Consumer complaint received 2017-01-24
Company: Navient Solutions, LLC.
State: KY
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 had a total of XXXX loans ( approximately XXXX left to pay on ) through Navient that are all separated but under the same account. From the start I have signed up for automatic debit to receive the discount interest rate that they provide when doing so. To pay off my loans faster I typically make a large payment on the loan with the highest interest rate the week after the auto debit. When doing so, it prompts me with a question of " do you want to advance your payoff date '' or " would you like to make your next scheduled payment ''. I always select to make my next scheduled payment so I can pay it off as soon as possible. However, when my next auto debit comes out they the payment for the loan may be {$20.00} or {$140.00} but they will only put a few cents to a couple dollars towards it instead of putting the original payment towards it like i selected. The remaining amount is split between the rest of my loans ( got ta remember, I 'm paying the highest interest rate loans so they are putting my payment towards lower interest rate loans ). When I questioned them regarding this, they stated that my loans are in a group and the only way to fix it would be for me to cancel my auto debit. Now how does that make sense? Remove my auto debit so that they can continue my normal payment that I stated clearly that I would like to continue. Why ask me if they are n't going to continue my normal payment anyways? This happens every month since the inception. Cancelling my auto debit would increase my interest rate for all of my loans by a .5 %. That 's the dumbest thing I 've ever heard. I 'll take the hit of misallocating instead of a hike in my interest rate for {$30000.00} in loans. Get real Navient. 

I also had issues with their old site where they did n't have the functionality to select a specific loan to pay extra on. I could only make an extra payment and request that it go to a specific loan. Then I would hope that they would see the request and allocate it properly. It was n't until a few months into making these payments that I realized they were n't doing it. I would have to call and explain to the representative what happened and request that they fix it. They told me the only way I could do this is by calling in. So I started calling in my extra payment every month and requesting it go towards the highest interest rate loan. Some of the people would understand while others would simply spread the payment across the board. Countless calls and sometimes they would fix it and others they would n't be able to. The new website rolls out and I think finally they can stop messing up and I do n't have to call in anymore. Yet they simply find another way to have a quirk to XXXX the allocation process. 

Get your stuff together Navient. Ca n't wait to get rid of you. Hopefully I 'll have my {$65000.00} paid off this year and I hope they have enjoyed being a thorn in my side and wallet.

Company response to consumer: Closed with explanation