Consumer complaint received 2017-01-20
Company: Navient Solutions, LLC.
State: IL
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
XXXX and then ( once the loans were transferred ) Navient both had continual and ongoing issues with properly allocating my payments on my loans. I currently have XXXX different loans with Navient. When I would have a payment of nearly {$1000.00} auto drafted out of my account to Navient to pay my loan I would constantly find myself receiving phone calls for past due and delinquent loans. Even though I was having my payment automatically drafted, Navient would constantly misapply that payment among my XXXX loans, despite us agreeing exactly how much I owe on each loan for each payment. Some loans would be overpaid and some loans would be underpaid. I would receive 5 or more harassing phone calls every single day about the underpaid loans because their system would show them as delinquent. I would have to call Navient to explain the situation, which would take anywhere from 45 minutes on the best day or up to 2 hours on a bad day. I would be transferred 3-4 times and often have the call " disconnected '' and have to call back again and start the whole process over. On average, I would estimate my call would be " disconnected '' about 30 % of the time and often after having being transferred multiple times and on the phone for over 30 minutes already. I would eventually be told that they would have to refer my issue to the finance reconciliation department so they could figure out what was wrong and fix it. In the mean-time I would still get harassing phone calls about being delinquent and be assessed late fees on the loans that were underpaid. After a month or two the finance department would " fix '' my issue and reallocate my payments so that all loans were showing paid up to date. The problem is that while the finance department fixed my allocation on previous payments manually, the actual system that kept messing it up was never fixed. This led to my very next payment having the same exact issue and then once again I was showing over paid on some loans and underpaid on others. This would set off another chain reaction of harassing phone calls, late fees, and hours upon hours of my personal time stuck on the phone with them while they ineptly tried to figure out the problem. Even when I would explain to them that their system was messing it up and I knew exactly what the problem was because I had dealt with this before, it would still require a 90 minute phone call and several transfers. This occurred on and off for over 2 years and their constant removal of payments and reallocation of payments has made it completely impossible to accurately track my progress of payments on my loans online and ensure that my principle is being adequately reduced ... and I am a college educated XXXX. After years of poor management of payments, incorrect application of my payments, several hours wasted on the phone, etc ... I am concerned that Navient is not capable of managing my loans accurately and I am afraid I am going to end up paying more due to this mis-management.

Company response to consumer: Closed with explanation