Consumer complaint received 2017-07-22
Company: Navient Solutions, LLC.
State: PA
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:
I have a large sum consolidated student loan that I took out as a student of the XXXX XXXX XXXX XXXX and is serviced by Navient. I have paid this loan monthly and on time for almost ten years. I changed banks in XX/XX/XXXX and have been trying to update my autopay information with Navient, and they repeatedly deny my application for no apparent reason. My bank does not know why this is happening either and i do n't believe it is a problem on their end. Since i 'm not in autopay, Navient increased my interest rate and did not communicated this with me at all in the last few months - i had to keep looking at my online account info to find anything out. in addition to this, If i try to pay online through Navient monthly bill pay, they also refuse to accept my bank account information, so I have made payments through my bank 's bill payer option. The last time i did this - on XX/XX/XXXX - due to poor/unclear information on Navient 's website, I sent my  payment to the wrong address! when i did n't see the balance go down on my Student Loan account, I called Navient and it took them a while to figure out that a different Navient division ( the XXXX XXXX XXXX ) had my money and were in the 30 day process of sending it back to me! this has become a fiasco that i can get no one to help me with on Navient 's end. the last time I spoke to them - on Wednesday, XX/XX/XXXX, they tried to get me to apply for a forbearance until I got my payment back from the Navient/XXXX XXXX XXXX so they could process my autopay application ( mind you, the 4th time I 've tried to process autopay through Navient ) I feel like what they are doing is trying to drive up my interest rate and charge me late fees in order to get more money out of me! I refused the forbearance ( i do n't want a forbearance! I am not having financial hardship! I JUST WANT TO PAY THE LOAN! ) and they again denied my autopay application, this time their reason was that i have an unpaid balance! I even made an additional payment to the correct address that i was given over the phone - and that is not showing up in my account balance either! It went out of my account with the name Navient listed as the payee, but it does not show up on Navient 's end. As a borrower with a previously PERFECT payment record, there is no reason that they should not be accepting my autopay application and retroactively adjusting my interest rate while also giving me excellent customer service! but all i am getting are daily calls call from an overseas call center, telling me that my account is past due! I wish i could change companies, but i feel trapped and preyed upon and totally helpless and at their mercy. I 'm not sure what to do next and i do n't know who to go to for help! I am going to have to spend another hour + on the phone with them, which is a waste of my time as a working mother. I 'm so angry it is hard for me to not shout when i call them. what do I do?

Company response to consumer: Closed with explanation