Consumer complaint received 2020-02-06
Company: Navient Solutions, LLC.
State: AZ
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I currently have 2 consolidated student loans with Navient for attending XXXX - XXXX XXXX XXXX XXXX XXXX from XXXX. I have been making payments since I graduated. The original balance was $ XXXX. When I graduated in XXXX, I owed $ XXXX and I have been making payments ever since. My consolidated loan XXXX has a balance of {$1200.00} ; my consolidated loan XXXX has a balance of just under $ XXXX. 

On XX/XX/XXXX ( 1st call ) I contacted Navient via phone to request to repay half of XXXX of my existing consolidated student loans. Both loans were up-to-date on payments and I owed no late fees.I informed them that I had tried to " specify loan over-payment '' on their website, but the function did not work. Regardless of specifying the payment amount for each loan on the website, they automatically spread the payments across both loans through their " formula. '' During my phone call with Navient I requested, 3 times to apply {$600.00} to loan XXXX. The representative accepted the request and performed the action. He told me to wait 2-4 days for the payment to post. 

On XX/XX/XXXX I checked the Navient website and the payment was misapplied. The payment was applied to both loans instead of to loan XXXX as I requested. I contacted Navient again on XX/XX/XXXX ( 2nd call ) to inform them of the incorrect payment application. The representative reviewed the error and worked with a supervisor to reapply the payment to the correct loan XXXX. I was instructed again to wait 2-4 days for payment to post. 

On XX/XX/XXXX I checked the Navient website and observed the payment misapplication once again. I again contacted Navient ( 3rd phone call ) and informed the representative of the misapplication of payment. The representative stated that he would correct the error. He coordinated with a supervisor to redirect the funds, once again, to the correct loan account. At that time, I requested for the representative to confirm my loan XXXX balance. He stated that is was {$520.00}. I informed him that I would like to pay the loan off. The Navient representative told me that I could not pay it off. He stated that I needed to wait 2-4 days for the original payment to post and then call back. I then asked to speak to a supervisor and the representative stated " Why? '' I said that I was attempting to pay off a student loan and Navient is making it impossible to do so, all the while I am accruing interest on the loan. I demanded to speak to a supervisor. Ultimately, he allowed me to talk to a supervisor. The supervisor got on the call with me, accepted my payment, confirmed the remaining balance of {$520.00} and I provided my debit card information to complete payment. The supervisor stated that she would personally monitor the account to ensure no further misapplication of payment and that the loan would be paid off. 

I checked my Navient account today, XXXX XXXX, XXXX and the payment application is once again incorrect. Through either intentional malfeasance or incompetence, Navient continues to deny me the opportunity to pay off my student loan. All the while, I continue to accrue interest on a loan that should have been paid off several days ago.

Company response to consumer: Closed with explanation