Consumer complaint received 2017-11-04
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Dealing with XXXX XXXX and now Navient is very frustrating. I have two type of loans that are serviced by this company. 
This complain is to address private loan information provided by the system and by agents on the phone. For many year already according to the system every month I have a past due and from the previous month. I have auto pay set up with this company so I called to verify and the costumer service agent looks and does not find it. recently on one of those calls I was told that over the years I have paid less because my interest rate is variable ( which I do n't remember so I asked for the copy of the paperwork I signed to be mailed to me taking a variable student loan rate and they sent papers with out my initials/or signature on those specific pages ) following that information the agent told me that in fact i was a month ahead of my payments and technically I was not in default but I need it to take action and they recently launch a payment/auto pay program and will reduce my interest XXXX if I enroll. 
Because getting an agent in the phone its such a hassle that as a a result of that phone call I end up signing up for a new auto pay with variable deductions from my account and decided to wait for the copies of the paperwork because I only remember having variable interest rates on the house mortgage ( I even had cosigners in my student loans to keep those loans at a low interest ) again the paperwork only has a few pages sign by me and none of those indicate I agreed to that interest. 
Today, I called to return phone calls and the system still tells me I have a past due from last month and after that says you have a schedule payment for __/__ ( The schedule payment is part of the recording is correct because of the auto-pay I had set up for years and recently " Upgraded to their new You do n't know how much we are going to take from your account every month program '' I find that this very frustrating, I do get bills once in a while and when I call to verify and talk to an agent he/she will say to ignore and they do n't know why ( after being transferred so several departments ). there are times like the past two weeks that I get phone calls during the day but I cant answer the phone during working hours, so when I call back they are close. Another issue when contacting the company over the years is that some agents seem to have memorize sentences and ca n't answer a question because the of limited language proficiency. I have notice that this happens more in the billing department. 

Why cant the costumer know the monthly deduction for sure so regular people can budget. because of this uncertainty I have to wait every month for them to deduct so I can take care of other financial responsibilities. 

I also have federal loans service by this company and that is also difficult to reach. every thing is a different department and even to reset a online log in is complicated because its other department and I 've been trying to set up auto pay for this loans for several months already and its still not happening. 

After years of dealing with the company XXXX old and new name ) I am starting to think that they do wants your money plus all the crazy ways they find to multiply it But purposely they are making it hard for costumers to pay it.

Company response to consumer: Closed with explanation