Consumer complaint received 2018-06-20 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: PA

Complaint narrative:
The issue I have with my student loan processor, Navient, is that they black listed my bank account and I am unable to enroll in auto-pay or make payments from my new checking account. I have repeatedly called Navient customer service to resolve this issue with the sole result of being completely ignored and without any followup. I have gone so far as to have my bank fax a form confirming the routing number, account number, my name and my Navient account number to Navient with no successful resolution. 

Here 's the details : In early XX/XX/XXXX, between XX/XX/XXXX and XX/XX/XXXX, I moved my personal checking account to a new bank ( XXXX XXXX XXXX ). Shortly thereafter logged into Navient to set up Auto-pay with the new bank account info. 

The following month I received an email from Navient stating may payment was passed due. I called customer service, and was able to make a payment over the phone from my XXXX account to bring the account current, and then try to set up auto-pay again. So after that call I went in to add my XXXX account again for auto-pay. 

A month later I received another payment past-due notice. Again I called customer service to try and resolve this issue. This time the company representative tried set up the auto-pay on her end and was unable to. She received an error stating that " the company received a returned transaction '' from my that combination of routing number and account number, and it was not accepting it anymore. However, The CSR was able to verify that there was an existing transaction on record ( from my previous month 's payment ) from that same bank account. She said she was going to put in a request to investigate the issue and have the company follow up. I never got a response from them or a follow up call. 

At this point the past due statements notices start coming in. I have made 4 additional call in the following 3 months trying to get this resolved. Each time the representative said I had to provide a statement from the bank to validate my bank account, even though they had a valid transaction in their system. 2 weeks ago I asked to speak with a supervisor, who told me she was going to follow up with me within 2 days. Never heard back from her. 

On XX/XX/XXXX, I took off early from work to go my bank and had them fax a form that showed my full name, Routing number, Account number and Navient account number ( for reference ). On XX/XX/XXXX ( today ) I called Navient to follow up on the fax, hoping this would finally resolve the issue. I was told by the CSR ( XXXX ) that although they received the fax, it wasn't a proper letter stating that my account was valid. They would accept a form. When I asked to speak to a manager or superviser, I was left to stay on hold for 30 minutes and then told one was not currently available and the best they could do was have someone call me back later.

Company response to consumer: Closed with explanation