Consumer complaint received 2017-08-30
Company: Navient Solutions, LLC.
State: MA
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:
When starting the complaint you have options to choose which best describes your situation, your site would not let me choose more than one option. ( just so you know ) Navient, is in control of my private and FEDERAL ( could n't choose both ) loans. It was originally XXXX XXXX ( if that makes any difference ). 
Spring XXXX I had set up my Navient account for automatic banking for {$50.00}. Now I did n't pay attention to that bill because I assumed it was all set. It was n't until XXXX that I realized they had n't taken a single payment. ( This I blame myself for, for not paying attention ). When I realized this I started making payments to get it down. Literally every week some a few days apart. Then I received my state taxes back, went online to pay the remainder off and noticed it had not subtract a few of those payments. So I called them on the phone. The lady I spoke to said she does see them and sometimes it takes a few days to post. I said okay well I would like to pay the remaining {$300.00} and set up my account for automatic banking, something I thought I had already did. I was on the phone for about 20-30min and by the time I hung up I was told everything was caught up and on XXXX XXXX, XXXX they would automatically take {$50.00}. I then went on my banking app and saw that the money was already pending out on my account. Great! Problem solved. 
Well I had visit with a few college buddies a week later and was told that my school was bought out by another company and the school I went to XXXX XXXX XXXX XXXX XXXX XXXX and XXXX ) was under federal investigation for money laundering. ( I was in school from XXXX ) I was shocked and was wondering what that means for past students. 
Now a few weeks go by and it 's XXXX XXXX and I receive a letter from Navient saying that I back owe {$100.00} plus another {$50.00} for this month. I immediately called them on the phone and they tell me they never took that amount out of my account, that there is absolute no record of it and go to my bank and fax them my statement proving it. They kept talking in circles not listening to me. So I hung up went to my bank spoke to an agent there who printed out my XXXX and XXXX statements. We looked through the papers together and I noticed some of the other payments were n't showing either. I asked him would ( My bank ) have canceled those payments for a reason. He told me, not only would I have been informed if they had but it would also show on my statements what, when, and why it was canceled. The only time it would not show up on my statements is when the merchant cancels the payment. 
Now I 'm furious but I also remembered something. So I go home and I call up Navient and explain the situation to another agent. Again they give me the go around AND tell me I 'm lying. So I say to this agent, " the first thing I hear when I call you guys is that this phone call is recorded and monitor. I want to hear my phone conversation from the last week of XXXX '' I get hung up on. So I call right back, say the same thing including the recorded conversation. The guy argues with me and says my manager is the only one who can release those so I said ( probably about 5 times ) then let me speak to your manager. First he puts me on hold then he comes back and transfers me to his manager 's line. Whom does n't pick up but his voicemail does, so I left a message. They have yet to let me listen to that recorded conversation. 
After hearing about my school and given a run-around while trying to actually pay them. I feel like I 'm being scammed. Everyday its late and I owe money that 's more money added to my loans with high interest rates. At this point I decide not to give another cent and to get help. So, I contacted the XXXX XXXX XXXX office of MassachusettsXXXX 
Now before I go any further I should point out that I am taking care of my federal loan while my mother is paying my private ( I ca n't afford both ). 
Now my mother has had similar issues in the past while trying to pay for the private loan. As of XXXX my mother left work on XXXX until further notice. She called Navient explaining her situation and they told her that they do n't care and they will get their money one way or another. They even went as far as threatening to take her retirement money. They call all day and night. ( another option I could n't choose more than 1 for ) Now the person I spoke to from the Mass. XXXX XXXX XXXX office is going to try to mediate for me but also told me to contact you guys. Now I spoke with her today XXXX and shortly after I got off the phone with her, my uncle called saying that Navient, just called him and said I owe money and threatened to take HIS take house if they do n't get the money. My uncle did n't co-sign my loans, my mother did. Why are they harassing him and how the XXXX did they get his number? I have no idea what else to do at this point. I basically went to school for dept. I did n't get a degree ( Could n't finish because I was told I already owed too much on my loans and would have to start paying them off before I could go back to school ). Too much time has passed so I would have to retake whatever courses I did have credits for. Given the reputation of my school, had I graduate my degree would mean zilch because a degree from my school is considered a joke in the professional world. Any help on this matter would be greatly appreciated. Below is my contact information, if it 's unknown I do n't answer ( due to the constant Navient calls ) but if you leave a message I will get back to ASAP. 
XXXX XXXX XXXX XXXX XXXX, XXXX, Ma XXXX Cell # XXXX Email- XXXXXXXXXXXX Thanks!

Company response to consumer: Closed with explanation