Consumer complaint received 2017-03-01
Company: Navient Solutions, LLC.
State: MO
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
I XXXX college in XX/XX/XXXX. I then had a grace period of six months before I had to start paying on my student loans. Just at the end of the six months I started an XXXX program so my loans went into deferment and at the end of my XXXX career the company I was working for paid all of the interest that had accrued during my deferment. All of my monthly statements I received via email leading up to the end of deferment and after, all had a due date of XX/XX/XXXX. I started paying on XXXX of my loans in XX/XX/XXXX so I could get ahead. As I made these payments via echeck, I had to call Navient to have the money reallocated to go towards XXXX loan since I was paying early and wanted to pay the XXXX loan down quicker. I sent Navient a note before I started paying telling them how the money should be allocated but they did n't refer to that note and did it incorrectly. One of their representatives told me if I wanted to send in a written check, I could add in instructions on an XXXX piece of paper stating how I would like the money allocated. I did this and it was still allocated incorrectly. On XX/XX/XXXX I called Navient customer service to see why there were transactions on XXXX of my loans going to interest even though I had told them all of the money up until XX/XX/XXXX should have gone to only XXXX loan. As they were looking into it, she informs me that I was supposed to be making payments since XX/XX/XXXX. I told her that every email I had received had a date of XX/XX/XXXX for repayment to begin. She told me that that was n't what she was seeing and my money would have to be reallocated to cover the previous payments that had n't been paid starting in XX/XX/XXXX. She also told me that every time I called to have my money reallocated it was making me late on payments on the XXXX other loans. I asked why their representatives did n't make me aware of the issue when I was calling to reallocate and her response was " yeah, I asked myself that same question ''. I also asked if I had been charged late fees since I was apparently delinquent on my payments but she told me that I had not received any late fees. 

I made my XX/XX/XXXX payment as an echeck through my credit union. I processed it on XX/XX/XXXX and it was supposed to get to Navient by XX/XX/XXXX. I called Navient on XX/XX/XXXX because the money for the payment had been taken out of my bank account but had not posted to my Navient account. The representative told me I was going to have to check with my bank but until that money showed up and until funds were reallocated to cover my payments I missed starting in XX/XX/XXXX ( they all seem to believe I was supposed to start paying in XX/XX/XXXX but that was not communicated to me ) they were going to put my account on forbearance, which I did not want. When I called Navient on XX/XX/XXXX with my dad to try to get some answers, my money magically appeared to my account that day but the representative said they received it on XX/XX/XXXX. 

My dad, the cosigner on my loans, called Navient after they put my loans on forbearance to get some answers. They had no answers for him. During this phone call he found out that they had my grandma and my aunt as the cosigners instead of him. The only reason they had my grandma and my aunt 's names was for the point of contacts they asked for. 

I told them I have documentation that shows I was told to begin payment XX/XX/XXXX and I could upload that documentation to my account ... of course they make it very hard to find where to upload it. The info we have is that they believe I was supposed to start paying in XX/XX/XXXX, they are reallocating payments to cover payments I missed starting in XX/XX/XXXX because their representatives did n't tell me when reallocating that I was becoming delinquent on other loan payments, my loans are now in short term forbearance, and they told us " we 'll have back of house look into it ''.

Company response to consumer: Closed with explanation