Consumer complaint received 2015-03-28
Company: Navient Solutions, LLC.
State: TN
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:
I graduated from XXXX XXXX in Tennessee in 2010. I messed up my grades and lost some scholarships but continued my degree, financing with student loans, federal and private. After graduating, I discovered that they had been sold across the country and I was ineligible to consolidate them as my " income did n't meet criteria. '' I began to pay on the student loans and have had several slight issues that were easily and readily remedied. Then, XXXX of my loan companies, XXXX XXXX, sold all of my loan portfolio that was with them to Navient. My parents, in an attempt to help me pay down my student loans had agreed to pay off my highest interest loan ( a loan with 14.25 % interest, compounded daily ). They made an initial payment to make certain that it would be processed properly, of {$500.00}, on said loan. That payment ( plus my payment for the month ), processed properly and was applied towards the loan which they determined, the XXXX with 14.25 % interest. Here 's where things took a turn for the worse. They made another payment of {$8500.00} towards that same loan, making certain to notate that they wished it to go towards the loan at 14.25 % interest. According to their website, it showed that I now owed something near {$400.00} remaining on that loan. I continued to check their website, to verify that it would stay processed properly for almost a week. The first day I did n't check is when that payment ( the second, {$8500.00} payment ) got reallocated towards all of the loans in my portfolio, according to some matrix that no one can explain to me. I did n't catch this until I logged in in XXXX to make a payment. I noted the difference and was on the phone with Navient within the week asking them to reapply the {$8500.00} payment solely to the loan with 14.25 %. Easily done, they assured me, and told me to check back within the week. I checked back, and sure enough, they had reapplied the {$8500.00} payment towards the 14.25 % loan, but now they had taken away the {$500.00} payment and reprocessed it towards all my loans, and the loan, which, when initial payments were made, showed less than {$500.00} left on the principal, now showed over {$1000.00}. Since then, I have talked to numerous associates at Navient and tried to explain the situation to them, and a variety of assurances and civility have been shown me, but nothing has changed in the standing of that loan for all the talking that I do with Navient. They have had my loans for 3 months, and they have been messed up for 3 months. My parents are trying to get a payoff quote to pay off the remaining balance, but it should n't be over {$1000.00}, it should be closer to {$500.00}. I have been put on hold for over an hour before they 've hung up on me and I 've been asked to call back and I 've been told that the " line to the department who reapplies loans is down '' for Navient, and all of these have led this issue to continue, and I 've been told that it continues to accrue interest, compounded DAILY, while this issue continues to go unresolved.

Company response to consumer: Closed with explanation