Consumer complaint received 2016-06-02
Company: Navient Solutions, LLC.
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
I sent several emails over a period of 3 weeks requesting information for forbearance and payment change. I received no response. When I started making payments I saw a large amount of interest go towards principal. I called for a break down and they could not provide explanation over the phone and said I would receive the break down in 2 weeks. I did not receive it at all. My employer makes payments that should only go to interest. They were being applied to all fees. I called and asked that to be researched. They told me they were being posted incorrectly and it would be changed. When they made this adjustment they then also flagged me as past due and started charging me late fees. I called the first day the account showed past due and asked for details. I was told it was a mistake in how they made the adjustment and it would be corrected and would be completed in two weeks. When it got close to the end of the two weeks I reached out to customer service via email for an update as nothing was showing corrected. My email was not answered. 
I called for the third time and asked the status of my previous requests and customer service told me they did n't see any notes on my account and just went over my recent payments and told me they did n't see anything wrong. After I explained the full story again she placed me on hold and still said she found no notes on my account. At that point I asked for a manager and was told there was only XXXX and it would take at least 10 minutes to get him. While on hold she continued to come back to me and tell me I owed a payment and that nothing showed I did not. The late fees were valid. Even though when I had logged in before the adjustments it was not late, there were no fees. Another long period of time went by and then she told me she found the notes on my account. I still asked for a manager because I had not been provided a breakdown of interest to principal previously requested and the newest payment from my employer posted incorrectly. 
While on hold again she told me the manager wanted to call me back. I refused and waited. While waiting the manager was able to make time to correct my account to no longer show past due or have late fees. I told the rep that was not the only issue and there was still more needed. 

The entire experience is a Joke. I am not someone escalates to a manager but when I am told there are no notes on my account and told that nothing I was previously told was correct and that they can not prove where my employer payments came from but they did n't previously have that problem it is crazy. It also seems that while the manager fixed the account that they refuse to actually speak to me. They continued to just send the rep back over and over again to act like a puppet with what they are saying. I appreciate empowering the associate and having them de-escalate when needed. But when there are multiple issues and the rep is not understanding them or addressing them and over a 30 minute period the rep has to come back to me more than 6 times the manager should come on the line.

Company response to consumer: Closed with explanation