Consumer complaint received 2018-06-20
Company: Navient Solutions, LLC.
State: UT
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I graduated from with a XXXX in XX/XX/XXXX. I started to repay my loans that year. It was initially financed by XXXX into a 20 year loan with payments of XXXX. My original loan balance was XXXX on loan # 1 and XXXX on loan # 2. So the total would be XXXX. Total payments with interest over 20 years would be XXXX at XXXX. My account was sold to Navient in XX/XX/XXXX after I went through bankruptcy following a horrible split with my children 's father. I was not given the option to sell. I did not sign papers for new finance terms nor would I have agreed to extending my loan for an additional 20 years. In the end of XX/XX/XXXX, around XX/XX/XXXX, I took a close look at my Navient account because the balance seemed to never decrease. It was then that I saw the years that I paid on the loan before they obtained it had not been credited to my account. After multiple attempts for resolution and calls to Navient with no acknowledgement that I existed, I filed a complaint with the XXXX XXXX XXXX. I then received a message from XXXX XXXX with customer relations. I attempted to return her call several times. When I finally got her on the phone, I was basically told I was wrong and I had never paid on the loan prior. Cut to several months later after sending multiple documents from my original loan to prove I was not a liar it seemed I was heard. I received an email stating I had a new document at Navient. I checked and it appeared my balance was corrected to XXXX for the total of the two loans  combined. ( I was also charged almost 6k in interest for what they say was time I was not paying on the loan ). The balance I had when I looked at the number was around 12k. So we were closer. I checked my XXXX  report the next month and it too showed the decreased balance. I received multiple emails the month of XX/XX/XXXX stating I owed different amounts for my next monthly payment. I was alarmed and called XXXX. She told me it was a mistake but my payment would be going up to XXXX/month to pay off the loan at the original scheduled payoff date of XX/XX/XXXX. Low and behold, the next thing I know my account is messed up more than ever. It is showing that none of the payments I make go to principle. My overall balance combined it at XXXX. Also, the monthly balance on the loan from the start of my paying with Navient never changes from XX/XX/XXXX to present. The balance every month is XXXX per loan after payment. I made multiple attempts to contact the company. I have refiled once again with the XXXX but I do not think they can help me. The last time I spoke with XXXX, she pretty much made up all she could blaming in on circumstances listed on their generic email. Her excuses were " you have not been paying enough on the loan to cover interest. '' Then she moves on to " you were in forebearance during bankruptcy ''. I was but that doesn't explain this mess and that was only for a short time. Then she said my interest rate had changed ... it should have never changed from the start of the original loan. Even at 5.75 % it would not explain still. Also, when I logged on to print the information for this, I have not been credited payments for XX/XX/XXXX and XX/XX/XXXX this year. They have removed the amount owed on the detailed list but I do have proof at home as well as multiple other documents. Just to recap a little, the original balance listed on my Navient loan after 16 years of payments on a 20 year loan, is higher than the original balance in XX/XX/XXXX. ( without interest figured in ).

Company response to consumer: Closed with monetary relief