Consumer complaint received 2021-09-13 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Navient Solutions, LLC.
State: NJ

Complaint narrative:
On or about XX/XX/XXXX I learned that my federal student loan service by Navient has been on administrative hold due to a pending Borrower Defense application submitted on or about XX/XX/XXXX to the Department of Education, that I shouldn't have been making payments as I was doing. I wasn't notified by Navient that the account has been on an administrative hold, Navient constantly collected payments from me knowing this information. I reached out to a rep at Navient regarding this matter, asked for a refund which I am entitled to. The rep I spoke with at Navient confirmed this, calculated the total of my refund since the my account was placed on hold. She informed that refund will be issued within 7-10 business days. On or about XX/XX/XXXX I called Navient inquiring about the refund in which I didn't see, I was told by the rep that it due to the amount of the refund that the supervisor initially signed off on the approval wasn't authorized, it had to be submitted to an higher authority. I informed the rep that I rather have my refund direct deposit, she asked for my banking information to be direct deposit since I initially setup my payments via military allotment, the rep stated that I needed to provide something from my bank stating that was indeed my account information. My response to her why would I provide someone else banking information to get my refund. I provided the banking information from the bank as asked to do the same day. A few days later I was notified that the information that I provided didn't match what they have. I called Navient to informed them of course it won't match because it was created by me as a Military allotment after hours on the phone with them the rep ensure me that my refund was approved by the correct person that's authorized, it should be in my account within 7-10 days. On or about XX/XX/XXXX I called Navient to inquiry about the refund wasnt in my account, the rep I spoke with transfer me to the military side of Navient, I spoke with a XXXX, I had to explain everything over to her again about I had set up a military allotment, she stated that her counterparts didnt know what that is, since Im the borrower and the remitter Im correct the refund should have been sent back to me. And that the refund should hit my account around XXXX. My refund didnt hit my account as stated I called back to Navient , spoke with the rep XXXX XXXX XXXX had to give her all the information all from the beginning, after numerous holds and coming back to the phone she stated to me that the refund has been approve however it was an issue with my banking information, I stated to her that it won't match since it was a military allotment that was setup. She stated to me that she enters this information to a higher supervisor name XXXX that was working on my case along with XXXX to expedite it up since I was scheduled to get refunded awhile ago. On or about XX/XX/XXXX I called back after getting a notification that Navient sent my refund to XXXX XXXX XXXX XXXX ( XXXX ). I spoke with XXXX the supervisor that's supposedly working my case, he proceed to tell me different information from what his staff XXXX and XXXX told to me, and I told him as a supervisor he need to train his staff better with customer services, providing accurate information. He tells me since my information didn't match that Navient sent partial of my refund to XXXX and to the Treasury, they will issued the refund. Being so frustrated hearing what I just heard after the weeks of the constant runaround and the " thank you for your service '' I hung up. I'm not tired of hearing that " thank you for your service '', get treated like XXXX. After calming down I called back on XX/XX/XXXX, reached XXXX I asked her to provide me with the check numbers and addresses of where my refund went to she was able to provide the information for XXXX but not the Treasury address, I informed her a complaint will be made. I contacted both XXXX and the Treasury, informed that they haven't received a check from Navient, that Navient would issued the refund to me not them. On XX/XX/XXXX I contacted both XXXX and the Treasury once more to see they received anything regarding me and the reps from both agencies stated the same thing I was once told before by other agency. My complaint is Navient took my payments from me knowing that I have an application in and that they weren't required to, withheld informing me of the administrative hold and not to make payments. I would like to have my refund that is due to me.

Company response to consumer: Closed with explanation