Consumer complaint received 2019-05-16
Company: Navient Solutions, LLC.
State: WA
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 know I have been wrongfully charged late fees and interest applied to my total remaining balance due to the complete incompetence of payment processing and auto pay set up with Navient Corporation. This has occurred over the entire course of my student loan repayment after leaving college though I do not. I unfortunately do not have much record of the incidents leading me to this conclusion at this time. I hope to seek Justice in this matter none the less. Navient Corporation has called me many times over the course of my Dept repayment to inform me of late and not received payments. On the first of these phone conversations which they informed me was being recorded, I complained about not being able to login online to view my debt. They informed me this was due to them not having my correct social on file and asking me to mail a copy of my SSN card in the mail to the company. I complained that I would like to set up autopay to avoid these late fees and misprocessed payments, only to be told that I would first need to send in my SSN. I was extremely frustrated by this and failed to comply, thinking it a ridiculous request. Only to find out the next time I spoke to them over the phone that in fact, they do have my correct social on file and I don't need to mail anything in. I then was finally allowed to bring my balance current and I asked to set up auto pay to avoid problems in the future. I gave the representative on the line my account and routing number and was informed that it was set up and everything was taken care of. This occurred about a year ago, only to find out six months later, that in fact, auto pay had not been set up and I was again late in my payments for the entire time that I was under the impression it was on auto pay. I then was given the option to bring my balance current again, which I did and I also made sure to have them set up auto pay to avoid this from happening again and gave them my routing and account number a second time. I was given yet another " all future payments are set up for autopay '' by the company representative. I have just today ( XX/XX/2019 ) been informed that in fact this was another lie. I just moments before typing this complaint was on the phone with Navient to complain about not being able to login online to see my loan. The representative again informed me that I am past due on my payments and that auto pay has not been set up. I could barely believe it and tried explaining my situation to the representative who was unsympathetic. So I made my balance current yet again and yet again set up autopay. Only this time I asked for Navient to send me written confirmation of autopay being set up. I feel as though I may never receive justice for the years of mistreatment and additional charges and delayed loan payoff and credit score hits received due to the gross incompetence of the payment processing of Navient Corporation

Company response to consumer: Closed with explanation