Consumer complaint received 2017-02-09
Company: Navient Solutions, LLC.
State: VA
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 am writing on behalf of myself and my wife to put on record our concerns regarding actions related to repayment of my student loan with Navient. 
About three months ago, we reviewed and analyzed all of the aspects relating to my student loan situation. We specifically looked at an issue where we had tried a number of times to attempt to make a second/additional payments monthly, only to have it reversed. 
We want answers to the questions that remain and we do not feel that the answers we were given by Navient are satisfactory or truthful. 

Here is why : In reviewing our bank statements, there are additional payment attempts that are shown as transactions on a monthly statement from our bank but when compared to our Navient loan payment history, the payment is shown but then is reversed. Nothing indicates in our bank statements that the money was returned or did not go through. 
The opposite has happened too ; some of the additional payment attempts are shown on our Navient loan history and then were reversed, but they do not show as transactions on the bank statements. 
From reviewing this information, there really is no explanation as to WHY the payments did n't go through/why they were reversed, because each of the months that had attempted additional payments also have the automatic payment we had set up successfully going through -- THESE ADDITIONAL TRANSACTIONS WERE MADE FROM/WITH THE SAME BANK ACCOUNT/ROUTING NUMBER. 

Why had these transactions been reversed when we had no issues with our automatic payments each month? When we asked Navient about these issues, they claimed that it must be a bank error, but we did not believe that at the time, and now we really do not believe that anymore. 
As indicated on our bank statements, we had many other bills, including our automatic monthly payment to Navient, that were paid from the same bank account that did not have reversal issues or insufficient funds, so we are without a doubt sure that we had the funds to pay these extra payments. 
When we called Navient in XXXX of XXXX, again we were told this all happened due to " an issue with our bank ''. I questioned the Navient representative, stating that I did not understand how that was possible when during those months when there were reversed payments, our automatic payments were going through without an issue or reversal ; again the second payment attempts were made from the same bank account with the same routing number, and got the same response. 
For a total of 6 months, we attempted to make additional payments and had the payments reversed. In XXXX, XXXX XXXX and XXXX XXXX, we attempted to make additional payments. These attempted payments were listed on our bank statement but were shown as attempted but then reversed on our Navient loan history. XXXX, XXXX ( when XXXX attempts for additional payments were made ) and XXXX XXXX, we attempted to make additional payments but these attempted payments were not listed on our bank statement but were shown as reversed on our Navient loan history. During all of these months, our automatic payments went through every single time, with no issues. 
Each time we did not pay this additional payment, we were not paying off our accrued interest, therefore steadily increasing the overall loan amount. 
As such, after reading about the lawsuit pending, we now feel that the descriptions of the allegations parallel with our issue of attempted payments that now appear to have been purposefully reversed with no explanation as to why, as part of Navient 's attempt to capitalize on our monthly accrued interest and overall increasing loan amount. 
Our hope is that we would be given restitution for the accrued interest, as well as refunded for the attempted amounts that were unsuccessfully applied. We also hope that we would be considered for any rebates, deductions, and/or loan forgiveness.

Company response to consumer: Closed with explanation