Consumer complaint received 2021-08-07
Company: Navient Solutions, LLC.
State: FL
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
On XXXX, I paid the following amounts on the loans as indicated ( see attached document for bill pay allocation and statement confirming payment was sent ) : Federal Loans with Navient {$200.00} XXXX Signature Loan {$72.00} XXXX Signature Loan {$55.00} XXXX Signature Loan {$66.00} XXXX Signature Loan {$170.00} XXXX Signature Loan {$80.00} XXXX Signature Loan {$120.00} XXXX Signature Loan {$49.00} When they received the individual payments, Navient misapplied them. This is how Navient applied them ( see attached documents from my Navient dashboard showing min. payment due, late fee and payment allocation ) : Federal Loans ( 1-17 and 1-18 ) {$200.00} XXXX Signature Loan {$8.00} XXXX Signature Loan {$5.00} + {$55.00} = {$61.00} XXXX Signature Loan {$7.00} + {$66.00} = {$73.00} XXXX Signature Loan {$20.00} + {$170.00} = {$190.00} XXXX Signature Loan {$9.00} + {$80.00} = {$89.00} XXXX Signature Loan {$14.00} + {$120.00} = {$140.00} XXXX Signature Loan {$5.00} + {$49.00} = {$55.00} As a result, less of my payment goes towards the higher interest rate loan XXXX and in addition, I am being charged erroneous late fees and receiving multiple calls per day from Navient which is disrupting my ability to focus on work. This has been an on-going issue, please see complaint XXXX submitted with CFPB on XX/XX/2021. This complaint was marked as closed and I was assured by XXXX XXXX that this issue was corrected and would no longer occur. Please see the letter from her, which is attached.

I would like to point out that this issue has been ongoing for a while prior to my initial formal complaint with CFPB. I have spoken with Navient numerous times over the years to rectify this, each time being told to jump through another hoop. We have met every single demand they have given us ( demands that change each time ) in order to allocate our payments as we indicate, however they never honor their promise.

In addition to the fraudulent way they handle my payments, I am being incessantly harassed by Navient due to the erroneous late fees that result from their misallocation of my payments. Last night, at XXXX, I answered the sixth phone call from them that day. Their employee who called me was aggressive, rude and unprofessional. When I attempted to explain to her that this issue has been happening to my account for years and that every single time it warrants a discussion with a manager and still doesn't get resolved, she got defensive and told me I don't know her nor her capabilities. When I explained to her what has been going on, she said I sound misinformed. She was yelling at me, talking over me and clearly incapable of handling the problem, not only due to her role, but also due to her inability to listen to the problem and remain professional. So not only am I being defrauded by Navient, I am also being harassed and attacked by Navient as well. 

I am distraught because there seems to be no recourse and no accountability. My mental health is suffering due to Navient 's abusive practices. My work day is getting interrupted by their constant phone calls. I am losing sleep, having XXXX  and XXXX due to this issue. I am a person, Navient is a huge corporation. I see no way out of this massive burden despite following all of the rules. They have proven time and time again that they can do this to me and others, and since we can do nothing and they continue to profit from it, they will continue to do this. Where is the consumer protection?

Company response to consumer: Closed with explanation