Navient Solutions, LLC.

2019-02-05

New Market, AL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2019-02-05

Rockwell, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I received a letter from XXXX XXXX XXXX XXXX. they say that Navient hired them XX/XX/2018 to collect on two defaulted loans. Navient says they did not send two loans into default. XXXX told me that they were hired through Navient to collect and this is done through the back side of Navient. XXXX XXXX also told me that XXXX XXXX is now owned by XXXX XXXX XXXX XXXX and are hired by Navient. I asked them where can I look at my account and see payments as when I log into XXXX XXXX nothing is there no payment history or anything. Only that XXXX XXXX has the loans but XXXX XXXX say they have them. Who has the loans and are multiple people collecting on them? : XXXX at XXXX XXXX told me there is no payment history because my social security is being garnished and I am not willfully making the payment that no money is going toward the principal. It goes to late fees and interest She also threaten to garnish my part time job, my taxes and my social security if I dont set up payments. Isn't that a threat or extortion? She also said no money is going to the principal that they and Navient are keeping to funds toward their fees, late fees and interest. This has been going on for 3 years now and 8 collection agencies have had this loan and its more now than it was and I have no proof of payments being made. Can someone please tell me what is going on? I think I have 3 companies trying to collect from me and I keep getting threats and letters.
Company Response: Closed with explanation

Timely Response

2019-02-05

San Gabriel, CA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I Have called numerous of time to get my student loans lowered and to get my co-signer removed. Navient customer service representatives told my mother and my self that if I make consistent payments for one year that they would remove her off my account. Secondly I have also tried to qualify for hardship or get my private student loans lowered and they have not offered any alternatives. My payments continue to go up because I did not realize I signed up for a variable interest rate program. Both my interest rate continue to rise one is at 11.750 % interest rate and my second one is at 10.50 %. I have the money debited out of my account every month to qualify for the .25 % saving but my principal account balance has not gone down. With my XXXX XXXX now coming up for payment I can no longer afford these ridiculous high payments. and on one of my loans show that it has been sold and it looks like they have added more interest onto the principle on XX/XX/2018 of {$150.00} with a principle of {$22.00} which totaled {$22000.00}. I feel like i have been misled on trying to remove my co-signer and the interest rates keep going up therefore moving the needle on me every time I get closer to making the payments on the principle. PLEASE HELP!
Company Response: Closed with explanation

Timely Response

2019-02-05

Santa Paula, CA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I took this private student loan back in XX/XX/2009, and have been repaying it since the loan started as a {$5000.00} student loan. After ten years of making payments, my principal balance is still {$3200.00}. I called the lender to negociate a lower rate but they refused. I was not clearly explained at the beginning while I was still in school that the minimum payments I was doing did not covered anything or almost anything on the principal. With all the payments I have done so far, I have paid well above the principal.
Company Response: Closed with explanation

Timely Response

2019-02-05

Atl, GA

Communication tactics

Debt collection: Federal student loan debt

Frequent or repeated calls
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-05

Norfolk, VA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2019-02-05

Primm Springs, TN

Struggling to repay your loan

Student loan: Private student loan

Can't temporarily delay making payments
Company Response: Closed with explanation

Timely Response

2019-02-05

Phoenix, AZ

Struggling to repay your loan

Student loan: Federal student loan servicing

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

Timely Response

2019-02-05

Point Arena Air Force Statio, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2019-02-05

Houston, TX

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2019-02-05

MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Trying to get the {$5000.00} XXXX forgiveness towards my student loans which will effectively eliminate my loan. I have filled out all required paperwork twice and they keep rejecting it for no reason given. I keep being told to resubmit. Plus they never tell me when it is reject ed. This has cost me substantial money for a XXXX. There is already several class actions against XXXX XXXX for many reasons regarding these kinds of practices.
Company Response: Closed with explanation

Timely Response

2019-02-05

Sandwich, MA

Struggling to repay your loan

Student loan: Federal student loan servicing

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

Timely Response

2019-02-05

Spring Hill, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Keep getting calls about your loan
Complaint: Navient ( formerly Sallie Mae ) has been contacting my family members and friends regarding my account and I have no idea how they obtained their personal information. I believe this to be a violation of personal information, not only for me, but especially for those who are now being contacted on behalf of Navient. When I applied for/obtained the student loans while attending University, I only included my own personal information and never referenced any of these individuals at any point. Thus far, two family members and my boyfriend have reported that they received calls from a Navient representative today ( XX/XX/2019 ) requesting to speak about my account. The incoming number that displayed on their phones was : XXXX and the callback number they were provided was : XXXX ( along with a reference number ). If need be, I can share screenshots of the messages I received from them notifying me of the " odd calls. '' At this time, I am refraining from sharing them because their personal names/details are viewable and I do not want to risk further exposure for any of them. I have never shared personal details associated with either of these family members nor have I ever shared any personal details related to my friend. Of the two family members that were contacted, only one shares the same last name as myself which has led to further confusion regarding how Navient obtained their personal information. Additionally, both live in a US state that is not associated with my previous residence/University and we only keep in contact through social media/email ; not even I had their personal numbers. I thought it might be possible that Navient is obtaining their information via my XXXX social media account ( although I have it set to " Private '' at the highest level ), however, it would not explain how they obtained my boyfriend 's information since he does not have any online social media accounts and he intentionally avoids sharing personal information ( especially contact details ) online. Based on the information that has been relayed to me by these three, Navient contacted the first family member ( same last name as myself ) and then contacted the other ( different last name ) approximately 30 seconds later. It is not clear to me yet as to when they called my boyfriend ( he notified me via text message that they contacted him while he was at work ), nor is it clear as to who else they may have tried calling to discuss my account. Again, I am extremely concerned as to how Navient obtained personal details of individuals whose information has not been shared with them before. I called Navient via the provided callback number during business hours, however, I was unable to successfully get them to address this. When I made contact with a customer service representative and began discussing the occurrence, they informed me that they were transferring me to a different department, and then the call disconnected. I tried calling them three different times only to experience the same disconnect.
Company Response: Closed with explanation

Timely Response

2019-02-05

South Florida, FL

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I had to select what I did in the describe selection although it is not the problem. Need to reference Complaint XXXX which I just happen to have had to reset my password and check back and found out it was closed with a response from the Company Sallie Mae.. They have tried to hide the fact that I was not disclose in anyway when they Scared me into printing out and signing a consolidation loan. They did not disclose that there was Verbiage in that Consolidation. that would later actually few month later that I would blocked my loan being paid off by Third Party Financial Institutions that where now allowed to Buy out Federal Student loans being Serviced by Sallie Mae. All my calls where recorded and Sallie mae heard from me alot throughout my loan cycle also the Ombudsman Group open a case on my behalf and there are recording with them too. Case XXXX the response that I have just finished reading is dodging the main problem? which was that they Deceived me when they pressured me to sign a consolidation Loan or go into Default Lets go the the Audio that they have and are required to acount for as they are a collection agency and practice that law which Im sure glad that they did. but will they ver release those conversations as well and all the emails I had wrote them as well as all the faxes that went there way before the Internet and email was even Known. Like I have mentioned here the Ombudsman Group have been fairly Informed of my Complaint and I have also reached out to the CFPB working on -- -- -- -- -- -- >>> Case XXXX Document 1 Filed XX/XX/XXXX Page 1 of 66 Respectfully submitted, XXXX XXXX Enforcement Director XXXX XXXX Deputy Enforcement Director XXXX XXXX Assistant Deputy Enforcement Director _/s/ XXXX XXXX_________ XXXX XXXX, CA XXXX ( Email : XXXX ) ( Phone : XXXX ) XXXX XXXX, DC XXXX ( Email : XXXX ) ( Phone : XXXX ) Enforcement Attorneys Attorneys for Plaintiff Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX Washington , DC XXXX Fax : ( XXXX ) XXXX Waiting to hear back from this Department so that they can assit me tell my story and show how these people steered me into there Servicing Jail with no way to get out of later when the laws where changed that permitted 3rd Party Lenders to buy out our loand if we where un happy with our servicers which in my case I was in the process of doing after I had to heard to many excuses from Sallie mae with them Losing my faxed document for Forbarnces Late fee, Penalties and a slew of other things that had raised my concerns there practices this was before they consolidated my loan all the while not disclosing of what they where really trying to accomplish. Looking back this whole time it is my Thoughts that these folks knew about the impending bad reputation they had and the fact that alot of us after researching who these people where and what they where doing to all of us that there was many like myself who knew that Sallie Mae had been taking us to the cleaners with all sort of fees and Interest and just about anything that they could. I Urge that someone from the CFPB contact me as I will make it real clear what was done to me. and as I told Sallie Mae/ Navient Years ago when I found out about this Deceit and Deliberate actions anything that has taken place on my loan after this consolidation is Null an Void Period I did not sign that Consolidation with all the facts an actually was more as a Rush or your going to be going into default that's what they pushed over me Default got me to sign it saying that by combining my 2 small loans it would be easier to handle. My interest rates would go down and I would avoid defaulting. Never was there any mention that there was a clause that would come to do stop me from paying off my loan in full with the options that opened up for in in the near future. I look forward to seeing the day that I get this imprisonment be over and that given justice to this Deliberate and Un just practice with my Student loan. I accept what I owe the XXXX up until this consolidation loan was perpetrated against me. as of that date anything that has occured is Null and Void. I ask the CFPB to keep this New Complaint and its association with # XXXX I look forward to getting help with Court orders for retrieving all information that I an the Ombudsman Group have asked for, But now I need a Court Order even though I have them on my own recorded line Both Sallie Mae and Ombudsman group and everyone agreed that if I submitted a letter to the address I was provided asking for all those Audio recordings from XXXX - XXXX Emails and Faxed letters and Forbarnaces which also had handwriting from me.. way before Emails was even a thought about. They agreed on our Phone conversation and made it clear what I wanted and what was going to be asked again in the letter they wanted me to write them asking for it .. after no Response several month later I reached back out to Ombudsman group and we called again after I Told my case worker about how I called them and they where no telling me I would need a court order to get any of the Correspondence, Faxes, Emails, and Audios. Please reopen my Complaint and if you need to tie this information with the XXXX so be it .. or better yet lets hope I can speak to someone who is working on XXXX XXXX XXXX Thank you
Company Response: Closed with explanation

Timely Response

2019-02-05

East Rockaway, NY

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: Hello, I received " Payment Fees '' at the start of my repayment date. This amounted to a flat 3 % charge on the current principal of the overall loan. To be clear, this is not a late payment, this is just a fee for me to start paying them. For example, I had a load of {$16000.00} during school. By the time repayment came around, with interest the principal amount was {$22000.00}. I was charged 3 % on the {$22000.00} for a total of {$670.00}. That is just one of four loans where I received this " Payment Fee ''. The total cost of this was {$2700.00}! Is this fee legal? Is it legal for them to charge it on the {$22000.00} and not {$16000.00}? Thanks, XXXX
Company Response: Closed with explanation

Timely Response

2019-02-05

OR

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I called in many different times over the past several years letting the associates at Navient know that I was having trouble with making my payments. Each time, I was put in a forbearance or differed program. Each program I was put in racked up interest each month without any payment credits. I was never given the option of applying for an income based repayment plan and possibly having a zero payment but at least get credit for payments those months. I would have been several years in now of the IBR plan by now.
Company Response: Closed with explanation

Timely Response

2019-02-05

Federal Way, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Keep getting calls about your loan
Complaint: Called on XX/XX/XXXX and times before to defer my student loan. They said I have two loans - one through the Dept of Education and one through Navient. The paperwork that they send is so convoluted and doesn't make sense. But, my interest keeps accruing, they keep calling my cell 5-6 times a day, and I don't have the money to pay them, not to mention the fact that they make it so difficult to figure out what I'm paying for - and to whom! Why aren't they straight-forward with the costs and which loan is for what. To be honest, I don't think the original loan amounts are accurate and I would like to see copies of those documents ( with my signature ) to verify the accuracy of those loan amounts. Will they still have copies from the XX/XX/XXXX?
Company Response: Closed with explanation

Timely Response

2019-02-05

Saint Paul, MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I just received a statement from XXXX XXXX and it shows Navient Solutions disbursed 2 loans in the same months, one for XXXX and one for XXXX. These are disbursements were never paid and if they were it was fraudulent. I did not receive excess funds, nor have I ever went to a college that charged that much for tuition period. I was taking, at the most 3 to 4, 3 credit classes at about est. {$200.00} a credit. At the most it should have XXXX $ a term, never did i apply for full year loans. I do not owe this money and the loan companies are doing nothing. I do have legitimate loans and have been making payment, only to see my balance increasing every month. I understand that is my responsibility, but the 2 amounts placed on my account by Navient are fraudulent and theft. Either intentional on their part or a form of predatory lending, as I was never notified of this cost/disbursement. I would like proof to which university was paid, for what they were paying. I am either owed additional course work for free or these to 2 amounts removed or updated to reflect the ACCURATE amount. If you look at ALL the past loans i have receive you will see the major discrepancy.
Company Response: Closed with explanation

Timely Response

2019-02-05

Berthoud, CO

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: XX/XX/2019- I called in directly, in order to make an early payment with the company. This was after I was unable to navigate their website for the same purpose. the website gives the illusion that you have control over when and how and where you can direct payments, however once you choose an option, the only solution offered is to make an extra payment. The first customer service rep I spoke with didn't entirely understand my request and kept suggesting that I cancel my auto pay arrangement in order to make an early payment. After 10-15 minutes of asking questions and going back and forth with the rep on how that would work, I pointed out to her that the greater terms of my loan would be completely changed if I canceled the auto-pay arrangement. She continued to suggest that that was the only option I could use to satisfy my request. I then initiated a conversation with an alternate representative by asking if there was someone else that I could speak with because I felt that my point / request wasn't clear. The rep said there was someone else I could speak with and that she would arrange it. I was on hold for over 30 minutes, all the while listening to their auto prompt state that there was only a one minute wait time. The second rep that I spoke with gave me the same advice. I again pointed out to this option would affect the greater terms of my loan if I canceled the auto pay arrangement and he proceeded to tell me that that wasn't true. He was either poorly informed or lying about the situation, because I know for a fact that my interest rate will go up if I cancel the auto pay arrangement. This is yet another example of how this company poorly manages loans that were sold to them without permission from its consumers. It seems small, however, there isn't an early payment penalty in the terms. So I fail to understand why I can not find this service online or receive their knowledgeable assistance via phone.
Company Response: Closed with explanation

Timely Response

2019-02-05

Philatelic Center, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I've been paying student loans to Navient regularly for years. In XXXX I moved some money to a new savings account and updated my Auto Pay to the new account. Never in this process was I given any indication there were any issues. Today ( XX/XX/XXXX ) I noticed I had more funds than expected in that Savings account so I checked Navient and saw I was 'delinquent ' on the XXXX payment. When I went to the Auto Pay tab, there was no indication of what might have happened. My Savings account was still listed ( along with my the previous account which would have been able to accept the payment had they a 'backup account ' system, as many online payment systems have these days ). I called Navient and, after they read out my personal information ( address, name, phone number ) in a way that is in clear violation of security best practices, they told me that they tried to charge the new account, but my bank refused the charge. Turns out that I had used the account number system for the Savings account ( I used the Checking account structure vs. the Savings account one, which I didn't realize was a thing ). Navient 's response to the refused charge was to drop me from Auto Pay and send me an email with the subject " New document ready to view! ". Inside the email there is a big box saying : " Tax season is almost here. Starting XX/XX/XXXX, you can access your Form XXXX by visiting the new Navient.com ''. I assumed this was a tax email and ignored it. Now, I'm sure they aren't breaking any laws here, but the way the site is set up, and the way they deal with denied payments seems to be designed to make people fail. Why don't they verify that your account information is correct before letting you select them as the Auto Pay destination? Why don't they allow users to set backup accounts in case the primary fails? Why don't they title their VERY important e-mails with a more descriptive subject that communicates the urgency? Why don't they label or highlight the denied account in the Auto Pay section, rather than still list it as being selected for Auto Pay? There were so many ways for them to prevent my loans from going delinquent. Navient wants borrowers to fail. The Federal Government must partner with an institution that has a public mission, not a for profit company with a duty to it's shareholders to maximize profit at the expense of student borrowers.
Company Response: Closed with explanation

Timely Response

2019-02-05

False statements or representation

Debt collection: Federal student loan debt

Impersonated attorney, law enforcement, or government official
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-04

Charlotte, NC

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: I have 2 accounts from Navient showing on my XXXX credit report. I had a loan with Sallie Mae which they sold to Navient. These are personal student loans not federal which is why they are not consolidated with my other student loans. I had filed chapter XXXX bankruptcy in XX/XX/XXXX and discharged in XX/XX/XXXX. These loans were included in the bankruptcy but still show on my credit report. The Sallie Mae loans are gone but the Navient loan still show and it's hurting me getting a mortgage.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-04

Alafaya, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-02-04

San Jacinto, CA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: The issue I am having is that there are late payments showing on all 3 credit reports which are holding back my credit score. I had received retro forbearance that covered the late payments AND paid the fees to do so. I have a statement showing those fees being paid. After numerous requests to correct those issues, correct the spelling of my name, or to just remove the account. I have received no resolution to my problems. The response comes back as verified accurate even though they will not provide me with any proof from the investigation. I have filled disputes online with all 3 bureaus. The account is paid in full and closed yet I can't get any help with corrections. The student loan is with Navient who are impossible to deal with and I have had the worst experience dealing with them.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-04

Boise, ID

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I obtained a loan from XXXX to move my loans from Navient to XXXX as I have had horrible customer service with Navient and they have been very shady. I calculated the interest on 10 days ( the amount of time it would take XXXX to pay off the loan ) and gave that value to XXXX. I have a screenshot showing where XXXX paid all of my loans in full. Navient is saying that the third loan which was for {$5000.00} in 2014 is unpaid and is trying to solicit payments from me. They are trying to get {$10000.00} for a {$5000.00} loan. This is fraud.
Company Response: Closed with explanation

Timely Response