Consumer complaint received 2022-01-20
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:
Because the response Navient provided to my previous complaint did not address my compliant and they have still not provided what they promised, I am submitting this as a new complaint. This is a wholly insufficient and programmed response and contradicts what I am told when I contact Navient by phone and I get a different answer about how to provide OVERPAYMENT APPLICATION INSTRUCTION every time I call. It does NOT address my complaints. 

1 ) I make payment in full on BOTH PORTIONS of my bill, so payments ARE ALIGNED EVERY MONTH. This satisfies the total amount due every month.

A Navient rep actually told me, over the phone on XXXX, that she could apply my full XXXX payment plus my overpayment to loan 1-01, WHICH I TOLD HER NOT TO DO BECAUSE IT WOULD THEN NOT SATISFY THE MONTHLY PAYMENT DUE ON BOTH PARTS OF MY LOAN XXXX AND XXXX. NAVIENT NEEDS TO EXPLAIN THIS STATEMENT When making a payment, the due dates on both portions must remain aligned, resulting in your payments being applied across both portions when initially being made. The payment must satisfy the total amount due or monthly payment amount ( whichever is greater ) for each loan before in the set before standing or one-time overpayment directions can be followed. TO THEIR OWN CUSTOMER SERVICE STAFF. 
2 ) I also PROVIDE OVERPAYMENT OF {$110.00} EVERY MONTH. 
I was initially told in XXXX or early XXXX that I could get my OVERPAYMENT applied to XXXX by sending written documentation with my payment every month. I have done just that. Then I was told by phone on XX/XX/XXXX that my instruction had not been followed and that I could NOT actually provide written instruction with every payment. SO WHICH IS IT? 
I was also told on XX/XX/XXXX that I could ONLY provide instruction about overpayment by CALLING THE XXXX NUMBER EVERY MONTH. 
I was told on XX/XX/XXXX that : a ) I needed to call with instruction before my payment was received which is flat out wrong, then told that b ) I would receive a form in the mail in 7 business days with instruction on how I could get overpayment instructions applied consistently to XXXX every month WITHOUT calling the XXXX number. 
It is now more than a month later, AND NO DOCUMENTATION HAS BEEN RECEIVED. 
3 ) CAN I PROVIDE WRITTEN DOCUMENTATION IN SOME WAY TO GET EVERY MONTHLY OVERPAYMENT OF {$110.00} APPLIED TO THE PRINCIPAL OF XXXX AS I WAS TOLD WAS POSSIBLE IN XXXX AND AGAIN ON XX/XX/XXXX? IF SO, PLEASE SEND ME WRITTEN INSTRUCTION ON HOW TO DO THAT. 
4 ) I was also told on XX/XX/XXXX that the rep would reapply overpayment of {$110.00} per month since XX/XX/XXXX AND THAT I WOULD RECEIVE DOCUMENTATION BY MAIL. It is now more than A MONTH later and NO SUCH DOCUMENTATION HAS BEEN RECEIVED. Even worse, I get A DIFFERENT ANSWER EVERY TIME I CALL NAVIENT, WHICH IS WHY I WANT WRITTEN DOCUMENTATION. 
5 ) On XX/XX/XXXX, I was told that my overpayments COULD NOT be retroactively reapplied. 
6 ) This response above says overpayments have been retroactively applied. SO WHICH ONE IS IT? HAVE THEY BEEN RETROACTIVELY REAPPLIED? IF SO, SEND ME THE FOLLOWING INFORMATION IN WRITING : a. Confirmation that all overpayments of {$110.00} per month from XX/XX/XXXX thru XX/XX/XXXX have been retroactively reapplied to XXXX b. The total amount reapplied to XXXX as a result c. The total principal balance due on XXXX now that overpayments have been reapplied ( if they have, as Navient says above ) d. The total principal balance due on XXXX now that overpayments have been reapplied ( if they have, as Navient says above ) e. HOW DO I GET ALL FUTURE OVERPAYMENTS APPLIED TO XXXX WITHOUT HAVING TO CALL AND TALK TO AN ILL-INFORMED REP EVERY MONTH????

Company response to consumer: Closed with explanation