Consumer complaint received 2021-02-12 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Navient Solutions, LLC.
State: CT

Complaint narrative:
Hi, I do not believe Navient has handled a specific loan/payments correctly. I have asked for clarification, but none seem to answer my specific information. I have asked numerous times to talk to a representative directly in addition to receiving paper mail, but have not received a follow up. 

I was in the rate reduction program, and before it ended I refinanced a loan in XX/XX/XXXX. It was my understanding that the rate reduction program was ending in XX/XX/XXXX. I have documents to support that. Around the time that I entered into the rate reduction program, I also had a covid forbearance applied to my account ( which added confusion to dates ). 

XX/XX/XXXX, a large amount ( {$35000.00} ) was sent to Navient. It turns out it did not cover the full pay off amount. I owed {$140.00}. That's fine, because I assumed {$490.00} that was scheduled to come out through the rate production program would cover it in for XXXX 's payment ( XXXX XXXX ). Instead, of taking out XXXX, {$800.00} was taken out. I tried to call Navient, when I saw an email the day before it came out, but the offices were closed due to the Christmas holiday. I called Navient the following morning, they stated that through the recorded phone calls I did agree to the large payment, but my account was weird because it actually wasn't ending until the next month ( something about the covid forbearance ). That phone call prompted Navient to send me an email that the rate production was ending but that I would be refunded for XXXX. ( That was the difference between XXXX and XXXX. ) However, I noticed that although I had one more month in the rate reduction program, my original interests were high again. That shouldn't have happened until XXXX. I called a customer service rep, she agreed with me, and this would be adjusted. I've asked for documentation to show that. But no documents they provided me ever show that I received the low interest rate for the month of XXXX. 

Also, the {$300.00} payment was refunded on XX/XX/XXXX. On XX/XX/XXXX, I received a statement from Navient, that may balance was {$0.00}. I have that statement to show for. There was a balance showing, and I called a few times trying to confirm that there wasn't an additional balance. I was advised that I should probably wait because there were things being done in the background on my account. 

On XX/XX/XXXX I received a refund for this specific loan for {$18.00} and another refund on XX/XX/XXXX for {$210.00}. I'm assuming that's fine too, and something must have been overpaid with the XXXX check. 

On XX/XX/XXXX I have screenshot showing that Navient states I only have 2 loans. 

Fast forward to late early XX/XX/XXXX, the loan that I thought was gone reappears. I never received any statement, calls, anything. I call Navient trying to figure out how was that possible. How did I receive 2 refund checks if I actually owed a balance? My account and information was forwarded to a research department. I never heard back on where this amount came from and why I received refund if it actually wasn't paid I full. 

I paid the remaining {$140.00} on XX/XX/XXXX because I was not hearing a response from Navient and did not want interest to accrue. 

It is not acceptable to send a statement with a {$0.00} balance, remove a loan, and then add it back with no acknowledgement that this happened.

Company response to consumer: Closed with explanation