices has actually reflected the amount of money withdrawn from my account at the end of the month automatically. There 's no consistency, and I 'm left worrying if my loan provider will leave me overdrawn on my payment date each month. I contacted them directly about the issue ( after my bank account was drafted more than their email said I would be in XX/XX/XXXX ). Their response : " Unfortunately, we were unable to re-create the information you viewed online when you logged in to your account on XXXX XXXX, 2016 ''. Well, I can recreate the issue. I can recreate it every single time I log into my account! I also have bank records and emails to validate that Navient has made it difficult for me to understand exactly how much will be pulled from my account each month by large amounts of money. It 's not honest or fair, and I very much doubt it 's legal. Has anyone else experienced similar issues? Here are the XXXX places that I can currently view different amounts I " owe '' or will be charged as " auto payments '' on my account. There is no indication anywhere which of these values will be deducted from my bank account each month, as they all use generic verbiage : 1. After I log in to my Navient account ( under myaccount.navient.com ), if I scroll down through the Account Summary page, I am given payment value A under " Recent Payments '' -- it 's an orange value that is given status " Auto Pay '' and sites the time of next month 's payment due date. 
2. After logging in, if I click the " go to previous website '' link under " More Options Online '' I am redirected to XXXX, which appears to be hosted by Navient. Here, I am given payment value B under " Current Payment Due ''. 
3. From the site visited by ( XXXX ) above, if I click on " Take Action On Your Loans '' XXXX " Change Your Payment '', I find payment value C under " Total Monthly Payment Amount ''.

Company response to consumer: Closed with explanation