Consumer complaint received 2020-05-06
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Navient Solutions, LLC. (MI)

This complaint pertains to Navient and their processing of my student loan payments. I had previously submitted a complaint ID # XXXX. Following the submission of my complaint, I received a response from Navient indicating that they were extremely sorry for the issues with my account, and that they were going to be changing my bills so that I only received 1 statement per month instead of the 2 that I was receiving. They also assured me that they had corrected all the misapplied payments and removed any late fees and penalty charges. Navient did advise that this would not go into effect until the XX/XX/2020 statement. 

I am now in receipt of the XX/XX/2020 statements - emphasis on the plural - and they reflect that I have an outstanding balance, outstanding late fees and I've been receiving harassing phone calls from Navient agents telling me that my account is past due and that it is adversely impacting my credit score. I've attempted to get them to review their records prior to calling me, or even after they've called and begun harassing me, but they refuse and insist that I am mistaken and that my account is past due. 

Navient 's blatant disregard to rectify this situation is believed to be intentional and directly targeted at trying to obtain more fees and charges and drag the payment of my loan period on so that they can reap the benefits by way of ever incurring interest on the accounts. 

I am given 2 separate statements each month and I make the payments in full and prior to the due date. I have several loans in each " packet ''. I do not control how the payments are apportioned, Navient does. Each and every month since they've been handling my loans ( in excess of 1 year ), they misappropriate the payments ; overpaying some loans and underpaying other loans in each packet. I have attempted to resolve this situation directly with Navient with no success. 

Navient 's lackadaisical response to my complaints demonstrate an intentional disregard for providing proper customer service and likely illegal activity. Navient 's disregard of the CFPB process, and their flippant response to my complaint, which was a complete and total lie is absolutely appalling and needs to be corrected. If Navient refuses to correct the situation, there will be no choice but to pursue legal action. 

Navient 's ongoing harassing phone calls and refusal to correct this situation is evidence of their intentional attempts to inflict emotional distress upon me and cause further financial harm. The behavior that they have displayed is not only despicable but should be punished. I am certain that I am not alone in these complaints against Navient. Surely the numerous legal defeats they have suffered does not deter them from continuing to abuse and punish their customers. 

I am giving the CFPB process one more chance in hopes that there is someone advocating for the consumers here. If this process fails, I will be left with no other choice than to protect my interests by more aggressive means.