Date Received: 2018-11-19
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have called the company several times and the people I spoke with raise their voices at me and refuse to offer any type of repayment option that I can afford or let alone anything other than a large unreasonable repayment at a outrageous interest rate. They advise I should fall behind on other creditors in order to pay them. I was previously on a rate reduction program and paid just fine for many years, when asked to keep my current payments the same, I was told I could not and they must be increased significantly. I was also told that I am utilizing my credit and therefore they can't work with me but after taking a run down of my finances, they advised they were aware I could not afford more. I advised that I had been using my credit cards in order to make their payment but that is not good enough, they want more money. I also advised at the time that I was XXXX and going on XXXX due to XXXX XXXX XXXX, which will also decrease my wages and ultimately incur more monthly expenses. I was told by the rep that didn't care and that doesn't matter to them. The interest rates are significantly high and even though I have paid for many years, the company refuses to reduce my interest rate or payment. I also received a letter stating to call and I would be offered multiple repayment options, including settlement. When I called the number on the letter, I was not offered one repayment option other than {$400.00} a month, which I advised was impossible. The rep on the phone then said why should we work with you if can pay all your other creditors, I advised that I had offered to pay a more reasonable amount and the rep claimed that was not good enough and that they will not work with me and if I don't pay, they will sue me! No offer of these plans as stated in the letter I received and they continue to harass me with multiple phone calls daily with no messages left and oftentimes multiple calls back to back.
Company Response:
State: CA
Zip: 92802
Submitted Via: Web
Date Sent: 2018-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-19
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I submitted documentation to Navient for the recertification of my Income Based Repayment plan ( IBR ) on XX/XX/2018. When Navient received this information they miscalculated my payment and charged me too much. Before realizing the payment was incorrect, I made the requested incorrect payment amount of {$250.00} on XX/XX/18 and again on XX/XX/18. I then realized the payment was incorrectly calculated, and on XX/XX/18 I called Navient to have it corrected. I spoke to XXXX - XXXX, who agreed that the payment had been calculated incorrectly. Recalculated the payment for me and estimated that the new payment would be around {$140.00} and would be fixed by my next payment due XX/XX/18. She also said that because it was Navients mistake, I would either receive a refund for the overpaid amount or I could credit it to my current payment, whichever I preferred. I stated that I would like it credited to my current payment. She said this would be completed within 7-10 business days. She apologized twice for Navients mistake and showed appreciation that I kept a close eye on my account. She was very kind and helpful. On XX/XX/18 the account had not been credited the overpayment towards the current payment. The new and correct IBR payment of {$170.00} had been calculated and now reflected on the account, but not the credit for the overpayment amount. I called Navient and spoke with XXXX XXXX who said there was a late fee on the account, however no late payment was ever made. She submitted a request to remove the late fees as well as again requested to apply the overpayment to the current balance. The difference between the {$250.00} that I paid in XXXX and again in XXXX and the {$170.00} that I should have paid based on the correct calculation of my IBR was then {$79.00} per month for a total of {$150.00}. We discussed this, and she assured me that the {$150.00} would be applied to my current amount due by XX/XX/18 at which time I would owe {$16.00}. She was helpful and professional in her interaction. On XX/XX/18 the account had still not been credited that overpayment amount to the current payment due, so I called again and spoke to XXXX XXXX who said that late fees totaling {$37.00} were refunded and insisted that there was no other money that Navient was to pay me. She was very unhelpful and unable to understand my explanation of the concerns that I had, she was unprofessional and frustrating to talk with. I requested to speak to a supervisor and was transferred to XXXX XXXX. I explained the situation, as well as what I had been told as described above, and he said that Navient does not have a policy of backdating mistaken calculations of payments on accounts, and I would not receive a credit toward my current payment for the overpaid amount. I was very frustrated and he was not polite or helpful and treated me poorly. At this point my concerns are twofold. First, this is Navients mistake. One that their representatives agreed to and apologized for on multiple occasions while making it clear that they would remedy the mistake in a specific way they would credit the difference between the overpayments and the correct payments ( for a total of {$150.00} ) to my current payment due on XX/XX/18. They did not do this and are now refusing. This is poor customer service, poor business practice, an outright misrepresentation, and unethical not to remedy their mistakes as they have committed to do so. It is also unacceptable not to be willing to remedy their mistake at all, stating it is not our policy. Their mistake should not cost me {$150.00} that I can not get back. Second, the IBR is a federally directed program with a very fixed means of calculation that is not novel to Navients experience. There is no reason this should have been miscalculated. My understanding from reading online is that Navient has a history of overcharging and mischarging consumers in this manner in order to take more money than they are owed. I am deeply concerned for other borrowers who may not have the time, means, or understanding to make sure that they are being charged correctly by this company. In the past 15 years I have had repeated problems with this loan servicer not charging as they should. Again, this is an unethical and unacceptable practice.
Company Response:
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2018-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-19
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I owe. Approximately XXXX on my loans. I was told it had a fixed interest rate. This has not been the case. Navient bought my loans a few years ago and I have requested a few times a copy of my MPN. I have not received it and don't believe I have been heard by Navient about my complaints Also, I was unemployed a couple years ago and tried to do a deferment and although I qualified by ever requirement I was told my only option was a forebarence which has significantly increased my loan amount. This has not been resolved and Navient has hounded me about my payments and offer no information I have requested. I want to understand why they wouldn't let me go into deferment. I want to know why my interest rate continuously changes and what's can do to get ride of Navient as my provider as I believe they don't have my MPN and that why I'm not getting a copy. I believe that I was unlawfully forced into a forebarence when I qualified for a deferment. Tons of issues and no help from my provider. Please assist
Company Response:
State: CA
Zip: 93704
Submitted Via: Web
Date Sent: 2018-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-19
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: Navient per say is not the problem, they are adequately handling the loan in my opinion. My problem is that Im still in school. Im pursuing a federally funded XXXX/XXXX degree at A public university and after 5 years of deferment I am no longer allowed to defer repayment. This is a large burden because I only make a XXXX student salary of approximately $ XXXX/month and the payment they are asking for is more than {$800.00}. I feel their should be federal protection for students pursuing a federally funded higher degree program to allow them to defer student loan payments until residency even if they are private. I feel in a way I am being punished for pursuing a combined degree simply because it takes 8 years to obtain as opposed to a traditional XXXX only program which takes 4 years. Is there any legislation that protects students like me earning higher degrees from private student loan conditions? Thank you.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2018-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-19
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I completed the Fraud paperwork mailed to me by Navient, obtained a police report and gave a detailed letter as to what I believed happened and how XXXX was able to get access to my social security number and other personal information. They received my completed packet called XXXX XXXX, the representative for Navient said the case is closed as they called XXXX asked if she had permission to use my personal information for the purpose of the loan, they stated she confirmed I did give her permission to place me on the loan as a cosigner and they then closed my case.
Company Response:
State: FL
Zip: 33189
Submitted Via: Web
Date Sent: 2018-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had approximately {$26000.00} in loans from various companies when I finished school. I quickly decided to consolidate, I notified all of the companies. I had no problems until I discovered that everything was transferred to XXXX but around {$2500.00} was somehow left with NAVIENT. NAVIENT reported me as late. I have maintained a near perfect credit score all of my life but what was a in the 780s range is now in the 560s range. NAVIENT will not help my although I have mailed in every possible document, I have email them many time and spent hours on the phone. I have spoken with the Department of the Customer Advocate many times. All I get told is that there is nothing they can do. I have spent countless house researching what went wrong and I admit that I did make a few mistakes during the consolidation process but at this point I feel that NAVIENT is simply unwilling to review this mishap or take into consideration that I have never had a late or missed payment in my life which is why my credit score was almost perfect. NAVIENT can not send a letter detailing conversations and say they consider the matter closed and expect this to go away.
Company Response:
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2018-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-19
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: XXXX has been non-compliant with removing the unverified account NAVIENT which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that NAVIENT was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response:
State: NV
Zip: 89135
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have now, for 4 months in a row, had the exact same conversation via the phone for how to specifically handle my payment, and for 4 months in a row Navient has botched it. This month, not only did they handle it improperly, but they increased the minimum payment terms of my loan, without my consent, and then withdrew an amount for autopay BELOW that amount, cause a " missed payment '' alert which I had to handle myself. I have yet to be advised on whether it was reported to the credit bureau 's or no, which would make this problem bigger than it already is. In XXXX, I wanted to increase the payments on my two loans to {$220.00} - with {$150.00} going to loan number 2 and the remainder ( {$77.00} ) going to loan 1. I called Navient, and during this first conversation, I was assured new payment structure was taken care of. That month 's payment date passed, and my auto-payment had not changed, so I called again. During the second conversation, in XXXX, the woman I spoke with informed me she couldn't understand what the other representative had done, and she had no record of the increase being requested. Furthermore, it appeared that my minimum payment was not set to what I was currently paying, which was not the case the month prior. I had been paying more than the minimum amount up until this point. She says she's unable to reset this minimum payment amount, as she isn't authorized to do so. The following month, XXXX, the amount of {$150.00} was withdrawn from my account and split evenly between both loans. I called, again, and explained this was wrong, again, and the representative again informed me the change would be applied. No change happened in XXXX, and so, I called AGAIN to discuss this issue. Additionally, at some point in the process, Navient began reporting the same loan TWICE to the credit bureaus, using identical loan numbers but one loan having additional digits at the end, so now I have a duplicate loan showing up on my credit report. I discuss this issue while on the phone. I'm told by Navient this is the credit bureau 's fault, but I know that can't be the case because I'd already spoken with all 3 of them and they informed me they're simply posting the reporting they are receiving. 2 bureau 's are receiving one loan ID and the other bureau is receiving another ID, so these loans show up in all credit reporting as different loans. These duplicate reports originated with Navient. During this phonecall, we walk through the history of the process to this point, detail exactly how I'd like my payment to be distributed, and exactly how I'd want auto pay set up. The representative assures me this time we're set up correctly, says she'll put a rush on it to get it applied before next payment, and apologizes for the issues I've experienced. This month, XXXX, Navient somehow increased the MINIMUM amount of my loan payment in my loan terms again, now to XXXX, withdrew the PREVIOUS INCORRECT AMOUNT of {$150.00} for auto payment, and emailed ME saying they haven't received payment. They payed XXXX to one loan and NOTHING to the other loan, so I had to log in today and take care of it myself when I received a notice of missed payment. To recap, my minimum payment was increased twice without my knowledge, but auto pay was never allocated correctly, so I'm now paying LESS than a minimum payment which is 4 times higher than what it was when I initially set out to get my payments changed. I'm now in the midst of figuring out if they reported a missed payment to my credit history. I have no idea what recourse I have, but I hope this can be useful somehow, to someone. Please advise if you are aware of any next steps I can take. Thanks a lot for your time, XXXX
Company Response:
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2018-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I opened my NAVIENT account on XX/XX/XXXX when I attended XXXX XXXX XXXX XXXX XXXX XXXX XXXX.XXXX, XXXX and XXXX of XXXX I was late with payments, XXXX, XXXX, and XXXX. In XX/XX/XXXX, I arranged scheduled payments of {$81.00} to be withdrawal from my bank account on the XXXX day of each month. Since arranging this my account has been a great standing until last month. I was informed by XXXX that my credit scored dropped 8 points due to late payments on my Navient account. When I called Navient they informed me that I was late on payments in XXXX. I found this information very confusing. I'm confused why they are hitting my credit after six years of great standing on my payments. When I asked the Navient rep to transfer me to a supervisor, I was told there was nothing more I could do to resolve this issue. The rep then reminded me of when I opened the account and the months I was late. But them reporting late payments after six years doesn't make sense at all. I hope you are able to resolve this issue. I'm not sure how my dispute was settle by XXXX because my credit score has not gained its 8 points back.
Company Response:
State: NY
Zip: 10458
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Despite submitting the correct paperwork on time in XX/XX/2018 I kept getting emails from loan servicer Navient that my IDR application was denied. Then a few days later I get emails saying that it was and a few days later that it was denied again. I called the company and the problem seemed to be resolved. However, XX/XX/2018 I am beginning to get IDR approval notices and a notvei thatI need to submit my IDR application by XX/XX/2018. Since the confusion with the IDR began I have also started to receive late payment notifications, despite my being enrolled in the autopay plan. The autopay system is supposed to automatically deduct a minimum of the full amount due. So, I am utterly confused as to why Navient 's system is deducting less than the minimum due. I am afraid that this company will end up ruining my credit because they can not get their system to function correctly and/or if the dysfunction is deliberate to scam customers for late payment fees. I have spoken with customer service twice ( once in XXXX and once in XXXX ) on the phone since this issue began and both times ( took about a hour each time ), I was assured the problem was solved. Now in XXXX here I am again with the exact same problems that I have been dealing with since XXXX.
Company Response:
State: IL
Zip: 629XX
Submitted Via: Web
Date Sent: 2018-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A