Consumer complaint received 2019-07-09
Company: Navient Solutions, LLC.
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Hello, Today ( XX/XX/2019 ) was the 3rd time I called Navient about my loan issue. I made a payment to Navient on XX/XX/2019 in the amount of {$81.00}. On XX/XX/2019 my loans were transferred to XXXX. XXXX has since been charging for the month of XXXX payment which I have already paid to Navient. I called XXXX and explained that I had already made this payment and they told me to speak to Navient about it and have them transfer that information to them. I called Navient and explained what XXXX had told me and Navient stated they would refund me the {$81.00} and I will then make that payment to XXXX. While on the phone with Navient, they told me they requested for me to get my refund and I should get it in a few weeks. 

When about a month went by and I didn't receive a refund, I called Navient back and the agent told me they saw no such request in my account and she went ahead and made another request for me. She stated that I would get my refund by XX/XX/2019. When XX/XX/XXXX passed and I still had not received my refund, I called Navient ( Today ) and I spoke to an agent by the name of XXXX XXXX, code number : XXXX I explained my situation to XXXX and told him that I had not received any refund. XXXX put me on a brief hold, came back and explained that I made a payment with Navient for the month of XXXX and that I have a XXXX balance with the company. As I tried to explain to him that I understand I have a XXXX balance but XXXX didn't receive XXXX 's payment he refuse to let me talk. He cut me off and began to speak over me. I told him that I allowed him to explain the information he got and told him to let me explain what XXXX told me and he cut me off again, spoke over and put me on hold as I was speaking to him! I asked to speak to his supervisor which he explained that she was sitting right next to him. The supervisor 's name was XXXX ( female ), code number : XXXX. 

XXXX came on the phone and explained what was going on with my loans and I told her that I would like to make a complaint how rude and disrespectful XXXX was to me. I explained that I have never gotten such terrible customer service from an agent. I asked her for a phone number to file a complaint and she did not give it to me. She said I can file it with her. She then went on telling me that I no longer have an account with Navient as to explain why I want to file a complaint or why I can't file a complaint. I asked her for the name and number of her superior and she did not give it to me. I asked her for her last name which she denied and then I asked her for her code number which she gave to me. She would not give me any other information on how to file a complaint and went on saying that we could call XXXX together to speak to them about this payment. I agreed but ended up ending the phone call because I was too upset to speak. 

I went online and found a number to file complaint about these unprofessional agents that I had just spoken to and to see if someone else could help me fix this issue. I called XXXX and was given this website to file a complaint. 

I had been with Navient for many years and made payments on times, each time. I had NEVER felt so disrespectful by any agent ever in my life before. The way that those agents spoke to me and their lack of professionalism was disgusting!

Company response to consumer: Closed with explanation