Consumer complaint received 2017-04-01
Company: Navient Solutions, LLC.
State: NY
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
I have a private student loan taken out through Navient when I attended XXXX at XXXX and at first was working with them in an attempt to lower my student loan payments. Upon my decision to turn back to school many of the emloyees there encouraged me to pay {$100.00} to put my loan into forbearance for 3 months and bring all accounts current. I had been receiving emails from a XXXX who is apparently and account manager at Navient and decided to speak with him directly. I called on XX/XX/2017 at XXXX spoke with employee XXXX and told he either went home or had n't arrived and to call back in an hour. I called at XXXX the same day, was put on hold for XXXX minutes then was hung up on at XXXX. I called back immediately and spoke with a girl named XXXX who did n't give me her ID number and all of a sudden XXXX is available, in fact, " she has him right here '' she tells me. I speak with XXXX who tells me if I pay the {$100.00} my loans will go into forbearance, all accounts will be brought current and the harassing calls and payments should go away. I set up the payment with XXXX for XX/XX/2017 under the advisement of XXXX telling me to NOT let the payment happen in XXXX or else my loan would go delinquent. On XXXX/XXXX/2017 I check my bank statement to make sure they in fact did take the payment out of my account. I spoke with XXXX, employee ID XXXX at XXXX and, after putting me on hold and " checking with her manager, '' she assures me they did indeed pull the payment. Keep in mind that on XX/XX/2017 I received my federal tax return ( including XXXX $ child tax credit for my daughter ) so there was MORE than enough money in my account for Navient to withdraw the {$100.00} I had set the forbearance payment up for. Well, low and behold, I begin to receive phone calls about paying my loans again. I call back and tell them that I 've already paid the {$100.00} to place me into forbearance and they tell me that the payment was " returned '' 10 days later. So now, it 's XX/XX/XXXX, my loan has more than likely gone delinquent because they never took a payment out that I specifically called to make sure they got and my loan STILL is n't in forbearance. I finally decide to just grab my debit card and pay the {$100.00} then and there with a man from their credit dept who is apologizing profusely telling me this thing happens all the time and that payments made via automated bank payments are n't always reliable!!! Absolutely ridiculous!!! I made the payment the first week of XX/XX/XXXX. It is now XX/XX/XXXX, my accounts STILL have n't been made current as XXXX said they would be AND my credit score continues to drop for NO REASON. I also have records and bank statements showing they never even ATTEMPTED to take the payment of {$100.00} out of my account on XX/XX/2017. This is absolutely ridiculous and I 've honestly had enough with this unprofessional, rude and lying financial lender. They need to make this right for my sake and the hundreds of others they continue to take advantage of every day.

Company response to consumer: Closed with non-monetary relief