Navient Solutions, LLC.

2019-09-26

Princeton, NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2019-09-26

Houston, TX

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: My student loans have never been late and they are reporting as late. It is in accurate reporting.
Company Response: Closed with explanation

Timely Response

2019-09-26

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Keep getting calls about your loan
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-26

Chicago, IL

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: Stated that they were unable to lower the interest rate. Stating its a government loan and theres nothing they can do about it. Also stated you are the one who took out the loan in the first place. Also stating the co-signer makes enough money.
Company Response: Closed with explanation

Timely Response

2019-09-26

Bohemia, NY

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I have been a long time loan paying citizen and I have been trying to gain some help in lowering my payment to sustain a descent lifestyle. I was temperarilry put on a lower interest rate program but now that that is over I have no other options to pay the high monthly fee. I have made several request to lower my payment and there is no help available. I have pay every month and I am diligent in calling to help with my cause. I have not even been able to the principal down I have only paid interest thus far.
Company Response: Closed with explanation

Timely Response

2019-09-26

Brooklyn, NY

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: This occurred with NAVIENT. This company is horrible and does not direct its customers properly. I had an old loan, which they failed to handle properly and on top of that, they have charged me ridiculous late fees that other providers have not. This company needs to withdraw my late fees ( around 300 ). They also failed to tell me about converting my OLD loan which does not qualify for IBR programs, such as forgiveness after 10 years of payment. I would be starting over, and I had opened this account back in 2005. This company was horrible in the mismanagement of my loan, and to this day the principle has increased.
Company Response: Closed with explanation

Timely Response

2019-09-26

N Bethesda, MD

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2019-09-26

Lynn, MA

Threatened to contact someone or share information improperly

Debt collection: I do not know

Contacted you after you asked them to stop
Complaint: This company, now acting as Pioneer Credit Recovery , Inc, but still the same Navient we have REPEATEDLY filed complaints against just called AGAIN this morning looking for someone who DOES NOT LIVE HERE to collect some debt. We do NOT owe these criminals anything. We have told them REPEATEDLY to stop calling. We have filed complaints with the XXXX and AG 's office, and were told the calls would stop, yet they continue. I don't know what the heck it's going to take for this company to finally, ONCE AND FOR ALL, be put OUT of ours and the rest of the public 's misery. They are CRIMINALS. They are a FRAUD and a SCAM. They serve ZERO legitimate purpose other than to annoy and harass people. DO SOMETHING ABOUT IT!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-26

Cherry Brook, MA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I have been enrolled in Navient 's Rate Reduction Program ( RRP ) for my private student loans since XX/XX/XXXX. This program was offered to me by Navient only after I had spent years contacting them to offer me a lower, more manageable and affordable payment while I was repeatedly being pushed/recommended into forbearance for over seven years each time I called attempting to set up a payment plan. This action, in and of itself, significantly increased my total balance from {$96000.00} when I graduated in XXXX to over {$120000.00} after taking the recommendation from Sallie Mae ( at the time ) to enroll in deferment and forbearance programs, claiming they were the only option that was available to me since I could not make the full payment as required. Since I have been enrolled in the RRP in XXXX, I have not missed a payment on my loans held my Navient. On XX/XX/XXXX, I received an update on my credit report that there was a delinquency added to my credit file. This was listed as a delinquency by Sallie Mae which I found out of sorts due to the fact that I am enrolled in an auto-pay program. Even in the past, when the agreed amount from RRP enrollment as expired, the terms agreed to in the RRP state that when that term expires, auto-payments will be taken out of the account set up at the full/normal payment amount. After having this situation occur every time my RRP needed to be re-authorized since XXXX, this had not happened for the first time in the past five years that I have been enrolled in this program. Neither myself nor my co-signer had received any letters in regards to the missed payments even though Navient has claimed to have mailed them out. Having never missed a payment since XXXX, any communication from Navient would have immediately caught my attention since my account has been in auto-pay since enrolling in the RRP. Upon calling Navient to sort out the error in my account, I was informed by an employee named XXXX XXXX ( XXXX ), that I had been removed from the RRP in XXXX and my account was switched to scheduled payments. When I asked questions as to why myself or my co-signer had not been contacted by Navient in regards to my account being past due or for a reason why I was removed from the RRP, he did not offer me any reason other than, " Metrics change on a month-to-month basis for the RRP and now you aren't eligible, I don't really know why other that it just shows that you do not qualify for that program. '' There was no finite reason given to me as to why I had been removed from it. As I spoke with XXXX about what other options were available if the RRP was not one of them, I was given two choices which are ultimately going to do more harm than good. He told me that he looked at multiple different things but after quite some time of navigating through whatever available repayment options existed that the only way to get my monthly payment close to what I was paying in the RRP ( {$600.00} ) was to enroll me into a " Payment Forbearance Program '' ( {$740.00} ). It is important to note that this is an INTEREST ONLY payment plan that is also only temporary, for six months, and the only thing it was doing was bringing my account current. Nothing will be going towards the principle of my total loan balance which currently stands at {$100000.00} with interest rates between 5.75-8 % on the four loans currently held by Navient. The second option would be to make a payment for {$2400.00} to bring my account current to cover the three months of missed payments at the full payment of {$860.00} which I has made clear at the beginning of the conversation that I was unable to pay, I am also unable to afford the {$940.00} payment required of my account as the posted monthly payment going forward. {$260.00} is a large difference between the payment I was making while enrolled in the RRP and the standard monthly payment, {$340.00} is even more substantial and less affordable. XXXX then asked if I would like to speak with his supervisor to see if she had any options available to me that he was unaware of, I would like to note that this representative did seem like he was genuinely trying to help me find a payment option that I would be able to afford. I then spoke with the supervisor, XXXX XXXX. When I gave a brief explanation to XXXX of the contents to my conversation with XXXX, I also asked her if she was able to tell me why I was suddenly ineligible for the RRP. She too told me the same line about metrics changing month to month and had no reason to give aside from that. I explained to XXXX, just as I had to XXXX, that my enrollment in the RRP was the only reason that I had been able to afford payments and keep my account current and in good standing and I did not understand why I was suddenly ineligible for it. When I asked if there was another program similar to the RRP that I could utilize to keep my account current, she did not have anything to offer aside from the options that had been laid out by her employee. I shared my frustration that recommending me to enrolling in an interest only repayment plan is moving backwards in paying off this massive debt and only having one option for those who can not afford their monthly payments is not helping the customer. I then was belittled by XXXX XXXX during the remainder of our conversation while I was asking why there are no programs to help me and my only option is to go backwards. Ms. XXXX told me that she was reading my file and could see that I had used seven years of forbearance/deferment time on my loans which was when I was supposed to figure out how to make my payments and the RRP is meant only as a temporary program. I should not have to defend myself nor explain to a stranger working in customer service while I am trying to act in good faith to sort out an issue about my ongoing struggle trying to pay this student loan debt. I should not have to combat a morality lecture from a call center supervisor with the facts that when my loans went into repayment in XXXX, I was unable to find gainful employment in the height of the Great Recession and barely made $ XXXX working multiple part time jobs which made a student loan payment of over {$900.00} impossible to afford. At the direction of multiple Sallie Mae employees, my loans were sent to forbearance/deferment time and time again when I called to try and arrange affordable payments. Call center employees from Navient are NOT certified financial advisers nor do they have the right to speak to customers who are trying to work out plans in order to stay in good standing with their accounts that are acting in good faith and trying their hardest to make it work. There was no good faith from Ms. XXXX XXXX and that she is a supervisor is troubling. The fact that Navient only has a SINGLE option in the RRP ( which they are able to be dropped from without any explanation ) for those who are struggling to make payments is unthinkable. The fact that I am able to continue to pay around $ 600/month but have no option available to enroll in to keep me in good standing is frustrating and unacceptable. I have been dealing with Navient/Sallie Mae for over 10 years. It is clear that Navient is not working with their customers in order to pay down ( and ultimately off ) their student loan debt. Their only goal is collecting payments and humiliating/shaming customers when they are seeking help and guidance to navigate their options.
Company Response: Closed with explanation

Timely Response

2019-09-26

MO

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: Previously, on multiple accounts, I tried to talk with Navient about lowering payments and the forced me into forbearance. I was out of a job and had no option. I also feel they misreported payments. There are late fee charges on my account that I dont recall making late. Also, they have made it very difficult to remove the co-signer from my loan. It has been years and the co-signer is still not removed.
Company Response: Closed with explanation

Timely Response

2019-09-26

Plymouth, FL

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: In early XX/XX/XXXX I reached out to Navient about two 90 day late items that were on my credit for XX/XX/XXXX, from my Federal loans ( XXXX ) and ( XXXX ). The issue was that, these loans were supposed to be in forebearance/deferred ... as during XX/XX/XXXX I was accepted into another program at another university ( XXXX ). After explaining this, the representative on the phone advised me to resolve the issue I should send a letter and any other documentation I had to Navient 's credit department. On XX/XX/XXXX I sent a certified later via USPS that included the reason why the late payments were an error along with supporting documentation which included the emails I was receiving from Navient that updated me on my loans. I did not hear back from Navient, so today XX/XX/XXXX I called Navient only to find out that they still have not removed the late items from my credit and while they see the evidence I was being misled with their communications ... they are still deeming the late items valid. This to me is a gross violation of my consumer rights as ; 1. I was misled the entire time by Navient, whose communication and reps basically told me that I was in grace/forebearance. 2. I was not given adequate notice which is one of my consumer rights under FCRA ; to make arrangements to prevent my accounts to be delinquent, as Navient basically put a 90 day late on my credit reporting with giving me a 30 day notice. This has huge significance as I have been denied credit in the form of a mortgage and credit cards over the past months ... and lenders are citing the 90 day late as a adverse reason, which compared to a 30 day late would not have the same ramifications.
Company Response: Closed with explanation

Timely Response

2019-09-25

Rochdale, NY

Incorrect information on your report

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

Account status incorrect
Complaint: Approximately XX/XX/2018 I noticed my fico score dropped around 50 points out of no where. This was apparently due to a serious delinquency according to my fico score. I retrieved all 3 credit reports from the credit bureaus and there were no issues regarding a delinquent account. I called XXXX and apparently one of my student loans from navient hadnt reported in a while so I filed a dispute and that was eventually resolved. Being that is was a year ago I dont recall the outcome specifically but I believe they began reporting again. Now, a year later, my fico score is still low due to a delinquent account. I still do not show any delinquent accounts. I called the loan company ( Navient ) who assured me all my payments were on time or there was one late payment when navient took over XXXX and I sent a check to XXXX instead of navient but navient assured me about 2 days ago that wasnt reported. Additionally if it was reported its ridiculous because they changed companies and where my check has to go wasnt where my auto payments sent it. Again there are no delinquent accounts or missed payments on any of my credit reports. XXXX has basically said I have to call the loan company navient and navient has said I have to call XXXX to resolve this issue. I am looking to get a mortgage in the near future and my fico score is being affected by a phantomlate payment.
Company Response: Closed with explanation

Timely Response

2019-09-25

Boston, MA

Communication tactics

Debt collection: Private student loan debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2019-09-25

Charlotte, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: The following information listed below is from the Navient website pertaining to my account states that I have two loans for a XXXX UNIVERSITY XXXX, I never attended this school in my life. I would like full disclosure of all pertinent information relating to this school including Promissory Notes supposedly signed by me. XXXX Stafford - Subsidized School XXXX UNIVERSITY XXXX Loan Status Repayment Estimated Payoff Date XX/XX/XXXX {$2400.00} 4.660 % XX/XX/2019 Hide more informationXX/XX/XXXX Stafford - Unsubsidized School XXXX UNIVERSITY XXXX Loan Status Repayment Estimated Payoff Date XX/XX/XXXX {$3300.00} 4.660 % XX/XX/2019
Company Response: Closed with explanation

Timely Response

2019-09-25

Lake Odessa, MI

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-09-25

MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Navient assured me that I was enrolled in the public service loan forgiveness program, which I am apparently not. I have been scammed already by XXXX XXXX and was paying them for 3 years, being led to believe that I was making payments towards this program. While being scammed by XXXX, Navient NEVER informed me that I was not making any payments towards my student loans, let alone the program itself. Once I was informed that XXXX was scamming me, I talked with Navient customer service directly and asked if I was properly enrolled in the PSLFP and they said that I was. Now I am not sure what I am suppose to do? Between these two companies I have lost at least five years of time with the program ... .thats over half my payments that need to be made for this program, not to mention 3 years of nothing at all being paid on my loans, the amount of interest just racking up!
Company Response: Closed with explanation

Timely Response

2019-09-25

Patmos, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2019-09-25

Holland, MI

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

2019-09-25

Somers Point, NJ

Threatened to contact someone or share information improperly

Debt collection: Federal student loan debt

Contacted your employer
Company Response: Closed with explanation

Timely Response

2019-09-25

Phoenix, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: My loan was forgiven for XXXX XXXX XXXX XXXX through XXXX on XX/XX/2019. When I called Navient for status around XX/XX/2019 they stated that it would take 60 days to review and post forgiveness to my account. A customer service representative stated that people mess up and the payments resume. This is why it still shows that I owe. They also stated that they would expedite this for review and check back within 60 days. I spoke with someone at Navient on XX/XX/2019 and had to be transferred to three different supervisors. The first supervisor said they just sent all the information over to Navients internal claims team on XX/XX/2019 and it would take another 60 days. When I asked about the {$3000.00} more interest tacked on the first supervisor could not answer. She also stated that they were waiting for a response from the guarantor because the interest was different and didn't match. I asked to speak with someone who could take care of this and was transferred. This person stated that they originally got everything that they needed for and my application was approved. When Navient sent everything over the individual working on the claim did not include everything needed for the internal team to review. She advised the information sent on XX/XX/2019 contained all the information. She also stated that she would look into why it wasn't completed right the first time and send a letter to follow up. This was Navients fault that their internal staff did not do their job. Navients staff gave conflicting information and failed to update my current address information to receive any correspondence.
Company Response: Closed with explanation

Timely Response

2019-09-25

Wesley Chapel, FL

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt is not yours
Complaint: After doing several disputes with XXXX, and XXXX. I am still not getting the investigation that I asked for. By the credit bureaus not doing the investigation it is allowing negative remarks on my credit report. Enclose is the information that I sent to all of the Bureaus and the Creditor asking for validation. The information was completely ignored from creditor Navient. Both XXXX and XXXX failed to do an investigation before reporting false information. Navient failed to respond several letters. The Reporting address on file is not and never was my address.XXXX XXXX XXXX XXXX XXXX Kentucky XXXX.
Company Response: Closed with explanation

Timely Response

2019-09-25

Chicago, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: For the last 3 years I've had problems with repaying my consolidated loans. Initially my monthly repayment amount was {$270.00}. It was being paid automatically for about a year when an auto draft of a little over {$1200.00} was taken. After informing my bank that it was taken without permission, the money was given back ( by my bank & eventually refunded by Navient ). After everything was settled, I was set up on another payment plan and this time I planned to contact them after 11 months to avoid the previous year 's issue. This time the {$1200.00} was taken after 10 months. I took the same actions to get my money back. I finally removed my bank info and opted for manual monthly payments. However, this year, I've been trying to get back on a payment plan FOR A YEAR. Customer service says that they have been sending emails but I haven't gotten anything EXCEPT info telling me that a payment is due. I tried to reply to that email, but it's an auto mailer so there's no response. And seemingly the necessary forms I need are not able to be mailed. I just tried calling and kept being put back in the call queue with no response from an agent. Meanwhile interest is building in my account and the only thing I'm able to do is continue to make deferments while I wait on the forms 'they 're sending to me '.
Company Response: Closed with explanation

Timely Response

2019-09-25

Brooklyn, NY

Communication tactics

Debt collection: Private student loan debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2019-09-25

Bradford, PA

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

2019-09-24

Saint Clair, MO

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt is not yours
Complaint: I receive multiple phone calls from Navient regarding a student loan that I do not have, I have sent certified letters with tracking requesting validation of the debt or to be removed from all contact lists and they have ignored my letters and continue to call me, I have also called them using one of the phone numbers they call me from ( XXXX ) and they are not able to validate any loan with either my name or phone number.
Company Response: Closed with explanation

Timely Response