Consumer complaint received 2019-08-24
Company: Navient Solutions, LLC.
State: NJ
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:
XX/XX/2019 I submitted a complaint, the response I received from Navient was like a robot response. 

My statements do not allow a me to know the interest is declining on my loans, also since I have been paying my loans I have made the following payments XX/XX/2019 - {$450.00} based on making extra payments. My interest is decreasing but no where on the statement does it show it being subtracted from the balance. If I do not look closely it looks like the balance is the same since the original amount of back interest was over {$10000.00}. 

XX/XX/2019 Payment {$450.00}, XX/XX/2019 XXXX, XX/XX/2019 {$100.00}, XX/XX/2019 {$320.00}, XX/XX/2019 {$200.00}, XX/XX/2019 {$200.00}. 

Navient sends a robotic response about Income Repayment and how it works. I do not receive an answer to why my repayment is not being deducted online or on my statements. 

It makes it very difficult to get Navient Service Provider Customer Service to give direct answers. It's like getting the run around. Even though they responded to my complaint the answer is the same answer I receive every single time. 

I do know there is a lawsuit, Case 3:17-cv-00101-RDM, IN THE UNITED STATES DISTRICT COURT FOR THE MIDDLE DISTRICT OF PENNSYLVANIA. 

I also read there are other states who have other complaints against Navient. I would appreciate if New Jersey would file a complaint as well. Reason being as a graduated student who has student loans, the statement was changed for students who are on the Income-Driven Repayment ( IDR ) Plans do not receive the correct statements about payments being deducted or how their payments are reducing their loans or if the interest is accruing. 

As an adult and former student I think this needs to be rectified because it gives students the impression payments are not being deducted from the account. The online reads the original amount of the debt, it does not show a reduction in the balance neither does the statements. 

Navient refuses to allow students this important information and the statements are not the only problem. The online statement deceives a student or borrower from understanding that payment should be made. 

I have on the Navient site that I want to be billed every month and online it says no payment is due. My due date is the XX/XX/XXXX of every month. This deceives a person to believe they can skip that months payment. When in actuality they owe a payment that may not show up until the XX/XX/XXXXof the month. 

The Ethical practices of Navient is the problem for students. They do not answer questions with a direct answer, the statements are hard to read, do not show a balance the subtraction of a payment and the add in of interest for the month. They do not allow students to know a payment is do online two weeks prior to a payment being owed. Students get robotic responses or script responses that do not give proper information on where a payment is going, how much their interest is a month per consolidated loan Subsidized or Unsubsidized and no where on the statement does it show a breakdown of where the payments are subtracted from the interest or the full consolidated interest.

Only traditional loans or Standard loans are receiving a proper statement that deducts the payments and shows accrued interest.

Company response to consumer: Closed with explanation