Consumer complaint received 2019-01-04
Company: Navient Solutions, LLC.
State: TX
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 recently refinanced my student loans, both federal and private that were serviced by Navient, with XXXX XXXX. An EFT was sent from XXXX XXXX for a Total of $XXXX on XX/XX/2018 to Navient. They applied $XXXX toward the Stafford loan but nothing was applied to the two private loans with the company (Navient). No one can tell me where the funds were applied. When I contacted Navient about this, the first representative told me that there was no way that I was able to refinance my personal loans with another company because no one does that. He advised I contact that loan company. I told him I would and that he was most certainly incorrect about all this. I contacted the company that did refinance my student loans, XXXX XXXX, and they verified that they did indeed refinance the loans and send the payment via EFT on XX/XX/2018. I called Navient back and kept the representative from XXXX on the phone with me in order to stop having to call back and forth with each company. I disclosed to the representative at Navient that I had a representative from XXXX XXXX on the phone as well. Both representatives disclosed that they would be recorded and I verified that it was ok for them to discuss my loan information with each other. Once the representative from Navient was told that the call would be recorded, he had to decline interacting with the representative from XXXX XXXX. I had to disconnect my call with the XXXX XXXX representative.

The representative from Navient asked that I contact XXXX XXXX to get a copy of the EFT or front and back copy of the check that was sent to Navient so that they could investigate where the money had gone. I was to upload these documents to my account and they would find out in a few days to weeks. Meanwhile, I am still accruing 12% interest on these private loans. He assured me that all charges would be backdated to when the EFT was received. I questioned this statement. Did he mean XX/XX/2018 or when they find where the mistake was made? I was told when the EFT was received. No clear date was verified. I stated to him that it is funny how a Federal loan was paid in full but the two personal loans that are owned by Navient were not.

I called XXXX XXXX, again, and they cannot send me a copy of the EFT due to private banking information. I understood. They also assured me that they have a representative who is working to contact Navient about where the money is and getting it applied to the correct account. I don't understand how Navient can apply one loan correctly and not the others (that they profit from).

I understand that both financial institutions are working on this matter. Navient has been very uncooperative and has really make this more complicated and frustrating than it needs to be. It is my hope that this is resolved quickly so that I no longer have to deal with Navient again. They make any process in dealing with them over-complicated and frustrating for the consumer. The past 13 years that I have had to deal with them has been beyond aggravating; from having due dates messed up, causing a late payment, to being forced into a forbearance (still had to pay for to apply for it) when I was XXXX. Today was just another hiccup in a series of issues I have had with this company over the years.

Company response to consumer: Closed with explanation