Consumer complaint received 2017-10-02
Company: Navient Solutions, LLC.
State: WA
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:
I am very frustrated with Navient. I have called them many times about the issues represented and each one continues to impact me in a confusing and negative way. I feel that they have wronged me in their communication and management of these issues. 
I was placed in deferment without consultation, both in XXXX of this year and in XXXX of this year. I called both times to cancel the deferment. During the XXXX deferment call to Navient the customer representative told me it would be wiser if I stayed in deferment because interest would not be collected on one of my loans. So I choose to stay in deferment. 
I received 2 emails on XXXX XXXX saying my deferment was approved due to being in-school. I felt this was correct as I had spent a lot of time on the phone with a representative ensuring that I stayed in deferment. 
THIS IS THE IMPORTANT PART. During the XXXX log-in to navient.com I also realized something weird was happening with loan number 1. You see, I had paid it off in XXXX, on either the XXXX or the XXXX. Navient.com fails to show where the payments were allocated, only that the payment occurred, so I can not track which payment went where. I was alarmed to see that during XXXX, loan number 1 was owed XXXX XXXX How can a payment be negative I wondered? I called Navient again. I was told that a loan being paid in full took weeks to process, and in that time the XXXX $ would be re-allocated to another loan. There is no evidence that this ever occurred. I never received an email or payment to my bank account. 
Fast forward to today. There is no evidence that this re-allocation occurred. Though I received an email XXXX XXXX that loan number one was paid in full, today, XXXX XXXX, it is listed as under auto-pay. I received an email on the XXXX of XXXX saying thanks for the payment of {$250.00}, which apparently was taken out of my accounts without my permission as I have been in deferment for over 2 weeks, and which was apparently taken out for a loan that I 'd already received an email confirmation had been paid in full. Today, XXXX XXXX, loan number 1 is listed as XXXX XXXX I called today to inquire into this matter and was simply told, it takes 2-3 weeks to process everything and I would receive a message when that XXXX $ was re-allocated. I ca n't trust this as I never received notification that the original XXXX $ in XXXX was re-allocated or returned to my bank account. I can not trust this because although I paid off that loan more than 1 month ago it is still showing up in the unpaid area of my loan page. I can not trust this because although I 've been in deferment for more than XXXX weeks loan number 1 is still listed as being in Auto Pay. 
Please help me. I believe Navient is treating me in an unfair and unjust way, and that they are no longer behaving as if they are accountable for the money I am sending them. This is causing me a lot of stress. Thank you for your time.

Company response to consumer: Closed with explanation