Consumer complaint received 2021-08-20
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. (VA)

This all seem to have started XX/XX/21 when I saw this strange phone number of XXXX appear on my phone which I did not answer because I do not answer numbers that I am not familiar however, It kept showing up without leaving messages. On XX/XX/21 I decided to answer the call and a lady on the call ask to speak to XXXX XXXX and I ask her who she was and which we went back and forth for a minute until she stated she was calling from Navient about a delinquent loan in which I to her that was not true because they get paid every month before I even see the money and hung up on her. I went and look at my account online and to my surprise it was showing 3 dates where full payments had not been received. Dates of XX/XX/21, XX/XX/21, and XX/XX/21 were showing that only {$50.00} was applied to the loan which is an incorrect amount because ever month I have a payment amount of {$98.00} sent straight to them from my payroll allotment. They receive this twice a month to equal the {$190.00} that is do by the XXXX of the month. I checked my went only to my employer paystub for those time frames and the money was sent to that allotment as the current on so no payments were missed. After seeing this I call Navient 's customer service number XXXX in which I went over all this with a rep and explained this to her. I explained to her this should not be happing because the company sees the money before I even see it so Navient need to find the money. She explains the I would need to submit proof of my pay stub for them to do the research. I asked her why should I do that because you have the money I call you and told you have and that should start you to looking in which she explained she can only see what I see on my online account as well. I explained to the I will be doing this but I am requesting a detailed letter of what happened to my account and documentation the account has been updated and corrected. With that being said I faxed over the paystub to them all of this on XX/XX/21 along with copy of a print out of my what is showing on my online account. A week goes by and on XX/XX/21 I check my account online to see if they updated anything because that did give them time in which the young lady said it should take about that for me to see and update however it is show that my account is still in the red and delinquent and my loan balance is higher because of fees added. It is on this day that I call them twice in which the second time I end up requesting to speak to a supervisor. It seem that she said her name was XXXX and she stated that the account was being work on and that the money was found but it was applied to another account. I told her that I was told in a call before that money was sent to collecting and it should not be in an collections because Navient has been paid for years this way and I am requesting a detailed explanation sent to and the account updated and the calls to stop because I should not be in collection and I have sent you proof. She stated to me that she would have all of this taken care of and that they do see that my proofs have been received. however I have been receiving calls since then because on XX/XX/21 I received a call 3 times for XXXX and the reason I know it was them because at one point the left me a message on my voicemail. I called the number back and as usual that asked about payment arrangements and I then asked her to look at the notes on my record and she did. I explained to her I am going to once again ask that you stop calling me and that my account to corrected and I be sent a detain letter of everything. so I truly hope being that I have not gotten them to resolve this issue your office can help me.