Consumer complaint received 2017-05-22
Company: Navient Solutions, LLC.
State: VA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Today, I received an automated email from  Navient  indicating that a new loan document had posted to my account. When I logged on to my account and viewed the loan documen t ( t itled " Statement '' and dated  XXXX  ), it indicated that I had a Past Due Amount of {$540.00} and a Late Fee for Past Due Amount of {$27.00}.  TheCurrent Amount Due i s $  XXXX .My Account Summary online shows the same.     I am currently in the  Rate Reduction Program . In this Program, Navient automatically withdraws {$620.00} from my checking account every month. This withdrawal usually occurs on or around the  XXXX  of every month. However, on the  XXXX  of this month, I requested that my due date be moved to the  XXXX  ( today ). This request was approved and processed by a Navient representative over the phone.     When I called Navient today, the representative immediately informed me that he was looking at my account and could see that I had a past due amount and owed a total of {$1100.00}. When I explained to him that I am in the Rate Reduction Program and  Navient  automatically withdraws payment from my account on the due date ( so there should be no reason that I have a past due amount ), he transferred me to the Rate Reduction Program 's line.     The young lady I spoke to first told me that there is no past due amount or late fees. I explained that I received an online document stating that there was, and my Account Summary online showed the same. I also explained that the Navient representative that transferred me to her mentioned that I had the past due amount. She then stated that my payment is only a few days past the due date of the  XXXX , so the late fees wo n't hurt anything.     I revealed that I had my due date moved to the  XXXX , which is today, so my payment should not be past due. She confirmed that my payment will be withdrawn today, but added that my payment was " technically '' past due. I admitted to her that I did not understand how that could be because today is my due date and the payment is being withdrawn today. She elaborated that there must have been a misunderstanding when I initially requested that my due date be changed because the representative processed the request as if my payment date was changed. In other words, it was like I was justcalling to giveNavient the heads-up that I wanted my payment to be withdrawn late. Huh?     Who does that? Why would I take the time to call  Navient  to let them know that I want to incur a past due amount and late fees?! I was calling to have my due date moved so that payment can be withdrawn on a later date WITHOUT incurring late fees and a past due amount!     The young lady concluded by telling me that the payment will be withdrawn today and the late fees and past due amount shown on my account will go away. My concern is that the late fees and past due amount have already been logged into Navient 's system and I know enough to know, from past mistakes by Navient, that outreach calls by Navient representatives will start very shortly in order to demand this perceived past due amount. These outreach calls will not be made to me  (  which is bizarre ), but to my mother because she co-signed  one  of the loans I have with Navient.     I would like someone to look into why my request to change my due date was not handled correctly. Why was my request interpreted as simply a heads-up as opposed to an actual due date change? Why do representatives in the Rate Reduction Program believe that there are no late fees ( as this is what the young lady in the Rate Reduction Program initially stated to me ), while Navient representatives believe there are late fees and past due amounts? More importantly, why is any of this showing up on my account? If I moved my due date from   XXXX   XXXX   to   XXXX   XXXX   then, on the  XXXX , the  Navient  system should not read that my account is past due.  Navient  should interpret the due date change for what it is, and withdraw the money on the  XXXX  without any late fees or past due amounts being applied.     What 's the point of the due date change if Navient is going to keep the due date in place and charge fees and past due amounts. Seems deceptive.     I also want to note that on   XXXX   XXXX   XXXX  , a notice was posted to my account that  Navient  had erroneously applied late fees to my account, but had removed them once realizing the error.     Additionally, on or around  XX/XX/XXXX  it applied a past due amount and late fees to my account even after automatically withdrawing the amount due. That occurrence was not preceded by me requesting a due date change.  Navient  just arbitrarily removed my accounts from the  Rate Reduction Program ( wh ich applies a lower interest rate  ) a nd applied a higher interest rate, which made it appear as if the amount that was withdrawn from my account was not enough to cover the amount due. It took weeks to get Navient to correct its error back then. Now, here we are again with a very similar issue, but I am not willing to give Navient weeks to correct its error this time.  Navient  is clearly having continuous problems with erroneously adding late fees to accounts and should be  investigated.This is  a clear mishandling of student loan accounts.

Company response to consumer: Closed with explanation