Navient Solutions, LLC.

2018-10-30

Hinkley, CA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: Navient refused me a lower interest loan for no justifiable reason.
Company Response: Closed with explanation

Timely Response

2018-10-30

Chicago, IL

Incorrect information on your report

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

Account status incorrect
Complaint: There are 3 accounts from Navient that show delinquent on my report that should be closed. These accounts were DISCHARGED on my Chapter XXXX bankruptcy earlier this year! My public records list Navient ( private loan ) as DISCHARGED, through the bankruptcy courts of 2018! Why has it shown discharged before, but now its showing delinquent & im getting emails & phone calls from them. I even submitted my discharge papers to Navient, but they continue to harass me!
Company Response: Closed with explanation

Timely Response

2018-10-30

FL

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I have contacted Navient my student loan server beginning XX/XX/XXXX regarding my student loan debt. I continue to get the same response of high interest and lack of non payment. I informed Navient that I was a public service employee since XXXX and have not received any loan forgiveness or loan reduction. I request loan information from the school and the Department of Education. It does not show how my loans have matriculated to more than XXXX. I believe that Navient formerly Sallie Mae steered me towards multiple forbearances and deferment due to my low income and provided unclear information about how forbearances and deferment would affect your student loan debt over a period of time. They were misleading to incur additional dollars from interests from student loans. I also I indicated I sent in several public service applications and up until last year I was advised to contact the department of Education to again consolidate loans. It is a game of catch up by Navient in advising the borrower to consolidate loans to start the process all over again.
Company Response: Closed with explanation

Timely Response

2018-10-30

Cleveland, OH

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-10-30

Crystal Mountain, WA

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

2018-10-30

Lk Buena Vis, FL

Dealing with your lender or servicer

Student loan: Private student loan

Keep getting calls about your loan
Complaint: Navient continues to harass me day and night. I tried to explain to them that I lost my job in XXXX and could not pay right now, but they call numerous times per day. So far, today along, XX/XX/18, they have called me 7 times and it's only XXXX. They harass me and my ex-husband who co-signed. I am not getting anywhere with them and they have also over the years never told me that when you did a deferment or forebarance that the interest would stack up. This goes for my private and public loans. My total loans started out at around 80,000 and are now just under 150,000. I even called XXXX XXXX XXXX at one time because the harassment wouldn't stop. I don't know what to do with them anymore.
Company Response: Closed with explanation

Timely Response

2018-10-30

Silver Spring, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Participated in my Department 's Student Loan Repayment Program ( SLRP ) and opted for 3 separate disbursement sent to Navient from United States Treasury. My loan was a XXXX XXXX XXXX loan and mail payments are sent to XXXX. XXXX XXXX XXXX, GA XXXX. I incorrectly put the address ( XXXX. XXXX XXXX XXXX, PA XXXX ) intended for Navient loans. Navient processes both XXXX XXXX XXXX and Navient Loans. My name and account number are on the check. My first payment was disbursed and cashed by Navient but it did not get credited in my account because it went to the wrong payment address. Per Navient customer service, they will cash the check, hold it for 10 days and return it to the sender without notifying the person on the account/check. I find it suspicious that my name and account number are provided and my account was not credited. In addition, they cashed the check ( probably started accruing interest ), held it for 10 days ( 20 in my situation ) before returning it to the sender ( United States Treasury ) without notifying me. My complaints are : They have my information, why not correctly allocate the payment instead of cashing and holding the funds without notifying the borrower or noting their account next time they inquire.
Company Response: Closed with explanation

Timely Response

2018-10-30

Philadelphia, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My payment of {$190.00} was posted to my bank account XX/XX/2018 and sent to Navient. However, there is no record of my payment on my account. A Navient representative told me that I didnt pay in the month of XX/XX/2018, but that is a lie. My bank statement and bank representative confirms my payment. What a shame that Navient would steal my payment. A Navient representative told me that they cant help me. I have filed a complaint with my bank. Also, my new loan servicer informed me that Navient did NOT send them any payment for XXXX, although I made this payment to Navient. I had to pay my XXXX bill a second time!
Company Response: Closed with explanation

Timely Response

2018-10-30

Woodland, WA

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

2018-10-30

Nyc, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am a XXXX XXXX and applied for XXXX Loan Forgiveness. My first application was declined for unknown reasons. The next month, the payments with current loan jumped from $ XXXX/month to $ XXXX/month. The same time, Navient offers me a loan refi to bring my payments back down to {$200.00}. While waiting for my second application for XXXX forgiveness to answer, I refinance to keep payments low. Unknowingly, the refi goes through but I find out later it's a private loan and not qualified for the XXXX Forgiveness. I was unaware that the forgiveness would not apply. It is suspicious that as soon as I applied, my payments jumped and they happen to offer a refi. I called to have refi turned around, they refused.
Company Response: Closed with explanation

Timely Response

2018-10-30

Roberts, ID

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: There is an issue every time I have to deal with these loans. I am not the borrower, I am the cosigner for the loans. Just today I was told that the loans show paid in full in their system by the first person I talked to and then the second person told me that the information I had just received was incorrect. I have had these issues for years. In total I have paid XXXX toward the loans. The original amount borrowed was XXXX they now say that I owe over 90000.00. There is atleast 1 payment that was never applied to the loans and a bunch of payments that were misapplied. Mainly they just apply the full amount to one loan and nothing to the other loans and continue to charge excessive fees and call to let me know that the payments are delinquent even though they were being automatically withdrawn monthly. Anytime I call to address any problems it takes hours of time and several people that aren't able to handle the problems. In order to be able to identify their processing issues I had to hire and pay an accountant because their records are completely user unfriendly.
Company Response: Closed with explanation

Timely Response

2018-10-29

Seattle, WA

Communication tactics

Debt collection: Federal student loan debt

Frequent or repeated calls
Complaint: I would like to complain about the numerous phone calls from different numbers, at all times of the day. Including nonstop emails. In addition, I am even disputing the amount that they are saying I owe. I feel that I was taken advantage of, I signed my loan back in XXXX. I NEVER even completed the quarter. The college was FOR-PROFIT. Now my credit score is suffering. These people are harassing me, and trying to make me pay a debt that is way more than the initial amount, and for classes I never even finished. This is abuse! As of XX/XX/XXXX, my credit score has been damaged by this loan company. As of XX/XX/XXXX, I have blocked all of the numbers they have contacted me from. As of XX/XX/XXXX, I am looking to pursue legal action to protect myself from further damages.
Company Response: Closed with explanation

Timely Response

2018-10-29

Lk Buena Vis, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: In XXXX I consolidated my Federal student loans. At the time my loan was being serviced by Sallie Mae. The balance of the consolidation loan was {$23000.00}. Over the past 10 years most of the time my loan was either in an In-School Deferment, Repayment or a forbearance because of economic hardship. Approximately XXXX my loan was transferred over to Navient to be serviced. After it transferred to Navient I noticed that my loan balance was over {$48000.00} which is about {$25000.00} more than it was previous. My first impression was that this has to be a duplicate entry on my report. I have disputed this entry with all 3 credit bureaus. One of the 3 seems to have removed the duplicate entry. However, I recently also pulled the NSLDS file and it is showing two FFEL Consolidated loans with Navient. I again believe that this is a duplicate entry. I have not been able to get details of the loan balance with Navient or had any success in getting their help to understand the account balance. I spoke to a representative at Navient and their answer was to put me in a Deferment until I could get someone to sort out why my balance was so high and put in a dispute. My goal is to have the account reviewed to see if this in fact is a duplicate student loan entry and figure out the path to get this entry removed from all 3 credit bureaus, as well as to have Navient stop collection on an invalid loan balance. I have also noticed that on some of my Credit Reports and Student Loan Account information with XXXX XXXX and Navient that they have my middle initial as XXXX XXXX XXXX. My middle name XXXX and therefore it should be designated as XXXX. I am not sure if there are other XXXX XXXX whose information could be crossing with mine causing some of the balance discrepancies.
Company Response: Closed with explanation

Timely Response

2018-10-29

San Diego, CA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: According to my account history, two of my private loans were sold. There are two dates which the loan sales took place ( XX/XX/2018 and XX/XX/2018 ). I was not notified of these loan sales. Navient has also altered the way in which I can view my payment history with them where it reflects a loan sale, and not my payment history. This makes it difficult to determine what my actual loan balance with them is. It also makes it appear that my loan balances have not changed ( despite making on-time payments ) since XXXX of this year. When I contacted Navient about this, they told me that I could just ignore it, that the loans had not been sold and that it was " just an internal thing that they did ''. When I asked if my account history would be updated to show that the loan had not been sold and for confirmation that I have been making payments to the correct company, they again told me not to worry about it, that everything was fine, that it was " just an internal thing '' but could not elaborate further. But they could not confirm that things would be updated, or go through my actual payment history with me to confirm that the current loan balance is actually correct.
Company Response: Closed with explanation

Timely Response

2018-10-29

MI

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: Good afternoon, I am having issues with Navient regarding the repayment of my private loans. I have been on their private loan " rate reduction plan '' for the past 3 years. The benefit to this plan is that it lowers the private loan interest rates so I am able to pay my loans on time every month. Without this plan, I am unable to pay the loans on time, therefore hurting my credit and how I make future purchases. On the rate reduction plan my monthly bill is {$360.00} for private loans and my federal loans remain at {$370.00}. The plan used to go for 1 year and I would have to call at the 12th month and renew the plan. Since my finances have not changed much, I have been accepted for the plan the last few years. Last XXXX when I called in to extend my plan I was told by XXXX XXXX ( employee ID XXXX ) that I was approved for re-enrollment, but the plan had been cut down to every 6 months, therefore would expire at the end of XX/XX/2018 and I would have to reapply again then ( please see attached Customer Financial Information document ). In XX/XX/2018 I received an email to re-apply to the plan by filling out some questions online. The email had a link that I could click that took me to an online XXXX page. I filled out the paperwork on this page about how much I make and all of my bills and sent it to Navient on XX/XX/2018 at XXXX. I did not hear back, so I called Navient on XX/XX/2018 at XXXX to check the status of my application. A man named XXXX answered the phone and then hung up at XXXX. I called back at XXXX and a woman named XXXX ( employee ID XXXX ) answered. We went through the details of the application I sent in on XX/XX/2018 and she was able to extend my plan. The new plan went from XX/XX/2018- XX/XX/2018. On XX/XX/2018 at XXXX I received an email from Navient about re-enrolling in the rate reduction plan again. The email was similar to the one I received in XXXX, but this time I was unable to click the link to the XXXX page to fill out my information. I waited to see if another email would come with a link that worked. I waited until XX/XX/2018 and since no email had come, I decided to send an email to XXXX. My email said, Good afternoon, I am currently enrolled in the Rate Reduction Plan for my Private Student Loans and I would like to re-enroll. My unique identifier is XXXX. Is there a way that I can apply online for re-enrollment? Thank you, XXXX XXXX. On XX/XX/2018 XXXX responded, Hello XXXX, Because we aim to protect your personal information, we are unable to assist you with your request via email. However, we are happy to discuss your account over the phone. Please call us at XXXX. Were available Monday Friday XXXX XXXX to XXXX XXXX, ET. Sincerely, XXXX XXXX. I called the number given and the woman agent asked me the same questions that have been asked all the previous times. No major financials changes were made from last time to this time. I was told by the agent that she was not able to offer the rate reduction plan. She told me that the section that she would have to click was grayed out and that there was no way to even check if I could be accepted. She said that I should call back in XXXX and that Id be able to re-apply then. On XX/XX/2018 at XXXX I called Navient again and the agent who answered was named XXXX . She asked for the standard information ; my social security number, birthday, address, phone number and then asked why I was calling. I told her that I was trying to re-enroll in the rate reduction plan and she was happy to tell me that two weeks ago a policy was changed to make it easier for people to get approved for the plans. She said that its been so much easier on everyone involved and I was thrilled to hear that because the process has been very time consuming and stressful the past few years. After another minute she told me that the rate reduction plan was not available to me. I asked her why and she said that the section she has to click on is just grayed out. I asked her what that meant and she said that maybe my finances or FICCO score has changed, but that it doesnt give specifics and thats just what the management told them to say. She told me that my private loan payments would go up to {$530.00} a month, {$160.00} extra dollars every month. I told her that I am living paycheck to paycheck, so theres absolutely no way I can pay more than what I do now. She said that she could try to extend the terms on the loans to make the payments go down, but after she checked there were only 3 loans that would be eligible and it would barely make a difference in my payments. She said that another option would be to pay interest only and that would be {$480.00} a month. Again, I told her that I dont make enough money to pay that and that I need to stay on the rate reduction plan. I was told again that its not available, so I asked to speak to a manager or someone who could better explain why it wasnt available to me because Ive never missed a payment and Ive been on it so long. XXXX told me that the manager would tell me the same thing and that there was no point. She didnt try to get anyone else on the phone to help or give other solutions. She mentioned enrolling me in autopay and said that it would reduce the interest rates by .25 %, but that wouldnt help me much either. I asked her if she suggests that I should just pay all my loans late because that was what was going to happen if I couldnt be on the rate reduction plan. She said that she doesnt know what I should do and recommended a 3rd party to take over my loans for me. She also mentioned going on forbearance for 3 months, but my payments would raise to approximately {$550.00} a month after that and I told her that there was no way I could pay more. I was given different options, but nothing that will work with my current financial situation. Every month the private loan payment would directly come out of my account, so Ive never been late for a payment. I am unsure why I was declined this time and I want answers. I believe that Navient is making it as hard as possible to repay student loans. I am trying to be responsible and pay off as much as I can, but that does not seem to be enough for Navient. All I ask is that I stay on the rate reduction plan and continue to make the same payments that Ive been making for years. Thank you, XXXX
Company Response: Closed with explanation

Timely Response

2018-10-29

CO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: XX/XX/XXXX Consolidation of loan. XX/XX/XXXX Only XXXX principle paid since XXXX. Will retire before loan is paid off.
Company Response: Closed with explanation

Timely Response

2018-10-29

Rogersville, TN

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

2018-10-29

Phila, PA

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

2018-10-29

Philatelic Center, CA

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was result of identity theft
Complaint: I received two collections letters from XXXX XXXX XXXX ( aka XXXX XXXX ) on behalf of U.S. Treasury. I promptly wrote to them and provided evidence of identity theft for data services. Instead of addressing the issue, they processed my information as a " inability to pay due to financial hardship '', and mailed me a 5-page financial statement form to complete.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-29

Northside, NC

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: I tried to pay my on my student loan for XX/XX/XXXXat the beginning of XX/XX/XXXX. When I went to pay online it showed my loans were in forbearance. I called Navient and they told me that because I was in a natural disaster area that all loans were put into forbearance. I asked for it to be removed so I could pay on my loan. The gentleman instructed me that they could take off the forbearance but my first payment would not be due till XX/XX/XXXX. I kept getting calls from Navient asking me to pay throughout XX/XX/XXXX. I spoke a second time to Navient 's customer service and they said someone would listen to the recorded call from the previous conversation and get back to me. No one got back to me. What they did do is call me again and again asking for me to pay all of my past due balances. Our third conversation for the month of XX/XX/XXXX a manager got on the phone and said there was nothing she could do. I find this unacceptable. I followed their instructions on waiting to pay in XX/XX/XXXX yet I kept getting harassed with dozens of phone calls. They could have just said " just pay in XX/XX/XXXX '' as was originally explained to me on a recorded line. I'm the one that asked to have my loan taken out of forbearance so I could pay on it. I followed their instructions but yet somehow i'm the one at fault here. Their business practices are terrible and they offered no consolation here for their mistake. I went ahead and paid everything they asked me to ( plus a little extra ). I fixed things as they instructed, but I feel they need to make this right with me. I'm sure i'm not the only person they have done this to over the years.
Company Response: Closed with explanation

Timely Response

2018-10-29

Toxey, AL

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Company Response: Closed with explanation

Timely Response

2018-10-29

OH

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: I have call them multiple times trying to get on lower repayment they say I've exhausted everything I can't even get them forgiven or removed as XXXX XXXX has gone bankrupt I can't use my degree because of that financially I'm struggling hive gone from the possibility of working in a good career to working retail or food service for minimum wage hours are constantly being caught I'm struggling with my own debts and bills and it's tough making ends meet their inflexible I've had to cuss them out to get anywhere I've had to threaten them with lawsuits or things like that I just want some debt relief I don't wan na be having to pay these for the next 8years as im barley getting by.
Company Response: Closed with explanation

Timely Response

2018-10-29

Sacramento, CA

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

2018-10-29

Nyc, NY

Communication tactics

Debt collection: Private student loan debt

Used obscene, profane, or other abusive language
Complaint: Navient handed my account over to their debt collectors. That # is XXXX. XXXX XXXX ( my assigned account manager ) is combative and misleading. The other account manager I believe his name is XXXX, told me I was being litigated ( XX/XX/18 phone call took place ) and this wasn't the case. He was threatening and abusive. They use scare tactics and abuse to humiliate people over the phone. Absolutely disgraceful.
Company Response: Closed with explanation

Timely Response

2018-10-29

Arsenal, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I believe I have been paying my loans every month for approximately 14 years now I have paid XXXX a month for 14 years which equals XXXX. I understand that this total does not take into account interest, etc. my loans have been transferred a minimum of 4 times by different services/lenders/consolidators, etc. number one when they are coming after you for these loans you are 21 yrs old most likely and fresh out of school. The only thing you know is that if you don't pay they garnish your wages. But since you are fresh out of school you most likely don't have the salary to support such high payments. You most likely agree to " whatever '' just to get going and pay. Somewhere along the way yo hear about consolidating so you only have one payment and these companies are not helpful. do not explain at all nor educate you on your various options and their impact. I have two loans that totaled XXXX ( back in XXXX ) and as I said I've paid over 53,000 only to be seeing a statement that says my balance owed is still XXXX ( XXXX ). I currently have a fixed interest rate of 4.75 % my entire career has been in XXXX XXXX ( XXXX ) working with XXXX XXXX, XXXX or XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, etc. I need someone or somewhere that I can trust to take a look at my loans and tell me over the LIFE of them what has been happening and where my money is going because NAVIENT my current loan servicing provider was not helpful at all. They only told me that they can see that I have a special extended payment plan that was offered to me by the Department of Education and that they are not familiar with what that is, or the terms and conditions. She was able to tell me if I make any modifications to it, I will not be able to get it back because Navient doesn't offer that.
Company Response: Closed with explanation

Timely Response