Consumer complaint received 2017-06-07 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: PA

Complaint narrative:
I have 5 Loans with Navient. 3 of these Loans are under a rate reduction plan. When I applied for the second year of my rate reduction plan for these three loans I was asked to agree to terms 12 times, one for each month. I agreed to a debit payment once for each month for an amount of XXXX $ to be disbursed to the 3 loans under the rate reduction program. These payments being made on time are a stipulation for reapplying for the program in the following year, so keeping these loans current is vital for my financial well being. Last month on XX/XX/XXXXNavient received a payment of XXXX $ from my father 's account to be disbursed across the remaining 2 loans. Then on XX/XX/XXXX Navient received my scheduled payment of XXXX . The problem is that Navient disbursed the XXXX $ and the XXXX $ payments across the remaining 2 loans that are not on the rate reduction program before disbursing payment to my rate reduced loans for which the automatic debit was dedicated. I called Navient about this issue two days ago onXX/XX/XXXXand complained and was told that another department found the error and the past due status would be removed from my account. I was told to wait 24 hours for the changes to appear online. I logged on today XX/XX/XXXX to find that my automated payment of XXXX $ has yet again been disbursed to the two loans that are not under the rate reduction program. This leaves a total amount of XXXX $ owed for this month on the 3 rate reduced loans. I have no issue with paying this amount, I would eventually have to pay this anyway. The issue is I have an automatic debit set so that the rate reduced loans are never paid late. I avoid being late on any payment but at all costs my rate reduced loans are paid on time for obvious reasons. Two months in a row now Navient as disbursed my payments away from the loans they were agreed to go to. These two months have been the only occasions in almost a year in a half where my automatic payment did n't go only to my rate reduced loans. This leaves me with only two explanations in mind : Something in Navient 's system has failed to keep my records accurate in order to keep my payments going to the right place, or Navient has chosen to disburse my payment incorrectly in an attempt to cause me to default on my rate reduction program so they can force me to pay the full payment of these loans despite my cosigner being dead. I called Navient again today and told them that the problem has happened for a second time and the person on the phone spoke with the person I dealt with 2 days ago. They claimed they could n't see how the money had been disbursed because it was n't past due. My customer log in supplied more information than their payment center. This is baffling to me. I was told to wait 24 hours for them to have more information and to call back. This strikes me as just another attempt at capitalizing on my possible inaction.

Company response to consumer: Closed with explanation