Consumer complaint received 2015-10-21
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC. (NY)

Name of school : XXXX UniversityLocation : XXXX, TXNavient is currently the servicer of my private student loans. Originally, XXXX XXXX serviced my private student loans from XXXX - XXXX after I graduated from XXXX. In XXXX, I went to XXXX school, and Navient recently took over my loan. I graduated from my XXXX school XX/XX/XXXX. I contacted Navient in XXXX XXXX XXXX while my private loans were still in deferment ), spoke with an agent, and we agreed upon a repayment plan where I would pay interest-only ( which would be $ XXXX/month XXXX for 24 months. I received my first loan bill in XXXX XXXX, and it was much higher than the interest-only payment that we had agreed to only a month before the bill. I immediately called Navient in XXXX and spoke with another agent. The agent set me up on the interest-only payment plan again and told me to disregard the XXXX bill because our agreement would take effect immediately. During the XXXX conversation, I provided the agent with my credit card number, so Navient could directly deduct the payments. Navient has been deducting the interest-only payments from my credit card since XXXX XXXX. When I logged into my account yesterday, I noticed that I have a past due amount of {$49.00} on XXXX my private student loans that I have an agreement to only pay interest on. I currently have a current due amount of {$190.00}. According to their information online, they are still charging me for regular payments on XXXX of the XXXX private student loan accounts that I have with them - even though we agreed upon an interest only payment plan for XXXX my private student loan accounts. 

On XXXX XXXX, I called Navient for the third time to clear up this issue. I briefly spoke to an agent, and they told me that they would have to transfer me to another department and put me on hold while the transfer occurred. I had to hang up and call back after they had me on hold for over 30 minutes! When I finally spoke with an agent again, they informed me that I would have to speak to their in-house collections department because they could not handle my billing issue. I do not even understand how I ended up dealing with their in-house collection department, since I have never had past due payment issues with them ( of course, until this last incorrect bill ). When I set up my interest only payment plan in XXXX XXXX, I did not realize that I was talking to their in-house collections department. At the time, my first payment was not even due yet. 

I have received inaccurate and incomplete information from Navient since I first contacted them in XXXX XXXX to set up a payment plan. I am a very responsible borrower, and I always make sure that I have a good grasp of my debt obligations to ensure that I am able to fully service my loans. It is unfortunate and frustrating that Navient is unwilling to uphold their own terms that they agree to with their borrowers. When I review my Navient bills online for the months of XXXX XXXX - XXXX XXXX, I see that the amount that I owe significantly varies from month-to-month. This is very unclear and misleading because I am only supposed to be paying interest only, per my agreement with Navient.