Consumer complaint received 2017-03-05
Company: Navient Solutions, LLC.
State: MD
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
On XX/XX/2017, I made a {$1000.00} credit card payment to my student loan provider, Navient ( ex XXXX ) and asked the customer service rep. to cover the total amount due ( {$580.00} ) and apply the amount left over ( {$410.00} ) to a specific loan, since that loan has the highest interest rate ( 4.25 % ) and it 's the smallest loan. Mysteriously, the amount left over was not applied to that loan, but rather to the largest loan ( {$32000.00} ) I have with the highest interest rate ( 4.25 % ). 
I pointed out the problem from XX/XX/2017 to another rep. on XX/XX/XXXX and she told me that the reallocation of {$410.00} from the highest loan to the smallest loan would be processed by XX/XX/2017. 
I messaged Navient 's live online messaging service on XX/XX/XXXX to explain the problem and the rep. told me that they were looking into it and that it should be reallocated by the following week. 
On XX/XX/XXXX, I called to yet again follow up and also make another payment, but nothing regarding the misallocation from XX/XX/2017 had been done. I received no correspondence regarding this matter. I pointed out the problem to another rep. this time and he told me that the reallocation of {$410.00} from the smallest loan to the largest loan would be processed at the latest by XX/XX/2017. 
On XX/XX/2017, I called yet again regarding situation from XX/XX/2017 and also to make a further payment. I explained the situation to yet another rep. and received his permission to record our conversation, and then made a payment with him. After the payment, he transferred me to a manager, XXXX. He denied me permission to record our conversation. I was very distraught and explained to him why I was upset. I then threatened legal action and to write a formal complaint to the Consumer Financial Protection Bureau if I did n't receive some form of written correspondence telling me they were dealing with the situation by the end of that day. He acted tough and told me that the " Monetary Department '' dealt with these matters and that no one from that department was in. I was on the telephone for 2 hours as both he and and the other rep. put me on hold " looking '' for someone. 
After that phone call, the situation turned extremely weird. When I went to log into my online Navient account an hour later, the access was denied and I had to " re-register '' with a new login-name and password. After re-registering, I noticed that, although I made a payment on that day ( XX/XX/2017 ) totaling {$700.00}, that sum was also never applied to my loans and the amount of my smallest loan actually increased by {$240.00} ; my payment " disappeared '' and I have no idea what the increased amount of {$240.00} is. What happened here? 
Even though I CONTINUOUSLY call and ask for clarification, my requests are met with a lack of accountability and customer service representatives who seem to lie about my situation. I want to know where my money went and why more money has been added to one of my loans. 
I can prove all of this, since I record all correspondence and take before and after screenshots of my payments.

Company response to consumer: Closed with explanation