Navient Solutions, LLC.

2019-03-01

San Diego, CA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I made an {$8000.00} payment which has been misapplied over the course of the last 10 months and now I've Been Told that the problem can not be corrected and the payment applied as I requested. Now I'm being forced into forbearance and I have a negative score on my credit as a result.
Company Response: Closed with explanation

Timely Response

2019-03-01

Katy, TX

Dealing with your lender or servicer

Student loan: Private student loan

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2019-03-01

Dubberly, LA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2019-03-01

Arco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My loans were in deferment while I am in graduate school. I called Navient on XX/XX/XXXX to request the accumulated interest amount as I like to pay the interest while in deferment. I set up a payment of {$790.00}. for the accumulated interest to be made on XX/XX/XXXX so that I could deduct the interest on my income taxes for XX/XX/XXXX. I also requested to end my deferment and enter repayment in XX/XX/XXXX. Previously, my deferment was until XX/XX/XXXX. I wanted to start paying off my loan early so that it would be paid in full by the time I plan to retire in 10 years. When I reviewed my payment history in XX/XX/XXXX, the XX/XX/XXXX payment credited {$730.00} to principal and and only {$52.00} to interest instead of the full payment going to interest as I was told would be done. I called in late XX/XX/XXXX or early XX/XX/XXXX and was told that the error would be corrected in 2-3 weeks. It was not corrected. I called on XX/XX/XXXX and was told that the interest capitalized on XX/XX/XXXX because I canceled the deferment while Navient is saying the school has me no longer enrolled, which is not correct because I am enrolled in XXXX units. All I am asking is that the XX/XX/XXXX payment of {$790.00}. be credited toward interest. I am now being told that this is not possible when two previous Navient service reps told me it would be done.
Company Response: Closed with monetary relief

Timely Response

2019-03-01

IL

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I have emailed Navient many times throughout the life of my loan which started in 2011. I have paid way too much interest over the life of this loan. I can not restructure my loan, I can not pay down the principal. I'm asking for someone to look at the structure of this loan. I want to pay this loan back FAIRLY. I have already paid {$25000.00} in interest since 2011. I still owe $ XXXX. The original balance was $ XXXX. This does not make sense to me. Please help me understand this loan structure. I'm hoping someone will call me to provide me guidance. thank you, XXXX XXXX XXXX I will upload my loan summary so you can see the details. See page 2 of 3 please.
Company Response: Closed with explanation

Timely Response

2019-03-01

VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: In XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I spoke with Sallie Mae about my loans, indicating that I want to qualify for the PSLF program, and was told that I had the correct type of loan for forgiveness but none of the forms were created yet for the program as you need 10 years to qualify. I was told that being in forbearance wouldn't hurt, as it is a type of repayment plan multiple times then and until XX/XX/XXXX. My loan was transferred to Navient when Sallie Mae was defunct. I called them when I was transferred, and they assured me that utilizing income sensitive repayment options and/or the lowest payment amount, which at times was XXXX $ a month in forbearance, was fine for the PSLF program. In XX/XX/XXXX, after re-applying for income sensitive repayment again, I called again, and indicated that I could afford some payment and did not need a full forbearance, and they told me that I qualified for forbearance, and so that is the best thing for me to do. I asked what would happen if I sent payments anyways, and they said, basically nothing, because the balance and interest was so high that sending XXXX-XXXX $ a month wouldn't do any good, and wouldn't change my plan. At that time I was first told that I was not in a program that would qualify me for the PSLF program, and that in order to qualify for that program, I would have to re-consolidate my loans and have my husband co-sign them. She indicated that she was only telling me this because now she was " legally obligated to do so. '' She indicated that once I reconsolidated I could get into the right program but it would be 10 more years before I qualify, and as it has been 2 decades since my first set of loans, she didn't recommend it as I would be at the 30 year mark anyways. I have worked for public agencies with lower pay than public agencies, in public service, since XX/XX/XXXX. I have no idea how many " qualifying payments '' were made, as often the forbearance was the only option given to me. I suspect that I made roughly 6 years of payments in plans that don't qualify me for the program, and my debt is now over 200,000 $ and my interest rate remains over 6 %. I have been unable to get any clear information about what plans do qualify for the program, and any information from Navient. I don't understand why my husband would have to co-sign my student loans in order for me to qualify for a program that I should already qualify for due to my years of public service. There is no where to turn for answers as Navient is not doing their job.
Company Response: Closed with explanation

Timely Response

2019-03-01

PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: My loans went from XXXX XXXX to Sallie Mae to Navient. I work in a XXXX, and have been working there for 7 years. When I submitted paperwork for loan forgiveness after 10 years, I was told I was unable to do that with my loans. These were federal loans to begin with, so how can that be?
Company Response: Closed with explanation

Timely Response

2019-03-01

Lynn, MA

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: XXXX XXXX XXXX perpetuated fraud when they lied about the cost of their education and loan plans to me when I was XXXX years old. Now Navient, the loan service company refuses to dismiss the loan even though the loan has been paid multiple times over if fees and interest was accounted for. I would like the CFPB to investigate for profit colleges having children signing loan contracts prior to their XXXX birthday. This is what happened to me, I lacked the capacity to take on the loan agreement and the lies that XXXX XXXX spun made it impossible even had I been of age to sign this terrible loan agreement.
Company Response: Closed with explanation

Timely Response

2019-03-01

Tuckasegee, NC

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I have tried multiple times to discuss with Navient to lower my payment reqirements. They refuse. They constantly report me to the credit bureau and have two charged off items on my report. I am attempting to get another loan to pay my student loans off and no bank will speak with me. my credit score is now XXXX. I have been paying on the loan for 10 years and the balance has never decreased.
Company Response: Closed with explanation

Timely Response

2019-03-01

Phoenix, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I made a payoff to my Direct loan XX/XX/XXXX on XX/XX/XXXX for {$9300.00}. On XX/XX/XXXX I log in and see that it was processed but instead of being allocated like I directed, it was applied across several loans. It also showed a second payment was processing for the same amount, allocated to the correct loan. I called the company to figure out why they were processing it twice and why the first payment was allocated wrong. I spent 40 minutes on hold, only to be told it could be fixed and the payment could be re-allocated. The rep put me on hold subsequently hung up on me. When a I refreshed my online account, the second payment was no longer showing processing ( it was gone ) but the first payment was not fixed. I received no follow up and my account is still not fixed. This is the second time Navient has screwed up how to apply my payment.
Company Response: Closed with explanation

Timely Response

2019-03-01

Itasca, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Keep getting calls about your loan
Complaint: The first calls come at XXXX XXXX CST, and continue about a dozen times per day. I have XXXX part-time jobs and call when I have a few minutes in between jobs to call and set up an Income-Driven Repayment Plan, but am on hold waiting for a person for about an hour. Then when I'm at work again, the calls continue. And they continue from various phone numbers showing them from various locations around the country, predominantly coming from XXXX, Indiana.
Company Response: Closed with explanation

Timely Response

2019-03-01

Manton, MI

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: I have made on time payments since XX/XX/XXXX to pay off my loan. Original balance of {$8500.00}. Current Balance of {$17000.00}. Payoff amount at the end of my payment period in XX/XX/XXXX approx {$55000.00}. How is it possible for me to owe that much when I have made on time payments monthly for this long? I have called and written letters to Navient and they are not willing to settle for anything less than the pay off amount. They recommend I continue to make on time payments which in the long run will amount to approximately {$55000.00}. I would like to settle on an amount less than what is owed and pay it off in one payment. Please help me. Navient claims they do not settle. They said they could offer me a {$200.00} discount now to pay off in full.
Company Response: Closed with explanation

Timely Response

2019-02-28

VA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I have numerous complaints about my loan servicing company, Navient, and was only allowed to select one issue on the previous page. I can enumerate all of the issues below : Initially, I have always been a public servant when repaying my student loans, and have always attempted to be qualified for the public service loan forgiveness program. 1. I was given completely incorrect information regarding payment plans, payment amounts, and was not provided the right information regarding the lowest payment possible. For the first several years ( XXXX ) I was not making the lowest payment possible. I found out many years later that I could have qualified for payments under {$100.00} a month, but was paying 2 or 3 times that amount at any point. 2. I took out a mortgage on my home to pay down my balances. I made it VERY clear that I wanted the payment to go towards the principal balance. Yet, Navient ( around XX/XX/XXXX ) repeatedly applied the balance to future payments. For nearly 3 months I repeatedly called Navient to have them apply the balance to the principal. I am still unsure if they charged me interest on the larger principal balance during that time. 3. I was told in XXXX or XXXX of XXXX and again in XX/XX/XXXX that I did not have to certify my student loans for PSLF until I had made 120 payments, and that Navient was keeping track of those payments. However, I recently found that many of my coworkers certify their employment on an annual basis, and that their loans are held by XXXX XXXX XXXX. I attempted, once a month, for the last 18 months ( XX/XX/XXXX to present day ) to get information from Navient regarding any PSLF certification paperwork. They REPEATEDLY told me they would send me information via email or mail, and I would never receive this paperwork. Finally, I went online and did a search on my own. I have attempted to get documentation regarding my numerous phone calls and was told they do not email others. Further, I was told that they do not keep any log of calls made by borrowers.
Company Response: Closed with explanation

Timely Response

2019-02-28

Succasunna, NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have been trying to pay off in full my 6 loans, one by one. They are applying it to the incorrect loan, when I call they tell me they will fix it. Its never fixed, I ask for things in writing before the call is completed. I never get anything in writing. This is negatively affecting my credit score, which is affecting my home buying process. I have perfect credit other than my student loans because Navient has played games with me for years now.
Company Response: Closed with explanation

Timely Response

2019-02-28

PA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I graduated with a XXXX XXXX in XXXX in 2012. I just recently ( the past 3 years ) got a full-time position. I have been paying my loan for several years using the Income Driven Repayment Plan. I pay on time every month. Just recently, I noticed things were not getting any better, and I decided to check my loan balance. I wrote it down at the beginning of XXXX. It was XXXX, XXXX. I paid again on XX/XX/XXXX, and my balance was up to XXXX, XXXX, XXXX. I haven't missed a payment, I pay on time, but I am not making any headway. I decided to call to find out what was going on. The first women told me in 25 years my loan would be forgiven. I will be XXXX. She did not offer any help, so I called back. The second rep offered me the graduated repayment plan, if I paid a {$5.00} exit fee, and put my loan into forebearance. I asked about the interest during that time, and she said XXXX would accrue. I then asked if there was a different option, and why is it that I would have to pay {$5.00} to exit, plus the interest. She then told me I could straight up pay XXXX to exit the plan. I do not have an extra {$2000.00}. I ended up paying the XXXX, and told her I would pay the XXXX during the forebearance. I had also just paid toward my monthly payment, and she told me that XXXX would go toward the interest during forebearance. She also stated that my loan would be paid in 10 years because the payments go up a little every 2 years. I was feeling better. This morning, I checked my email. I had 4 emails regarding my NEW plan, which is actually the SAME one I am currently on. Not the graduated plan I had spoken to the rep about. I called again this morning while at work. The women told me she would email the information about the graduated plan in 2-4 hours. It is XXXX. I called this morning at XXXX. She asked me if I wanted them to also send correspondence via postal mail. I said yes. I wanted all the confirmation in writing that they could provide. I also just sent them an email on their website : Good evening, I had contacted a representative yesterday regarding a different payment plan. I paid {$5.00} to exit my Income Driven repayment plan, put it into forebearance until XXXX, and then begin a Graduated Repayment Plan at {$600.00}. I received 4 emails stating the terms of my Income Based plan. This is not correct. I DO NOT have this plan any longer. I exited out for XXXX and switched plans. The rep told me my new payment was going to be {$600.00} and some change, that I could pay the interest while my loan is in forebearance, and my NEW payment would start the XXXX of XXXX. EVERY email correspondence that I have received does NOT reflect the changes. I phoned this morning and the rep offered to email me the NEW terms for the graduated plan, and that I would receive them within 2- 4 hours. I did not. I also asked her to mail them. This is poor business practice, and it does not " help '' your borrowers at all. The recording that is repeated while on hold states that Navient is there to help borrowers get out of debt. This has not been my experience. As a matter of fact, I am MORE in debt due to the plan I was offered prior to my queries yesterday. I split my payment, and always pay BEFORE it is due. This has not reduced my interest at all. I expect someone to respond with the CORRECT information about the graduated plan I was offered. I am displeased at the dishonest business practices used by this company. I am trying to get out of debt.
Company Response: Closed with explanation

Timely Response

2019-02-28

San Gabriel, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I was forced to sign more loans with out any information about why I had to sign. Was told in would not graduate if I did not sign and I was not able to go back to class.
Company Response: Closed with explanation

Timely Response

2019-02-28

Albuquerque, NM

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2019-02-28

Shoals, GA

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: I have spoken to Navient customer service several times regarding my loans fees and it's current status. In early XXXX 's we were " tricked '' ( Salliemae at the time ) into forbearance to have " extra '' money for the holidays or because we were late on a payment. In XXXX we missed a payment and I have now noticed that we have been charged 30 {$20.00} late payments and unless I pay {$1900.00} I will continue these late fees even though we are on auto debit. We often receive letters and calls where they threaten us legal action if I don't pay this ever changing amount due ( we are on autopay so It's difficult to pay extra ) My biggest concern is that when I speak with them they have no interest in assisting our situation. To be transparent I am looking for a reasonable forgiveness due to the following loan details : First loan payment- XX/XX/XXXX Original Principle- XXXX Current Principle- XXXX Total balance- XXXX Total paid to date- XXXX Expected pay off- XXXX ( XXXX payments at {$340.00} ) Interest rate 8.5 % I have tried to come to an understanding with them regarding our position and most of the time the person from customer service does not understand me, is very hard to understand, and only reads from a list of responses.
Company Response: Closed with monetary relief

Timely Response

2019-02-28

Glen Allen, VA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Company Response: Closed with monetary relief

Timely Response

2019-02-28

Orange, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2019-02-28

Beyersville, TX

Attempts to collect debt not owed

Debt collection: Medical debt

Debt was paid
Complaint: A year ago XXXX XXXX XXXX in XXXX TX tried to collect a debt they said I owed for an ambulance trip XXXX, of course Medicare had already taken care of it. XXXX finally sent me a letter that said XXXX had not contacted them anymore and they had restored my credit rating. This will be hard to believe!! They just sent me another dun in the same amount for the same XXXX trip that was a year ago. This time they even contacted me on the phone. I look them up on the internet and it seems they do this. They just sent me another letter today after I contacted them on the internet and told them I was reporting them.
Company Response: Closed with explanation

Timely Response

2019-02-28

Chicago, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: For the past 6-9 month I have made my Navient Payments in full according to my online portal in the amount of {$180.00}. I add a note every month to spread my payment across all loans in full. Every month my account shows that I am behind {$100.00}. Every month I call Navient to fix the issue and I get the same response. " We ( Navient ) didn't apply your payment across all of your loans ( even though I added a note to do so ), that's why its showing a pass due amount. Navient then sends a request to another one of their departments to spread my payments evenly. I go through this every month for 6-8 months. This month my online portal is the same {$180.00}. I make the payment and again I am behind {$100.00}. I call and I am told my new loan amount is {$290.00} and I am behind {$100.00}, again. I was not yet told that my amount has been raised to the new number of {$290.00}. My online portal still says {$180.00}. I haven't gotten a clear answer on why my current pass due of {$100.00} with the new payment of {$290.00} is equal to the previous pass due of {$100.00} when my monthly payments were {$180.00}. There are two issues here. 1. Every Month I make a payment in full Navient doesn't spread my loan equally even after I am told for now on they will spread my loan out equally. And even though I attach a note to each check to spread my loan out equally. If I were to send my check in and not check my account this would have drastically hurt my credit score. This is an obvious practice that they will continue to do. I have been told they will fix it by multiple Navient representatives who I will list below. 2. I made my usual payment and once again pass due. But this time its because my payment was increased and I was not notified. The increase was not posted on my Navient online portal. Why is the current pass due amount with a new payment equal to previous pass due amounts that I have been making of a different payment? Why is Naveint continuingly trying to get an extra {$100.00}? I have spoken with : 1.Someone with the E Code XXXX XXXX. XXXX XXXX on XXXX 3. XXXX XXXX on XXXX XXXX. XXXX XXXX on XXXX XXXX. XXXX XXXX on XXXX 6. XXXX XXXX on XXXX XXXX. Many more prior to XXXX Attachments explained : Monthly payments should be the same each month. If you look at my attached copies of payments via the Navient portal, you can see timely payments from me and repeated adjustments to fix the issue from Navient, AFTER I called about the issue. The most recent previous months Navient still had to make adjustments but they didn't show in the portal this time, they covered their mistakes up.
Company Response: Closed with explanation

Timely Response

2019-02-28

Baltimore, MD

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2019-02-28

Rochdale, NY

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: i would like to join the complaint against Navient. I have been paying one of their plans and the amount of my loan has not decreased. they are now calling me offering payment options.
Company Response: Closed with explanation

Timely Response

2019-02-28

MI

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I called to discuss lowering my payments to an amount I could afford. Was told to fill out numerous forms online or create an account on Navient to do so. I stated I can't afford the amounts they keep suggesting.
Company Response: Closed with explanation

Timely Response