Consumer complaint received 2019-08-07
Company: Navient Solutions, LLC.
State: IN
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:
While in school deferment I made a {$400.00} payment towards my unsubsidized loan on the following dates : XX/XX/XXXX, XX/XX/XXXX. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, even though I did not have a payment due. Each month the majority of the payment went towards my subsidized portion of the loan and I had to call in and request for reallocation of the payment. Even after my XXXX payment was fixed towards the unsubsidized portion, in XXXX I noticed it was reallocated back to both subsidized and unsubsidized. So I had to call again and get the payment fixed. In XXXX I was notified my loans were going back into Autopay and would start back up in XXXX. I requested for the Autopay to take XXXX, and the amount above my required payment ( which was under {$300.00} ) be allocated to my unsubsidized portion. Which I was told I could do. Just before my XXXX payment I got a call from a supervisor letting me know the {$400.00} would be auto deducted from my account and a majority of it was towards unsubsidized as I requested. It did not happen so I made a payment of {$400.00} towards unsubsidized and later had to call back and have the payment reallocated to unsubsidized portion since it was split between both unsubsidized and subsidized. I was told my autopay would start in XXXX with an amount of {$400.00}. I received multiple documents in the mail all stating various dates auto pay would start and various amounts. I actually receive 2 letters in the mail on the same day, both again reporting different information. I called to get clarification and again I was told it would start in XXXX and they were not sure why I was given different information but did see where other employees provided that information within my records. This month ( XX/XX/XXXX ) I logged in and was going to call and make a payment, but I noticed auto pay took {$320.00} out of my account. Again I am getting different information and have been told my auto pay will not start until XXXX, but can not get an answer on why XXXX was taken from my account, nor did any of my multiple documents I received in the mail even mention that amount. When trying to get clarrification on the allocation of the XXXX auto pay that will start in XXXX, that information was not available and I would have to wait until after the XXXX payment cleared. I also received clarification on my account over the phone reporting my terms and conditions have changed and my required payment every month would be XXXX and in order to have an over payment the amount would need to be over 400.00. This is not what I requested, and I have requested for the terms to go back to the original payment plan. I find this unacceptable to receive different information every time I call. It is unacceptable that there website reports any overpayment will go to unsubsidized portion first which has not happened even though I requested for it. It is hard for me to see online, but I have no idea what they are do with my payments in regards to unpaid interest. Which there really shouldnt be any since I was in school deferrement and I continued to make payments almost every month that were above and beyond what my payment would have been if I was not in inschool deferrement. No one should have to deal with this and it has been going on for way too long.

Company response to consumer: Closed with explanation