Date Received: 2019-01-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Approximately XX/XX/XXXX, I applied for forbearance and paid the {$100.00} that they said I had to pay in order to get the forbearance. I was told my next payment would be due XX/XX/XXXX. I made the payment, but never logged into the account, as I paid through Bill Pay through my bank. Late in XXXX, I had a credit monitoring alert saying that Navient was past due. I have now called 5 times. Each time I am told, they know there is a problem. The person who processed the forbearance made a mistake and everything will be taken care of. It is now XX/XX/XXXX and the problem is still not fixed. My credit score dropped by 90 points since XX/XX/XXXX, that is on top of the 40-50 points it dropped in XXXX because of Navient. This is not the first time this has happened when I applied for forbearance. It happened earlier in XX/XX/XXXX, but was resolved, however it did not take this long. I have asked for things in writing but never get anything. I am currently 15 days past due as I have not paid XXXX because they are not properly applying my payments. Today, I am the phone with XXXX XXXX employee ID XXXX who is saying she is speaking to her manager XXXX XXXX and my forbearance will be processed and my loan will be due XX/XX/XXXX. This is now eating up 5 months of forbearance when it should have been 3. Every single time I called I have asked for the conversation recap in writing. Once I was told I would have it, never received it. Now I am told they can not do that. Every time I call I am also told that things will be corrected. As of today, nothing has been fixed yet.
Company Response:
State: PA
Zip: 178XX
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: This a XXXX XXXX loan for my daughter. She graduated in XX/XX/XXXX. Our loan is through Navient, The next payment is due on XX/XX/XXXX for {$800.00}. Navient tells me they can not lower my payment. I am trying to figure a way to make the payment more manageable. Do you have any ideas. XXXX XXXX Balance {$100000.00} XXXX XXXX XXXX XXXX. XXXX, Pa XXXX Email : XXXX XXXX
Company Response:
State: PA
Zip: 17603
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I have submitted my loans in a Chapter XXXX and converted to a Chapter XXXX Bankruptcy dismissing the loans. Ive tried several times to get a lower payment because I was unemployed. I have been offered deferments or forbearances simply by responding yes to a text message not knowing interest was accruing. I never heard back after informing them I lost my job. I would like to have my loans forgiven or discharged because I wasnt aware of what I was signing and the outcome. I suffer from XXXX XXXX that affects my judgement to make sound financial decisions.
Company Response:
State: TN
Zip: 38301
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XX/XX/XXXX I refinanced my student loan debt with Navient ; at first the total payment each month was reasonable. However, after updating my account ~ 6 months after my loan closed to add direct debit, they increased my interest rate. At the time, I was very young and despite multiple calls to refute the increase citing that the only thing that changed was adding a direct debit which was, in fact, a bonus for them, they refused to change the rate. Now, ~10 years later, after actively reading up on on predatory practices performed by these vendors I realize I was a victim. My goal in reporting this complaint is simple - I want the original rate honored and the over payment Navient has received in error to be applied to my account. I am lucky enough to be able to pay for my loans each month ; I am disputing that. However, I grew up in extreme poverty and loan debt was the only way for me to achieve my college dreams. I had no financial support and no guidance and was taken advantage of by this company. Now as an adult, I am outraged. In the grand scheme of things my issue is not as egregious as some cases I have read about, but it was unethical and predatory and should be addressed. I currently owe {$30000.00} on a {$50000.00} loan -- they have received over $ 20K in principle to date. I have been paying on the loan since XX/XX/XXXX. I did take a grievance period in XX/XX/XXXX-XX/XX/XXXX due to a high expense for dental work that I could not afford and was not covered by insurance due to the problems typically being addressed in adolescence. I hope you can help me. Thank you.
Company Response:
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX I submitted a general forbearance request to Navient via email they provide. This is for a loan that was due on XX/XX/XXXX. I have been diagnosed with XXXX related symptoms and dealing with their automated system has been very stressful. I have spoke with them in the past and advised that I do not find their website or telephone system user friendly so they provided me their fax and email. I also followed up the request with a fax same date. Did not receive a response so I emailed and faxed again on XX/XX/XXXX. On XX/XX/XXXX I received a bill that the amount of loan is passed due. This occurred last year also. They provide ways other than telephone or computer but then they do not process your information.
Company Response:
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I recently discovered issues with my Federal Loans handled by Navient. I did not know of the issues with Navient until my bank alerted me to issues while trying to buy a house. I looked into the situation ; discovering Navient is facing current lawsuits for similar situations to the way they have handled my account. My loans were originally handled by Sallie Mae, then by Navient. I setup auto pay with Sallie Mae, then had to re-setup my auto payments with Navient. From what was communicated to me ( via paperwork and online ), when I setup Autopay, I understood that I was paying extra each month, to be applied towards the principle. I only ever received simplified information. It consistently stated my minimum payment amount as around {$400.00} ; I was paying almost 2x that. IE My paper work received states : " You have {$400.00} due XX/XX/19 '' and " Total Payent Due {$400.00} '' and " enrolled in Auto Pay. {$830.00} will be debited from the designated bank account by XX/XX/19 '' My bank alerted me, from the detailed information that they could see ( that I do not have access to online ), that something weird was going on and it was keeping me from being approved to buy a house. My principle was moving much slower than the amount of money I have been paying. I typically only sign into my online account a few times a year. Since the last time I checked my account, the options had changed. There are now new, difficult to find choice settings with confusing verbage of how payments are to be applied. On my account, an apparently default choice had been made, without my knowledge or confirmation, that I was pre-paying my bill, pushing due dates back ; NOT PAYING down the principle. I had to call to discuss and clarify what these settings meant and to clarify that I my extra funds are NOT paying down the principle, they are just 'pushing back ' the due date. IE I could not pay for several months since I am 'ahead ' of my payments now. It was indicated to me that. I had to work hard on the phone to pin down the representative to use clear and simple layman 's terms. He kept repeating the confusion verbage for the options posted on the website. I had to keep pressing the matter to get confirmation and make sure I understood. After 5 or 6 tries, He eventually confirmed what I have written here with simple and clear statements. I was never alerted to, or confirmed my choice of the below situation. IE : For the website to adjust how over payment is handled. You have to go to Dashboard>Profile>Edit Profile>Overpayment Directions " Billing Direction '' " No, Advance my due date by the number of payments I cover. Even if you have XXXX amount due on your billing statement, continuing to make payments will reduce your total cost of borrowing. '' OR " Yes, Bill me for my full monthly payment. You will be required to make a full monthly payment with your next billing statement. '' My setting was the 1st choice ( No, Advance [ ... ] reduce total cost of borrowing ). This PUSHES BACK the due date AKA Pre-pays the next bill. It does not pay down the principle as intended. I did not make this choice. I had setup originally and assumed it was continuing, before the software was setup this way, that my overpayment was almost 2x my minimum and that it was all going towards the principle. 1 ) Misallocated payments - Contrary to what I originally setup, the settings had been changed without my knowledge or confirmation to pay the extra towards future payments ( 'pushing back the due date ' ) vs paying on the principle 2 ) Change in minimum Payment - My higher, extra payment that I had originally set at almost 3x the minimum originally with Auto Pay, according to the staff via phone, is now my REQUIRED level of payment.The representative told me there was no way to adjust this. 3 ) Change in Settings - Without my knowledge or confirmation, what I had setup through Auto Pay had been CHANGED to a 'default ' settings at some point. 4 ) Misinformation or Unclear Information - Provided convoluted explanations and unclear information about settings, how to make changes, and how to enroll in income-driven repayment plans. When asked via phone how to change Auto Pay level, I was told that the [ new ] minimum could not be adjusted. Paper work received made it look like I was overpaying and that the amount would go towards principle vs pushing the payment dates back. 5 ) Lack of documentation - Navient has not sent me anything in writing reflecting ANY of the situations I have reported above. All I see / have seen is a minimum amount due, my over payment almost 2x that amount, the remaining principle, and the interest. When I demanded documentation reflecting the current policies and how the money is being applied, the representative told me that it would be provided immediately and would arrive within 48 hours ; as if this is a standard procedure to address this repeated situation. 6 ) Lack of Updates - I was not aware of my options. I did not receive any updates about programs and services that would improve my situation and/or reduce my monthly payment burden. Through this process I have discovered that I am eligible for several programs that would have benefitted me in multiple areas.
Company Response:
State: AL
Zip: 35758
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have multiple loans through Sallie Mae which I was told could be consolidated when I was ready to repay them, I was later told that was impossible when it was being demanded of me to pay XXXX XXXX dollars a month. I was unable to finish my degree at XXXX XXXX university due to being unable to pay my tuition any longer. I transferred to a XXXX college and continued to pay for school myself while working full-time and paying for all my living expenses on my own. I tried to make arrangements with Sallie Mae/Navient to pay my loans or defer them while I was in school. Needless to say I received numerous calls all hours of day, night, weekends, and even at my place of employment. I even contacted a lawyer to see if I could file harassment charges however I could not afford to do it. I was on the verge of tears every day. Here I am ten years later in more debt than you can imagine, still in school paying for it on my own, my loan is now defaulted due to Navient 's lack of willingness to work with me and my credit is forever ruined. I have written letters to everyone I could possibly think of for some kind of help, empathy, or compassion without any response. I am at my wit 's end and there is no way I can even imagine a way to pay my loans when they will not even consider lowering my payments. I was lied to the day I took out my loans and I am still being lied to now by this disgusting excuse of a company who prey on young adults trying to get ahead in life, all we end up with is debt and broken dreams.
Company Response:
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: My Navient Student Loan account is currently holding open and accruing interest on 5 loans that I was told were closed on XXXX XXXX according to the U.S. Dept of ED-XXXX. These loans were from the University XXXX XXXX and were supposed to be closed not transferred to another lender. These loans total {$17000.00} that was not discharged and closed but transferred and hidden among other student loans.
Company Response:
State: FL
Zip: 33813
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-21
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: My mother consolidated loans in 2007 with Sallie mae one opf which was supposed to be paid to XXXX XXXX XXXX. thats the first thing, it was never pd to them and now im being charged from XXXX XXXX and on the consolidation from sallie mae which was sold to navient whioch is a horrible organization.they have me on an interest only payment because they offered me no other option for repayment they had me when i was pregnant on a forebearance which shot my accruing interest sky high they want over 1000 dollars per month from me which i can not do i have a family, they told my mother to cut down on her food consuption so she can help me pay my loans. 2 of the consolidation loans equal about 30 grand and i cant get any info on what was consolidated since the loans were sold to them. if in fact one of the consolidations was to pay off XXXX XXXX then i am owed a heck of a lot of money from them becasue they never paid the loans. I believe there were other loans consolidated on the 2 as well. please help me I dont know who to turn to anymore, and they keep raising there interest rates as well. thank you XXXX XXXX loans are under XXXX XXXX my maiden name
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2019-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-21
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: Ive had several calls stating I need to pay but first send in documentation. The First call was from a man that gave me an email the second was from a woman that gave me a website. Neither of them were helpful and I got different information concerning my student loans from each one of them. They threatened me by telling me that if I don't start paying that there will be consequences with my account. After I had told them i was not employed and was barely feeding my children they were still adimit on telling me to borrow money from someone to pay it.
Company Response:
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2019-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A