Consumer complaint received 2018-06-01
Company: Navient Solutions, LLC.
State: MD
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 private student loan that was originally with XXXX and then was managed by XXXX for a very long time. With XXXX my payments were roughly $ 310/month. I was electively overpaying by $ XXXX/month in an effort to pay the loan off faster. In XX/XX/XXXX my student loan was transferred to Navient from XXXX. At this time I decided I wanted to revert back to my prior standard repayment plan of lower monthly payments. 

I have contacted Navient every 1-2 weeks since XX/XX/XXXX in an effort to make this change. I am always told that my request will take 7-14 days to process and I will receive notification. I have never received notification and repeatedly call for updates and to make the request. It took me 2 months to succeed in Navient calculating my new monthly payment of {$310.00} which took place XX/XX/XXXX. 

Despite the success in obtaining my new monthly payment, my enrollment in autopay has remained locked in at {$1000.00}. Again, multiple calls placed to have Navient update this without any changes taking effect. I was told on multiple occasions to unenroll in autopay so that the system can update. I receive a discount of 0.25 % interest for enrollment in autopay. I have been unable to enroll in autopay for payment of my loans for 3 months because of their inability to reduce the autopayment amount to the new rate of {$310.00} which I was given in XX/XX/XXXX. 

On XX/XX/XXXX I called again to check on the status, but have now learned that despite all of my requests for the autopay to be updated and the prior approval and processing of my reduced payment of {$310.00}, my monthly payments are back at {$1000.00}. Navient is unable to give me explanation as to why my rate has increased and reverted back to the prior rate. I am told that all of my requests are approved, but it may take up to 14 days for processing. However, this is what I have been told for almost 3 months without any changes. 

My next payment is due XX/XX/XXXX and the amount is {$1000.00}, not the reduced amount of {$310.00} that I was told and paid in XX/XX/XXXX. I was told by Navient today ( XX/XX/XXXX ) that my current options are forbearance as my request may not be processed in time or delinquency if I choose to pay less than {$1000.00}. 

I have never missed a payment on any of my student loans and have a nearly perfect credit score. I am very financially responsible, but Navient is making it nearly impossible for me to pay my loans despite all of my best efforts. I do not want to go into forbearance because they can not process my requests in a timely manner, and do not want to be delinquent for being unable to pay the higher amount that they are locking me into ( an amount that only was created by my choice to overpay temporarily ). Additionally, I am now out 3 months of interest at 0.25 % due to Navient 's inability to complete this task and feel that I should be reimbursed. 

I have been very patient with Navient and have spoken to supervisors and even emailed the company 's leadership, but do not feel that my voice is being heard and need someone to advocate for me to help get my issue resolved ... preferably before my next due date of XX/XX/XXXX.

Company response to consumer: Closed with explanation