Consumer complaint received 2020-05-30 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: NC

Complaint narrative:
I would like to file another complaint regarding XXXX XXXX/Navients response to complaints filed by me and my daughter. I am referencing complaint # XXXX. 
Ms. XXXX basically does a great job of gaslighting our concerns. Our complaints were regarding ongoing misapplication of payments sent in ; her response speaks to too much payment on one loan group paid by my husband and myself and too little paid to the other loan group by my daughter. She is throwing up a smokescreen here to avoid taking responsibility, yet again. 
The loan group that my husband and I pay is comprised of three loans, ending in the numbers XXXX, XXXX and XXXX. My daughter pays on the other three loans, ending in numbers XXXX, XXXX and XXXX. Per Ms. XXXX response, my husband and I are overpaying but we pay exactly what Navient directed us to pay, {$490.00} per month. My daughter apparently is underpaying, sending {$350.00} per month. Again, this is the amount Navient had directed her to pay. We have paid these amounts for years. I suspect the amount my husband and I pay is too much now, because interest rates have fallen, and this has impacted the amount due. However, it is baffling why my daughters amount due would increase, as the interest rates have fallen in the same exact way for the loans she pays. As far as I know, interest rates are down for all Americans, in all loan types. My daughter has not ever been notified of an increase in her monthly due amount. These accounts were allegedly reviewed last in XXXX, when we last filed formal complaints against Navient, yet this discrepancy was not pointed out by Navient at that time. 
To further keep the smoke going here, Ms. XXXX never addresses the meat of the complaint. The specific accounts that had payments misapplied happen to be the three loans my husband and I pay on. These are overpaid, so there is absolutely no effect from the alleged underpayment by my daughter, nor does it in any way allow for straightforward misapplication of the funds sent to Navient. In other words, they got their money, why didnt it go where it was supposed to? Not only did they get their money, per Ms. XXXX own report, we sent them more than they needed. This is not logical, just nonsensical, and just gaslighting. I suspect this is corporate gobbledygook, where she just throws lots of words out there, and hopes that no one sees what she is doing here. 
Ms. XXXX continues to offer us the opportunity to use Navients Auto Pay system, never wanting to admit that the staff at Navient have previously taken more money from my daughters account than they were supposed to. I suppose she thinks we forgot about that theft, but we have not. We, meaning both my husband and I and my daughter, send payments automatically from our own banks. The payments consistently arrive on time, for the amounts that Navient has directed us in the past to send to them. 
Ms. XXXX fails to address the ongoing need for her to go into these accounts every month to fix the monthly misapplication of payments. She carefully constructs her response to avoid the topic of misapplication of monies and to avoid the topic of how this happens every month. 
Ms. XXXX also fails to address the problem that historically occurs when she is away from work for a few days, and there is no one to watch/fix the payment application, leading to late fees that then need to be reversed. She put lots of words down, talking about payment due dates, etc. but never addressed the meat of the complaint. 
I feel very very strongly that this needs to be followed up on. I can not continue to deal with this level of incompetence and deceit. I can not continue to have to rely on your agency to get Navient to address their problem. Keep in mind that this has gone on for ten years, and has never been fixed. Ten. Here we are just now learning that somewhere along the line, my daughters payment amount changed and she was not notified. Here we go again, and in the meantime, Ms. XXXX chooses to ignore the issue leading to the complaint. The issue was Navients misapplication of funds to three accounts paid by myself and my husband with more money than required. Strangely, in reviewing statements, I discovered that a number of months ago, it appears I underpaid. I have never been notified of a change in payment. 
We need a full audit of this account. I asked for this in XXXX, directly to Ms. XXXX, and got no response regarding this. This absolutely must happen, as according to the statements online, we are going to be hitting just principal after this coming months payments, and I can only foresee having problems with this. There is some kind of nefarious behavior happening here, and without an audit, perhaps a forensic audit, this can not be found out. 
I want six separate account numbers, one for each loan. This will remove XXXX ability to mismanage funds or perhaps steal them from us. This will be especially true if we are indeed hitting principal, as they will not be able to tinker with interest payments as a way to divert our payments. If it sounds like I am suggesting that they are stealing from us, believe it, I am. There is something very suspicious going on here. 
I want verification from Navient regarding what I am seeing on the online statement, regarding what is left for interest and principal for each of these loans. I do not and can not trust what is posted online, and perhaps can not trust what Ms. XXXX says either but more documentation is better than less. 
I want a plan in place for her coverage when she is away from work, so someone is responsible for watching these accounts. I want the name and title of that person, as well as their employee ID number. 
Since filing my first XX/XX/2020 complaint, I have downloaded statements and have an email from Ms. XXXX, detailing what I am saying here and showing her admission that the misapplication of funds happened in the loans that my husband and I pay, with more than the required amount of money. Because this remains unresolved, in any way and not at all in accordance to my above wishes, I am filing another complaint with your agency in order to address the lack of a response despite all the pretty words she uses, and continue to pursue an end to this. I look forward to hearing from you. 
Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation