Consumer complaint received 2017-01-09
Company: Navient Solutions, LLC.
State: NY
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Don't agree with fees charged

Complaint:
Mid-XXXX XXXX, I started getting strange emails and voicemails from Navient about my " late '' payment to them. Since these were coming in about two weeks prior to when my payment was actually due XXXX XXXX/XXXX/XXXX XXXX, and my account was up-to-date according to my records, I ignored them. After my XXXX XXXX payment was made and posted on XXXX/XXXX/XXXX, I received another email from Navient on XXXX/XXXX/XXXX stating that their records indicated that they had n't received a payment from me since XXXX/XXXX/XXXX and told me to call them so they could " help '' me make my payments. I thought this was strange considering I had never missed a payment nor have I ever paid late in the six years that I 've been paying back these loans. I logged into my Navient account to investigate and immediately saw my XXXX/XXXX/XXXX payment was listed as received in my history so I called the number in the email. 

While I waited to be connected to someone, I went through my complete account history and noticed that I had been charged a late fee on XXXX/XXXX/XXXX for my XXXX payment made on XXXX one day prior to the actual due date. I also noticed that they did this exact same thing to me a over year ago- in XXXX XXXX where my payment was posted by the due date- XXXX but again, I was charged a late fee two weeks later, on XXXX/XXXX/XXXX for that payment. Note- My loan due date is usually the XXXX or XXXX of every month so this payment was received ON TIME. 

When the customer service rep answered the line, I explained my situation : I inquired about the email I had received that morning which was a reminder that my account " needed attention '' and I also inquired about the XXXX/XXXX/XXXX & XXXX/XXXX/XXXX late fees since those were obviously mistakes since I had also paid on time in both of those months. 

After listening to my issues, the representative from Navient told me that there was nothing that she could do. According to her " records '' my payment for XXXX XXXX was never received therefore my account was past due and that fee was valid. She had no response for the XXXX/XXXX/XXXX fee. Having the payment records open on my laptop for both Navient and my bank, I told her that that was n't true and read her the payment amounts and posted dates for all of the questioned dates. After providing documented proof of timely payments for both instances, she put me on hold and came back a few minutes later saying that she did see that my payment was received on XXXX/XXXX/XXXX and did n't know why I had received the late fee. I asked her to remove both late fees received and was informed that the XXXX from XXXX was too " old '' and therefore could not be removed ; they could only refund me the one for XXXX and apologized for the inconvenience. 

Before I got off the phone, I asked the Navient Rep if I would receive an email confirmation that shows the removal of my late fee- she did n't know- but stated that it would take a week to be refunded back to my account. I also asked her about my payment posted on XXXX/XXXX/XXXX ; I wanted to make sure that this was n't going to happen again. She confirmed that my payment on XXXX/XXXX/XXXX was received and stated that I SHOULD NOT receive another late fee. 

On XXXX/XXXX/XXXX I received XXXX emails from Navient confirming that the late fee charged on XXXX/XXXX/XXXX was removed from my account as a " courtesy ''. The morning of XXXX/XXXX/XXXX, I logged into my account to verify their removal only to find that the late fees for XXXX/XXXX/XXXX & XXXX/XXXX/XXXX are still there AND I also now have and additional late fee for the payment made on XXXX/XXXX/XXXX as well. I immediately called Navient, explained the situation yet again, and was told that they 'ca n't see ' any late fees on my account on their end and that my account was currently up-to-date. She could not explain to me why these fees were showing in my account history, assured me that everything is OKAY and blamed my bank, suggesting that I should sign up with their autopay program to avoid further issues.

Company response to consumer: Closed with explanation