Consumer complaint received 2017-08-09
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: Navient Solutions, LLC. (WA)

I received a notice and phone calls about a delinquent XX/XX/XXXX student loan payment from Navient. Then received a notice from my bank about being charged a {$25.00} fee for insufficient funds. On XX/XX/XXXX, I logged into my account on the Navient website and selected the Autopay tab. Under that tab, it offers the option to add another bank. I added a new bank, and attempted to delete the old account, but deleting the old bank account was not an option. The Navient website prompted me to select the bank account that was to be used for " future payments. '' I selected the new bank account and confirmed that it was the account that would be used. Fast forward to XX/XX/XXXX and I received two notices by mail from my old bank for {$25.00} each for insufficient funds due to Navient attempting to pull my XX/XX/XXXX payment from my old account. On XX/XX/XXXX, I both log into my Navient account and call Navient, to make a payment, inquire about how to get them to auto debit the appropriate account, and request a refund. The Navient customer service rep tells me there 's an additional step that needed to occur to remove my old bank and add the new bank for auto debit. I explain to her that during my first attempt to correct the situation on XX/XX/XXXX, that was not clearly posted anywhere on the website, and that due to the instructions given by the site I was lead to believe that I had done all that was needed to keep my account current. I requested the refund for the {$50.00} I had incurred in insufficient fund fees from my old bank and was placed on hold several times for her to confer with her manager. When she finally returned, I was told that my request for the refund had been denied. I asked to speak with a supervisor and again was placed on hold multiple times while the rep attempted to find a supervisor. When I finally spoke with a supervisor I was informed that they did not believe that Navient had committed a servicing error and that he did not have the authority to authorize a refund. I asked if I could speak with someone who did have the authority and he stated I could upload my bank documents and the processing team would assess the situation to determine if they would grant a refund. I stated that the bank documents only demonstrate that I was charged fees and do n't offer any explanation for the website being misleading. He stated he would make a note in my account of the situation. I stated that I did n't believe that to be a fair or accurate account due to him not believing my account of the situation. He again stated he believed that it was unclear as to what bank account was being pulled from, but that it was n't a Navient servicing error. I asked again for a direct contact on the processing team so that I could give my account of the situation and he only gave the general mailing address and fax number. I expressed my disappointment and the inconvenience at losing the {$50.00} fee and was told that if the processing team decided to grant my request that it would take at least 10 days before they reviewed my claim, and then 6-8 weeks if I was granted the refund.