Consumer complaint received 2017-03-27 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: CA

Complaint narrative:
On XX/XX/2017 I agreed to the settlement my private student loan from XXXX XXXX with XXXX and Navient, and received a Settlement Agreement document via email with the settlement plan on XX/XX/2017. The " plan '' as stated on the document was that XXXX would debit my account for {$2500.00} on XX/XX/2017 and the remainder of the settlement amount which included ( 3 ) payments of {$490.00} to be automatically debited from my account on XX/XX/2017, XX/XX/2017 and XX/XX/2017. The payment on XX/XX/2017 was not automatically debited from my account, so I called to ask what happened and was told they could not find my account number, social security number, or reference number as stated on this document. When I called Navient I was told that this loan is now with a different agency ( XXXX ) and this agreement with XXXX is now void and would need to setup payments with the new loan servicer. This is a breach of agreement both on Navient and XXXX. This settlement conversation was made on a recorded line, where these payments were setup to be debited from my account and account settled in full. Navient told me that I did not comply with my settlement amount and that the total amount was all to be paid by XX/XX/2017 - which was not what was sent to me in the Settlement Agreement document. I told them I had a copy of this document which states the payment amount and dates that we agreed to, and can I forward this email to them that was sent to me from XXXX. I was told that I could not email it and I would have to mail it to their mailing address. I have previously sent and received emails from Navient, so I know email is a method they use for communication. After asking to speak to a manager 5 different times, I was told to call a different number ( installation processing department ). By this time, I had explained this situation to 5 different representatives and no one could seem to understand or even care ( despite I had documentation that this is a breach of agreement ). I spoke with the installation processing department and she gave me a direct email address to send the document to, and said to call back in 7 days to see if it was received. In the meantime, I am now getting calls from a different loan servicer everyday ( XXXX XXXX XXXX ) to setup payments on this same loan of which I 've already made a settlement plan with a different company ( XXXX - a which can not seem to find my social security or account number, but debited my bank account for {$2500.00} for the initial payment of the settlement just 3 weeks ago ). This particular loan has gone from Navient, to XXXX, to XXXX, back to XXXX - so I never know where it is until I start getting harassing calls from the " new '' company that now has the loan. I am trying to repay but they are making it impossible and a uneasy experience - I feel like I 'm throwing money in all different directions and nothing is being paid off.

Company response to consumer: Closed with explanation