Consumer complaint received 2017-07-12
Company: Navient Solutions, LLC.
State: ID
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I have four loans that I have been making payments on for several years, while I attempt to get a XXXX XXXX degree. In XX/XX/XXXX 2017, 2 of those loans came due for payments. After a notification that I had a past-due payment, I called Navient to question what the payment was, as I had automatic payments set up through them for the last several years. At that time, I was informed that the two loans had become due. I requested that all my now due loans be consolidated into one payment, so I would no longer have past-due payments. After being on the phone for almost an hour, I was assured that this was handled, and I received the new payment amount of $ XXXXmonth. I also requested at that time that my automatic payment amount be changed to reflect the new amount. I was assured once again, that this would be done. I received a call in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, notifying me that I had past due amounts on my loan. At leach of these calls, I explained that I had already taken care of this matter. They apologized and assured me it was taken care of. On XX/XX/XXXX, I spoke with an agent named XXXX and explained this situation for the 5th time. I made the past due payment of {$29.00} and she once again assured me that ALL my loan payments will be consolidated and in one payment. Once again, this was NOT done. I received another call on XX/XX/XXXX, stating that I had a past due amount of {$29.00}. I immediately asked to speak to a supervisor to resolve this issue, as this was the 5th month in a row I have dealt with this issue. I spoke with a supervisor, XXXX XXXX, and went through the automated system to " sign '' the agreement, which had not happened at any previous time. In the middle of the recording, the phone call dropped. On XX/XX/XXXX, I  received a call fro Navient stating that I had a past due payment. I explained that I had just spoken with someone the week prior. She stated that because the recording had not been completed, the authorization never went through. I listened once again to the recording and " authorized '' it. I again spoke to the agent and she was certain that this issue was taken care of. On XX/XX/XXXX, I received another call from Navient, this time informing me that my account was past due {$0.00}. The agent asked me if I was willing to make this payment and I told him that was ridiculous and I was not making that payment. On XX/XX/XXXX, I received another call attempting to collect {$0.00}. I spoke with a supervisor and explained that I had been dealing with this issue since XX/XX/XXXX and it was absolutely ridiculous that they were calling me for {$0.00}, when 5 days before, I 'd been on the phone for 45 minutes. I was informed that my only options were to request a deferment on that {$0.00} or make a payment. I stated I would go ahead and make the payment. Of course, the system that 's used wo n't process a payment that small, so I ended up having to pay {$1.00}. Since that day, I have received a call every day asking me to make a {$0.00} payment, because " it takes several days for the payment to post ''. These calls have gotten to the point of harassment. I have looked for another company to refinance through, but because of my " late payments '', no one will take my loan over.

Company response to consumer: Closed with explanation