Consumer complaint received 2019-06-16
Company: Navient Solutions, LLC.
State: WA
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 am so frustrated at the lack of care and responsibility taken to fix a problem that happened because Navient wasnt doing their job correctly and clearly violated my instruction and legal language on how to apply my payments. 

On XX/XX/XXXX I made an overpayment of {$2200.00}. This was my first overpayment ever on this loan. After looking at my account on XX/XX/XXXX I saw that Navient advanced my payment, even though I directed the payment not to in their Direct Overpayment section and while having my account preference set as the following in quote. 

" Overpayment Directions Allocation Direction : Lowest Current Balance Billing Direction : Bill me for my full monthly payment For your loans in Auto Pay, your Auto Pay payment will always be for the full Monthly Payment Amount, and will continue to be deducted monthly. 

Can we note the ALWAYS in this quoted section on my account. 

At this point I called their customer service and a rep said I " directed overpayment appropriately and correctly when making the overpayment on XX/XX/XXXX. I asked " then why did you advanced my account? '' She said I dont know. 
I mentioned at that time there is no " XX/XX/XXXX, which is the normal payment due date, date listed as pending or processing on my summary in my account. I said this because I have on my account to bill me for my full month, as mentioned above. And as of XX/XX/XXXX Im technically late on my payment and will start incurring fees. She said she was going to make a manual payment of {$300.00} and honor that it was made on time, XX/XX/XXXX because of Navients error. She made this payment when I called on XX/XX/XXXX. 

On XX/XX/XXXX I looked at my account and Navient charged me TWO charges of {$300.00}! One on XX/XX/XXXX and one on XX/XX/XXXX. Overdrafting my checking account to - {$110.00}. I called Navient customer service immediately after seeing this. 
XXXX said that I had to submit photos of my bank account showing that Navient charged me twice to the upload inbox in my account. I did so immediately. She said she would expedite the request because they overdrafted my account. Today, XX/XX/XXXX, I see that Navient removed the XX/XX/XXXX charge and left the XX/XX/XXXX charge in the summary on my account. However I still have NOT received the improperly pulled Second charge of {$300.00} back into my bank checking account. 

The second issue also happened today XX/XX/XXXX. This morning I got an email saying my a snapshot of your monthly statement payment on XX/XX/XXXX will be {$210.00}. My normal fixed payment is {$300.00}. Logged in my account today, XX/XX/XXXX, says I will be paying {$300.00} on XX/XX/XXXX, which is my normal payment. 
My payment should not be anything more or less than {$300.00} because that is my normal payment that is agreed upon when submitted my IDR. My concern is that when I made an overpayment and Navients customer service advanced my payment, which my instructions said explicitly not to do and their customer service rep said that I correctly directed the overpayment on [ my ] end., on top of them making a manual payment of the {$300.00} and allowing another charge of {$300.00} to pull out, has now messed with my normal payment. 

Their lack of care and urgency in fixing an issue that was clearly explicitly disregarding written rule on my account with the following instruction : " Overpayment Directions Allocation Direction : Lowest Current Balance Billing Direction : Bill me for my full monthly payment For your loans in Auto Pay, your Auto Pay payment will always be for the full Monthly Payment Amount, and will continue to be deducted monthly. 

Is unauthorizable, criminal, and unjust. And I demand answers.

Company response to consumer: Closed with explanation