Consumer complaint received 2019-07-07
Company: Navient Solutions, LLC.
State: WA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
Hello, My complaint is an ease of access to my information on the NAVIENT website. I've been making regular payments on my student loans for several years. Throughout the years, if I have enough money to make an over-payment on a particular loan I would use their website to sort all my individual loans by various factors such as, loan total and interest percent. Within this view, I would click each loan and it would show details about that individual loan, such as, monthly payment amount for that particular loan. It would also tell me how many months at that particular payment was remaining within that loan. 
My complaint is how this information is accessed within the website. In its old state, I could click from one loan and see the details and then quickly click to another to play our scenarios within my mind as to which loan would be best to pay off first. The websites current sate now has users click within a different part of the website and submit a request and then I can view the same information within a PDF. Although the information is certainly provided to me the delivery is now harder to access. I have sent several queries to the help center within the website asking WHY the loan detail information is in this seemingly less convenient user flow. The responses I get are canned responses explaining how I can access the information. 
Here is a copy paste of their PDF response : XXXX Dear XXXX, Thank you for your inquiry. I am happy to help. 

The monthly payments are now under a different tab. If you login and click on Tools and Requests then Printable Account Information, you will find the remaining payment terms for each loan on the left as your scroll down the page. 

I hope this was helpful to you. 

Effective XX/XX/2019, the payment address for U.S. Department of Education ( ED ) loans we service will be : Department of Education, Student Loans, Navient XXXX. XXXX XXXX XXXX, OR XXXX If you use a bill pay service to send your ED payments to us, please update your service to ensure no delays in processing your payment. 

We're here to help If we may be of further assistance, visit us online or give us a call at XXXX, Monday through Thursday, XXXX XXXX. to XXXX XXXX., and Friday XXXX XXXX. to XXXX XXXX., ET. 

Sincerely, XXXX, your Navient Email Representative Navient - Department of Education Loan Servicing ================================= I want to emphasize that this complaint although sounds petty, it's incredibly frustrating at how it seems that NAVIENT is motivated by changing the design of their website to ensure that I spend as much time as possible accumulating interest on all my loans. I understand that this will probably not lead into any actionable complaint, however I have reasonable suspicion that NAVIENT is not interested in transparency of my repayment options but instead motivated to make my loan details harder to access. Admittedly, I am mostly motivated to finish repaying my loans so that I no longer have to deal with this company. One could call that a mutual compromise. 
Thanks to whomever is reading this. I appreciate all that you do!

Company response to consumer: Closed with explanation