Consumer complaint received 2017-01-24
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC. (NV)

Several issues have taken place, I will try to bullet point for the most important issues that have occurred : In trying to find out how many months of deferment/forbearance I have left, the number of months remaining on each account differed and did not match with my records. In XX/XX/2016 I spend 20 hours over 5 days to try and get the answer from customer service, no one could answer the simple question " tell me what month/ year your system shows each of my loans was in forbearance ''. I was told several times there was " something wrong with my account '', but no one could tell me what. Finally, I was told paperwork would be sent to me in the mail. I never received this information I requested. I called back, and no record of the mail request was in the system. 
Additionally, I have been paying on time for the life of my loans because I set up my automatic repayment on the Navient platform. I have had several months of " forbearance '' the customer service reps AND collection department reps told me about, but I have bank statements showing that Navient auto-pulled my loan payment for those months. I have now accrued interest, which has been capitalized, FOR NO REASON and NO ONE at Navient that I spoke to 1 ) could help fix it ( they kept bouncing me back and forth between collection department and customer service ), 2 ) would put me on the line with a supervisor or manager, 3 ) tell me who I need to speak with to fix this. I was told " the only option you have is to default and let your loans go to collection department, that way you can create a customized repayment plan ''. I have no problem repaying my loans, but I will not pay anything when the loan servicer can not figure out what disarray they have jumbled my account into, not being able or willing to tell me where my money is going, and how to stop false forbearance. 
Lastly, I have tried to look at my repayments and how the money was distributed. I have been paying over {$800.00} a month for several years and my loans have seemingly gone up? How is that possible? When I confronted a customer service rep with this question the response was " no your loans have gone down, just look online at how each payment is allocated. All of the information you 're asking for is online. '' How is this an acceptable response when I specifically said, " I printed out all of my monthly payments from my online account ''? 

This company is a scam, they are going to end up ruining my life with all of their XXXX and no one cares. Please help me fix this! I want to pay back my loans and be able to live my life without worrying every day if my money is actually going to paying for my education! I went to college, graduated, got a good job, and am being penalized every month for adhering to my end of our contract, when Navient frivolously and erratically charges me for false issues, says I am not paying, making my credit score go down, stealing my hard earned money and still telling me I should let my accounts default as my very next option ... IS THIS A JOKE!? HOW ARE THEY ALLOWED TO OPERATE IN THIS COUNTRY WITHOUT HEAVY GOVERNMENT OBSERVATION AND AUDITING?!? THIS IS ABSOLUTE INSANITY! PLEASE HELP!