Consumer complaint received 2018-06-19
Company: Navient Solutions, LLC.
State: CO
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:
On XX/XX/XXXX, I scheduled a payment for my personal student loan on www.navient.com to be made on XX/XX/XXXX, which was the due date. I received the payment confirmation email as I normally would, so I didn't think anymore about it. 

On XX/XX/XXXX, I received an automated email from Navient stating I have a new loan document available online. Since I get so many of these, I dont look at them. 

On XX/XX/XXXX, I received an automated email from Navient stating I have a new loan document available online. Again, didnt look at it. 

On XX/XX/XXXX, I received an automated email from Navient stating I have a new loan document available online. 

On XX/XX/XXXX, I received a call where the number showed as either restricted or unavailable, so I did not answer the call. The caller did not leave a message, so I searched the number online to see who it was. When I saw the number was associated with Navient, I logged into my Navient account and it showed I was past due for the XXXX payment. I quickly searched my email and found the payment confirmation that showed on XX/XX/XXXX, I scheduled the payment for XX/XX/XXXX. That confirmed I got the dates correct. Then I logged into the main bank account I use ( ending XXXX ) and saw the payment was never deducted from my account and as of XX/XX/XXXX, the balance in my account was exactly the amount of my Navient payment of {$190.00}. I went back to my Navient account online to look at the payment history and found they posted the payment on XX/XX/XXXX and reversed it the same day. I sent a fax to Navient at XXXX asking for an explanation as to why the XXXX payment had been reversed. 

On XX/XX/XXXX, I received an automated email from Navient stating I have a new loan document available online. 

On XX/XX/XXXX, I received an email from XXXX XXXX at Navient stating my XXXX payment had not been received. I replied to this email telling him to go check the fax I sent on XX/XX/XXXX at XXXX and told him to contact me once it has been reviewed. 

On XX/XX/XXXX, I received an email from XXXX XXXX at Navient stating they received my information on XX/XX/XXXX, but they were unable to assist me via email. I received another email from Navient the same day stating they received the information I uploaded through their website and it could take 32-35 business days for them to respond. 

I received a letter via USPS from Navient dated XX/XX/XXXX requesting that I send a copy of my bank statement showing all the debits, credits and running balance to show whether any activity for Navient occurred. 

On XX/XX/XXXX, I received an automated email from Navient reminding me of the payment due on XX/XX/XXXX of {$380.00}, which includes the XXXX payment amount of {$190.00} they still had not taken. 

On XX/XX/XXXX, I uploaded a copy of the Navient letter dated XX/XX/XXXX to www.navient.com, as well as a copy of the bank statement they requested and told them to process the payment and backdate it to XX/XX/XXXX. 

On XX/XX/XXXX, I received three emails from Navient stating they received the information I uploaded through their website and it could take 7-10 business days for them to respond. 

On XX/XX/XXXX, I started the process of paying my bills and when I logged into the Navient site to confirm the amount, I saw the XXXX payment had still not been processed. 

On XX/XX/XXXX, I logged into the Navient site to make the regular monthly payment of {$190.00} ( it had increased by {$0.00} from the XXXX payment amount ), in which I received a payment confirmation email the same day. 

On XX/XX/XXXX, the XXXX payment of {$190.00} to Navient was withdrawn from my bank account. I also received an email from XXXX XXXX stating that as of XX/XX/XXXX, the last payment Navient received from me was on XX/XX/XXXX. I replied to XXXX email telling him to check with the department that processes documents uploaded through the website because I uploaded the requested information based on the letter I received asking for the bank statement showing all the debits, credits and running balance. I received a reply email from XXXX XXXX at Navient stating they are unable to assist me via email. I replied back to XXXX that if she were to retrieve the documents I uploaded, she would clearly see that Navient did not attempt to collect the XXXX payment from my bank account. I further told her how I want Navient to correct my account by reprocessing the payment and backdating it to XX/XX/XXXX and reverse any fees associated with that payment. 

On XX/XX/XXXX, I received an automated email from Navient stating I have a new loan document available online. 

On XX/XX/XXXX, I received an email from XXXX XXXX at Navient stating the last payment they received from me was on XX/XX/XXXX. I replied to his email telling him to review the attached bank statement that shows no activity occurring on my account for Navient. I also told him to process the payment and backdate it to XX/XX/XXXX, reverse all late fees and to contact me when my account was fixed. The attachments on the email included the bank statement, a copy of the Navient letter dated XX/XX/XXXX and a copy of the memo I uploaded to www.navient.com on XX/XX/XXXX. I also sent a fax to Navient at XXXX stating Navient made an error in processing my payment for XXXX and telling them to process the payment and backdate it to the date shown on the payment confirmation email of XX/XX/XXXX. This fax included a copy of my bank statement, which does not show any activity for Navient, and a copy of the payment confirmation email dated XX/XX/XXXX. I also uploaded this exact information to www.navient.com. 

On XX/XX/XXXX, I received an automated email from Navient stating they received the documents I uploaded and they would update my account within ten business days. I also received an email from XXXX XXXX at Navient stating the last payment they received from me as of XX/XX/XXXX was on XX/XX/XXXX. I replied to his email stating the same thing Ive stated beforethe bank statement does not show that Navient attempted to collect my payment and telling him again to process the XXXX payment, backdate it to XX/XX/XXXX, reverse any fees associated with that payment and to contact me when my account has been fixed. I also stated the same information had been faxed to XXXX and XXXX, and uploaded to the Navient website within the prior 2 weeks. I also received two automated emails from Navient stating they received the documents I uploaded, however one states my account would be updated in three business days and the other stated ten business days. 

I received a letter from Navient dated XX/XX/XXXX stating they researched the details of the XXXX payment, which they claim was submitted using bank account ending XXXX, and found it was returned by the bank on XX/XX/XXXX. The bank statement I faxed on XX/XX/XXXX was for account ending XXXX. 

On XX/XX/XXXX, I received an email from XXXX XXXX at Navient stating the last payment they received from me was on XX/XX/XXXX. I replied to his email stating the same thing Ive stated beforethe bank statement does not show that Navient attempted to collect my payment and telling him again to process the XXXX payment, backdate it to XX/XX/XXXX, reverse any fees associated with that payment and to contact me when my account has been fixed. I reiterated all required documentation has been faxed to XXXX and XXXX, and has been uploaded to the Navient website within the prior 2 weeks. 

On XX/XX/XXXX, I received an email from XXXX XXXX at Navient stating they are unable to assist me via email. I replied to his email saying what Id said before the bank statement does not show that Navient attempted to collect my payment and telling him again to process the XXXX payment, backdate it to XX/XX/XXXX, reverse any fees associated with that payment and to contact me when my account has been fixed. 

On XX/XX/XXXX, I received an automated email from Navient stating I have a new loan document available online. 

On XX/XX/XXXX, I received an automated email from Navient reminding me of the payment due on XX/XX/XXXX of {$390.00}, which includes the XXXX payment amount of {$190.00} they still had not taken and a late fee of {$9.00}. 

On XX/XX/XXXX, I sent another fax to Navient at XXXX explaining that I am fairly certain I used my bank account ending XXXX for the XXXX payment and the bank statement for account ending XXXX does not show any activity for that month. I further explained that if either bank had returned my payment, they would have notified me in writing and charged an insufficient funds ( NSF ) fee to my account, however neither bank did. I would have also rectified the issue sooner had ANYONE contacted me about a problem. I again requested they process the payment and backdate it to XX/XX/XXXX, as well as reverse any late fees and remove any negative information they have potentially reported to the credit bureaus. This fax included a copy of the letter I received from Navient and a copy of my bank statement for account ending XXXX, which does not show any activity for Navient. 

On XX/XX/XXXX, I logged into the Navient site to make the regular monthly payment of {$190.00}, in which I received a payment confirmation email the same day. I also noticed the XXXX payment issue had still not been resolved and now I have been charged a late fee of {$9.00}. I refuse to pay any late fees associated with this XXXX payment. 

On XX/XX/XXXX, the XXXX payment of {$190.00} to Navient was withdrawn from my bank account. I also received an email from XXXX XXXX at Navient stating the last payment they received from me was on XX/XX/XXXX. I replied to his email telling him to check the fax machines. 

On XX/XX/XXXX, I received an automated email from Navient stating they received the documents I uploaded and my account would be updated in ten business days. 

On XX/XX/XXXX, I received an automated email from Navient stating I have a new loan document available online. 

On XX/XX/XXXX, I resent the XX/XX/XXXX fax to Navient at XXXX and explained I am awaiting confirmation that Navient fixed my account. I also received an automated email from Navient stating I have a new loan document available online. 

On XX/XX/XXXX, I received an automated email from Navient reminding me of the payment due on XX/XX/XXXX of {$390.00}, which includes the XXXX payment amount of {$190.00} they still had not taken and a late fee of {$9.00}. I also received an email from XXXX XXXX at Navient stating the last payment they received from me was on XX/XX/XXXX. I replied to his email telling him to check the fax machine as I sent a fax before XXXX. 

On XX/XX/XXXX, I logged into the Navient site to make the regular monthly payment of {$190.00}, in which I received a payment confirmation email the same day. I also noticed the XXXX payment issue had still not been resolved and now I have been charged two late fees of {$9.00} each, totaling {$19.00}. I refuse to pay any late fees associated with this XXXX payment. 

On XX/XX/XXXX, the regular XXXX payment of {$190.00} to Navient was withdrawn from my bank account. 

As of XX/XX/XXXX, the XXXX payment issue has still not been resolved and now I have been charged late fees totaling {$57.00} ( 4 fees of {$9.00} each and 2 fees of {$9.00} each ). I refuse to pay  any late fees associated with this XXXX payment. They have completely ignored my requests to correct my account and take the payment from my bank account! I still receive the occasional collection emails, but I stopped responding because of all the previous correspondence Ive sent that they simply ignore.

Company response to consumer: Closed with explanation