Consumer complaint received 2017-04-13 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: NJ

Complaint narrative:
To Whom It May Concern : When we took out the student loans, we dealt with XXXX. We had no issues ; all accounts were paid and up to date. We never experienced any issues. When the loans we taken over by Navient, all of a sudden, we were getting accounts that were being paid and being misapplied to other accounts. When we contacted Navient, we attempted to set up direct withdrawals on a monthly basis, with all our accounts. It seemed to have worked for a month or two, then after that period of time, we realized, that they were no longer withdrawing the set amount agreed upon. We contacted them yet again, and were told that, that program was no longer in effect. We agreed upon a set amount of money, and that was perfectly fine, until the time ran out. I contacted them to set up that amount of money again, and they refused. They told us, the only way to bring the accounts current was to put them in forbearance, which of course, accumulated more interest and more fees. 
I took that amount of money and divided it up amongst the XXXX accounts evenly, and now they have totally destroyed our credit. 

So then we started all over again. We again spoke to a Navient representative, to set up a direct withdrawal program, which again worked for a few months and the same thing happened ( the program was no longer in effect ). As our frustration mounted, we again realized, that any payments we made were again being misapplied to different accounts. We have received several bills with different account numbers, and different loan numbers. When we called Navient, the total amount of time wasted, constantly repeating our situation, it got more and more confusing and exasperating. We contacted Navient by phone several times, when we found someone that sounded sympathetic, that was willing to work with us, we could never reach the same person twice. On numerous occasions, we asked to speak to a supervisor in which case we were treated like garbage. They told us, we would have to give them a financial statement to see if we qualified for a different program. When they asked for a financial statement, we realized, they were trying to tell us, how much we could afford as opposed to the reality of our situation. We have tried to make payments online, but every month we get notices that we owe a completely different amount than what we paid. 

We are at the breaking point now, that dealing with Navient, has been a infuriating experience to say the least. We have tried to pay what we can every month, but we feel like there no end in sight and there is nothing we have been able to do, to get the situation under control. We get constant phone calls that begin at XXXX on Saturday and continue all day everyday, 7days a week. We do not know where or what to do at this point, that 's the reason we are writing this letter to see if we can get some relief for our situation so we can pay off these loans. As we are caught in this vicious circle, the interest on our loans keeps accumulating. We have tried to apply for other debt servicing companies to get away from Navient, but they have sufficiently ruined our credit to the point where we can not get approved anywhere. Please help!!!

Company response to consumer: Closed with explanation