Consumer complaint received 2020-05-21
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:
This is a follow up complaint to all my previous complaints against Navient, but associates most closely with the complaint filed in XXXX. Despite the company 's response implying that I and my cosigners are incapable of sending our payments to the correct accounts or addresses or zip codes, the reality is that we have used the info received directly from Navient themselves. Despite the implication that I am somehow incapable of paying my bills on time and in full, their own records, and mine would indicate that this is not factual and an outright lie. I am more than happy to prove that I have an automated payment sent out prior to the due date every month, and have for years. 

This issue of Navient providing inaccurate and false information has gone on for a decade. That is evident when you review the complaint dates I have filed. We have regularly been given the wrong account numbers, mailing addresses ( even though this one seemed especially odd when considering that all payments have been electronic ). When my cosigners and I filed in XXXX, we also filed complaints with the Attorney Generals in the states we live. That seems to have caught the attention of someone in Navient, and alleged meetings were held to determine what the issue with my account was, and how to fix it. We were told to change the account number my cosigners send their payment to. That would fix this decades long problem, I was promised. Just in case, we watched the payments go in at our end, as did the Consumer Advocate we've been working with, XXXX XXXX. Ive continued to monitor my accounts since as I do not have faith that Navient and its representatives are capable of keeping their word, or correctly processing payments. All seemed well until this month. XXXX took a couple days off from work right around the due date of my bill. She likely, and reasonably, assumed it would be okay to take time off. We all need a few days some time, and I want to be clear that it is not my complaint that someone took time off, no matter what the reason. People get to live their lives. The problem, though, is that every time XXXX takes a day or two off, the entire system breaks down. When she took time off this month, it became apparent that the " fix '' Navient promised was to simply keep doing what we've been doing all along. They expect XXXX to process payments because their Billing Department is unable to do basic math, and Debt Collections is unable to read the notes in an account file to see that there is always an issue with this account. In other words, not a single thing has been fixed. 

On XX/XX/XXXX, I saw that while my monthly statement said that I owed {$780.00}, and had paid {$840.00}, I somehow still owed around {$35.00}. Now that's not a ton of money, but how is it that I can owe {$35.00} when I paid {$58.00} over what was due? I dug into the loan accounts and lo and behold! There! Three loans had misapplied payments again. I had a past due account, and because I know it takes them up to two weeks to fix their mistakes, I knew that I had mere hours to jump on this, and start the " fix '' process or debt collections would begin harassing my father with multiple calls a day, threatening default. Because that's how it goes with these heathens. 

I emailed XXXX on XX/XX/19 demanding a full accounting of how this happened, and why, and demanded that she fix the payments and head off debt collections. I told her this needed to be explained within 24 hours. That deadline has come and gone and I have no explanation other than her taking time off. There is no plan for my accounts when she takes what I'm sure is a hard earned vacation. There is also no fix as was promised. I was lied to again and again. As I promised Navient in XXXX, every time this happens, I would file complaints with the CFPB. Today I will keep that promise because not only am I honest, responsible, and reliable, I am also persistent and true to my word. Navient might lie, deceive and let down, but I don't. Just to be clear, this very complaint will also be sent immediately after to the Federal Trade Commission, the Department of Veterans ( as my father is a veteran and they regularly threaten him with default for their own ineptitude ), the XXXX XXXX XXXX in XXXX where they operate, and the Attorney Generals for the States of XXXX ( where I live ), XXXX XXXX ( where my parents live ), XXXX ( where I went to school and the loans were taken out ), and XXXX where Navient operates. 

I have lived largely paycheck to paycheck, often less than, to be sure that every bill I have is paid in full and on time for years now. I have paid off $ XXXX with XXXX for student loans, a 5 year car loan, and several credit cards. I have paid off over {$60.00} in debt with Navient. All of that within the last 12 years. I have a XXXX credit score because I'm that good at being good. The threats of default,  and implications in years past that I can't pay my bills is both infuriating, and humiliating. All I ask is that Navient be accountable. That they make good on their promise of stellar customer service and fix this problem in truth, and provide documented proof that they have done so and how. There needs to be a functional plan or I will continue to make complaints. The amount of anxiety, stress, and humiliation as well as undue financial hardship this company has caused me is unacceptable, and likely worth a dollar amount at this point, which is why I am also now exploring legal counsel.

Company response to consumer: Closed with explanation