Consumer complaint received 2016-09-13
Company: Navient Solutions, LLC.
State: LA
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:
I have made payment by auto pay on my private loan for years. In XXXX XXXX, I logged onto my Navient account to make a payment and to change my bank information because I had changed banks. The XXXX payment drafted successfully from the correct account. When I began to balance my XXXX statement in XXXX, I realized that no loan payment had been made in XXXX. I immediately logged into my Navient account and, to my horror, received notice that I was past due. The account, however, said that the amount then due was over {$1500.00} dollars. My normal payment amount per month is under {$70.00}. The Navient website is not simply confusing - it truly appears to be deliberately designed to mislead about what is due and to force you to pay more than you are required and more than is due. I have XXXX other loans managed by Navient, XXXX of which are currently on an income based repayment plan, and both of which are not due for any payment until XXXX. However, when I logged on in XXXX and today, the first thing my page says is that those accounts are XXXX " due '' and it demands payment for the full amount it says is due. When I paid last month, I ended up paying {$280.00} when less than {$140.00} was due ( for XXXX and XXXX ) and which essentially represents XXXX payments at once. I contacted Navient last month - ca n't remember if it was by phone or email - and told them I was extremely unhappy with what happened and that I needed help putting my account back on autopay b/c nowhere on the webstie would it allow me to do that unless I authorized it to draft my account for ALL the loan accounts, an amount I am neither currently obligated or prepared to pay. I heard nothing back. I logged on this month to make another payment b/c I am still not on autopay, and now it says that I have missed XXXX payments ; still shows me past due and still demands payments on ALL of my loans, rather than just the XXXX that is in a repayment status. I called in and, briefly, I was told that the payment I made in XXXX was only for {$71.00}, which was only XXXX payment ( and includes a penalty for late payment ) and the rep denied that I had made any other payment. She also insisted that the only way she would put me on autopay was if I submitted yet another payment. When I told her that I was looking at my bank statement that clearly showed a payment for $ XXXX to Navient, she insisted that I send in my bank statement to " prove '' it. She also informed me she would n't get my fax when I sent it and it would take a frew days for it to be put in their system and then more to address it. She repatedly insinuated that I was lying about the amount of the payment I made and insisted I make another payment, even when I was disputing that I owed any payment. She also told me that she could n't tell why my account was taken off of autopay. She also suggested that the missing payment may have been applied to my other loans. I sent in the statement to the fax number I was given and I spoke to her a supervisor at length and he was more rude and less helpful than she was. This is abusive. Their website is abusive, and the XXXX customer service reps I spoke with today, XXXX XXXX, XXXX XXXX and XXXX XXXX, XXXX id XXXX, allegedly a supervisor, were XXXX awful. XXXX started out sounding like she wanted to be helpful but devolved into being determined to not be helpful with a hint of bullying and XXXX was outright rude, snarky, patronizing, indifferent and determined to be unhelpful. I caught him in multiple contradictions for his excuses why he could n't afford more help than " we 'll get back to you '' and I have no faith that either of them accurately recorded the notes in my file. I recorded the conversation myself and took screen shots of my account to demonstrate how misleading it is but your site would not let me upload them. Thanks.

Company response to consumer: Closed with explanation