Consumer complaint received 2018-07-06
Company: Navient Solutions, LLC.
State: GA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Keep getting calls about your loan

Complaint:
Starting on XX/XX/2018 : I scheduled a bill payment to come out of my bank account for the total amount ( which at the time was XXXX ) on the loan. On XX/XX/2018 : The bank mailed the check out so that they would receive it by XX/XX/2018. On XX/XX/2018 : The check was received and cashed by a Navient office in XXXX XXXX, Pa, so I checked the website to see if the account was free and clear of all charges. To my surprise it was not. Because this was a Friday, I waited until Monday, XX/XX/2018, to call Navient to see what was going on. I was told that I needed to make a dispute letter and send in the copy of the cashed check because if the account number is not on the check then they just cash it and do nothing with it. I was also told that I should have made two different payment because the Department of Education Loan is in XXXX, Ga and the Private Loan is in XXXX XXXX, Pa. I explain to him that the website is a little hard to understand to where you should send payments and for what. He had agreed with me that yes that is the case. I did what he had said. I uploaded dispute letter and the copy of the cashed check. On XX/XX/XXXX, I called them to see if anything was done and again was met with nothing to done. They did not know where the funds were, but they were going to request a investigation so that the funds can be found and distributed accordingly. On XX/XX/XXXX, I received a call from a representative from the Private Loan. I explained to them what was going on. Again nothing has been applied to the two loans, but the matter should resolve itself within 2 to 4 business days or by XX/XX/2018. On XX/XX/2018 : I received another call from a representative of Navient ask for payment. I told them that they need to locate the funds I already submitted to them and apply it to the account. He told me I needed to just pay them what I owed them, so I hung the phone up. Later that same morning, I received another call from XXXX, another Navient representative, she was asking for payment again. I explained to her what had happened. She did her own investigation and called the Department of Education Loan to see if they had the funds so that the private loan can send a request to them and get the money applied to the account. We both were on the phone with XXXX from the Department of Education Loan. He checked his system and said he did not see any payment or had any record that any money was paid. After leaving that conversation, XXXX asked me to resend the information of the dispute letter and copy of cashed check and to add a coverletter. She said because it was Saturday to check back with them on Monday to see if they received it and what was the status. On XX/XX/XXXX, I  called Navient and spoke with a XXXX XXXX. She told me that two request have been sent to find and request the funds. She said at this point all she can do is send another request. She also informed me that they were waiting for the check to clear and to call back Wednesday, XX/XX/2018. At this time, I am totally frustrated with the situation and she turned me over to her supervisor XXXX. He said the funds was at the Department of Education. Again, from the conversation with XXXX, I knew that it wasn't and tried to explain that to him. He told me not to argue with him and that knew what he was talking about. Then he proceeds to ask where did the check go, I gave him the address. He said I sent it to the wrong and address and tried to give me that right address so that I can send in another payment. I again explained to him that the amount was suppose to take care of the payment due in full. He started arguing again and I hung up on him. I called my bank to see if the check had indeed cleared. The bank representative said the not only have said check been cashed, but it has already cleared the account. Again, they did not know where the funds are. On XX/XX/2018, I called again and spoke with XXXX XXXX again. She said that the situation is still not resolved and they were still waiting for the funds to be transferred. She also said that like she told me in our earlier conversation that I need to just wait. On XX/XX/2018 : I  checked my email to see a email from Navient requesting that I go to the website to take care of the payment that is overdue. I called them again and spoke with XXXX. She informed me that the funds still have not been found and were not applied to any accounts. She then said that maybe it has something to do with their corporate office, but no one was there to talk to today. I explained to her that the longer they drag their feet in solving this the loan is increasing in value. She transferred me to XXXX, her supervisor. XXXX called the Department of Education again to check to see if they have the funds again and was told they did not. I told her that I know that Navient does not care about what is going on with me because it is not them, but this is not only effecting me but my father also because he is my co-signer of my Private loan. I also explain to her that I am starting to feel that someone is walking around with my money in their pockets because it does not take this long for money to be transferred especially with the account number on the check. She said that she will give me a call back when she hear from someone in corporate office. This was around XXXX XXXX. It is now XXXX XXXX and I have not heard nothing from them yet.

Company response to consumer: Closed with monetary relief