Consumer complaint received 2018-09-16 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: NY

Complaint narrative:
In XX/XX/XXXX, I called to reapply for the " rate reduction program ''. I was approved. My new payment amount began in XX/XX/XXXX and was allocated properly between interest and principle. In XX/XX/XXXX the same was true on the date of the payment ( XX/XX/XXXX ), but on XX/XX/XXXX an adjustment was made of {$440.00} to principal and - {$440.00} to interest. Then on XX/XX/XXXX there were XXXX additional adjustments made. One was {$0.00} to principal and - {$650.00} to interest. Another for - {$290.00} to principal and {$290.00} to interest. The third was - {$94.00} to principle and {$93.00} to interest. None of these numbers add or up or make any sense. My agreed upon monthly payment is withdrawn from my checking account by Navient each month, so there is no reason for any adjustments. 

I have been on the " rate reduction program '' for more than five years now ( first with Sallie Mae, then with Navient when they took over ). Every single year I have had this exact issue. Every single year, I spend hours upon hours on the phone with Navient during the work day ( I am an hourly associate, so this reduces my income ) only to be given one random explanation after another. Each year it takes multiple phone calls, over multiple months to resolve the issue and the " reason '' for the adjustments changes with each phone call. In the end, I am left with no way to cross check or confirm that the amount put toward my principle balance and interest is accurate because there have been so many adjustments made. Usually the issue is only resolved after I make a complaint to the CFPB and the XXXX. By the time the issue is finally resolved, it's usually almost time to reapply for the next year ( and this is now exacerbated by Navient changing their terms to 6 month increments ). 

My latest statement ( dated XX/XX/XXXX ), shows the total amount due on XX/XX/XXXX to be {$1400.00}. This is a combination of all eight of my " signature student loans '' and my one " smart option student loan '' with Navient. The monthly payment I was approved for and agreed upon in XX/XX/XXXX was {$1000.00}. While my statements tell me {$1400.00} is what I'm expected to pay on XX/XX/XXXX, when I login on to the website, it tells me the {$1000.00} amount. 

Also, on XX/XX/XXXX, I received a " rate reduction notification '' for each of my Navient loans through the inbox on the Navient website. Again, I called to reapply for the " rate reduction program '' in XX/XX/XXXX and was approved at that time. The rate reduction notifications I received in XX/XX/XXXX do not state time frames for which I am enrolled. ( This wouldn't be something I'd question except for the fact that I'm receiving these notifications two months after I've already started the program ). 

I tried calling Navient today ( Saturday ) to get an explanation for these issues, but their hours of operations are now restricted to only Monday through Friday XXXX XXXX  to XXXX XXXX. I am on my way to work by XXXX XXXX and do not get home from work until about XXXX XXXX. Navient does not offer a method to communicate with them via message or chat through their website, so this leaves me unable to resolve my issues with them.

Company response to consumer: Closed with explanation