Consumer complaint received 2017-07-01
Company: Navient Solutions, LLC.
State: NY
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:
Hello, Since I first started writing this yesterday ( and lost it ), Navient has made some odd attempt to correct this situation. I still want to post about it here, as their resolution is still costly to me and as of Sat XX/XX/XXXX EST, the situation has not been resolved and my bank account is still in the negative. <P/>I called Navient on Wednesday, XXXX XXXX to discuss another issue, but was talked into making a {$3000.00} payment over the phone. I called back within 90 minutes, maybe within an hour, to say that I needed to reverse that payment. On second thought, I realized that I should have used the money for what it was intended. I spoke with XXXX ( XXXX ) who told me that since the payment had not yet been processed, it would be easy to cancel the payment. I repeatedly asked him for an email and/or number confirmation, but he insisted that Navient does not provide either in cases such as this. <P/>After getting off the phone with XXXX, I used the money to pay off a credit card, which was my original intent. Last night, XX/XX/XXXX, I checked my checking account to see which payments had cleared, to find that my account was at $ -XXXX. Navient HAD processed the payment. I called to speak with a supervisor who was very nonchalant about the whole thing saying that I had to upload proof of this and that and that she could not say how long it would take for the money to be returned to me. <P/>I sent an email to Navient 's CEO. <P/>Awoke today to find that my credit union, of course now added two fees totally {$27.00}. Additionally, in order to help cover the the payments, they took the sole {$1500.00} out of my savings account as well as extended me a {$100.00} loan on which I have to pay a daily interest rate. <P/>I posted about this on XXXX as well as continued to send emails to everyone of Navient 's executive board, including screen shots of my checking account that now was at $ -XXXX. I attempted to upload my proof to my Navient account, but could not find a link to do so. I called and spoke with a rep who was nasty as XXXX and hung on me. I called back, and spoke with a well-meaning young man who had no idea of how to help me. He gave me a number to call, but when I did, I got a message stating " All circuits are busy. '' I got back on XXXX livid! <P/>I found a customer advocate 's email and sent a scathing email to them. After over 5 hours of trying to get someone to respond, someone called me. She started to tell me how the phone call was going to be recorded. I told her that I was going to record the call too, to which she responded me that Navient does not allow customers to record there calls. Now, think about that - THEY get to record us, but we do not get to do the same and have evidence of what was actually said. I had a few choice words for her and let her know that I could not so much as buy a burger if I wanted to, and that they could contact me when they were serious about resolving this issue. <P/>In my emails to these executive goons, I let them know that here it was at the end of the month, near a holiday and at a time when I had a week off work, and I could not so much as pay my XXXX rent! I demanded my money in full plus the fees. I never heard from them. <P/>In the meantime, someone called right back after I hung up on the first woman. I did not answer. I then got an email from a XXXX XXXX saying that they needed more information from me and for me to call. I made it clear that I would NOT call unless I could record the conversation. She then asked for my routing number and such and such, which I reminded her they had when they took over 3 grand out of my account without my authorization, I do not know why they do not have that information now. I told her to refer to the conversation I had with the woman earlier when I made the payment. I provided her ID number and the screenshot of my checking account that I had tried to upload earlier and had sent to the the head people at Navient. <P/>I had to leave my apt . for about 3 hours, and when I returned, I had an email from XXXX XXXX stating that it usually takes several weeks for these things to be resolved, but that they are going to do it electronically to expedite the process. Sure, she was making it sound like they were doing me a big favor by partially correcting their mistake. <P/>Here is where things get odd : 1. There is NO mention of the fees I will have to pay 2. The letter says that they will submit a refund electronically and then I will get a check from the US Treasury in a few weeks. I must return the check! <P/>I sent an email to XXXX letting her know that they owe me for the fees that I have to pay and that I am not going to spend not one drop of gas or the cost of postage to return a check. I got an out-of-office automated response. I attempt to find out more about this check business on their XXXX page, but they blocked my account from posting on their page. <P/>This is how Navient does business. I have had NOTHING but problems with them since my loans were transferred to them. The information that I get from their CSRs is inconsistent and always contradicting. They have put multiple late payment notifications on my credit reports even for times when I have proven that I was in school. This went on for nearly a year until I just gave up trying to deal with these people. My credit score as dropped SIGNIFICANTLY since trying to deal with these people. <P/>Had XXXX simply said that it might take a few days before the payment is reversed, I would have held off making that other payment, but not only did he NOT do that, he actually said it did not need to be REVERSED, just cancelled and that it would be. <P/>It is now nearly XXXX XXXX on a Friday evening. It 's the end of the month and rent is due. I have a XXXX XXXX XXXX about whom I am worried and may need to run to the XXXX again, putting more money on credit cards, which I was trying to avoid doing. I have spent the bulk of my day trying to figure how the XXXX to get my money and how to get people to listen to me. I have hated my experiences with Navient from the very first few months I was with them. I can see why they have multiple class actions suits against them. <P/>I do appreciate XXXX 's attempt to help, but it still a shortcoming at the very best! Somehow, I suspect she can pay her rent this weekend! <P/>I am not on my third day of having no cash in my checking account. I doubt anything will come through today. If it does not come through on Monday, with the holiday, I am looking at getting my money when?

Company response to consumer: Closed with explanation