Consumer complaint received 2017-10-19 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC.
State: MT

Complaint narrative:
Back in XXXX of XXXX I contacted Navient about enrolling in a deferment payment plan for my private XXXX XXXX. I explained to them that I had medical issues and was having a hard time repaying my student loans. They told me that if I made a payment of {$56.00} that it would move my loan into deferment until XXXX. I made the payment online using my bank account information on XXXX XXXX, XXXX. The payment was received. I started getting calls from Navient that my account was not put into deferment as my payment came in a day late. I entered into another arrangement to pay {$50.00} to come out of my checking account over the phone on XXXX XXXX, XXXX. I looked online in my Navient account, and it showed the {$50.00} payment was received. By XXXX XXXX, XXXX, the {$50.00} had not come out yet. So I contacted Navient to see why the payment had not come out yet. They stated they called me on XXXX XXXX, XXXX, as there was an error with my payment. My bank is closed on XXXX so I waited until Monday, XXXX XXXX, XXXX, to call my bank and see if there was an issue with my payment coming out. My bank stated they did not see any transaction from Navient and suggested I call them. I called Navient to which they told me they sent my loan to default as the payment had to be received by the end of the business day of Saturday, XXXX XXXX. XXXX. I told them that my bank is closed on XXXX so there was nothing I could do in regards to checking on why the payment did not go through. I asked her, XXXX XXXX, what error was received. She stated that the payment got rejected with a frozen/blocked error. I called my bank again, XXXX, and asked how this could have happened. They stated that no charge tried to come out of my account and that they would see some sort of transaction record if it had and the only way that a frozen/blocked error would have been received is if my account was frozen or if I blocked the payment, to which neither was done. I called XXXX XXXX back at Navient to try and make the payment again and she would not take it. XXXX XXXX also made an inappropriate comment about why I took so long to make a payment or try to arrange a payment plan. I told her that I had a false XXXX XXXX this past year while I was pregnant and then had a baby and tried to get my loan into deferment back in XXXX but was a day late on the payment so I tried again and now there is an error that I do n't know how it happened. XXXX stated that if I could send her my bank account statement for XXXX to show that the money was in the account they would think about reversing it out of default. I obtained XXXX XXXX 's email address and sent my bank statement in. XXXX XXXX then called back on XXXX XXXX, XXXX, stating that my request had been denied because the reason why my payment was declined as frozen/blocked is because I use a prepaid debit card. I explained to her that just because it was a prepaid card, I still have an active checking account, that I have made a payment to Navient before in XXXX XXXX using my checking account and routing number from my account, and that I pay other bills using my routing number and checking account number and this has never happened. That the fact that it is a prepaid account does not invalidate the checking account information. I then asked XXXX to look up the transaction history to see what numbers were actually entered for the payment by Navient. XXXX XXXX then stated that she could not see the transaction history but could only listen to the recorded audio conversation and obtain the account information I relayed on the phone. I asked XXXX how it could be that Navient could not tell me what account they tried to use for the payment and how they could not have any transaction history. She would not answer. My student loan is now in default and I am 100 % certain it is in default due to XXXX own incompetence and them trying to cover up their mistake. I have experienced nothing but rude comments and no willingness to help correct an error on XXXX end. I believe I was treated unfairly due to my past due payments and Navient not wanting to help. I am still trying to figure out how to access the transaction history to see what exactly happened.

Company response to consumer: Closed with explanation