Consumer complaint received 2022-04-03
Company: Navient Solutions, LLC.
State: IL
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I applied for and was approved for an IBR ( income-based repayment ) with Navient on Sunday, XX/XX/XXXX. My scheduled payment was {$78.00}. COVID-19 relief allowed all student loan payments to temporarily cease and so, no payments/auto payments began. On Wednesday, XX/XX/XXXX, I received an email from Navient stating that my IBR would soon expire on XX/XX/XXXX ( attachment # 1 ). My original payment ( before my IBR ) amount of {$190.00} would resume. My account is set up on autopay and therefore, I did consider the advance notice helpful. 

However, on Wednesday, XX/XX/XXXX, I received an email stating that my scheduled extraction of {$55.00} was due to be collected on XX/XX/XXXX -- the email also stated that the current amount due was {$190.00}. My IBR did not expire UNTIL XX/XX/XXXX and going forward, the extraction amount was stated to be {$190.00} based on the email I received on XX/XX/XXXX. On XX/XX/XXXX, the amount of {$78.00} was extracted. I received a 'thank you for your payment ' email on XX/XX/XXXX and a 'thank you for your payment ' email on XX/XX/XXXX. Yet, on XX/XX/XXXX, I received an email stating that Navient had not received a payment from me ( in reference to the XX/XX/XXXX payment ). I ignored it because I know that even though COVID-19 numbers have declined, businesses/organizations are still addressing residual effects from the pandemic in terms of staffing, etc. I wanted to give the departments time to log the payments to my account. However, I received a more 'forcefully ' worded email on XX/XX/XXXX, stating that 'a payment was required '. At that time, I called Navient from work and inquired about the discrepancy. I clarified that I was on autopay and that payments had been deducted. I also reminded them that they set the autopay amount and there was no way I could be late OR miss a payment with autopay (??? ). The person that I spoke with had a heavy Middle Eastern accent and was very difficult to clearly understand so I asked to speak to someone else that could facilitate and clarify so that both parties could understand. 

The female that I was then transferred to on XX/XX/XXXX, listened to my concern and then, put me on hold to review my account. She returned and apologized and said IT WAS THEIR ERROR and that my IBR ENDED on XX/XX/XXXX and the regular payment of {$190.00} was to BEGIN on XX/XX/XXXX. She assured me that there was no problem, that the incorrect payments would be addressed internally and that there would be no late penalties or adverse reporting to the credit bureaus ( see attached copies of emails with CORRECTED information, attachment # 2 and attachment # 3 ). However, I began to receive emails and phone calls in increasing frequency regarding 'the delinquency on my account ' ( phone calls on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX despite asking that I NOT receive calls while at work ) and XXXX emails reminding me that 'there is help if I need to get back on track ' with my payments. 

I am frustrated because I have autopay for a reason : to remove the hassle of trying to remember to make my scheduled payments and so that I don't have to worry about keeping up with the payments. I am concerned that I can not trust a financial/loan institution to manage my account correctly and accurately -- I trust them to do that so that I can work without stress AND because I DO have autopay, I am equally concerned that it seems that Navient is not quite sure what they are doing and randomly extracting payments in differing amounts ( I have differing accounts of what is supposed to be happening ).

Company response to consumer: Closed with non-monetary relief