Consumer complaint received 2019-11-16
Company: Navient Solutions, LLC.
State: MI
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I am writing to complain that Navient took more money from my checking account than they said they would, resulting in my checking account being overdrawn. 

On XX/XX/2019, I received an email from Navient informing me that my Rate Reduction Program was ending and I needed to file another financial statement. 

On XX/XX/2019, I filed the financial statement from the website referred to in Navients email. I called Navient, and they said they had received it, but that I could not re-enroll in the Rate Reduction Program until after XX/XX/XXXX. They told me to call them back after XX/XX/XXXX and that my financial information would already be on file. 

On XX/XX/2019, I received four emails from XXXX informing me that on XX/XX/2019, they would take a total of {$230.00} from my checking account. 

On XX/XX/2019, I received an email from XXXX XXXX - Navient XXXX informing me that I needed to contact Navient to re-enroll in the Rate Reduction Program. 

On XX/XX/2019, I received an email from XXXX informing me that on XX/XX/2019, they would deduct a total of {$230.00} from my checking account. This email was similar to emails I received each month from Navient informing me they would deduct a total of {$230.00} from my checking account. 

On XX/XX/2019, I contacted Navient and spoke to a young lady that told me that my monthly payment would increase to {$280.00}. I told her I could not afford that much of an increase and asked her to lower it. She told me that she was doing me a favor and I should be grateful to Navient for not charging the full {$460.00}. I started crying and ended the call. About 10 minutes later, three police men knocked on my door and told me they had been contacted by Navient. They said that someone from Navient told them that I was threatening to do harm to myself. This was not at all true. I told them that I never said that, that I was simply crying and they left my house. I was very frightened and embarrassed that the policemen came to my house, and I was in awe that someone in another state could send policemen to my house without proof of any wrongdoing. 

On XX/XX/2019, I contacted Navient and spoke to a young man ( XXXX ) who told me that I was enrolled in a program in which I had to pay {$460.00} a month for six months, then pay a reduced rate for another six months. I told him I had not enrolled in this program. He told me that because I had already paid {$460.00}, he could not take me out of the program. I told him that I was not enrolled in the program. I told him that I had not paid {$460.00}. I told him that I had 2 emails from Navient saying that they would take {$230.00} from my account on XX/XX/2019. I asked him why Navient did not take the {$230.00} from my account on XX/XX/2019, as the email I received indicated. He told me that he did not know anything about the emails, and that because I had already paid {$460.00} in XXXX, I would have to pay {$460.00} for the next six months. At this point I asked to speak to his supervisor. 

After a long conversation with his supervisor, she told me that I had already paid {$460.00}, but that she would enroll me in the Rate Reduction Program in which I would start paying {$260.00} per month starting XX/XX/2019. I told her I had not paid the {$460.00}. I told her I did not have {$460.00} in my checking account. She told me not to worry about it, and that I would start paying {$260.00} per month starting XX/XX/2019. 

On XX/XX/2019, Navient withdrew {$460.00} from my checking account at XXXX XXXX, causing my checking account to be overdrawn and preventing me from paying other bills. I was also charged a fee of {$34.00} for Insufficient Funds leaving me with a balance of XXXX. 

On XX/XX/2019, I spoke with XXXX XXXX at Navient who told me that the money should not have been deducted from my account. I requested that Navient cancel all future deductions from my account because I did not want this mistake to happen again. XXXX told me that I could not do cancel all future deductions because it would take me out of the Rate Reduction Program if I did. XXXX told me that Navient was going to refund the money, but it might take a while depending on the actions of my bank. 

On XX/XX/2019, I spoke with a representative of my bank who told me that as long as I allowed Navient to take money out of my account, they could take as much as they wanted. He said that they would not prevent Navient from refunding the check, and that Navient had not contacted them to correct the mistake. He suggested that I contact the XXXX  XXXX  XXXX. 

Navient has not refunded any of the money, and my checks are being returned. Because of Navient I am falling further behind in all of my debts.

Company response to consumer: Closed with explanation