I have a private loan serviced through Navient with an exorbitant interest fee ( nearly 10 % ). I have been paying the loan on time for over a year. The online portal is telling me that I am eligible for an interest rate deduction of 2 % since I have been making payments on-time ( SMART reward benefit ). It has been over a month since I became eligible for this reward and it still has not been applied to my account. I have emailed Navient and called Navient customer service over 3 times. Each time I am told a different story and that they need to " research '' if I am actually eligible for this reward. If my online account tells me I am eligible I do n't understand the disconnect/run-around of determining my actual eligibility. I would like a clear cut answer as to why these rewards are n't applied as soon as the borrower becomes eligible. It seems to me Navient is benefiting financially by postponing the application of this interest rate deduction at the expense of the borrower. This seems to be inappropriate loan servicing conduct and I would like this to be investigated.