Consumer complaint received 2017-02-10
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC. (IL)

After making my regular monthly payment on my federal loans, my account was reflected as past due when there was no past due payment. Navient immediately initiated collections calls. I called to report this issue because I clearly made my payment and tried to no avail to explain that I was current. Navient 's representative responded by telling me the itemized loan payments I made were short {$600.00}, even after verifying each loan payment made which totaled {$920.00}. They literally told me that their calculator said the {$920.00} in separate loan group payments equaled only {$300.00} because their calculator said so. I was then transferred to someone else and put on hold for 20 minutes and then prompted to provide a callback number. I provided my number and the line was disconnected. When I received a call back, a recorded voice told me to hold for a representative and the wait time was 20 minutes. I gave up and had to wait until the next day to plan to leave work early to endure another round of long calls. Today I left work an hour early and called Navient when I made it home. I spent 2 hours and 23 minutes speaking to XXXX different representatives and ignoring my XXXX kids trying to get this straightened out. I printed out my past 12 months of payments by each loan group trying to explain that no payment was past due and account for each payment. In the end, Navient ultimately admitted their records were incorrect due to a " glitch '' misallocation. I want to be refunded late fees and interest assessed. I also need Navient to remove negative credit reporting of a past due status because it is patently false. I also want Navient to reimburse me for the time I missed from work to spend hours on the phone pleading with them to correct their own mistake. 

Additionally, in the midst of all this, I received 7 separate letters advising me that a forbearance request was denied. However, I NEVER submitted or asked for a forbearance. During the time I spent speaking with Navient representatives about their incorrect records, I never even uttered the word forbearance. I told the Navient representative about the letters and asked who had submitted the request because I never requested one. The representative claimed the letter was a standard letter sent to advise a customer when a forbearance is maxed out on a loan. However that is also patently false. The letter specifically said it was provided in response to a " recent request ''. Therefore, I can only conclude that someone at Navient fraudulently submitted a forbearance request without my consent. Navient needs to be penalized for this egregious behavior. 

Navient also will not release the co-signer for my private loans. They have given me the run around for YEARS about what is needed to release my co-signer. When I took out private loans, they advertised the loan by stating that co-signers would be release after making 24 consecutive payments. No other criteria or qualifications were stated. When I asked about the release after making payments for 2 years, I was told I needed to " apply ''. Then I had to submit an application. Then they had no record of my application. Then I submitted another application and the application was denied. Although I made continuous payments on my private loans, a forbearance I received on my federal loans disqualified me ( despite being unrelated to the private loan ). Navient is great at hiding the ball and engaging in lending practices that only benefit themselves. They have only recently allowed customers to make payments allocated to specific loans. Before that, who knows how they handled payments. I 've done my best to follow all of their arbitrary requirements, but even when you follow the rules, they still find a way to harm customers and their credit and strong arm customers to pay them more money. Please investigate Navient