Consumer complaint received 2015-07-15
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Navient Solutions, LLC. (NJ)

I was a student at XXXX XXXX in XXXX, XXXX My private student loan service provider is Navient. I attempted to get on an income based payment plan to pay back my student loans and went through an income verification process in XXXX of 2015. They enrolled me in the program and took my XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments directly from my bank account. On or about XXXX XXXX, 2015, my co-signers began receiving collection calls from Navient. I contacted Navient to find out why. I was advised that the employee that I originally spoke with was no longer with the company and never finished my enrollment process in the program, and that as a result, my account was considered past due because the amounts that were taken out of my account were not the full amounts that were originally due on my loans. The Navient representative told me that I had to make another payment to bring my account current, even though Navient had just taken a payment from my bank account approximately five days prior to this phone call. They also told me that because the employee never finished my enrollment process, I was " unenrolled '' in the program. I had no way of knowing I had been " unenrolled '' or that my enrollment was never properly completed. Navient never contacted me to advise me of this. I spent approximately an hour on the phone with a Navient representative again going through the process of enrolling in the income based repayment plan. I was advised that the payment I had just made in XX/XX/XXXX would be applied to my XX/XX/XXXX payment and that I would not have to make another payment until XXXX XXXX. On XXXX XXXX, 2015, I started getting phone calls again from Navient. I was advised that they could not apply my XXXX payment to XXXX, and that they wanted me to make another payment immediately, in addition to the XXXX XXXX payments. I called them back on XXXX XXXX, 2015, requesting to speak to a supervisor. I explained that I was informed that my XX/XX/XXXX payment would be applied to XX/XX/XXXX. The representative basically told me that the " processing department '' told them they ca n't do that and that I would have to make another payment immediately. I asked the representative why Navient is n't held accountable for their employees ' representations and the assurances they make to their customers. I have been advised several different things by different employees over the last few months, who continue to make false representations or fail to complete my account paperwork to rectify this situation and yet, Navient is not held accountable. At what point do I, as the customer, have any way of holding Navient accountable for the representations of their employees? This is getting out of hand and is affecting my credit.. I am trying to be responsible for my student loans and am attempting to repay them, but every time I try to negotiate with Navient, they make critical errors or make false representations and then do n't live up to those representations. Who can I contact about this?