Navient Solutions, LLC.

2018-11-28

VT

Dealing with your lender or servicer

Student loan: Private student loan

Need information about your loan balance or loan terms
Complaint: Graduated in XXXX, company was originally called XXXX, now called navient helped me set up a payment plan that worked for me. I wasn't making a lot of money so I was paying on the lower end of most plans. I received a booklet to help me make my payments but I was never informed on my balance. Around XXXX I contacted the company to see if I was close to paying off my loan, come to find out I owed more than I did when I graduated! I of course felt like it was my fault, but now I realize they were taking advantage of my inexperience. I feel like this is something they should have notified me about. Its now XXXX and I have just under XXXX left, this has been such a weight on my career.
Company Response: Closed with explanation

Timely Response

2018-11-28

TX

Struggling to repay your loan

Student loan: Private student loan

Can't temporarily delay making payments
Complaint: I contacted Navient last week about putting a temporary hold on my student loan. They got back to me today to tell me that my only option was to call in. I called them today ( XX/XX/27 ). They told me in order to get forbearance I had to make a good faith payment of XXXX dollars in order to apply for the forbearance. I told them that I did not have the money for the payment or the " good faith payment ''. They told me it was their policy and the most they could do was extend the good faith payment by 15 days. I am XXXX and have been for 4 months ; I can't make that payment or guarantee that I will have a check by then to make their deadline. This policy is not outlined anywhere on their website and when I asked for documentation they said they would have to draft something to send it to me. They provided no previous notification of this fee. The documentation has to be mailed to me so it should arrive in 7-10 days.
Company Response: Closed with explanation

Timely Response

2018-11-28

TX

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: I owe over {$200000.00} and the fees keep changing, customer service is extremely rude, and don't offer me much options to pay back for my loan. I took half-time courses during this past summer and Navient decided to continue with my continuation of loans when I took half-time courses just recently. When they were informed at first when I took half-time courses, I was told my loan repayment would be in effect till XX/XX/2019. All of a sudden, they decided to stop the grace period recently ( just last week ) when in fact I looked and researched that there is supposed to be a sixth month grace period when there was only three, which is unfair and unethical on their part. I know federal law requires that I have a six month period but what navient is doing is completely wrong and just not business professional like.
Company Response: Closed with explanation

Timely Response

2018-11-28

Ridley Park, PA

Communication tactics

Debt collection: Federal student loan debt

Frequent or repeated calls
Complaint: Im supposed to be granted a 6-month grace period, a window in which they persist to call and harass me. My family and I quiver by the answering machine as they mercilessly continue to shake me down. I would have never expected the effects of my student loan experience to carry over to my family, or cause us this much emotional distress over the holidays.
Company Response: Closed with explanation

Timely Response

2018-11-28

NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have had countless problems with my loan company. To begin with, I was never contacted by the company after my grace period had ended. Around 6 months later, they finally contacted my father. At this point, my loans were completely delinquent. This slip up RUINED my credit score. I couldn't do anything. I couldn't buy a car on my own. This had dropped my, previously acceptable, credit score into the 400s and I was told they couldn't do anything about it. As if that wasn't enough, several years they did it to me again! I apparently had another secret 9,000 - 10,000 dollar loan that I didn't know I had. So now, on top of my already monumental student debt, I have ANOTHER loan that I'm not entirely sure where it came from. Again, they sent all this information to my father without ever even contacting me. I can not stand this company. My struggles have been ridiculous.
Company Response: Closed with explanation

Timely Response

2018-11-28

Mc Leansville, NC

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: The same issue I filed the complaint previously is still occurring. Navient continues to remove me from the plan I have requested since XXXX of 2018 which was to make biweekly payments in the amount of XXXX until XXXX of 2018. Navient states that on XX/XX/2018, you declined a Term and Rate Modification Program ( TRMP ) which would have lowered your interest rate to 3.00 percent. You decided to remain on interest only payments and bi-weekly payments were taken at that time for {$160.00} through XX/XX/2018. This is not true, yes, I declined the rate modification because I am trying to take care of this loan and start paying the principal down. Why would I request to stay on interest only payments and make XXXX biweekly to those payments when the interest payments are XXXX per month. That doesnt make any sense. Since XXXX, Navient has put me in a forbearance that was not requested, which took me out of the principal and interest payments and removed my payments that were scheduled. Then after I requested to be removed from the courtesy forbearance Navient then placed me in the interest only plan AGAIN!!!! Its like they want me to continue to pay interest and not touch the principal. Navient continues to enroll me in programs that I have not requested. Clearly the call on XX/XX/2018 stated exactly my intentions. I have since called back several times indicating what I want to do with this loan and that is make principal and interest payments. I contacted someone on XXXX XXXX, to enroll in principal and interest payments and set up biweekly payments. I want this documented, so my account is not touched and I am not removed from this payment plan. The principal of this loan is now back to where it started when I called in XX/XX/2018. If I was left on my plan when I initially called back in XXXX, this LOAN WOULD HAVE BEEN LOWERED. I can not get anyone to contact me back, but they always say someone left me a message. They are the most ridiculous loan servicing company ever. There should be consequences for the actions of Navient.
Company Response: Closed with explanation

Timely Response

2018-11-28

Anaheim, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: In 2011 I was diagnosed with XXXX ( XXXX XXXX XXXX XXXX ) When I contacted the lender regarding any relief for my loans, they put my loans on foreberance and continued to charge interest on my loan. I was never offered an income based payment of 0 so that I would not accrue as much interest. I was always offerred the option where Navient would make money in interest. In addition, they told me that I had to be deemed XXXX XXXX due to the XXXX in order for them to assist me with other options. These actions on behalf of the lender have led my interest and fees to create a much larger loan amount. What can you do to assist. I can provide documents that prove my XXXX diagnosis and at the time I was living at the poverty level threshold. Please contact me if necessary ( XXXX ) XXXX XXXX Regards XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-11-28

Dupont, IN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I called last week to see if I could lower my payment. I work for a non-profit, will be eligible for PSLF in a couple of years and am paying monthly payments for my oldest in college. I was told when my student loans transferred to Navient, I would be put in the plan with the lowest monthly payment, since I qualify for IDR. The rep immediately told me, I was in the best IDR for me and my only option was forbearance. I informed her per StudentLoans.gov, I was eligible for several payment plans with lower monthly payments. She immediately told me I was eligible for said plan and I could lower my payment by {$200.00} a month. She then told me how to request this change. I submitted the paperwork on the same day. Today, I get communication I will be moved into a standard repayment plan and that my IDR Recertification can not be processed as it is too early. So I call, again, and am told I have to pay the {$5.00} processing fee to have my IDR plan changed. I asked the rep if I missed something in the online process to pay this fee. No, I have to call into do it even though I agreed to the fee online. It is evident Navient is not working in the best interest of borrowers like me. I have struggled to pay my student loans for years and am committed to doing so, but I do not have a partner in my loan provider who will support my success. These are shameful and predatory business practices. Navient should correct my last 5+ years of payments to the lowest amount I should have paid in the IDR and apply the difference to my principal. Or advance my payments so I am eligible for PSLF sooner.
Company Response: Closed with explanation

Timely Response

2018-11-28

Main Office, VA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I have never needed a cosigner for any purchase or credit cards. I borrowed thru Sallie Mae to supplement my Federal loans ; scholarships and grants. I did not need a cosigner to obtain these loans. During school, my interest rate was reasonable ( approx 5 % ). During school I maintained a high/excellent credit score, paying all bills on time and in full without help and without a cosigner. When I graduated in XX/XX/XXXX, Sallie Mae immediately increased my interest rate from +/-5 % to 11 % ( eleven percent ). This increased my expected monthly payment to XXXX. I was working full time as an XXXX, making about XXXX and I could not afford the payment. I immediately called in to ask for help with the payment and to avoid negative credit impact. I called I'm and spoke to a front line customer service agent who offered one ( 1 ) option. The option was that I add a cosigner to my account. The agent offered no escalation and did not indicate that I had ANY option outside of adding a cosigner to my account. I trusted the advice because I had no reason to believe that the agent was giving me poor advice. I had no reason to believe that I should escalate the call to a manager or higher level, better trained employee to ensure that the advice was good. That said, I added my Mom to my private student loan account. Note that, my Federal loans worked with me so I did not have to make ANY adjustments to my Federal loans. After I added my cosigner, to this private loan, my interest rate dropped but only to 8 %. This did make payments more reasonable. I did use some forebearance but I began paying my monthly payment and I maintained a strong, on time payment history. I was unemployed in XX/XX/XXXX for a few months and I used all of my forebearance during this period of unemployment. At the time, my cosigner was also unemployed and I was able to FORCE my way into a reduced interest rates an that helped me to obtain a very low payment for a long period of time. Yo get access to the reduced interest rate program, I had to email random Sallie Mae employees begging for help. I found email addresses of Sallie Mae marketing employees and I begged them to help me. These employees guided me to the Office of the Customer Advocate. The call center employees did not offer ANY information to me about this program. I had to desperately search for Sallie Mae staff bto get this information. After I retrurned to work full-time in XX/XX/XXXX, I was able to pay and my interest rate slowly stepped up to 5 %. I was able to pay on time even at the 5 % rate. Because of my on time payment history, I had the option to remove my cosigner, however I was afraid to because I did not want my interest rate to explode and make my payment amount double or triple. I have asked for a guarantee that my interest rate would remain stable and employees at Navient ( Sallie Mae ) will not confirm that my interest rate will be affordable. I am currently unemployed ( since XX/XX/XXXX ) and my cosigner is unemployed but collecting Social Security. I called Navient ( Sallie Mae ) to see if my monthly payment of XXXX could be temporarily reduced or modified so I am able to make payments while I search for work and while I have no income. Because I have a cosigner, Navient ( Sallie Mae ) is refusing to make any changes to or modifications to my balance due. My cosigner is collecting Social Security and while on paper this appears to be accessible, fluid income, it is not at all an option. I am financially independent and my cosigner was added to my account ONLY to bring my interest rate under control. I added my cosigner BECAUSE Sallie Mae ( Navient ) told me to add a cosigner and this was presented to me as my only option ( as stated above, upon graduation ). My concern is that there are tons of other barriers in this same situation. I am concerned that other borrowers obtained " advice '' from poorly trained front line customer service staff who do not understand ( or care to understand ) the ramifications of their financial advice. I am concerned that other Borrowers are unable to speak to professional management staff who should be trained to give good, objective advice to borrowers who experience predatory interest rates upon graduation. I am concerned that other borrowers need help like me, and like me have to FORCE their way past the front line customer service agent to get in touch with a responsible employee who has better information or access to additional information that can provide a solution to a loan related problem. I am not at all hopeful that submitting a complaint will provide ANY releif for my situation, but I do believe that the fact that there are NO consequences for dipensing poor advice to Borrowed is absolutely perpetuating and facilitating the flagrantly negligent conduct that I have witnessed from front line customer service agents. The front line agent typically does not have to care and is not required to give ALL available options to the borrower. The bare minimum is provided. The bare minimum is absolutely WHY I am in a contract with a cosigner. I did NOT get objective good financial advice from tthis group.
Company Response: Closed with explanation

Timely Response

2018-11-28

San Mateo, CA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: Salliemae/Navient has ripped me off for over 10 years. They tried helping me by doing multiple forbearances to catc hup the payments I was behind on, but now I simplky cant afford it. I took out a $ XXXX loan in XXXX, now the balance is {$11000.00} and its XX/XX/XXXX. I understand there is a lawsuit against Navient for steering students and borrowers to do forbearances only to make the financial situation worse. I am struggling to make ends meet and want to try to find a way to either have this forgiven, or lower the monthly payment while actually bringing the loan down. Please help.
Company Response: Closed with explanation

Timely Response

2018-11-28

Las Vegas, NV

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: I have been a Navient customer since XXXX with my student loans. I have always been on the Income-based Repayment Plan as I was working internships after college. In XXXX of XXXX I applied for my new Income-based Repayment Plan and foolishly " assumed '' the payment would be {$0.00} as it has been since my graduation in XXXX of XXXX. From XXXX when I applied to current time, I have received NOTHING from Navient about payments, delinquent payments, last chance for payment or anything! However this past XX/XX/XXXX, I received an update from XXXX XXXX that I had two months of missed payments on my ten accounts! The total of these student loans is {$41000.00}. My credit report now shows 90 and 120 days late on my payments for the months of XXXX and XX/XX/XXXX. So far I have called Navient repeatedly and sent hand written letters three times to the Credit Bureau which " only accepts hand written mail. '' I am up to date on payments and set up automatic payments immediately upon receiving notification from XXXX XXXX. Navient had the incorrect phone number that I didn't even recognize and incorrect email however they had the correct physical address! During the time of XXXX to XXXX I received physical mail about pre-approval for new loans through Navient and consolidation options but nothing about the status of my current loans. I updated my info and in their records I am in good standing. However I am on dispute number two with XXXX to have the delinquent payments removed from my credit report as it was not my fault they were not paid. I never got a chance to pay my bills because they never contacted me. XXXX is happy to remove the delinquent payment request as it was not my fault however they are waiting for Navient to contact them and I have tried to contact Navient but feel I am stuck exactly where Navient wants me. This has severely affected my life as I can not get approved for loans, credit cards, apartments, gas/electric or even internet because my credit score is around. Before this incident I had never been late on a payment, paid off my credit card multiple times and was on top of my student loans however now I have to rely on my girlfriend to get approved for things. Please help me!
Company Response: Closed with explanation

Timely Response

2018-11-28

Wichita, KS

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-11-28

Santa Rosa, CA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-11-28

Fort Worth, TX

Communication tactics

Debt collection: Federal student loan debt

Called before 8am or after 9pm
Company Response: Closed with explanation

Timely Response

2018-11-28

Whipple, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-11-28

Drexel Hill, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-11-28

Soquel, CA

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: I co-signed a private student loan from Navient in XX/XX/XXXX, which was discharged in bankruptcy in XX/XX/XXXX. Navient continues to try to collect, at first directly, and now through third parties, despite multiple letters from my bankruptcy lawyer. When confronted with this information, their agents and third parties claim ignorance, and then a few weeks later a different third party attempts to collect. What is even more annoying, as I try to rebuild my credit, is that though they list the debt on my credit report as Charged Off, they update the balance every month as if it was still collecting interest, causing a negative credit impact. You can't write off a debt and still collect interest on it, that's illogical and unethical and probably illegal, I would think. It's certainly annoying.
Company Response: Closed with explanation

Timely Response

2018-11-27

Greenwood Lake, NY

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-11-27

Austin, TX

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-11-27

CA

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: Navient has private interest rates on my loans set for 13.25 % I have almost {$50000.00} in private loans, its been at this high interest rate since I graduated. They tell me, they don't set the interest rates, there is nothing they can do. This company is a virus, they make it so you can only pay interest and nothing happens to the balance. I have tried everything with them but my credit score is too low to refinance with another company and I can't find a co-signer that works either. I have been out of school for 6 years, I have a good paying job I am an XXXX - what they are doing is criminal.
Company Response: Closed with explanation

Timely Response

2018-11-27

Orion Twp, MI

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: Have received several mailings from them stating I have been approved for lower interest from XXXX but when I try they keep telling me that I have inadequate income. Have not missed making a payment eve ( except for period when I was in bankruptcy ) almost always paying more than the monthly requirement. Not only have I called t hem but have sent them several written requests. They simply are not working with me. Loans are actually for all XXXX of my children so is a Parent Student loan. I would like to get reduced interest so the loan can be paid off sooner. On fixed income so every bit reduced would be helpful. I don't expect any loan forgiveness knowing that I am responsible to settle my debt.
Company Response: Closed with explanation

Timely Response

2018-11-27

Weston, CT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I graduated college in XX/XX/2011 and my loan at the time was around {$35000.00}, currently my balance is {$46000.00}. I feel I wasn't given the proper guidance and how to handle my loans. I feel there has been added on charges as well, as Navient has been know to do.
Company Response: Closed with explanation

Timely Response

2018-11-27

Worcester, MA

False statements or representation

Debt collection: Private student loan debt

Attempted to collect wrong amount
Complaint: I am reporting XXXX XXXX XXXX for violating the FDCPA section 809. It all started when I received a letter dated on XX/XX/2018 from XXXX XXXX XXXX indicating that the Louisiana Office of Student Financial Assistance has purchased the account with a balance of {$25000.00}. Later, I received another letter dated XX/XX/2018 from XXXX XXXX XXXX indicating that the amount was now {$51000.00} and held by the United States Department of Education ( Which conflicts with the first letter ). Because of this I wrote them a letter supported by the FDCPA section 809 which ask a Debt Collector for the validation of the debt because I wanted to know why Louisiana Office of Student Assistance has this debt if I attended XXXX XXXX XXXX in the state of Florida and then transferred to the state of Massachusetts. XXXX responded with inaccurate information in violation of the FDCPA section 809. I then learned that XXXX XXXX XXXX is a Navient Company. After I wrote them requesting Debt validation, they stopped contacting me and reached out to my employer directly with Lawsuits threats to them indicating that the letter are coming from the Louisiana Office of Student Assistance demanding Wage Garnishment that does not require a court order and my employer assuming the validity of the their threats, proceeded to deduct 15 % of my weekly earnings to pay to XXXX XXXX XXXX without a court order. This is a total amount of {$150.00} USD every week which is causing me a lot of financial stress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-27

Bremen, GA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: During the last 3 years, navient has been charging me close to XXXX dollars a month. My current income is XXXX a year. I have been on the phone with them several times over the years so come up with a lower monthly payment plan. They claimed I can not do that. They also claimed that Ive been in forbearance twice for deferred payments. Even though Ive been on auto pay since 2015. They provide no help for economic hardship and claim Forbearance is my only option ( which I have to pay for just to get it ). My bank accounts have no proof of deferred payment activity or forbearance. But apparently On their side there is. Im extremely frustrated.
Company Response: Closed with explanation

Timely Response

2018-11-27

Bellaire, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I had been on an IBR payment plan based upon my previous employer. My payments were between $ XXXX {$20.00} a month. I reapplied for an IBR my account came up for renewal. I received an email stating it was time to renew my IBR repayment plan and I immediately submitted all documentation. Upon submission I noticed a few days late that I had an outstanding balance that was due. I called and no one could tell me what the balance was for. Im finally representative explained to me that whomever setup my payment plan didnt do so for a full year, but only for 11 months which is why I owed the amount. I was never told this, explained that there were only 11 months, nor did any documentation received state that. I had been on repayment plans before for my student loans and they were all for a minimum of 12 months. I feel like this was done intentionally. Second, I had began working for a different company XX/XX/2018. When I applied for the IBR my repayment was about {$200.00} a month as the company said my income had increased by more than {$16000.00}. My income went from {$34000.00} annually to {$45000.00} but since my taxes have my adjusted income for my previous employer at around {$29000.00} and no adjsted income for the new income yet, including the few months at my previous employer, it looks like I received a {$16000.00} increase. The representative that I spoke with acknowledged that was the issue but said there was nothing that could be done. I advised that 1. ) I would not work a full year with my new employer prior to tax season, 2. ) my pay increase was only about {$10000.00} more a year, 3. ) i was told they could not use my adjusted income until I file taxes next year so even though my repayment is based on an incorrect number there is nothing they can do until my income tax is filed. I was advised by a representative in XXXX of 2018 to consolidate my loans as that should drop my payment low enough since they could not make adjustments for 1 ) not working a full year at my new employer, 2 ) not factoring in the lessor income received the first almost 5 months of the year, 3 ) not factoring my expenses for the month including child care, 4 ) not taking into consideration that I receive governmental assistance to support my XXXX small children as I am a single mother ( my children receive XXXX assistance for food and XXXX Medicaid for medical benefits ), and 5 ) they wont factor in adjustments that will affect my income. I began the consolidation process and was told it would take up to 60 days. I monitored every update via the Navient app. My request was approved in a little more than 30 days however my new payment was due within less than 2 weeks after approval. It was all finalized and approved around XX/XX/XXXX and my payment was due XX/XX/XXXX. This brings me to customer service. As soon as I saw this I immediately sent an email to customer service on XX/XX/XXXX. Over a week later, 2 days before my due date, I received another generic response that barely addressed my concern of the short notice of making the payment and their response was wel after the due date. The reply does not even contain the original message. This seems to be recurring. I have submitted several requests, questions via email as paper trail and proof seem to be the only thing that holds up and I have constantly received generic responses that do not address my concerns thoroughly and are responded to so late that I forget the original request. I can not even reply to the representatives response. I followed the generic response of looking into repayment plan options but I am not eligible for any of them. This leaves me at square 1. I am very irritated with all of this. I will essentially have to make the large payment until I file my taxes in order for my adjusted income to be considered. I can not afford to pay anything over {$50.00} a month and feed myself and children. I would have to sacrifice food/gas in order to pay my student loan amount listed. If that is my choice food/gas will always win as I have children to care for. I do not know what to do. I can make the payment in the amount I can afford each month but I will always have a balance forwarded. And Im still trying to understand when did the payment plans/options go from 12 months to less than 12.
Company Response: Closed with explanation

Timely Response