Consumer complaint received 2018-09-20
Company: Navient Solutions, LLC.
State: MN
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Don't agree with the fees charged

Complaint:
In XX/XX/2018 I called Navient 's Rate Reduction Program line to extend my Rate Reduction Plan regarding my private loans. I had been paying {$420.00} a month towards my Private Loans up until that point and I could barely afford that at the time because I was jobless, living in XXXX and pretty much making plans to move back to XXXX, Minnesota because I could no longer afford to live in XXXX. I spoke with one of their Solutions Agents and he helped me situate an extended plan to Auto-Pay {$420.00} on the XXXX of every month, for the next 6 months through XX/XX/2018. He explained that I would get a notification once approaching that last month that I would have to extend my plan because they are no longer allowing them to go on for a full year, we have to re-extend every 6 months now. I was told if I did not reach out to extend my Rate Reduction Plan then my monthly payment would double. On XX/XX/2018 I received an email from XXXX XXXX/Navient that my Rate Reduction plan would soon be ending and that if I did not apply to extend it soon my Payment would increase starting XX/XX/2018. On XX/XX/XXXX Navient used Check # XXXX to Collect {$840.00} directly from my account. I did not notice right away, but when I checked my banking account on XX/XX/2018 I realized they had taken MUCH more than what was AGREED on, it was almost DOUBLE the amount. I started to worry because I had not budgeted for this amount of money to be automatically withdrawn from my account. I was told, via phone calls and email that my payment would be the agreed {$420.00} on the Rate Reduction Plan through XX/XX/2018. They took almost twice the amount!!! I was planning on extending again for my Rate Reduction Plan before the end of XXXX too. I called their Rate Reduction Plan line on XX/XX/XXXX at XXXX XXXX CT after I noticed the almost double charge to clear things up. I spoke to XXXX, employee number XXXX and explained that Navient had taken MUCH more than was agreed on through XXXX, and that this was going to put me in financial distress, I wasn't sure how I was going to pay my rent etc. He claims that when I had extended in XXXX earlier in the year that I agreed to pay the {$840.00} once my first six months was up. This is a total LIE, first off I would NEVER agree to making that big of a payment every month for six months because I could NEVER in my life afford it!!! Secondly, even if I DID agree to it ( which I did NOT ) they took the {$840.00} a MONTH EARLIER than they should have!!! I explained that this is not the first time over the last 8 years that they've lied, lost payments, taken money from me, claimed I owe more in total than what I actually borrowed etc and that as of today they NO LONGER had permission to automatically withdraw from my checking account. XXXX tried to argue with me and make me believe that I had agreed to all of this which didn't work because not only do I have PROOF that I never agreed to to any of that, I also have proof that they were not supposed to increase my payment till XX/XX/2018. I asked if I could speak to a manager once I realized XXXX was getting upset and not willing to work with me. He put me on hold, then hung up!!!!! I tried getting back through but the lines were so busy, and I had to go to work that day! About 5 hours after that phone call I received an email that included a statement of my account, my " overpayment '' and that I would owe {$420.00} on XX/XX/2018. Navient is fraudulent, they abuse their power and do not care for their loan customers. I only borrowed $ XXXX in total during my time in University and after making consistent payments for the last 8+ years they claim I still owe $ XXXX!!!!! How is this fair? They lie, they mislead!!! I can not handle this anymore!

Company response to consumer: Closed with explanation