Consumer complaint received 2018-10-03
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Navient Solutions, LLC. (CO)

Ive been having issues with Navient customer service for 3 months and my patience has worn out completely after the torture Ive been through since the XXXX of XXXX. 

On XX/XX/XXXX, I realized I had forgot to re-up my income driven repayment plan. I called and was told Id have to do a forbearance for XXXX because the process takes a few weeks and could take over a month. I was told that it never takes more than 8 weeks. 

Come XX/XX/XXXX when my next payment was due the next day. I checked only to see nothing had processed. I called and was apologized to. I was told processing like this can actually be expedited and theyd have it done by the morning. In the meantime, I could stop my auto pay to make sure nothing went through. So, my first customer service person lied to me ; apparently I could expedite my process and get it done well before my next payment, but it was not. 

The next day, I find that the full pre-income driven payment plan amount of {$560.00} was taken out of my account, but it said I still owed the income driven amount, I believe ~ {$340.00}. I ended up calling again to get this cleared up. I was told that the previous person had also lied to me. There was no way to stop the autopay process except for multiple business days before. It took multiple calls to confirm that they would be taking the income-driven amount and refund the remainder, {$220.00}. Initially, they wanted me to go into forbearance again. It was requested that I upload my bank statement showing the money was actually taken out of my account ; a disconcerting thing since I would assume Navient agents could look up payment transactions. 

A few days later, I got documentation asking for a bank statement for my refund. I had to call and explain again that I had already submitted it. Another thing that should have been noted in my case or profile. 

Finally, on XX/XX/XXXX, I received communication dated XX/XX/XXXX from Navient saying my refund had finally been process and I should be receiving my refund in the next 3 to 4 business days. I patiently waited 7 business days before calling today, XX/XX/XXXX. 

I called this morning and was told that the letter was a typo and it should have said 1 to 2 business weeks. The agent clarified my questions that a human writes these letters and must have manually typed both the wrong amount and denomination. Frustrated, I called later on to, unsurprisingly, be told that the previous agent was incorrect. The records show I received payment and Id have to upload my bank statement again to prove I didnt already receive the money. I did so and called back. I was told this time that both previous agents were wrong. The email should say 2 to 3 business weeks.

At this point, I dont think Ive spoken to a single agent that agreed with what the previous one said. I have been waiting for 3 weeks for what should have been a simple refund and do not trust anything their agents tell me anymore. 

I've uploaded all the documents they've sent me plus my bank account information since XX/XX/XXXX. I would show the documents I uploaded, but I noticed that none of the documents, not even the one I uploaded today, show up under the " Documents You Sent To Us '' section of the website.