Consumer complaint received 2017-08-16 00:00:00
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.
State: FL

Complaint narrative:
I have consolidated some of my " XXXX XXXX XXXX student loans '' as of XXXX XXXX 2017.
I make my payments as per the contractual schedule ( CONSTANT PAYMENTS OVER 30 YEARS ), using automatic payment, despite all the problems that they cause along the way ( ie deactivating my automatic payments without notice ) Navient charges the integrality of my payments to interests, nothing to principal. This increases my interest rate by more than 30 %, is not in agreement with my contract, and the BALANCE REMAINS SAME SINCE FOUR MONTHS DESPITE THE PAYMENTS.
The detail of the allocation of payments, fully available online, confirms that Navient fraudulently ( on purpose ) applies all and any of my payments to interests and fees, breaching the loan contract and misappropriating the portion of the funds that should be applied to the reimbursement of the loan to the XXXX XXXX XXXX.
I have contacted the customer service more than ten times, spoke with the customer advocate and wrote to her several times, and addressed a complaint to the audit committee of the board of directors of Navient. The customer service answered to me that they had reviewed my account and refused to escalate my complaint ; the Audit Committee, in charge with internal controls compliance, did not answer.
The customer advocate told me that she had sooo hard time understanding why I was complaining about how Navient handled my payments, after all, " all they did was collecting the monthly payments almost for the amount agreed ''.
The next day, I found that the CFPB had started in 2017 a lawsuit against Navient for exactly that. How unexpected was my complaint for misappropriation of my payments?! ...
I am writing to you because the trail of my case shows that Navient is in the business of breaching the contracts by modifying the systems, telling to customers that all is fine, and refusing to correct the very obvious fraud when it is reported. I am trapped with Navient. If I reimburse my student loan, they will apply my payment in full to interests, as usual.
The abuse is so systematic and the absence of internal control so total, that it s not possible to believe that this is " just a material weakness in internal controls over fiduciary duties ''. Let 's note that if it was " just lack of controls '', per XXXX it is enough to send the top management of Navient to prison.
Navient appears to be in the organized business of taking down as many US graduates as they can, while also depleting the ability of the XXXX XXXX XXXX to extend loans to new US students. An anti American purpose.
My suggestion to the victims : let 's charge them with our own " assessed fees '' and subsequent " late fees '' if they do n't pay us our own assessed fees. We need to make the idea of stealing from student loans way more expensive than the efforts to service the loan with the highest standards of customer service.

Company response to consumer: Closed with explanation