Date Received: 2019-10-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This website would not allow me to enter the correct school that I attended. The name of the school is XXXX XXXX XXXX XXXX, the name of the school changed to XXXX located in XXXX, Nebraska. THE COMPLAINT : On Friday, XX/XX/2019, at XXXX XXXX ( CST ) I called Navient and spoke to a representative named XXXX operator Id XXXX or XXXX, I asked the representative to simply send me an income driven repayment form by mail or email as I have done previously and had no issues with other representatives sending me the requested form. XXXX told me that he could not send me the form by mail or email, I made several attempts to get him to do his job and just simply send me the form, he refused. XXXX began to tell me to call some other number to receive help. I requested a supervisor, XXXX then told me that I didn't need to speak to a supervisor because he would send me the form. I requested a supervisor a second time, he then told me that he would need to place me on hold for 3 to 6 minutes while he located his supervisor. XXXX returned to the line after several minutes and told me that he sent the form and he attempted to rush me off the phone, I asked him a third time to speak to a supervisor, XXXX proceeded to tell me that he was not going to get the supervisor because I did not need to speak to one since he decided to do his job and sent the form. I requested a supervisor a fourth time, he informed me again that he would need to place me on another hold to locate the supervisor. Several minutes later a representative by the name of XXXX operator id XXXX identified himself as the supervisor and informed me that XXXX told him the reason he refused to send me the form was because he tried to make sure that I qualified to receive form and that I refused to provide him with the information needed to verify that I qualified to receive the form, this is a lie. I informed XXXX that if he listens to the call he would see that XXXX was not being truthful. XXXX then informed me that he would listen to the call, he then told me that the poor customer service that I received from XXXX does not affect me in any way, this is also a lie. I informed XXXX that the level of customer service that I receive does affect me, and that comments like that lead me to believe that he is not going to take this issue seriously. I asked XXXX who could I file a complaint with and he replied " I don't know what number you are looking for but all I can give you is the Navient customer service number. '' The number I called to reach XXXX. This type of customer service is unacceptable. That agent refused to do his job and escalated a situation that could have been resolved without a supervisor. Please review the call between XXXX and I, and XXXX and I, to ensure that we the consumers are receiving the highest level of customer service possible. I no longer trust any of these representatives to do their job, I do not believe that XXXX sent me the correct form, I do not believe that XXXX will properly review the call based on his bias comments, and I do not think anyone in the company cares about the poor customer service that Navient is providing. I never want to have to call or deal with Navient ever again in life, these representatives and supervisors are a true disgrace. Navient should really clean house if they care about the consumer in any way, in the meantime I will find a way to get my loan transferred to another company, at this point anybody has to be better than this.
Company Response:
State: NE
Zip: 68104
Submitted Via: Web
Date Sent: 2019-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-19
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have a private student loan through Navient that I took out in 2007. This loan was taken at a time where I had no idea what I was really signing, nor did my parents. It started at just over 22,000 with an adjustable interest rate. The rate is currently 11.6 percent with a balance of XXXX. I have been making payments with the help of my cosigner through a rate reduction program because I am barely making monthly expenses. This loan has been rather difficult to deal with and none of the policies seem to be consistent from call to call. I would receive a bill for XXXX and the company would automatically pull XXXX, at another point the bill was XXXX and the company was pulling XXXX. Due to the confusion and lack of explanation in XXXX, I requested a copy of the note, to see the terms because I couldn't find it. The company was never able to produce it or explain what was happening. I just received a series of letters stating they need more time along with detailed payment history. I was up for a renewal of my low-income program and was refused. They said both my and my cosigner 's credit rating were too high so I wasn't at risk of default. They assured me my only option was refinancing through XXXX. I was rejected for being low income and realized then that Navient owns that company which would keep make it against their best interests to refinance and lower my interest rate. I contacted an attorney but he said I could maybe win but that would be tied up in litigation so long and with so much expense that he wouldn't take it nor did he think it was worth doing.
Company Response:
State: CA
Zip: 90501
Submitted Via: Web
Date Sent: 2019-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I received my XXXX XXXX in XXXX XXXX in XXXX, XXXX. I am now a XXXX XXXX XXXX. I applied for an Economic Hardship Deferment in XXXX of XXXX online and was waiting to hear back in case Navient needed more documentation. However, I never heard back, and I called to double check that everything was good and the deferment was approved, and they told me it was being processed. The representative also had told me they would contact me if they needed anything further, In late XXXX of XXXX, I was trying to figure out a faster way to pay off my student loans owed to Navient so I would be able to pay down my balance. So, I applied for a Home Equity Loan ( and got pre-approved, my credit score was XXXX ) to pay Navient around half of what I owe. I checked my credit score a week later in XX/XX/XXXX, and it had gone down over 200 points. From XXXX to XXXX overnight. It showed that Navient had put in 10 accounts that said I was 90 days late. I was mortified, and was told my a Navient Representative that my deferment was approved back in XXXX of XXXX. At that moment, I cried and thought my credit would be ruined forever and I still am in absolute shock and turmoil over what this has caused me and my family. I have worked so hard to pay what I owe and had very good credit for years prior to this horrible situation. This error is not my doing and this error is on Navients part. I filled out the appropriate paperwork in XX/XX/XXXX, and a representative that I spoke with on XX/XX/XXXX said no one had ever processed my Economic Hardship Deferment way back in XXXX of XXXX. I was told to send this letter to explain my situation and how I was wrongfully put in the credit bureau, so this can be corrected. I work with XXXX XXXX XXXX every day, I pay all of my debt every month, and I have worked for years trying to build up my credit because I knew I would have student loans to pay off. I have nothing negative in the credit bureau before Navient made this life-altering error. I have sent two letters ( one letter in XX/XX/XXXX and one letter in XX/XX/XXXX ) to Navient explaining their error, and they have yet to respond. I have graduated with both, a XXXX and a XXXX XXXX. I want nothing more than to pay my loans back, but I can not begin to become financially available if my credit is ruined for Navients error. My FICO score, XXXX, XXXX and XXXX credit bureau have all been effected significantly to the point where I have lost over 20,000 dollars in credit thus far. Please help me correct these errors against me as soon as possible so my credit is no longer wrongfully negative. Thank you for your time with this matter. I would never be irresponsible, and I assure you that I was not in error, Navient was at fault 100 % and my graduation and credit is proof of my responsibility. If you have any questions or need further documentation, please let me know. Thank you again.
Company Response:
State: IN
Zip: 46619
Submitted Via: Web
Date Sent: 2019-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Summary Points : 1. Navient ( student loan servicer ) provided me with erroneous information on multiple occasions indicating that I was not eligible for public service loan forgiveness ( PSLF ) ; 2. Based on the incorrect information I received from Navient, I did not pursue PSLF ; 3. I subsequently discovered Navient provided me with misinformation and that I am in fact eligible for the PSLF program ; 4. I have made 47 ( totaling nearly $ 35K ) payments on my student loans while employed by an PSLF-eligible employer, but only 9 payments have counted towards ( please see attached payment history and employment verification forms ) PSLF program goal of 120 payments. This is because Navient gave me erroneous information, steering me into a PSLF-ineligible payment plan under the faulty pretense that I am not eligible for PSLF. As it turns out, I am in fact eligible and the 47 payments I have made so far meet or exceed what I would have paid under a PSLF eligible plan ; 5. I ask that all 47 payments ( as of XX/XX/XXXX ) be accepted as qualifying payments as : ( i ) I have paid as much money as I would have under a PSLF eligible plan ; ( ii ) my loan servicer improperly maneuvered me into entering a PSLF-ineligible pay ment plan using misrepresentations ( whether intentional or not ) ; and ( iii ) all of these payments were made while I was employed full time by a PSLF-eligible employer. I am an XXXX XXXX XXXX ( XXXX ) Veteran who served in the XXXX and was XXXX to XXXX as a medic in XXXX. I served my country for many reasons, one of which was the promise of financial help with college. This was a very attractive incentive for me as I come from a family with modest means. I was the first person in my family to be awarded a professional degree and navigated the process of applying and then paying for higher education on my own. The cost of professional school easily consumed all veteran benefits available to me ( GI Bill, State and Federal Tuition assistance programs ), thus federal loans became the only path through which I could afford higher education. During my professional studies, I unexpectedly I found myself caring for my father after a XXXX attempt as well as my oldest brother after he XXXX XXXX at a XXXX XXXX and was then out on XXXX ( my brother unfortunately subsequently XXXX of an XXXX XXXX, highlighting another major catastrophe affecting our country ). I was happy to be able to support my father and brother during some difficult life circumstances but as I was myself a student at the time, this caused me to rely more heavily on federal loans, increasing my debt burden substantially. After graduation, I found myself with significant student loan debt but rather than entering a high paying job in the private sector, I chose to pursue further training in mental health pharmacy so I could go down a career path of helping veterans who have suffered worse than I. During this extra training my loan interest compounded. All of my personal and professional experiences detailed above have shaped my career path and goals and I now work with veterans who have experienced XXXX XXXX XXXX ( XXXX ) and on XXXX XXXX XXXX in an effort to combat the unfortunate XXXX XXXX that is affecting so many families across the country. I write today to draw attention to a student loan issue that affects me and so many other student loan borrowers : the mishandling and misrepresentation of the PSLF program. The PSLF guidelines state that if you are employed full time by a qualified public service employer, then you need to make 120 payments in a specific repayment program to have your loans forgiven. In theory, it is a great opportunity for those who chose to work in a public sector job ( which in many cases means foregoing the higher payments of the private sector ). The flagrantly mishandled execution of the program, has left me with a sputtering launch into my adult professional career and family life. Navient incorrectly told me that my loans were not eligible for PSLF due to a payment that I had missed in XXXX. Navient relayed this to me in XXXX. My loans were deferred from XXXX while I was conducting training, though during this time the loans still accrued interest. My original loan amount was {$760000.00}, but as of XX/XX/XXXX, I owe {$91000.00}. I have made 47 payments totaling {$34000.00} since XX/XX/XXXX with a negligible impact to the principal loan balance. All of my 47 payments have been made while employed by an eligible PSLF employer. The attached employment verification forms cover all years where payments were made. My employers include the XXXX XXXX XXXX XXXX ( XXXX XXXX ), the XXXX XXXX XXXX, and the XXXX XXXX XXXX. All of these employers are eligible for my payments to qualify under the PSLF program. As you can see in the attached information, the amounts paid in the ineligible payments are roughly the same as the amounts paid in the eligible payments. All payments consistently range between $ 600-800. The Implementation of the PSLF program needs to be reformed to make it more student friendly, aas Congress intended it to be. One way to accomplish this is to credit all payments as qualified PSLF payments that borrowers make while employed by an eligible employer. In this manner, the deceptive steering of borrowers into non-qualified payment plans can at least be attenuated, if not eliminated completely.
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2019-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I wasnt given correct information about my loan and fees and how payments will be I am having multiple Payments taken out of my account and not really sure what pays what. The login provides no clear info. I feel like the amount is higher every time I login even though Im making payments. In the beginning my credit was effected because I Wasnt informed of payments.
Company Response:
State: CA
Zip: 91402
Submitted Via: Web
Date Sent: 2019-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I graduated from the University of XXXX, XXXX finishing my XXXX in XX/XX/XXXX. I had over {$110000.00} in student loan debt at the time of graduation, both Private and Federal loans. At the height of the financial crisis, I was laid off on XX/XX/XXXX. Having a hard time making ends meet, I contacted Navient for help. They never once offered me a better payment plan, such as an Income Based Repayment option. They pushed me towards setting of a forbearance on my loan. I was unemployed for over a year, in which the accrued interest continued to build on my loan. Ever since XXXX, I have been back to paying my student loans. In XXXX, I ran across other people in situations like me, and found out about the Income Based Repayment option. Navient not once assissted me in repayment options, only forbearance. Now we sit here in XX/XX/XXXX, and my student loan debt is over {$200000.00}! I pay over {$1100.00} per month now, and my total loan principal decreases about {$100.00} per month! This seems incredibly unfair that my {$110000.00} student loan debt is now over {$200000.00}, with no end in sight. I feel like Navient did a disservice to me and pushed me towards a forbearance, which put me into this situation. Please help!
Company Response:
State: CA
Zip: 90621
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: This is my second complaint with Navient. I feel like I am out of options. Navient acknowledges that I am totally and permanently XXXX. My federal student loans have been discharged through XXXX discharge. Navient has adjusted the interest rates on the loans taken out before what they consider my date of XXXX, but not the one taken out a few months later. Currently, as they are aware, my only source of income is SSI, which is {$770.00} a month, and which I will start receiving XX/XX/19. My monthly Navient payment, despite the " adjustment '' is {$240.00} pet month. This is 31 % of my already low income, so you can see how it is impossible for me to pay and still survive. My condition is not expected to change in the future ; I will never be able to pay {$240.00} a month. I have been in forbearance for months, borrowing the {$150.00} to keep them off my back, but I have no more forbearance time and they are calling every hour. I'm also pretty sure it's a robocall, because it takes a minute after I saw " hello '' for it to connect to a human, but that's a whole other issue.
Company Response:
State: OK
Zip: 73012
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
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 have been having issues with Kentucky XXXX XXXX and my credit report. Recently ( this year ) they updated my credit report with late payments from back in XXXX XXXX and I WAS STILL IN SCHOOL! These late payments are impossible when I have been in school since XXXX and I recently graduated ( this year ) I was not supposed to be making loan payments and the representative made it seem like they would handle payments deferred while I was in school. Now I have derogatory accounts showing up and it is only from school loans when I WAS IN SCHOOL! I want these accounts updated because they are affecting my credit score
Company Response:
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I apparently was in default back in XX/XX/XXXX and XX/XX/XXXX, and before I became aware of the default my student loans were once again transferred to another company and I didn't have any clue who my new creditor was. I barely found out about my new creditor was Navient and the default on XX/XX/XXXX. Also on a side note my loans were suppose to be in deferment since I was a full time XXXX. I then called Navient to discuss the 6, 120 day late payments on my credit report. They said I was obligated to pay even though my deferment should have rolled out until XX/XX/XXXX. I told them I did take the summer off of school but starting in the fall I would be back in school at least half time, so my loans would go back in deferment. One lady from Navient then told me that once the school sent there information to them I would be placed in deferment and the deferment would be back dated to the month I became in default and the late payments would be removed. One month later Navient received the information from the school and my loans were put into deferment. After checking my credit report I saw the late payment status/derogatory still as my status on my credit report. I spoke with another Navient representative about how can I remove the late payments so my credit score wouldn't be damaged since I was trying to buy a house. She informed me that since I was in deferment the late payments would no longer be in effect but they report at the end of each month to the credit bureaus so it just hadn't been updated. I called again a month later and spoke with another representative and asked her how much do I need to pay to get the late payments removed from my credit report, she told me I do not owe anything and the late payments had already been processed so she couldn't do anything about it. Which I waited two months from being told by a representative that they would come off to being told I couldn't pay the over due amount I owed to remove the late payments. I have never heard of a creditor refusing to take payment that was around {$850.00} to help pay off the overdue balance and fees that I owed. I do not feel that I was ever informed properly about my student loans and the policy of deferment for a student that has to have a half time or full time XXXX status to qualify for deferment.
Company Response:
State: TX
Zip: 78666
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans through Navient keep getting put in " Administrative Forebearance '' and interest keeps compounding. I have been paying these loans for close to 20 years which included wiping out a XXXX 4O1K retirement account to keep up on these loans. It caused a bankruptcy as well. Now I have the means to pay them off but the Forebearance interest is lowering my credit score monthly as that loan, I can not make payments on. I have tried to negotiate a settlement with Navient and was told by them that while they are being sued, they can not settle any loans. So now I am stuck with a loan that has compounding interest that I can't make payments on.
Company Response:
State: FL
Zip: 33351
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A