Consumer complaint received 2017-07-17
Company: Navient Solutions, LLC.
State: NC
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 got a {$10000.00} loan with   XXXX   XXXX   in  XX/XX/XXXX , with my mom as my cosigner. I have since graduated from   XXXX   and have some   XXXX   XXXX   courses complete.   XXXX   XXXX   sold my loan to Navient at some point over the years. When I graduated college in  XX/XX/XXXX , my mom, who was my cosigner for the original loan, had begun to start paying the loan. I enrolled in   XXXX   XXXX   in  XX/XX/XXXX  and called  XXXX  to let them know that I was now enrolled in college again for a   XXXX   degree. I asked them if I could still make payments while in deferment and was told that if payments were made while in deferment, the amount due would be double the original payment while I was out of school. Both my mom and I called and got the same response and thought it was crazy to pay double for this loan. The original monthly repayment was {$190.00} a month and they were now asking for {$280.00} a month if my mom wanted to continue paying while I was in   XXXX   XXXX   It seemed pretty ridiculous so she did n't pay while I was in   XXXX   XXXX  . I recently decided to take a break from   XXXX   XXXX   in  XX/XX/XXXX . My payments with Navient were due in XX/XX/XXXX . However, this time, my mom called to pay over the phone and was told that the payments were only {$140.00} instead of the original {$190.00}. We also discovered that my initial {$10000.00} loan was split into  XXXX  separate accounts since the loan was split between  XXXX  semesters. There was also another loan on my account for {$1700.00} from   XXXX   that we both have no recollection of because we only got the one loan from them. The past 3 months, Navient has been calling me, my work phone, and my mom constantly all day every day asking us to pay the past due balance and bring the loans current. My mom has documentation of paying on time every month. We have been told different things by different customer service representatives each time either of us call. The first time we had this issue in  XXXX , I was told that my mom needed to find a better way to pay instead of sending a check in the mail. The agent stated that it took 15-30 days for them to process a payment by check and that my mom needed to either start paying online or by phone in a rude manner. Turns out that was a big lie! My mom called the next week to pay the following month by phone and was told that her checks were received the previous month but applied to different accounts. The guy she spoke with also stated that che cks were   processed as soon as they received them which was completely different from what the woman I talked to told me. Since then, both my mom and I both have been getting calls all day every day asking for payment to bring the account current. Each time my mom provides information showing proof that Navient indeed got her check and cashed the check. They tell her something different each time. They tell her she wrote the wrong account numbers on the check, which she had the correct account numbers on the checks to start with, they tell her they received it late but the bank statements show different, they also told her recently that in order to release her as a cosigner the payments have to come directly from her account for a consecutive 12 months. But when they called the next day asking for payment they told her the payments have to come out of my account for 12 consecutive months in order to release her as a cosigner. This has gotten extremely frustrating and such a hassle to work with them, when we are making the payments on time every month but they are constantly harassing us about missed payments which is completely false. They always end the call with they have updated my account with the correct information and fixed the issue to reflect payment was made on time and it should reflect on the account to within 2-4 days and stop the harassing calls and they always end up calling right back the next week like clockwork. I tried to ask them how I can get an income based repayment plan and they said that was n't going to happen and that they do not do income based repayment plans. But they are emailing me about putting my loans in forbearance, which I do n't want to do. The fact that were not the only ones with this issue and that they are being sued for this very thing is disgusting. I no longer want any contact with navient and would like something to be done about this company.

Company response to consumer: Closed with explanation