Date Received: 2019-02-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Although I have been paying on my student loans since XXXX, I've noticed that the balance of same has not gone down that much. In XXXX, I filed for chapter XXXX bankruptcy ; however, my Navient student loans were included in the repayment plan. Since the discharge of my bankruptcy in XXXX, I have continued to pay on time, the full amount of the loan. During that time, I noticed that the loan payments were broken up and then without notice, they were added back together. This, in my opinion, was in an attempt on Navient 's part to charge more interest. Since XXXX, the amount owed for my student loans has barely changed. I addressed this with the customer service and was only told that the interest is charged up front.
Company Response:
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I'm the cosigner for my daughter. She had gone thru some medical issues and was laid off. My financial status has changed drastically being XXXX. An injury from work. I tried to work out a settlement which they agreed I could lock it in with a parent pay out. Then daughter take over payments she could afford. Mrs XXXX was such a unprofessional person to deal with at times felt I was being scammed and harassment didn't end. I'm filing chapter XXXX unfortunately. We would come to terms but shed never put it in writing so I'd tell her I'm not comfortable she was exstremely mean I saved dates and times and shed deny talking. So I told her till I get settlement in writing I'm not moving forward .she also bullied my daughter made her cry she was so mean thank you for your, help XXXX XXXX .
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am in the PSLF program with XXXX and I requested that Navient revisit my loan payment of XX/XX/2012 as they report it as short. Sallie Mae took over my Direct Loans without my approval inXX/XX/2012. In XX/XX/2012 I received a bill for {$1200.00} that did not reflect my Income Based payment plan that I was on with Direct Loans. I called to have my bill recalculated based upon my income and I was eventually told my new payment would be {$390.00}. The representative also stated my first payment would be due on XX/XX/XXXX so I made my payment early on XX/XX/XXXX. The following month I received a bill for {$410.00} and paid it in full. The next month it dropped to {$400.00}. I have found out through XXXX that this payment does not count toward my 120 payments because the payment was not for the full amount. I can only assume the customer service representative only saw the payment for loan # XXXX and did not include Loan # XXXX. At the time I was not aware they were separate loans. I paid the amount she instructed me to. As you can verify from my payment history I have always made my loan payments in full and on time. I made my payment in good faith for the amount I was told was due. Obviously if the representative would have told me to pay an additional {$12.00} I would have done it. Unfortunately they did not provide a written statement reflecting the new amount due so I made my payment based upon their employees verbal statement of the amount due. I have submitted documents proving my case. Document 1 shows the original payment due of {$1200.00}. XXXX that did not reflect my correct IBR plan. Doc 2 clearly shows my payment of {$390.00}, no amount past due, and a XXXX payment due of {$390.00}. ( apparently this was an additional statement error that was then changed to {$410.00} ). Again I made my payment on time for the amount I was told. I should not be responsible for their billing errors. As I researched Navient online it appears this is a common practice. I contacted Navient ( since they took over from Sallie Mae ) to try to get this issue corrected. They did not credit the payment as requested and I have included their summary as the last document. The bottom line is that I paid the amount that was requested by their agent, I paid it 2 weeks early, and when they billed me an additional amount ( above the statement amount ) the following month I paid that in full as well. Clearly I met my obligation for that to be a qualifying payment.I should not be punished for their employee 's mistake. As I am nearing the end of my PSLF program I am trying to ensure I have credit for all of my payments. With the uncertainty surrounding the program itself, every payment is crucial before the program ends so I really would appreciate your assistance in resolving this as soon as possible. I can be reached at ( XXXX ) XXXX or via email at XXXX. Thank you XXXX XXXX XXXX Acct # XXXX
Company Response:
State: MT
Zip: 59101
Submitted Via: Web
Date Sent: 2019-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Sunday XX/XX/XXXX My complaint is about Navient. With being out of college XXXX years and wanting to take out a loan, when looking at my credit statement it came to my attention that my student loans have not gone done, but had actually gone up. My father who has been paying all my payments ontime, who also happens to be a successful XXXX, dug deeper into the reasoning as to why this could be the case conducted his own amortization, and realized the NUMEROUS ways in which Navient was extorting and misleading our payments ( calculating around 13,000 dollar difference between both accounts ) my father became involved in the conversations and demanded paperwork be sent. We received paperwork if thats what you want to call it, none of which was what we had asked for and was basically a print out of what we could have gotten off line, none of which had any balances etc. The paperwork did however show missing years and other missing documentation that when we called to follow up about, customer service said they were unable to locate it, which has been the answer all along. I began college in XXXX, my loans initially started in XXXX and originated as XXXX XXXX Bank. It was then sold to XXXX and then onto Navient. Within this time period, documents were lost, rates/ terms changed etc. which all contributed to the issues in which we are having today which are apparently our fault not theirs, even though they are the ones who bought the company and should assume the responsibility. Since Navient has bought my private loan, the interest and principle has been EXTREMELY INCONSISTENT and we have only been provided the minimal proof to needed to back that up and we have been calling to fight for the FULL proof of the CLEAR BREAKDOWN OF ALL INTEREST RATES- WE WANT THE ORIGINALS!!!! They should not be allowed to decide where they allocate the principle payments however they like ( taking advantage once again ). They should be applied to both loans, not just the lower rated ones, they are separate loans, each with their own payment. After countless hours spent on-hold, on the line with numerous representatives etc. I started a running record of all my conversations and the outcome and supposed follow up that was promised to occur per that conversation, which never once happened. I have attached my notes from each conversation, including ones made to legal institutions. On XX/XX/XXXX we were told that our complaint would be transferred to Ombudsman, their internal complaints department and would be a high priority escalation, and would receive a letter and further steps which we were told would be completed by XX/XX/XXXX. On XX/XX/XXXX I was contacted by XXXX XXXX XXXX, an agent in the Office of the Customer Advocate at Navient and was given a number to call, I responded to this email and was not given a response, as well as called the number. I called the main number to try to get ahold of someone and was told she was on a call and she would get back to me with 24-48 hours ( not sure who is on hold for this long? ) I left a voicemail leaving my cell phone asking her to call me back and leave her direct number on my voicemail. No email, call, or voicemail was returned ever. When I called the number on her email two days later the call said the office was closed, their hours were XXXX. ( it was XXXX. est ) and then the number HUNG UP ON ME- multiple times, which leads me to believe they blocked my number. This was final straw which made me file this complaint, I feel completely taken advantage of at this point. Every deadline they have given has been missed, not one person has been able to give a straight answer, they cant be honest and just admit they have no proof and own up to their mistake and keep dragging this along and its not fair. I am also in the process of trying to release my cosigner and this looks like it will be a process as well based on everyone else complaints but my cosigner is out of work due to an accident and is injured and when I called to explain this to them they did not seem to care or be helpful at all but at this point we are trying to solve one issue at a time. This back and forth is causing much added stress to an already eventual and stressful time in my life, being XXXX, and trying to financially break free from Navient is a full time job within itself, Ive been hung up on, lied to, mislead, taken advantage of, and plenty more and I just want to move on. My dad even offered to settle with them and they refused, even when they are doing so many illegal things to us in the first place. At this point we are not sure who else to turn to or what else to do, how can a company just haphazardly, inconsistently, just adjust and apply interest however they want whenever they want without even telling you, how can they continue to lie to you and keep getting away with it.
Company Response:
State: PA
Zip: 19104
Submitted Via: Web
Date Sent: 2019-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Navient offers limited weekday customer service hours and their phone system malfunctions regularly -- their automated callback system hangs up on customers, and calls are frequently dropped while on hold. Literally every time I have ever attempted to recertify my income information to maintain my XXXX plan for another year, something has gone wrong resulting in me being accidentally placed in a new plan and subsequently overcharged by hundreds of dollars. Last year it took more than 5 lengthy phone calls with agents before I was finally enrolled in the correct plan. Agents provided misinformation or processed my requests incorrectly. This has resulted in late payments and deferments ( at the suggestion of Navient agents ) which will ultimately affect my ability to reap my Public Service Loan Forgiveness as a XXXX XXXX. I called in an attempt to seek help from an agent ( XX/XX/2018 ) to avoid these familiar problems for the coming year. I was refused help -- the agent refused to enroll me over the phone and simply told me what boxes to check in their online FSA form. Lo and behold, their information was wrong once again. We followed the agents instructions and both my husband and I experienced massive increases in our payment amounts despite the fact that we sustained only a very meager income increase from one year to the next. While our income is virtually the same, we collectively are being charged more than $ XXXXmonth more than we were charged last year, with no explanation. The most frustrating part about all of this is that I am routinely unable to access my statements and online communication regarding my federal loans ( today included ). No matter what browser or device I use, I am unable to access my inbox. It loads and loads and eventually logs me out or " expires '' / '' times out ''. This is unacceptable. I can not view my account statements. I can not see what new plan I've been enrolled in or how my new payment amount has been calculated. I am a XXXX XXXX XXXX working hard to repay my loans and my experiences with Navient indicate that, not only are they shirking their responsibility to help me continue to pay for my education -- they are actively hindering my ability to access information about my finances and maintain control over this very significant financial burden.
Company Response:
State: MA
Zip: 02143
Submitted Via: Web
Date Sent: 2019-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-10
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I have student loans with Navient and was unable to make payments and I tried for weeks now to log in to my account and page not located. On XX/XX/2019, I requested a General Forbearance Request. I have a true and correct copy of said document I just cant get file to upload. I still haven't received any email or telephone calls from said company. This company is threatening my default of my loan and free my bank accounts and take my tax refund. I had several hardships last year ie the XXXX, weeding, death of my grandson and was scammed by XXXX XXXX XXXX on XX/XX/XXXX for {$1500.00}. I want to make said payments just need time to get my finances back on track.
Company Response:
State: TX
Zip: 75150
Submitted Via: Web
Date Sent: 2019-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My servicer, Navient, sent me an email on XX/XX/XXXX congratulating me on my approved application for deferment. I never applied for deferment for my student loans. I had my loan repayment set up to debit my checking account {$220.00} every month. I never knew that they would or could defer my loans without asking me or without me applying for deferment. I owe approximately {$29000.00} in student loans. I called Navient on XX/XX/XXXX and asked why they deferred my loans. They told me that it was written in my promissory note and that my college, XXXX XXXX XXXX University, contacted them and told them to defer my loans for me. I then called my college on the same day and asked if they had contacted Navient for me to defer my loans and they said no and that they do not do that for students. I also asked if they had any record of me asking XXXX to help me defer my loans and they said no. XXXX informed me that Navient retrieves a list of borrowers who are enrolled in school from a different source and defers their loans. Navient lied to me about XXXX telling them to do it, deferred my loans without consulting me, and has ultimately set me back on my student loan forgiveness. Now I am behind on my repayment schedule with interest accruing.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-09
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: Took out student loan for my daughter on XX/XX/XXXX ; total loan was {$88000.00}. I lost my job in XXXX and was out of work all of XXXX. I returned to work in XXXX at a greatly reduced income. In XXXX I requested payment options but was only offered forberances to the point the loan amount due doubled, {$170000.00}. Only then was I offered a monthly payment which totaled over {$1500.00} month. I am now again unemployed and as of XX/XX/XXXX am being threatened with legal and garnishments.
Company Response:
State: CT
Zip: 066XX
Submitted Via: Web
Date Sent: 2019-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I make payments that cover my accrued interest plus some. I just noticed on my statements that Navient says I accrued over {$1000.00} in interest in five days two times in XX/XX/2018. There could be more, I have not gone through all of it. I keep track of my payments and accrued interest on my own spreadsheet and have asked them to explain and provide documents to show how that much interest accrued in five days. Nothing yet.
Company Response:
State: AL
Zip: 35205
Submitted Via: Web
Date Sent: 2019-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-09
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: They gave me paperwork to fill out and send back for a temporary forbearance. Which I did. Didn't hear or recieve anything from them for a few months. Then recieve a notice from IRS two months ago ( XX/XX/2018 ) saying they put a offset on my tax return, for failing to make payments. My accountant and the IRS told me to call and work out a earnings based payment plan. I have called Navient seven times since. Today included. Navient staff tells me, that my loan is in default and not assigned to collection agency, so nothing they can do. To call back next week. I am holding off filing my taxes. Lest, my husband have his return taken by these crooks. I obtained this loan prior to our marriage, but my state recognizes it as community property/debt.
Company Response:
State: WI
Zip: 544XX
Submitted Via: Web
Date Sent: 2019-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A