Consumer complaint received 2017-06-09
Company: Navient Solutions, LLC.
State: NH
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I have been paying my student loans now for close to 5 years.  XXXX   XXXX  was tough to handle but overall did ok. As soon as  Navient took over my lo ans I started having a difficult time with this lender. In  XX/XX/XXXX , I took a forbearance on my account. this was only so that I could get current and issue my first payment in   XX/XX/XXXX . Whi le I was on the phone with the rep I was advised that I could make a double payment and that would account fo r  XX/XX/XXXX  and  XX/XX/XXXX . h owever I would need to make the payment separately. So on   XX/XX/XXXX  I subm itted a payment of {$540.00}.  On XX/XX/XXXX They auto withdrew {$510.00}. On  XX/XX/XXXX  I put a stop pay on a check for {$540.00} as I did not owe a payment fo r that month. On   XX/XX/XXXX , I cal led and asked to have my auto debit turned off so they would not ( continue  ) to  erroneously withdraw funds from my account, which they had done in years prior. They advised that this was done . Low and  behold {$510.00} was withdrawn from my account on   XX/XX/XXXX . I called   in multiple times to discuss.  One representative a dvised me that he could give me a refund on the latter payment and it would not impact my amount due fo r  XX/XX/XXXX , seei ng as I had made payments totaling {$1000.00}. So I accepted the refund. I began getting phone calls saying I was past due and owed late fees. So today,   XX/XX/XXXX , I called into Navient. I s poke with a nice gentlemen about the account and he saw exactly what I was saying to him. He said you should not have a payment due for   XX/XX/XXXX  an d your account should be current. Advised me to hold and he would take care of it. He came back and then repeated, since you took a return payment you  DO owe for  XX/XX/XXXX . I as ked to speak with his supervisor. His supervisor came on the phone, and spoke with me very brashly. She kept saying you did not make a payment f or  XX/XX/XXXX as you st op pay the {$540.00} fro m  XX/XX/XXXX and  took a return on the   XX/XX/XXXX paym ent. I advised her that I made a payment of {$540.00}  in  XX/XX/XXXX a nd. .. then she interrupted me right there and said {$540.00} does n't cover a double payment. I advised that I also made a payment of {$510.00}. she again said this is not enough for a double payment. I asked her to add them together and use her brain to tell me how much that is. She would n't. I advised her it is {$1000.00} and is very clearly enough for a double payment considering my monthly is  XXXX  she then advised another supervisor is going to call me and tell me the exact same thing. I asked her why she was not willing to help me with my account and she asked " are you going to confirm your cell phone or not? '' Once I confirmed she hung up on me.  <P/> Now, I understand this is n't a great deal of money but this is the straw that has broken the camels back. This company has had me on my knees now for several years. I have interest rates from the hig h 8s to over 10 perc ent. This is impacting my life and my cosigne r ( s ). I w as also advised 2 years ago that after 12 months of repayment I could drop my cosigners as long as I had good credit. I requested and got denied. I had made well over 12 months of consecutive payments ( at the time ) and my credit was sitting between  XXXX .  <P/> I have been let down greatly by this student loan servicer and it is downright disgusting how the mistreat the young people trying to pay back their loans. I am not sure what a complaint here will do to help me but I need a voice with this multi  billion dollar c orporation.  <P/> Thank you,  XXXX

Company response to consumer: Closed with explanation