Consumer complaint received 2019-02-10
Company: Navient Solutions, LLC.
State: MT
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I am in the PSLF program with XXXX and I requested that Navient revisit my loan payment of XX/XX/2012 as they report it as short. Sallie Mae took over my Direct Loans without my approval inXX/XX/2012. In XX/XX/2012 I received a bill for {$1200.00} that did not reflect my Income Based payment plan that I was on with Direct Loans. I called to have my bill recalculated based upon my income and I was eventually told my new payment would be {$390.00}. The representative also stated my first payment would be due on XX/XX/XXXX so I made my payment early on XX/XX/XXXX. The following month I received a bill for {$410.00} and paid it in full. The next month it dropped to {$400.00}. I have found out through XXXX that this payment does not count toward my 120 payments because the payment was not for the full amount. 
I can only assume the customer service representative only saw the payment for loan # XXXX and did not include Loan # XXXX. At the time I was not aware they were separate loans. I paid the amount she instructed me to. As you can verify from my payment history I have always made my loan payments in full and on time. I made my payment in good faith for the amount I was told was due. Obviously if the representative would have told me to pay an additional {$12.00} I would have done it. Unfortunately they did not provide a written statement reflecting the new amount due so I made my payment based upon their employees verbal statement of the amount due. I have submitted documents proving my case. Document 1 shows the original payment due of {$1200.00}. XXXX that did not reflect my correct IBR plan. Doc 2 clearly shows my payment of {$390.00}, no amount past due, and a XXXX payment due of {$390.00}. ( apparently this was an additional statement error that was then changed to {$410.00} ). Again I made my payment on time for the amount I was told. I should not be responsible for their billing errors. As I researched Navient online it appears this is a common practice.

I contacted Navient ( since they took over from Sallie Mae ) to try to get this issue corrected. They did not credit the payment as requested and I have included their summary as the last document. The bottom line is that I paid the amount that was requested by their agent, I paid it 2 weeks early, and when they billed me an additional amount ( above the statement amount ) the following month I paid that in full as well. Clearly I met my obligation for that to be a qualifying payment.I should not be punished for their employee 's mistake. As I am nearing the end of my PSLF program I am trying to ensure I have credit for all of my payments. With the uncertainty surrounding the program itself, every payment is crucial before the program ends so I really would appreciate your assistance in resolving this as soon as possible. I can be reached at ( XXXX ) XXXX or via email at XXXX. 
Thank you XXXX XXXX XXXX Acct # XXXX

Company response to consumer: Closed with explanation