Consumer complaint received 2018-04-18
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:
In XX/XX/ I was notified that XXXX would no longer handle my student loan and the new company would be Navient. The switch was to happen in XXXX. 

I received roughly 10-15 pieces of mail from Navient between XXXX and XX/XX/2017. 
I was a little confused as to when the change was going to take place, so I kept signing on to XXXX  to monitor things. 

In XX/XX/2017 I made my XX/XX/XXXX payment to XXXX. I paid a bit more than the monthly payment, paying XXXX. In early XXXX, before the XXXX, I started to get calls from Navient saying I was delinquent. At this point, I had more than 25 pieces of mail from Navient, most unopened as I thought it was excessive. I opened them and found the website to sign on. I looked and saw they had me as delinquent from XXXX. They had not received the XXXX payment. I picked up the phone and spoke to a very unhelpful customer service rep who really wasnt understand what I was saying, so I asked for a manager. He told me that they were still moving payments and the payment should show up soon, and that I should pay the bill to stay out of delinquency. 

At that point, the bill was for 2 months instead of one. In fact, when I was with XXXX, if you overpaid your next payment due was lower. So not only was my XXXX unrecorded I would still have to make two minimum payments. Instead I waiting a week, signed on, the XXXX was not there and I called again. 

The customer service rep again did not understand and I spoke with another manager. This was a woman who said they would look into it. 

I started receiving calls daily from Navient and a company called XXXX. I was also receiving at least 5-10 pieces of mail from Navient or XXXX a week. At the end of XX/XX/2017 I called back, at this point, according to Navient I was two months delinquent and how now incurred fees as well. I spoke with another unhelpful customer service rep and asked for yet another manager. This manager told me that it is not their responsibility to look into it. I got angry hung up and called back to speak to someone else. This new manager ( i got transferred to a manager again ), told me they needed proof and that i  should upload a snapshot of my bank statement prooving with the payment. I asked for a fax or an email and they said no I needed to upload it to my account. So I did. 

In the first week of XXXX I called again, still receiving a ton of mail, now email, and phone calls regarding my delinquency. I requested they take my phone and email out of the system and then asked for a manager. This manager said again you are delinquent, it is not their responsibility to research the missed payment, that I need to deal with XXXX In anger I hung up. 

I researched on line about how to get away from student loan companies and ended up calling another loan company. In speaking with them I learned that my loan can be consolidated and upon consolidation I could get away from Navient. 

I started to research how to do this and then around XX/XX/2017 I picked up an unrecognized number which happened to be XXXX  They identified themselves as a company that helps those who can not pay their student loans. They did not inform me of there relationship with Navient, ( I only found that out today ). They told me that I should make a payment if I can and then go into forebearance and that during the forebearance I should try and consolidate with another company. 

On XX/XX/2017 I made a payment of XXXX ( the difference between what was owed, minus the fees, minus the XXXX they were missing. 

I then called Navient again and said they need to find the XXXX and take me out of forebearance. I then called XXXX  ( thinking they were a separate company ), to put myself into forebearance dating back to XXXX when this all started. 

At the end of XXXX a sent all the paperwork in for the forebearance after seeing that the money was still not posted and re-uploaded the statement with the payment to XXXX in XXXX. 

When I received no call or email from XXXX regarding the forebearance, still tons of Navient mail ( unopened ), I called XXXX to find out I had filled the paperwork out wrong. 

In XXXX I re-filled it out and sent it. 

In XXXX I signed on to Navient, the money was still not there. but I was in forebearance. I did research on Navient in the meantime only to find out how horrible they are. 

Today XX/XX/XXXX I called XXXX to ask them who to call about consolidation to get away from Navient, only to have them say I will transfer you to Navient. I said I am calling you because I do not want to deal with Navient. They told me they are Navient. I saw a website on one of the fliers that lead me to XXXX which at first seemed like a way to get away from Navient, yet after looking closely, they seem to be part of Navient as well. 

I have not signed on to Navient for over a month. I have now called another lender only to be told that because I was in forebearance I could not consolidate my loan with them and that i needed three consecutive payments to my current lender, Navient, to even be considered. So I was given incorrect information. 

I do not have an issue with payments. Navient needs to include my XXXX payment from XXXX, removed interest accrued due to the incorrectly stated balance, remove any fees accrued due to the incorrect delinquency so that I can come out of forebearance, make 3 payments and get away from this company.

Company response to consumer: Closed with monetary relief