Date Received: 2020-05-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XX/XX/XXXX, my wife and I consolidated our Direct Federal Student loans into the Federal Family Education Loan Program managed by Sallie Mae shortly after we married. Since XXXX, we have paid {$100000.00} toward the loan disbursement of {$100000.00}. Unfortunately, we still have a loan balance of {$110000.00}. I have been working in XXXX XXXX since XXXX. In XXXX, I learned about the Public Service Loan Forgiveness program and contacted Sallie Mae at that time inquiring of what I needed to do to qualify. I was told I needed to enroll in income-based repayment plan and make 120 payments. I enrolled in IBR plan in XX/XX/XXXX, despite seeing an increase in my monthly payments, with expectation of having my student loans forgiven in XXXX. I have since had monthly payments directly debited from my checking account every month WITHOUT missing a single payment over the last 9 years. Fast forward to present and I recently learned the FFELP joint consolidation loan my wife and I have is not eligible for PSLF program, despite us both having Federal Direct loans that would otherwise qualify for the program. I applied for Direct Loan Consolidation with XXXX in order to qualify for PSLF and received notice this week that my application was denied because the FFELP joint consolidation " may not be included in a federal student loan consolidation ''. I reached out to Navient and again told FFELP and joint consolidation loans are not eligible for PSLF program. What's really sad is we are literally " stuck '' in this FFELP loan. At this point, we have no options to allow us to refinance. This is an issue that needs to be addressed ASAP. Any help you can provide in getting this fixed will be greatly appreciated.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: On XX/XX/2020 and XX/XX/2020, got calls from XXXX ( XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX saying that I qualified for federal student loan forgiveness. They said they were with " XXXX XXXX XXXX XXXX '' and that I was eligible for federal loan forgiveness. They asked for general contact information, including date of birth, at which point I hung up thinking it was a scam.
Company Response:
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Remarks were added to all 10 accounts in response to my student loans being placed in an automatic forbearance due to the CaresAct. My credit score was drastically affected by this action. Credit scores were improperly damaged when their federal student loans were paused due to the CARES Act. Under the CARES Act, all federal student loan payments are paused as of XX/XX/2020 until XX/XX/2020. As a result, borrowers are not required to make federal student loan payments. Further, borrowers who do not make payments should have no impact to their credit score. Despite this law, my credit score was damaged anyway. I contacted the loan service company ( Navient ) who stated that they did not make any changes to my loan account. I am not past due on any of the ( 10 ) student loan accounts listed. They are unable to explain the drastic credit drop at this time. Also contacted the credit bureau directly and they advided me to write a letter submitting a complaint. A letter was written and submitted to them as well.
Company Response:
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: My husbands student loans were paid in full in XXXX of XXXX. We received a letter in XXXX of XXXX from Navient that his student loans were paid in full. In spring of XXXX we started receiving calls from XXXX XXXX stating that he still owed over {$5000.00} on his student loans. Our bank provided us with copies of the cancelled checks which we and both the bank had mailed to them. We also emailed them along with the letter from Navient showing that that they had been paid in full. I contacted them to see that they received the copies of payment and they told me it could take up to 2 weeks to make a decision. I received a letter from Navient showing a copy of our payment history. Nowhere in this history did it show the pay off in XXXX of XXXX. We received another letter from the Department of Revenue that the Department of Education had taken our entire XXXX tax refund ( {$5000.00} ) to pay off my husband 's student loans. We then received another letter from Navient that stated we still owe $ XXXX dollars to them. When we call Navient either they mysteriously can not find our loan or tell us it has been paid off. The bank had informed us that it is still showing on my husbands credit report and they know it has been paid because they sent the payments to Navient. I have exhausted all efforts and my next step is to contact an attorney if this can not be resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 478XX
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days and I have not received any investigation results.
Company Response:
State: MS
Zip: 393XX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: Debt Collector Navient Keep getting annoying phone calls. I sent a letter to them on XXXX XXXX and still getting the annoying calls. The calls will be at least three to four times a day.
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My complaint is about Navient, the company that manages my daughter 's student loans. She has a total of six. She pays three, and my husband and I pay three. I have previously complained about this very same problem and received help from your agency. My complaint was # XXXX, This complaint was in XXXX of this year, and has since been closed. The company consistently misapplies our payments. Following our complaint in XXXX, Navient staff had a meeting and supposedly came up with a solution. They gave us a new account number to use for payment, and I changed our banking information to direct the payments to that new account. We have never ever been in arrears on this account, and continue to pay on time. They claimed in their response to your agency that this problem was due to a wrong address, which is nonsensical, as this is an automatic electronic transfer of funds, using this marvelous invention called the internet, in which zip codes are not used. This problem has gone on for ten years. Ten. The case has been assigned to their Office of Consumer Advocacy for about 8 of those 10 years. My daughter, who doesn't trust Navient as far as she could throw them, checks the account frequently. She discovered that payments this month has been misapplied yet again, and made it look like we were late in paying. She emailed the woman assigned as our " advocate '', and got a response. The woman has NO idea why this happened. She apparently took a few days off from work. Prior to the " new account '', she literally manually fixed the payments every month. Whenever she took time off, we ended up going to collections, for an account that was paid on time and fully up to date. Nuts, right? So today I looked at the accounts. It appears that the " fix '' fell apart in XXXX, after supposedly being put into place in late XXXX. It looks like the " advocate '' has been manually correcting the payments again, and then she took these days off from work, and the whole rig fell right apart again. I suspect that anytime now, the harassing nasty calls from collections will start up, despite the accounts being paid on time. Indeed, they are overpaid, as we send more than the necessary amount each month. Maybe it's me, but this makes no sense whatsoever. There was supposed to be a fix. The woman assigned to our accounts as our " consumer advocate '' told your agency and us that this was all set, and she is clearly mistaken. She told me in an email this morning that she goes into the accounts daily to check, so she obviously doesn't trust the fix either and/or knew that it had fallen apart and chose not to fix it for real or to notify us. Her name is XXXX XXXX. I have researched ways or places to file complaints and/or seek help with this today. Here is something wicked odd : supposedly I can seek help from an ombudsman, but guess who the ombudsman contact for Navient is? It's Navient 's office of consumer advocacy. Guess where XXXX XXXX works? Hmm, the office of consumer advocacy for Navient. So, apparently, I am already working with an ombudsman, and they are utterly useless, crooked or stupid. Please help us. This literally has gone on for ten years. It is totally unacceptable, unethical and intolerable. Whatever you did in XXXX made them actually meet to see if they could fix it, unless Ms. XXXX lied about that. Please, please help. Thank you so much.
Company Response:
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am filling a complaint because my Navient student loan was recalculated without my consent in a manner that I believe to be illegal. Additionally, the communications I received directly from Navient concerning forbearance proved to be misleading and unnecessarily confusing. This is especially disheartening as I am ending the end of my loan and have never missed a payment in over 30 years. On XX/XX/XXXX, the State Government of Ohio declared a shut down due to coronavirus. At that time the President of the United States informed the public that the interest rates on federal student loans would be 0 % and student loan holders were advised to call their lender if their employment was affected. XXXX XXXX XXXX officially closed routine medical care practices on XX/XX/XXXX leaving me, a XXXX XXXX XXXX, out of work until the opening on XX/XX/XXXX. I called Navient on XX/XX/XXXX to inform them that I was out of work dut to Covid-19 shut down and that my ability to make payments of {$540.00} could possibly be affected. The Navient representative told me that I did not qualify for 0 % interest, but I could still make payments. I made it abundantly clear that I did not want to do anything that changed the terms of my loan. This representative assured me that my loan terms would not change. I have enclosed my account summary information that confirms a full payment of {$1200.00} well in excess of the {$1000.00} due for the month of XXXX. Despite this, I received notification that my loan balance had increased by {$4600.00}. After receiving this notice I immediately called to have forbearance canceled. This request was ignored. I have since received correspondence stating an increase in payment from {$540.00} to {$570.00} until XX/XX/XXXX. Upon questioning Navient, on XX/XX/XXXX, about the increase in payment and failure to cancel forbearance I received a strange answer. I was informed that the payment increase was due to a miscalculation between Sallie Mae and Navient that occurred during a transition between the two companies in XXXX. This is simply not an acceptable response and I am requesting my loan terms be restored to their pre-crisis level.
Company Response:
State: OH
Zip: 45066
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a XXXX XXXX XXXX XXXX veteran of the XXXX and I was approved to have all my student loans discharged through the XXXX discharge process on XX/XX/XXXX through XXXX. I had 15 loans in total, 11 loans have been discharged and reported to the credit bureaus and taken off my credit report. However, 4 of these loans have not been discharged that were included in this XXXX process. I have called XXXX several times and they keep saying it is nothing they can do and to contact Navient the servicer on these loans. I have called Navient on XX/XX/XXXX, I spoke with XXXX and was told to check back in 7-10 business days and the loans would be discharged. That did not happen. I called Navient back on XX/XX/XXXX and was told that XXXX the guarantor had requested information and the information requested was sent back to XXXX and they were waiting on the payment for the claim from XXXX. The loans are still waiting to be discharged. I called Navient back today XX/XX/XXXX. I spoke with XXXX a customer representative and explained the situation and she transferred me to Ms. XXXX in the claims department and I explained the situation again and she put in an expedited ticket to the process dept to find out why these loans have not been discharged. She ( Ms. XXXX ) stated this would be the 4th time this has been sent to the process dept. XXXX, XXXX, and XXXX have these loans discharged, Navient is the only one that is not accurate and keep giving me the run around instead of having these loans discharged and reported to the credit bureaus as such. I am looking to have these loans discharged as they were approved to be discharged. This whole process is exasperating my XXXX. The guarantor XXXX ( I spoke to XXXX ) stated that on XX/XX/XXXX 3 of the 4 outstanding loans were paid and the last loan will be paid on XX/XX/XXXX. We also placed a conference call to Navient so they can get the information firsthand from the guarantor that the loans have been discharged. I have been told that I must wait until XX/XX/XXXX to get an answer from the expedited ticket. I should not have to wait another day to get answers or the loans discharged. I have uploaded the loans in question from Navient, the payment history on the loans, and the letter from XXXX stating my student loans were approved for discharge. I am seeking help to get these loans discharged through Navient.
Company Response:
State: MD
Zip: 21220
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Navient Solutions Inc. is claiming that my son ( the student ) co-signed for the Sallie Mae private parent plus loan which he did not. I have requested a copy of all documents pertaining to loan # XXXX and have not received any documents.
Company Response:
State: VA
Zip: 23464
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A