Date Received: 2019-09-18
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXXXX/XX/XXXX at XXXX I contacted Navient and requested a copy of the Promissory Note for the loan. I received the first piece of mail with a copy of the XXXX XXXX Application pages 1-3. Pages 4-11 explain the terms of the promissory note and no promissory note with loan amount, term, interest, repayment and my signature validating a debt owed. On XX/XX/2019 I called back requesting for the promissory note copy to be mailed and representative stated it was mailed and the second should arrive the week of XX/XX/XXXX. I did not receive this document. I contacted Navient again todayXX/XX/2019 requesting the Promissory Note and representative stated in his system only one request was submitted on XX/XX/2019 and he has submitted a second one today, XX/XX/2019 and expect to receive no later than XX/XX/2019 ( 7-10 Business Days ). I asked the representative to pull the promissory note from his system. He stated there are 12 pages including the cover page. Pages 1-3 are the XXXX XXXX Application and pages 4-11 are the explanation of terms of the promissory note. I asked representative where the Promissory Note that has the Loan Amount, Term, Interest Rate, and my signature and stated there is no document in his system. Representative repeatedly stated the XXXX XXXX Application stated the Loan Amount, the interest rate, terms and my signature. I stated each page 's information, representative confirmed. Page 1 is the Borrower 's & Citizenship information, and College Information. Page 2 is Reference information, Co-sginer and Cosigner Citizenship. Page 3 is Loan Amount Requested, Loan Options, and Signature. Navient is required to have and be able to provide a copy of the Master Promissory Note, the legal document in which you promise to repay your loan ( s ) and any accrued interest and fees and explains the terms and conditions of your loan ( s ).
Company Response:
State: CA
Zip: 92064
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This is a complaint against Navient-XXXX XXXX for malpractice in the full settlement of private student loan accounts. My name is XXXX XXXX XXXX, guarantor ( co-signer ) of the private student loan accounts of my daughter, XXXX XXXX XXXX which is being serviced by Navient. I have been paying these loans myself, being the guarantor, while my daughter is paying the federal student loans which she can only afford to pay by herself. On XX/XX/XXXX, I called Navient offering to pay the following XXXX XXXX XXXX XXXX student loan accounts : XXXX # XXXX ; XXXX # XXXX ; XXXX # XXXX ; and XXXX # XXXX. I was talking to a lady whose name I can not remember. However, I was advised that our conversation was being taped. The lady said that to settle all the private student loan accounts on this date, I need to pay the total amount of {$45000.00} by issuing a bank check which will be electronically transmitted and debited to my bank account immediately. I then issued my XXXX Bank check # XXXX for the indicated amount. ( Refer to Exhibit XXXX with an arrow pointing to the item ) After this settlement I was expecting from Navient an acknowledgement that all the student loan accounts of my daughter were fully paid. However, Navient was still sending a XXXX XXXX every month for XXXX Account ending XXXX showing balances but demanding no payment. ( Refer to Exhibit XXXX for the latest billing summary received ) On XX/XX/XXXX, I wrote Navient reminding them of the full payment of the student loan accounts and to release me from my guarantee. ( Refer to Exhibit XXXX ) On XX/XX/XXXX Navient replied in a letter ( Refer to Exhibit XXXX ) that Loan Accounts ending in XXXX, XXXX, and XXXX are closed and paid in full with a total amount of {$27000.00}. Navient also stated in the XXXX paragraph of this letter that, regarding Loan Account ending XXXX, they only received a payment of {$29.00} and not enough to pay the loan because there is still left a balance of {$68.00}. This statement is not true because the amount attributed to the payment of Loan ending XXXX would be {$17000.00} [ Check amount of {$45000.00} minus {$27000.00} ( full payment of the other XXXX XXXX XXXX XXXX loan accounts ) ] On XX/XX/XXXX, I wrote back to Navient refusing to pay any amount because the payment of {$45000.00} was agreed to fully pay all XXXX XXXX XXXX XXXX loan accounts. Navient should issue me a letter that Loan account ending XXXX has been paid in full, is closed, and I no longer have any financial responsibility to this account. The cashing of the check payment of {$45000.00} by Navient is an acceptance of the full settlement agreed by its representative. I will appreciate CFPBs intervention to this matter in my favor. Thank you very much.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have been on the interest rate reduction plan for several month to help lower my monthly payments by a few hundred dollars ( I owe {$150000.00} - which comes out to {$1300.00} a month without the plan ). When the current plan ended ( {$900.00} a month ) I called to see what my options are - and to hopefully reinstate the interest rate reduction plan. I was told nothing can be done to lower my payment to the rate it was at at that my payment would be increased {$100.00}. ( This comes out to more than 50 % of my income keep in mind ) .This is all fine and dandy but the supervisor I spoke with was extremely rude to me and made me feel bad for asking for assistance. He told me I was the one who signed for the loans and we are not obligated to help you afford your payments. He said its not my problem to help you figure out how to make the payments and your lucky you have been helped out as much as you have been. This guy was a XXXX XXXX XXXX and the 45 min call was no help to me. I told him I would call back and speak with someone else. He is right it is not his problem to help me figure out how to afford my payment but when they are taking 50 % of your income they should be willing to work with you. Its just not realistic for them to ask for such a huge portion of your income. I work full time making decent money and also have a second job to make ends meat ... just so I can pay these RUDE people. I am a victim of predatory lending - I signed for these loans when I was just XXXX and didn't understand the consequences of borrowing money to got to school. There needs to be some relief for borrowers so we can have some quality of life before we work our self 's to death trying to pay off our student loans!
Company Response:
State: OH
Zip: 44070
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: There's several things that have happened ... A few years ago I didn't have to pay my student loan debt because I went back to school for XXXX at XXXX XXXX in GA, they never said anything to me for years, never tried to get into contact with me AT ALL, then just a few months ago, I get an email from Navient, a company I've never even heard of, that I am 3 months late on my student loan payment ... Where did this even come from I wondered, they NEVER tried contacting me telling me they were going to start charging me again on my student loans ( I also doubted whether they were a legitimate company, but upon research I learned they are and they took over the old company from a few years ago ) - So ... I call them, this was back in XX/XX/XXXX/XX/XX/2019 I can't remember the exact date, trying to explain I can not afford these 3 months you never told me about, and I can't even afford the XXXX monthly payment ... The lady on the phone was EXTREMELY rude, nasty, disrespectful, not trying to help me in the slightest. She then tells me if I do not pay this off or set up a forbearance they will damage my/and my cosigners credit by reporting me ... So I had no choice, I was FORCED to set up a forbearance which upon further research after the fact is not something I should've done even though on the phone they made it sound like it was just fine ... So I set it up she told me that somebody will call me in XX/XX/XXXX when the period is over and they will try helping me out ... - It is now middle of XX/XX/XXXX, never received that call, but I certainly found something in my mailbox ... A letter with an already charged amount of a XXXX due, plus a XXXX of accrued interest ... My head is now spinning, I CAN NOT AFFORD THIS, I was hoping they would have called me to help lower the payment amount like the lady told me! So when I had enough free-time to call them, which was today XX/XX/XXXX ... I talked to XXXX XXXX, I can't tell if this was the same lady I talked to a few months ago, but it really seemed like it, I was also met with the same disrespect and yelling and just a complete lack of assistance, and once again they wanted me to go into a forbearance ... this is RIDICULOUS I tell them I can not afford this and they ask for my income, which I give but they never ask for the other bills I have to pay ; it is a terrible process! Of course when I say how much money I make per month it sounds like I can afford it, but when you live on your own and have car payments, groceries, rent, utilities, insurance, etc. to pay when you do the math which I did, you will see I CAN NOT afford it, I literally can not, and instead of trying to set up a payment per month that I can afford they just want to force me into another temporary forbearance ... I googled around and I see Navient has several lawsuits under their name ... - " Failing to guide borrowers to enroll in income-driven repayment plans Steering borrowers into forbearance, which causes interest to accrue and delays paying off debt Providing wrong information about cosigner release Processing payment incorrectly '' I have so far dealt with the first two problems ... this is unacceptable ... Please help I got off the phone with Mrs XXXX, going to try calling them tomorrow or when I can to talk to a difference person, and seeing if they can help me, but at this point I doubt it, I am forced into another forbearance so that my credit and my mothers credit isn't destroyed ...
Company Response:
State: NY
Zip: 11554
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: I have a couple of different loans through the loan company Navient, any time my payment is more than a few days late, they begin calling. They call from a variety of numbers, from various area codes. It hasn't been bad, until today, when I received Eight calls in a 24 hour period ... I would argue that it is harassment. I have since blocked their number, and tried to call them regarding the number of calls. They were closed, but the time I called them back. They have left voicemails in two of the last 8 calls. I'm curious if this meets the standard for harassing phone calls. Thank you.
Company Response:
State: ND
Zip: 58102
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Back in XXXX, I began school. I took out a private loan in the amount of {$13000.00} and in XXXX, another one in the amount of {$16000.00}. Both through Sallie Mae. I started paying my loans back in XXXX. In XXXX, Sallie Mae gave my loans to Navient. I have made every payment, on time, every month, for the last 9+ years. Not only have I already paid my original balance, but my current balance is still over $ 30k. How is this even possible?? Since then, I have tried multiple times to release my mom as my cosigner, I have tried multiple times to try to get my payments lowered, and I have tried multiple times to get an interest rate better than the " variable '' rates of 13 % and 11 %. Every time I call, I am passed around to different departments, none of which is capable of helping, my cosigner release keeps getting denied, but I can get information why. I cant get a better rate because " variable is what I signed for when I took out the loans '' so there is nothing they can do to help. They cant even tell me what qualifications I need in order to get a lower interest rate. I have been stonewalled every step of the way. Upon a quick chat with Sallie Mae today, they informed me they not only have no record of me ever getting a loan through them, but if I did have private loans, they would not have been sent to Navient. I can't get information from Navient for anything and if I could afford it, I'd hire a lawyer to investigate this further. I'm at a loss right now..
Company Response:
State: AK
Zip: 99515
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I started paying my consolidated loan with Sallie Mae in XX/XX/2003. I began paying based on my income. I asked at that time if this consolidation would help me get the XXXX Loan Forgiveness. They said as long as I made income-based payments and made them on time. My loan was moved to Navient. I continued to certify every year my income and make my payments based on 15 % of my salary. I am XXXX years old and going to retire. I applied for the XXXX Loan Forgiveness, and they said I didn't qualify because of a Parent Plus Loan that was consolidated. I kept trying to find information, but could not get any answers. I applied again and was told that I do not qualify. So I had XXXX XXXX look into my loan repayment options. They told me I had to apply through XXXX for a new consolidation, and work 10 more years in a public service job. I called XXXX and they put me through to the XXXX who said that although my loans don't qualify, public service loans are forgiven after 20 years from any lender and I should call Navient and find out how many more payments I need to make after paying for 16+ years. I called Navient and they said that they do not do XXXX Forgiveness, or any public service forgiveness, that none of my 16 years of payments qualify, and I would have to consolidate through XXXX. She said that my loans are FFEL loans through the government, and they do not qualify. I asked what the difference was as they came from the government and she had no real answer. I asked why none of this was explained 16 years ago, and she was SO VERY SORRY. I did ask if the loans would be discharged upon my death and she said yes. I think that this is criminal. I have worked for 24 years as a XXXX XXXX XXXX in a rural community at extremely low pay. My loans are now in excess of 100K because of deferments, and income based repayments. And I have no way of ever repaying this loan, all based on lies from the loan servicer ( Navient ) and the Federal Government.
Company Response:
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2019-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: My loans are serviced by Navient. At one point several years ago, one of my payments was late, according to Navient. I have been enrolled in an IBR program which sets my monthly bill at a specific rate. At some point following the late payment, yet not immediately following it, they assessed a late fee to my bill and so I paid it. The late fee remains still in subsequent bills and I called the company who told me that it would not go away because the amount I pay doesn't cover the interest, and that is policy. The customer service person ( XXXX ) assisted me in using the custom pay feature to pay only the regular charge, even supplying me with the specific amounts for each loan and instructed me to call Navient the following day to specify that I wanted the payments allocated in this way. I didn't understand it, but followed directions. I called back the next day and, coincidentally, the same customer service rep answered ( XXXX ) and proceeded to tell me that no, I couldn't actually do that. I was then assessed an additional late fee due to the misinformation. My complaint in that case led to the removal of that late fee, but not the original one. It is clear that Navient dislikes the IBR terms and is using policy to exact more money. A late fee should not equate to changing the terms of my monthly amount..
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2019-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Multiple loans with Navient reported as delinquent when paperwork was filed explaining job loss. Loans should have been in forbearance during XX/XX/2018 through XX/XX/2018 as I had submitted paperwork to Navient explaining I was receiving unemployment and could not afford to pay my loans during this time.
Company Response:
State: IN
Zip: 46060
Submitted Via: Web
Date Sent: 2019-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: on XX/XX/2019 I received an email from XXXX XXXX explaining that the 1 % rate reduction payment plan that I was already struggling to pay was coming to an end. The email suggested that I contacted Navient to see about an extension on my plan. It also highlighted that If " your new minimum payment is not within your budget you may qualify for a rate reduction plan extension. '' I immediately called to speak with a representative. I explained that my income had not changed and that I actually had taken on greater expenses since becoming a new mother. I explained that although I'd luckily maintained my $ XXXX/monthly payment It was a tremendous strain on my finances but I was willing to continue that payment until my situation had changed. The representative denied my request stating that my payment would increase to $ XXXX/month because the rate reduction plan is the only option available for private loans and it is intended to be a step up program. The purpose of this program according to the representative is to get me stepped up to the original loan payments of $ XXXXmonth. I explained that this was near impossible with the amount of income I bring in. They refused to go over my expenses and basically told me that I had no other option but to pay the requested amount. Trying to maintain my loan payments ; I have lost my car, received several eviction notices, and forced to work 2 jobs with a XXXX year old child. Navient is the worst student loan organization I have ever known. They have no programs fit for those who are really experiencing a financial hardship. I have been determined to maintain my payments and I have not attempted to deny my responsibility, however, Navients insensitivity and disinclined ability to work with you is completely in-humane and unbelievable!
Company Response:
State: AL
Zip: 35126
Submitted Via: Web
Date Sent: 2019-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A