Consumer complaint received 2020-01-08
Company: Navient Solutions, LLC.
State: TX
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:
Key Info : There are 6 loans in total Three loans have a co-signer, who is my Father, XXXX XXXX I pay the 3 loans that don't have a co-signer via automated payments through my bank My father pays the other three through automated payments through his bank Key People : XXXX XXXX, payee. 
XXXX XXXX, cosigner XXXX XXXX, Member of the Office of the Consumer Advocate XXXX XXXX, Employee ID XXXX, Supervisor in Private Collections For the better part of a decade, our loan payments have been misapplied by Navient Billing, resulting in phone calls, voicemails, letters and emails notifying us that we are past due, deliquent and at risk of default and collections. I have been working with the Office of the Consumer Advocate to try to determine why and how the payments are continuously misapplied. We have been repeatedly told that we are sending payments to the wrong address ( despite these payments being sent electronically ), that they are going to the wrong account numbers ( these are supplied by Navient, and as of today we discovered that the acct # my parents use is incorrect. We were never notified that it changed ). The account number issue was brought up by XXXX XXXX today, XX/XX/XXXX. The originally account numbers aka loan group numbers, were set up over 5 years ago. We have also checked and verified that all mailing addresses are correct. 

XXXX XXXX has recently been assigned to managing my account without my notice and without explanation. This began on XX/XX/XXXX. She has consistently failed to respond to emails and voicemails and does not answer her phone when called. She has failed to consistently reapply payments in a timely manner, resulting in renewed threats of default, despite numerous notes in our account that billing and collections is not to contact my parents at the very least. 

We are consistently given changing information. No call to the Office of the Consumer Advocate provides the same information, and it is difficult to get responses at all. They claim repeatedly that they have " investigated '' the account, but have not ever produced findings to explain why this keeps happening, or how they will resolve it. 

I have filed a formal complaint with their office, and have been told they will respond in 2-3 business days. They are unlikely to do so based on their current behaviors. This will result in a daily complaint filed with the CFPB until this is resolved in finality. We are currently unsure that we can trust that the total loan amount we owe is accurate because payments have to be reapplied so often, late fees are applied then removed, and all of this effects the actual accrued interest on the loans. My suspicion is that we will likely be paying far more than we have to due to miscalculated interest and misapplied payments. 

Due to all of the above issues, we do not receive accurate and correct billing statements, and have not for many years. I have repeatedly asked for updated billing statements after payments are reapplied, and have been promised them but never received them. When I follow up on this, I am told " we don't do that. ''

Company response to consumer: Closed with explanation