Consumer complaint received 2019-06-23
Company: Navient Solutions, LLC.
State: GA
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:
Navient ( and Sallie Mae prior to transition/re-brand to Navient ) have overcharged me approximately {$35000.00} since XXXX. Navient has been debiting an extra payment of {$220.00} every month that was not applied to my loans. 

This came to my attention when I paid off my loans in XXXX of XXXX, yet Navient continued to debit {$220.00} from my account AFTER said loans were paid and closed. I did not catch this sooner because my loans go back to the early XXXX, pre-Internet. I had payment coupon books to send paper checks by postal service. I spent time in forbearance with accruing interest. Loan balances went up because of accumulating interest, payment amounts were increasing and in flux. 

Then in XXXX there was a Sallie Mae consolidation into two loans. At that point things stabilized but all that registered with me after all the changes was that 1 ) I have 2 loans 2 ) Navient/Sallie Mae are taking 2 payments each month. From there I just tuned out on autopay because I knew that I would be paying this for another 15 years. 

Fast forward to XX/XX/XXXX and I pay off my loans in full. No more debits should hit my account from Navientbut still Navient continues to take money from my account. This of course is a major red flag and finally I see that they had been taking the extra {$220.00} per month all these years. 

Where did that money go? It was not going to my loan, as you will see from attached documents I notified Navient of this around XX/XX/XXXX ( over a month ago ). Navient rep did acknowledge verbally they could see the {$220.00} on recent internal statements ( which is odd because when I log into my Navient account online there is no record of the monthly {$220.00} definitely it was NEVER being applied to my loan ). I have the bank statements and ACH confirmations/debit IDs from XXXX XXXX XXXX showing the extra debits from Sallie Mae prior to XXXX ( or so ) and from Navient since. 

After a month, no one at Navient will give me answers or give me a timeline to get my money back. They do not communicate and do not deliver on promised call backs. I have to call them and each time I do I get ambiguous information and nothing more than " it is being researched ''. 

{$35000.00}! 

I have attached the following : Excel files : Navient by Transaction this is the complete record of payment history on my 2 loans. Two loans serviced per month that were combined into a single payment/debit or {$160.00} monthly. This was the legit payment being applied to my loan from the point of Sallie Mae consolidation, XX/XX/XXXX to XX/XX/XXXX. 

PDFs : Navient 1098-E Shows interest on my loans reported to IRS by Navient for calendar year XXXX. This will tie back to Navient by Transaction worksheet and confirm that I had no other loans on with Navient and that the payment of {$160.00} was the only legitimate payment owed. 

JPEG Images : Sallie Mae Consolidation Autopay This is a letter from Sallie Mae informing me of rate discount for autopay. It shows the date of consolidation when Sallie Mae became loan servicer and when debits began XX/XX/XXXX. 

Navient Paid in Full w highlight This is a screenshot of my current Navient account status. It shows paid in full with the last three transactions on the account for my loans : {$1600.00} payoff amount plus last two monthly debits of {$160.00}. PAID IN FULL as of XX/XX/XXXX. 

Most Recent Transactions This is a screenshot from my bank account of all Navient transactions ( debits ) available to view online. This will show you that the {$220.00} was also being taken from me every month and it will show that the {$220.00} continued to be debited AFTER I made the final payoff amount. I contacted my bank to block any future debits from Navient Please let me know if you have any questions or I can provide anything else to motivate them to return my money. 

Thanks.

Company response to consumer: Closed with explanation