Date Received: 2021-04-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been getting scammed by XXXX This is through Navient who claim to work through the Department of Education, they have a contact number of XXXX. I have been believing I have been making payments for my student debit and have come to find out through XXXX that I have not made a single payment. I've have already contacted the bank and they are putting a stop to the payments, but I wanted to make you aware that Navient send out paperwork through the mail and had me fill out the IDR plan request that XXXX has and has a account number for me and everything that is not real. Navient sent me paperwork days before XXXX did and makung me believe they are the first steps before XXXX, which I have come to found out isn't true.
Company Response:
State: KY
Zip: 425XX
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I read about the Cares Act on the website and heard from various places about it. I have loans since attending XXXX, XXXX XXXX, XXXX, XXXX, etc ... Since being with XXXX XXXX, now Navient, there has been a great amount of bad practices, particularly XXXX with interest and fees when I tried contacting them when I was struggling. They always presented forbearance, but never explained to me about IBR. Every rep spoke briefly and differently. Confusing to say the least and started to email but their responses and communication was so sparse that I accrued interest and more than 23 late fees and more than 9 administrative forbearances. Now with covid, they have provided no XXXX interest or relief of payments, in general. On the front page, it says federal loans are covered by the cares act from XX/XX/XXXX to XX/XX/XXXX. So FFELP, which is a federal loan, they say it is not covered because it is not US Department of Education, a private loan. I thought the information I was given was that these loans are government loans. There has never been a remedied solution to the past history of bad practices and now this. I didn't apply for forbearance, but that's on my record as well as on my credit report where it decreases my credit score. I am unemployed looking for a job but even when I inquired about it or other ways of help, they have not provided it when I emailed them. They keep provided misleading terms and information, even the IBR program. Their website doesn't define the interest accrued and that this education loan does not qualify for the CARES Act and what resources are available - everyone should have XXXX interest and if not able to pay, to be given the help they need. They continue to charge interest and get payments as usual, even during COVID. I can't believe the lack of service and attention and can't stand the business practices.
Company Response:
State: CA
Zip: 90019
Submitted Via: Web
Date Sent: 2021-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have never been late in any of my payments for the past 11 years. I made a payment but for some reason it did not reflect suddenly I get a 120 days late on my credit report. I paid off the entire loans. We are in COVID and working with a lender to save a minority owned business and this incorrect information is ruining the chances of saving my company. I went ahead and paid them off so that I don't have to deal with this. It is COVID there is a pandemic and these predators are doing anything necessary to prevent you from moving ahead. I am 100 % sure that I made a payment in the beginning of XXXX yet it is not reflecting. Just please be a decent human being and don't destroy my life.
Company Response:
State: NY
Zip: 10583
Submitted Via: Web
Date Sent: 2021-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-18
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I am disputing the past due amount that has been calculated for a private loan. Despite multiple attempts, Navient has declined to explain how they initially calculated the past due amount which now stands at XXXX ( I have brought the amount down with continued payments. ) I am also disputing the recent delinquency placed on the loan. I have continued to make payments on the disputed loan amount due. At no point have I stopped making payments. I have not been able to get answers to my direct inquiries to Navient. Rather than answer my requests for verification of debt and clarity of how past due amount was calculated, Navient has harassed me with phone calls and other letters with threats of delinquency and credit reporting to maliciously harm me financially. This is reprehensible behavior given my consistent payment record and the recent events ( weather disaster in state/pandemic ) that have so greatly impacted many individuals like myself. I have made consistent and accurate payments on my loans yet Navient has sought to exploit the debt owed on this particular private loan. I have made every attempt to pay, but also have the right to verify that what I am being asked to pay is fair and accurate. In an attempt to communicate my desire to resolve the issues with this private loan, I responded to a request in XXXX sent concerning settling the loan for an agreed amount. The letter ended up being false and deceptive. Navient did not respond to my attempt to settle the loan via phone. They then placed the loan in delinquency. Due to the deceptive, predatory, and hostile customer service of Navient it is nearly impossible to communicate with them directly. Every attempt that I have made to engage with them directly has always resulted in a negative confrontation. My goal is to pay my loan debt off under reasonable and fair terms based on my loan agreements. Navient is a hinderance to this process. Logging that attempts to contact someone was made is not sufficient evidence to justify Navient 's actions but a way to give cover for their abuse of borrowers by the use of delinquency and credit reporting.
Company Response:
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2021-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-17
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have an ongoing health/mental health XXXX XXXX since 2003 ) that prevents me from gainful employment and also from living an independent life. I work XXXX hours a week, making a total of $ XXXX {$500.00} per month. My doctors are willing to certify the truthfulness and extent of my XXXX. However, Navient, a private lender has a TPD whose wording is so narrow that someone like me can't possibly qualify. To qualify under their TPD, I would need to be totally XXXX, unable to work at all, and unable to earn anything, unlike the federal TPD. Under my XXXX, I can not work enough hours or make enough money to make even their smallest monthly payment amount.
Company Response:
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2021-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: My FFELP loan was sold to a private loan or Sallie Mae and then sold to NAVIENT without my approval making it in eligible for loan forgiveness. Saying that I work for a nonprofit organizations for over 15 years.Then my principal was down to XXXX owed after paying for 20 years over XXXX in interest is now escalating since they put me into a progressive interest loan so my principal now is up to you XXXX my original alone amount was only XXXX. I would like to make a complaint against NAVIENT if not a A lawsuit to prevent this from happening to other borrowers I've been paying for over 22 years {$600.00} a month with multiple forbearance is and other options seem to be nullified. I borrowed the money From XXXX to XXXX graduation. I would like to make a class action lawsuit or participate in your lawsuit for fraudulent miss leading miss knowledge poor business practices of NAVIENT.
Company Response:
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: Navient student loans calls me 3 and 4 times a day after being asked not to call. I made payment arrangements for XX/XX/XXXX for the XXXX pmt. They have called at least 2 times a day XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX- I work for a mortgage company and I know they are in violation of the Fair debt collections laws, FDCPA, and CFPB laws. I see where they were fined in XXXX they need to be investigated again, the customer service reps are rude and threating with statements like we can call you up to 8 times a day, you don't have an arrangement until you set up a post dated check. If you pay your bill on time we will not call you. I am due for the XXXX payment. Please investigate them.
Company Response:
State: NC
Zip: 27107
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I started XXXX XXXX in XXXX Illinois in 2007 I only did XXXX because my children grandparents got very sick so I never return next thing I no I was getting billed every month which I havent attended when I started filling out paperwork I thought it was for financial aid from the government all along it was from a third party loan which I expressed to them I have a job I can pay my way the young lady told me the paperwork I was filling out was not a loan and then all of a sudden Im getting bills I never received a school check from them I never received anything and I feel that was wrong and not fair because this been on my report for 14yrs now I cant establish any credit for my XXXX at all because of this
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: The student loan company NAVIENT calls my phone at least 6-8 times a day. I have already spoken with them on multiple occasions about this particular loan. They will NOT STOP calling and harrassing me! I have heard that there are many other people experiencing the same issue -- if I block their phone 3 that they are calling from, they just use a different #. They do not leave a voicemail, instead they continue to call every hour ON THE HOUR!!
Company Response:
State: MD
Zip: 21784
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To Whom It May Concern, I hope this email finds you well as I would like to address a most difficult time I am having with Navient-repeatedly. Public release statements from President, Department of Education and XXXX XXXX XXXX state addressing student loans : student loan payment pause, auto forbearance, no interest and no late fees. ( see attached ) XXXX Trump suspends student loan payments through XX/XX/XXXXXXXX XXXX XXXX XXXX? XXXX XXXX Original coronavirus relief bill, known as the CARES Act and signed into law on XX/XX/XXXX, helped most federal student loan borrowers by temporarily pausing payments ... executive action will automatically continue the pause on federal student loan payment XXXX XXXX XXXXXXXX : XXXX XXXX US government automatically suspended payments and waived interest on federal student loans through XXXX. Trump later moved the expiration date to the end of the year by executive order. The suspension and interest waiver applied only to federally held loans, which covered roughly 85 % of federal student loans. That included loans known as Direct federal loans, as well as PLUS loans that parents may have taken out on behalf of their children. XXXX XXXX XXXX XXXX XXXX XXXX extends student loan payment pause for 42 million borrowers amid covid crisis ... Federal student loan borrowers dont need to resume making their monthly payments until XX/XX/XXXX. XXXX XXXX XXXXXXXX XXXX Biden extends student loan payment deferrals until XXXXXXXX XXXX XXXX XXXXXXXX XXXX Since XXXX, all federal student loan payments have been suspended as part of the federal government Covid 19 response XXXX XXXX XXXXXXXX/ Even with numerous public statements, Navient continued to charge late fees XXXX interest and blatantly disregarded my request for a forbearance. Yet, Navient took it upon themselves to capriciously auto forbearance when Texas experienced power outage?! Then arbitrarily released it when they deemed fitting. In fact, Navient in an email XXXX wrote We previously granted a national emergency forbearance on your Federal student loans due to the Coronavirus pandemic. Your forbearance has expired and your account is now past due. That is most interesting as I never inquired about a Covid forbearance during this time, I was making monthly payments. After watching the aforementioned public releases, I contact Navient. To date, Navient has demonstrated cavalier, what feels like capricious servicing in deciding when a forbearance is issued and when it is retracted. In fact, they dont recognize my written request. XXXX Asking why student loans are being charged interest and late fees after the President and Depart of Education froze student loans per numerous public release statements. ( attached ) Navient responds back alleging unable to discuss specific information via email. Were able to assist you via phone, just call XXXX ( see attached ) XXXX Navient sent an email claiming you may qualify to reduce or postpone federal student loan payments I responded will Navient be recognizing and adhering to the federal student loan payment freeze including interest? ( see attached ) As a result of Navient not freezing student loan payment, interest and late fee occurring, I emailed Department of Education and requested clarity. On XXXX The Department of Education responded via email stating All federal student loans are automatically being placed in an administrative forbearance that allows you to stop making your payments from XX/XX/XXXX through XXXX XXXX. The interest rate for Federal Direct Loans has been temporarily set to 0 % starting XX/XX/XXXX through XXXX XXXX ( see attached ) This email was forwarded to Navient. A second email from StudentAid.gov specifically states All federal student loans are automatically being placed in an administrative forbearance that allows you to stop making your payments from XX/XX/XXXX through XX/XX/XXXX. The interest rate for Federal Direct Loans has been temporarily set to 0 %, starting XX/XX/XXXX, through XX/XX/XXXX. Federal Family Education Loans ( FFEL ) and XXXX XXXX owned by the Department of Education ( ED ) are also included. Defaulted loans owned by ED will not accrue interest from XX/XX/XXXX, through XX/XX/XXXX. That includes Direct Loans and FFEL Program loans owned by ED. By XXXX Navient sent an email stating we havent received a payment from you. In response, XXXX, I sent another email to XXXX XXXX ( XXXX ) and XXXXXXXX XXXX XXXX restating the email from XXXX. Requesting forbearance and interest adjusted according to recent public releases. ( Recall from above the student loans are supposed to be on auto forbearance stated publicly by President, Dept of Education and also XXXX XXXXXXXX XXXX, all of which was provided to Navient ; yet, my loans are accruing interest and late fees. ) After no response from Navient, XXXX XXXX ( XXXX ), XXXX XXXX ( XXXX ) and XXXX XXXXXXXX XXXX were again sent the email directly from Department of Education pertaining to student loan payments, interest and late fees. Requesting forbearance on the account, in alignment with the email from Department of Education. You can imagine my surprise, on XXXX to get an invoice from Navient requesting a payment for {$350.00}. That is quite a distance from the standard {$85.00} per month. On the same day, XXXX XXXX with Navient sends an email claiming you may qualify to reduce or postpone your federal student loan payments. In response, I forward to Ms. XXXX the email from Department of Education regarding student loans, interest and late fees. In the email I mention my 3rd request for a forbearance, that up to this point, is still not on the account. Navient replied on XXXX claiming were unable to discuss specific account information via email and requested I call. Come XXXX Navient arbitrarily and capricious placed my student loan on forbearance due to natural disaster in Texas. By this point of waiting hours on the phone to speak to someone with Navient, which is not realistic for anyones schedule. I sent an email to XXXX. Identified in great detail the inability for Navient to answer a few basic questions regarding the Presidents executive order, Department of Education public release statements and XXXX XXXXXXXX XXXX reports. My email included the many sources for reference, requesting interest be adjusted on my account to align with the public policy. In addition, I also supplied the advocate a historical record of where interest and late fees were being charged, which did not align with current public policy, collaborated by the email from Dept. of Education. And the most recent statement showing payment increased from {$85.00} to {$350.00} per month. Another written request for a forbearance was included in the email. Office of Customer Advocate, XXXX XXXX. Mrs. XXXX ( XXXX ) replied in an email claiming ONLY Department of Education loans are eligible for relief. She proceeds to claim my student loans are not eligible for interest waiver or automatic payment suspensions. Dept. of Education clearly states All federal student loans are automatically being placed in an administrative forbearance that allows you to stop making your payments from XX/XX/XXXX through XX/XX/XXXX. The interest rate for Federal Direct Loans has been temporarily set to 0 %, starting XX/XX/XXXX, through XX/XX/XXXX. Federal Family Education Loans ( FFEL ) and Perkins Loans owned by the Department of Education ( ED ) are also included. Defaulted loans owned by ED will not accrue interest from XX/XX/XXXX, through XX/XX/XXXX, XXXX.That includes Direct Loans and FFEL Program loans owned by ED. She continues to claim forbearance is available for borrowers who request it. I have requested in writing numerous times ; and yet, never received it. Within a day of bringing the inflated payment schedule change to Ms. XXXX attention, the following day XXXX I received an email reflecting the expected {$85.00} payment due. Up to this point, I have requested a forbearance 3x in writing and have not received it. Mrs. XXXX continues on to admit a natural disaster forbearance was applied to loans from Texas on XXXX, citing the next payment is due XXXX. Ms. XXXX prefers to send emails where they are encrypted. Due to the method in which she sends the emails, they require a computer to open them. The password protected document may not be able to be opened on any mobile device such as a phone or tablet. We suggest that you open the document with either a laptop or desktop computer. If one is not near or have available either a laptop or desktop the customer can not open the email. XXXX I responded to Mr. XXXX ( XXXX ) citing the reason I contacted the Department of Education to clarify for interpretation the Department of Education official stance on student loan repayments and who they did and did not cover. In fact, Department of Education email states all student loans. Inquired about the repeated forbearance, that has yet to be applied nor request acknowledged. Requested a forbearance. After emailing Navient the email directly from Department of Education stating all student loans, Ms. XXXX notifies me they now need to research the account. ( Recall a while back, Navient, was given the email from Department of Education a few times along with multiple URLs regarding Presidential executive orders ) To add to frustration, Navient continued to address me by the incorrect gender, after correcting them more than once. Student Loan repayments are difficult enough given the mandated lockdowns, people losing their jobs, depleting savings and trying to stay afloat. When public officials who regulate students loans from the President a nd Dept. of Education issue a written statement about student loans, is the servicer in a position to interpret what that means? So, a student loan servicer can issue a forbearance at their whim ; but disregard a customers request to get one? A payment jumps from {$85.00} to over {$350.00} in one month with little to no explanation? Yet, when it is brought to Navients attention, within days it is corrected? What if the customer had not caught it and auto paid it? Additional concerns : 1. The balance on Studentaid.gov is different than Navient is reporting. 2. StudentAid.gov shows a forbearance status ; yet Navient site does not report a forbearance status. 3. Studentaid.gov cite is not showing the late fees and interest as Navient site is assessing 4. The student loans FFELP are specifically mentioned in Department of Education email surrounding : 0 %, late fees and forbearance. These are some of the reasons, I feel like I am reading a similar story when I read the article below. It is also a reason why I know someone needs to open an inquiry into the internal operations and applying the directives of government entities. After reading this article, XXXX XXXX XXXXXXXX it feels very similar to what I am experiencing and what I am hearing.
Company Response:
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A