Date Received: 2021-12-09
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Time Period : XXXX XXXX Background : My Federal Family Education Loan ( FFEL ) has been serviced by Navient and its predecessors since XXXX, when I graduated from a master 's program in Environmental Studies XXXX At no time have I missed a payment and at no time have I failed to recertify my annual income as part of a repayment plan. Complaint : From XXXX XXXX, my loan was in forbearance and no payments were being made. I think no payments were due in part because of the low annual income I had reported on my last income certification in XXXX. Even though my income and financial situation had not changed much since XXXX, my loan servicer, Navient, requires an annual recertification of income. This seems reasonable enough, and I have complied with this requirement for as long as I have been in forbearance, for at least the last 5-10 years, ever since income-based repayment ( IBR ) was started under President Barack Obama. For a variety of reasons, this year I made the mistake of not opening several e-mails Navient sent me, including on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Aside from the fact that I get 100s of e-mails a day and that many of my e-mails from Navient, especially on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX of XXXX, were of a routine or information-sharing nature, requiring no action of any kind by me ( e.g., the e-mail on XX/XX/XXXX was simply to remind me that the Navient website would be down temporarily ), one thing I can say is that the subject lines used by Navient were not entirely clear, which meant that one had to click on and open an e-mail before one could understand what was happening, what was being communicated, and what action, if any, was required. In fact, one of the first e-mails notifying me that I needed to recertify my income this year did not say " Action Required '' or " Need to Recertify Income, '' but only " Your payment will increase soon! '' ( XX/XX/XXXX ) Because my loan was in forbearance or repayments were temporarily forgiven, it struck me as strange that an e-mail would announce that my " payments '' would increase soon. Given the sensational and somewhat fearmongering quality to the subject line in this e-mail, my first instinct was to disregard it, for fear it was a message from an unscrupulous lender attempting to convince me to move my loan to them. My next two ( 2 ) e-mails ( XX/XX/XXXX and and XX/XX/XXXX ) from Navient both had the bland and uncommunicative subject line, " New document ready to view! '' In fairness to Navient, however, two more reminder e-mails followed, " Reminder your payment will increase soon '' ( XX/XX/XXXX ) and " New document ready to review '' ( XX/XX/XXXX ). I was awoken from my neglect only on XX/XX/XXXX, when Navient 's e-mail subject clearly stated, " Action needed - your payment is increasing. '' For some reason, as soon as it was stated that " Action [ is ] needed, '' I immediately visited the Navient website on XX/XX/XXXX and discovered that I had missed their deadline to recertify my annual income by XX/XX/XXXX. Though by now I was five ( 5 ) weeks past the deadline, the information requested and action required seemed routine, and easily exchanged had the mode of communication ( e.g., US mail or telephone call leaving voice message ) or the words used in the e-mail been different. My complaint is that my punishment for missing this deadline to recertify my annual income is {$13000.00}, i.e., Navient capitalized my outstanding interest to my principal once I failed to recertify my income on time. While I fully accept that I was late to recertify my income, I do not feel it is appropriate for a loan servicer to penalize me by adding {$13000.00} to my principal balance, especially given that they could have chosen alternate means for communicating with me about when and how to recertify my income. I called Navient, and spoke with an agent named XXXX and a supervisor named XXXX, but both were adamant in referring to the precise terms of my loan agreement, especially a provision they called Section 10. When I protested that I had held this loan over twenty ( 20 ) years and never before been allowed to let such an important deadline pass without first being called, XXXX the supervisor said that did not change anything, and that when I was called in the past it was most likely over a payment that was late to be submitted, so the lender was offering the courtesy of notifying me of my failure to pay on time in order that I could make the payment before incurring penalties. If there is any way CFPB could reverse Navient 's action, and to remove the {$13000.00} in capitalization of interest I experienced simply for missing a deadline for filing annual income, I would be most appreciative! Failing that, if there is any way CFPB could require loan servicers to communicate more clearly about upcoming changes in terms of the loan, and to allow borrowers, especially low-income borrowers, a certain grace period to overcome any oversights, that too would be greatly appreciated!
Company Response:
State: VA
Zip: 22306
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Per federal my syates laws, you must affirm and confirm any and all allegations of claims yet still unproven which all three credit bureaus havent been able to do.I requested for them to provide me with all of the4 information they used for their investigation, as required by FCRA 611 ( a ) ( 7 ) and requested that they delete the negative item as original requested.
Company Response:
State: MS
Zip: 39212
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My issue is with the overall lack information provided to me by my student loan servicer back in XXXX, when the Public Service Loan Forgiveness ( PSLF ) was created. At that time, I believe it was Navient. However, it changed several times so I'd have to do more research. Reason I discuss lack of information is that many times I spoke to my loan servicer ( s ), not one time was it mentioned to me about the PSLF program, and what was needed to qualify. Rather, because I had just started to work for a qualifying job ( Government employee ), my income was low so I discussed options with the loan servicer. Their recommendation, every single time, was to place my loan in deferment until my income increased to afford the payment. I wasn't even provided the option to discuss Income Based Repayment ( IBR ) plan to at least see if I can have a more manageable payment. Thus, for well over 5 plus years, my student loans stayed in deferrment under advisement from my loan servicers. The end result, up to now, was my loan doubled due to capitalized interest ( went from appx. $ XXXX to $ XXXX ) when I finally received information from XXXX about the PLSF and IBR and commenced making payments. Up to now, I've made XXXX qualifying payments. But, if I would have been informed of this long ago, I would've qualified for a more affordable payment under XXXX, commenced making payments to go towards the PSLF required XXXX payments, and avoided a substantial portion of my loan from capitalizing interest to principal. Now that it's been close to XXXX years since I commenced having to pay my student loan, my payments are much higher, even under the IBR, due to my income increasing over the year. However, although my income is higher, the larger payments are still a substantial burden. Again, had I been informed of these options back in XXXX, I would have been better informed, wisely, to make payments. Now, with no forbearance ending in XX/XX/XXXX, payments commencing XX/XX/XXXX, I will have a higher payment. What are my options, if any, as I will be in debt until XXXX to forgive my loan under the PLSF. That would be XXXX years after I graduated!
Company Response:
State: CA
Zip: 92506
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I sent letters to all three credit bureaus including creditors and havent gotten a response concerning results. These items should not be on my credit reports. I requested for them to show proof of compliance and verification and creditor havent been able to provide as requested.
Company Response:
State: FL
Zip: 33404
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Navient has a " Document Upload '' form on their site that never accepts documents that you absolutely need to upload, requirements for things like an Income-Driven Repayment Plan. I have tried using this form on multiple computers and it's just not working. They also have no general customer service email to get help with the situation. Not to mention that a form I have already given them in the past has the information they are looking for now. They seriously try to make everything increasingly difficult. I have been working to upload a single form for the last hour and a half. Something that should have taken 1 minute.
Company Response:
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Navient is stating I have a 90 day late payment from XXXX of XXXX. In XXXX of XXXX I filed a deferment. I also informed navient that XXXX XXXX XXXX XXXX XXXX and that I wanted to make sure that my account was in good standing before I was going out on XXXX XXXX. Ambient told me I qualified for the income driven program and that I my bank ace a month with be XXXX. I also was informed that I would not have to make another payment until XXXX. I filled and completed the application for the income driven plan and faxed it to the Navient. Upon checking my credit report I was o formed that I was 90 days late. Every month was on time but XXXX of XXXX. I asked to have it the late payment disputed through Navient, XXXX, XXXX and XXXX for reporting in correct information. I also reached out to XXXX and XXXX law to have the late payment disputed off my credit report.
Company Response:
State: CA
Zip: 95758
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My loans are current serviced by NAVIENT. Under the XX/XX/XXXX temporary PSLF waiver, I submitted XXXX No. XXXX Form for employment certification for employment dating back to XX/XX/XXXX. I have remained a nurse for XXXX XXXX Hospital and University since that time working full-time. The form has been signed and was submitted US Certified Mail with delivery confirmation on XX/XX/XXXX. The package was received by PHEAA on XX/XX/XXXX. Complaint also raised to US. Dept. of Education via Federal Student Aid ( FSA ). FSA Feedback Case No. XXXX for FSA XXXX XXXX.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am XXXX XXXX and i am submitting this compliant myself and there is not third party involved. I, XXXX XXXX, consumer, natural person, and original creditor of an open-end credit plan is writing today to report and issue. I pulled my credit report and disputed items on my report to XXXX, XXXX AND XXXX. They have not provided me with any original documents, and they have disregarded the law in saying they have verified the debt. Fair Reporting Act Section 609 ( a ) ( 1 ) ( A ) states you are required by federal law to verify through physical verification of the original signed consumer contract. I asked for verifiable proof ( an original consumer contract with my signature on it on 2 occasions : XX/XX/2021 & XX/XX/2021. The failure to positively these accounts has hurt my ability to obtain credit. They have taken advantage of me as a consumer and they should be held accountable for deceiving me and not validating the debt. They have not validated anything they have ruined my character and general reputation by reporting erroneous information on the consumer report and included a symbol on the contents of the envelope for the mail carrier or any person affiliated with the mail service or comes in contact with the envelope thats alleging I owe a debt. They act as if they are unaware of what I am requesting or that the law does not apply to them. In addition, per the Fair Credit Reporting Act they didnt notify me of the investigation results within 30 days.
Company Response:
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have already filed a dispute on the incorrect fraudulent accounts, inquiries and public records on my credit report with the credit reporting agencies and it has been very much over 30 days and I have not received any investigation results. This is unacceptable! Please fix this.
Company Response:
State: GA
Zip: 30088
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Navient began reporting in XXXX that my student loan is late/delinquent, but the COVID forbearance period is still in effect until XX/XX/2022. If they're doing this to me they're probably doing this for everyone else as well.
Company Response:
State: OH
Zip: 43207
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A