Consumer complaint received 2018-11-18
Company: Navient Solutions, LLC.
State: MI
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 have now, for 4 months in a row, had the exact same conversation via the phone for how to specifically handle my payment, and for 4 months in a row Navient has botched it. This month, not only did they handle it improperly, but they increased the minimum payment terms of my loan, without my consent, and then withdrew an amount for autopay BELOW that amount, cause a " missed payment '' alert which I had to handle myself. I have yet to be advised on whether it was reported to the credit bureau 's or no, which would make this problem bigger than it already is. 

In XXXX, I wanted to increase the payments on my two loans to {$220.00} - with {$150.00} going to loan number 2 and the remainder ( {$77.00} ) going to loan 1. I called Navient, and during this first conversation, I was assured new payment structure was taken care of. That month 's payment date passed, and my auto-payment had not changed, so I called again. 

During the second conversation, in XXXX, the woman I spoke with informed me she couldn't understand what the other representative had done, and she had no record of the increase being requested. Furthermore, it appeared that my minimum payment was not set to what I was currently paying, which was not the case the month prior. I had been paying more than the minimum amount up until this point. She says she's unable to reset this minimum payment amount, as she isn't authorized to do so. 

The following month, XXXX, the amount of {$150.00} was withdrawn from my account and split evenly between both loans. I called, again, and explained this was wrong, again, and the representative again informed me the change would be applied. 

No change happened in XXXX, and so, I called AGAIN to discuss this issue. Additionally, at some point in the process, Navient began reporting the same loan TWICE to the credit bureaus, using identical loan numbers but one loan having additional digits at the end, so now I have a duplicate loan showing up on my credit report. I discuss this issue while on the phone. I'm told by Navient this is the credit bureau 's fault, but I know that can't be the case because I'd already spoken with all 3 of them and they informed me they're simply posting the reporting they are receiving. 2 bureau 's are receiving one loan ID and the other bureau is receiving another ID, so  these loans show up in all credit reporting as different loans. These duplicate reports originated with Navient. 

During this phonecall, we walk through the history of the process to this point, detail exactly how I'd like my payment to be distributed, and exactly how I'd want auto pay set up. The representative assures me this time we're set up correctly, says she'll put a rush on it to get it applied before next payment, and apologizes for the issues I've experienced. 

This month, XXXX, Navient somehow increased the MINIMUM amount of my loan payment in my loan terms again, now to XXXX, withdrew the PREVIOUS INCORRECT AMOUNT of {$150.00} for auto payment, and emailed ME saying they haven't received payment. They payed XXXX to one loan and NOTHING to the other loan, so I had to log in today and take care of it myself when I received a notice of missed payment. 

To recap, my minimum payment was increased twice without my knowledge, but auto pay was never allocated correctly, so I'm now paying LESS than a minimum payment which is 4 times higher than what it was when I initially set out to get my payments changed. I'm now in the midst of figuring out if they reported a missed payment to my credit history. 

I have no idea what recourse I have, but I hope this can be useful somehow, to someone. Please advise if you are aware of any next steps I can take. 

Thanks a lot for your time, XXXX

Company response to consumer: Closed with explanation