Consumer complaint received 2018-05-25
Company: Navient Solutions, LLC.
State: IL
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 have my private loans through Navient. For the past 6+ years, I have been in a rate reduction plan, which helps lower my ridiculous $ 1300 monthly payment down to about {$500.00}. Every 6 months I have to call Navient to re-apply for my rate reduction plan, then agree to have them auto deduct my payments on the last day of every month, payday.

I have a letter in my hand that states I must call in prior to XX/XX/XXXX to re-enroll. I had it in my calendar to call on Friday XX/XX/XXXX. I woke up on Wednesday XX/XX/XXXX to find out that this company decided to auto deduct {$1300.00} out of my checking account, leaving me with a balance of XXXX. I freaked out and called Navient right away. I spoke to XXXX XXXX and explained to her this urgent matter. She was pretty nice but had nothing to say when I told her I have a letter in my hand stating I have up till XX/XX/XXXX to call in to re-enroll. She had no explanation as to why Navient decided to just take out {$1300.00} from my account, without any type of notice at all. They literally drained my account. She had me upload my bank statement showing the deduction of {$1300.00} along with the {$37.00} overdraft fee. She told me I would be fully reimbursed, along with the {$37.00} and that they would expedite this since I literally now have no money. I then went ahead and re-enrolled with her in the rate reduction plan getting my payments all squared away for the next 6 months. I hung up the phone and figured well at least I'll be reimbursed tomorrow.

Thursday morning XX/XX/XXXX comes around and the first thing I do is check out my bank account. Not only has it not been reimbursed, but I had 2 other charges come in today from other monthly bills and now both of those have been tagged with overdraft fees.

I called Navient today and asked for the on duty supervisor for the rate reduction department. I spoke to some lady and she told me that whatever I emailed to the rep the day before was " choppy '' and hard to read. I told her that XXXX, the rep I spoke to on Wednesday, confirmed she received the bank statement and she read off to me the deductions shown, proving she could read it. Anyways, the supervisor told me it was delayed because of it's " choppiness. '' I asked her why no one could pick up the phone to call me back, you know, since I'm sitting here with no money because Navient decided to just withraw {$1300.00} out of my account on XX/XX/XXXX without any notice, authorization or any reason to do so. This just seems so illegal to me. Anyways, the supervisor of course had no answer when I asked why no one is notifying me, ON ANYTHING. I told her that I have multiple small automated payments coming out of my account over the next few days so if this money is not refunded asap, I may risk having my checking account shutdown because of how Navient wronged me. She said she'd try to expedite this but she couldn't guarantee anything, So now I run the risk of having my account closed along with multiple NSF 's that will hurt my credit.

Not only did this company take out money from my account that they shouldn't have, but they NOT ONCE bothered to offer up an apology.

This isn't right. I have a letter stating I have until XX/XX/XXXX to call in to re-apply, they should NEVER have taken out a ridiculous chunk of cash like this from my account especially cause this was unauthorized and I haven't missed a payment in over 6 years now. they just got their last payment on XX/XX/XXXX, like clockwork, the last day of every month. Its not like I am behind or anything, I've been in great standing with them for years. I am just blown away how a company can just drain you account without it being authorized, and then not offer an apology and say it may take up to 5 business days for them to give me back my money.

This incident has to be illegal. And now I'm sitting here with negative 800 bucks in my account and it's about to be a holiday weekend, meaning if I don't get my money back from them tomorrow, I will have to wait till at least Tuesday of next week.

Someone please help, this is not right!!

Company response to consumer: Closed with explanation