Consumer complaint received 2016-03-01
Company: Navient Solutions, LLC.
State: PA
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
This all started back when I was set to pay back my student loans. Like any other graduated college student I was unable to afford their outrageous interest rates and pay offs. I was never put on any plan to help until just a few years ago. I signed up for an Interest Rate Reduction Program. Back then it was XXXX XXXX, now Navient. I was set up for 3.5 % on all of my loans, BUT for some reason XXXX loans I had to pay an extra {$50.00} or so after my payments came out. Every time I called in ( month after month ) I was given the same old story, that there was a mistake in the system and it would be corrected. But, it was never corrected and I always had to pay that {$50.00} to keep my account current. This went on for months until I finally went up the chain and found someone to fix it for me. Then just last year I was double charged a month which caused me to have an overdraft fee on my bank account. I have XXXX different bank accounts, I only use XXXX for student loan payments and only put it enough each month to it for that purpose. Now fast forward to XXXX XXXX. Navient took my payment, BUT they took it from another persons Bank Account with my same bank. I received phone calls from the woman and her branch and we found out that her entire bank account number is the last XXXX numbers of my account. She 's had her account since XX/XX/XXXX I believe they said. No worries I thought, just a mistake. I called into Navient and let them know what happened and to switch my banks up so this never happens to the woman again. XXXX rolls around and I see that Navient is claiming my account is not current. I call in and they tell me they reversed the XX/XX/XXXX monies for some reason back to that woman. I call the bank and they show no reversal. I spent hours upon hours and days calling into Navient saying my bank does not show this reversal to my account or to this other bank account. I received rude customer service from the start and got no where. I finally found the OBDUMANS department at Navient and started there. He then transferred me to the Customer Advocate. The Customer Advocate promised me a resolution and it 's now been over a month since I started working with them. The Customer Advocate found that my bank was never reversed the payment and that Navient 's bank, XXXX XXXX had some transaction issues. I was promised last Monday that there would be a resolution and there was none. I called in last week and left 3 voicemails and also called in and had them transfer me to the representative that was working on my account, she was on the phone but would call me back another person said. I did not get a phone call back. Now, I found email addresses for the Executive Board at Navient and I emailed everyone I could. Immediately I get a phone call back ( Friday ) from the executive team stating they would have a solution for me on Monday and I would be compensated for my troubles. Monday came to pass and no response from them so I sent another email which only was returned an email that had no resolution. It is now Tuesday and I am tired of being abused and neglected by the Navient staff. They have caused a great deal of mental and emotional stress not only to me but my wife and my cosigners who receive phone calls that say I 'm delinquent or late, when Navient 's bank 'supposedly ' has the money on hold somewhere. I 've exhausted all of my options and I hope this helps my cause along side of me working with a legal team to take legal action against Navient.

Company response to consumer: Closed with monetary relief