Consumer complaint received 2017-06-16
Company: Navient Solutions, LLC.
State: TX
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
On   XX/XX/XXXX  and   XXXX   XXXX   XXXX   XXXX   I receive d emails from a representative stating that my student loan payment program was about expire and that I needed to reapply. In mi d  XX/XX/XXXX  t here was a major flood in the city of  XXXX  where I reside.  Pretty mu ch every bill that I had sent out communication that they would be extending some type of disaster relief including  Navient wh o sent the communication to me  on  XX/XX/XXXX  and  XX/XX/XXXX   . In   XXXX   XXXX   XXXX   I r esumed my payments with Navient who told me I was behind from the previous year which I did n't see how since I was in the payment program with automatic payment withdrawals so now I have to pay additional money to get caught up. She told me that I would have to pay roughly {$500.00 } until  XX/XX/XXXX  to get caught up with the alleged late payments then my regular payme nts would start after. I was told that I could n't use my bank card for payment only electronic checks I did n't think anything of it at the time. Fast forward to the end of   XX/XX/XXXX  beg inning of    XXXX   XXXX   they  take a payment out prematurely and cause my bank account to go crazy. I call them they said that 's the date I gave them but it was n't because my payments were all scheduled on my pay day which she went to verify. She told me she would reverse it refund any over draft fees and it would take  10 bus iness days.  Fine fast for ward to my next pay period which was a week later they take another payment out and I still have n't received the first refund. I call back and they have no record of the previous conversation. I speak to  manager expla ining my dilemma because my bank ca n't do anything because it was an electronic check. He suggested I use my bank card to deduct payments just in case something happens like this in the future. I explained to him the previous rep told me that was my only option to be accepted into the program. My bank account was n't corrected until the end of   XX/XX/XXXX . Al l this time I 'm receiving my bills from them and the amount due says  XXXX  not the amount I was paying. I received another email in XX/XX/XXXX    of this year reminding me to renew status inthe program because in  XX/XX/XXXX  they would start taking out the regular amount due. I fill out the paper work and go online to see what was due fo r XX/XX/XXXX  an d it said {$0.00} next payment of {$170.00} due   XX/XX/XXXX . T oday I had a {$370.00} withdrawal from my account. When I called they told me I had a scheduled payment today but my program was over in  XX/XX/XXXX .   She told me I was in a 12 month program I explained to her that I have never been in a 12 month program they make me renew every 6 months. I also challenged her on my bill why it says I owe {$170.00} a month but I was paying {$370.00}. She said that the way the program is set up that they pay so much ahead that 's why the bill is so low. That did n't make any type of sense to me and was never told to me that I should disregard what the bill says nothing of that sort. She threw out the fact I had so much in student loans I replied my regular student loans are double that and I pay half of what you are making me pay per month. I hate calling these people because I always have some type of issue with them and it 's always my word against theirs. It 's mentally draining to deal with them. Some of those reps lack integrity and could potentially ruin someone 's life with careless approach they take.

Company response to consumer: Closed with explanation