Consumer complaint received 2016-07-14
Company: Navient Solutions, LLC.
State: OH
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
10months ago I contact Navient and asked if I paid extra on my student loans could I allocate any additional payments to the loan of my choice. Navient told me " no, this is not an option. '' 2months ago a customer service representative told me that yes I could make an extra payment and allocate the amount of my choice to the loan of my choice. I would have to make a payment, wait for it to post, then call Navient to have the payment allocated to the loan of my choice. 

XXXX/XXXX/16 I made my minimum payment plus an additional {$10.00}. 

XXXX/XXXX/16 I waited for it to post and called to have the {$10.00} allocated to my Consolidation Loan XXXX. I checked online to ensure that my payment was allocated correctly and my balance went up on XXXX Consolidated Loan XXXX and XXXX by {$140.00}. 

XXXX/XXXX/16 I spoke with Customer Service Representative XXXX and she stated that they would fix the problem and that she can see where multiple changes were made to my payment. She also verified that my total balance due on Consolidation Loan XXXX was {$3800.00} ( {$92.00} more than what my online account states ). She also verified that my Consolidation Loan XXXX balance was {$1700.00} ( {$52.00} more than what my online account states ). 

XXXX/XXXX/16 I contacted the Ombudsman for XXXX XXXX. XXXX XXXX recommended that I contact Navient Advocate Team and that he was confident they would fix the problem. 

XXXX/XXXX/16 called Navient Advocate help line to address the issue. XXXX XXXX set up an advocate specialist for my case. XXXX did state that there are " inconsistencies in balances and that should n't be. '' XXXX/XXXX/16 XXXX XXXX XXXX ext XXXX contacted me. She stated that " there is a problem with the online system and they have noticed that the balance in their database is different from my online Account History and that my online account history is incorrect. '' When asked when this issue would be fixed XXXX stated that " currently there is no date set to accomplish this fix but that she would email the appropriate people and ask. '' When asked to verify my balance due XXXX stated that Consolidation Loan XXXX balance was {$3800.00} ( {$42.00} more than XXXX stated on XXXX/XXXX/16 and {$130.00} more than my online account states ). Consolidation Loan XXXX balance was verified at {$1800.00} ( XXXX more than XXXX stated and {$83.00} more than what my online account states. 

When asked if I could just pay off my student loans in full and be done with this. XXXX stated that " you can only pay the minimum payment with a credit card and that anything additional must be paid with a routing account #. '' XXXX/XXXX/16 I contacted the XXXX the Ombudsman and he was stated that " this case might not meet the criteria '' and he gave me the XXXX XXXX and he defended Navient saying you might want to " take them up on their word, '' and wished me " good luck. ''

Company response to consumer: Closed with explanation