Consumer complaint received 2015-08-31 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: PA

Complaint narrative:
I have XXXX loans with Navient beginning in 2010 when I started college. I made it so {$25.00} came out of my account twice a month throughout my entire college career to get a jumpstart on my loans when I graduated. Three months ago, {$300.00} was taken out of my account on one of my payment dates. I 'm going to be honest with you, I never got around to looking into it and that was my fault. However, the following payment that had come out was {$420.00} and that was not something I was ready or able to afford. 
I spent countless hours on the phone trying to reduce my payments. As I had stated numerous times, I wanted to pay, I just could not afford the {$720.00} that they were asking of me but because my cosigners could afford the difference, they refused to help me. Since my cosigners do not pay any of my bills, I had to turn off my automatic debit and mercilessly plead with one of the representatives to lower my payments. After days of phone calls, someone was finally able to help me and lowered my payments by {$200.00}. They stated that I absolutely had to pay the {$550.00} fee for 3 months on time and in full otherwise I would be kicked back to my old payments. 
I stalked my accounts making sure that everything went through okay when it was time to make my payment and everything went smoothly. Since I had already paid {$420.00} that month they only took out {$120.00} from my account on XXXX XXXX. 
However, one week later I went on to my account to find that there was a message for me saying that I missed a payment. I immediately called and the woman said that it was just the computer not realizing that my payment had changed and she put in a request to fix it. By Sunday the message that I had missed a payment went away but it was back to my original payments that I could not afford. 
I called today and talked to about XXXX different people. XXXX woman said that my payments were going to continue saying that I was missing payments because Navient sends a report to collections on the XXXX of every month and since XXXX of my old payments was on the XXXX ( It is now on the XXXX ), I would be " missing payments '' every month. I asked to change my date of payment to the XXXX and the next man said he could do that, but it would n't go through until XXXX. I asked why I would continue to rack up these " missed payments '' ( that I WAS N'T missing ) and why they could n't just change on my account that I was now asked to pay {$550.00} each month. He was not very helpful, although apologetic, and said that it was not possible. 
I asked to speak to a supervisor who explained to me that because I am in the probationary period for my new plan that it would continue to say that I 'm not paying the correct amount until my three months were up. He was extremely rude in asking why it mattered if I had late payments and when I was asking if this month 's payments would also say I did n't pay online, he stated, " Well it 's the last day of the month so I 'm assuming you were asking about next month with that question. " I just can not wrap my head around the fact that I am a customer who is willing to pay on time, every month but Navient is making it impossible to do so. I have tried time and time again to get on my feet with these loans but it is like Navient has purposely put these ridiculous rules in place. 
All I am asking is to get my account to reflect what I AM paying and what Navient agreed I could pay because I have no idea why they would continue to state that I am missing payments when over the last 5 years I have not missed XXXX. Why would there be a different payment online then what Navient expects me to pay? Are they trying to add late fees and bad credit to my name for no reason?

Company response to consumer: Closed with monetary relief