Date Received: 2018-10-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I tried to pay my on my student loan for XX/XX/XXXXat the beginning of XX/XX/XXXX. When I went to pay online it showed my loans were in forbearance. I called Navient and they told me that because I was in a natural disaster area that all loans were put into forbearance. I asked for it to be removed so I could pay on my loan. The gentleman instructed me that they could take off the forbearance but my first payment would not be due till XX/XX/XXXX. I kept getting calls from Navient asking me to pay throughout XX/XX/XXXX. I spoke a second time to Navient 's customer service and they said someone would listen to the recorded call from the previous conversation and get back to me. No one got back to me. What they did do is call me again and again asking for me to pay all of my past due balances. Our third conversation for the month of XX/XX/XXXX a manager got on the phone and said there was nothing she could do. I find this unacceptable. I followed their instructions on waiting to pay in XX/XX/XXXX yet I kept getting harassed with dozens of phone calls. They could have just said " just pay in XX/XX/XXXX '' as was originally explained to me on a recorded line. I'm the one that asked to have my loan taken out of forbearance so I could pay on it. I followed their instructions but yet somehow i'm the one at fault here. Their business practices are terrible and they offered no consolation here for their mistake. I went ahead and paid everything they asked me to ( plus a little extra ). I fixed things as they instructed, but I feel they need to make this right with me. I'm sure i'm not the only person they have done this to over the years.
Company Response:
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2018-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I received two collections letters from XXXX XXXX XXXX ( aka XXXX XXXX ) on behalf of U.S. Treasury. I promptly wrote to them and provided evidence of identity theft for data services. Instead of addressing the issue, they processed my information as a " inability to pay due to financial hardship '', and mailed me a 5-page financial statement form to complete.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94611
Submitted Via: Web
Date Sent: 2018-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: Good afternoon, I am having issues with Navient regarding the repayment of my private loans. I have been on their private loan " rate reduction plan '' for the past 3 years. The benefit to this plan is that it lowers the private loan interest rates so I am able to pay my loans on time every month. Without this plan, I am unable to pay the loans on time, therefore hurting my credit and how I make future purchases. On the rate reduction plan my monthly bill is {$360.00} for private loans and my federal loans remain at {$370.00}. The plan used to go for 1 year and I would have to call at the 12th month and renew the plan. Since my finances have not changed much, I have been accepted for the plan the last few years. Last XXXX when I called in to extend my plan I was told by XXXX XXXX ( employee ID XXXX ) that I was approved for re-enrollment, but the plan had been cut down to every 6 months, therefore would expire at the end of XX/XX/2018 and I would have to reapply again then ( please see attached Customer Financial Information document ). In XX/XX/2018 I received an email to re-apply to the plan by filling out some questions online. The email had a link that I could click that took me to an online XXXX page. I filled out the paperwork on this page about how much I make and all of my bills and sent it to Navient on XX/XX/2018 at XXXX. I did not hear back, so I called Navient on XX/XX/2018 at XXXX to check the status of my application. A man named XXXX answered the phone and then hung up at XXXX. I called back at XXXX and a woman named XXXX ( employee ID XXXX ) answered. We went through the details of the application I sent in on XX/XX/2018 and she was able to extend my plan. The new plan went from XX/XX/2018- XX/XX/2018. On XX/XX/2018 at XXXX I received an email from Navient about re-enrolling in the rate reduction plan again. The email was similar to the one I received in XXXX, but this time I was unable to click the link to the XXXX page to fill out my information. I waited to see if another email would come with a link that worked. I waited until XX/XX/2018 and since no email had come, I decided to send an email to XXXX. My email said, Good afternoon, I am currently enrolled in the Rate Reduction Plan for my Private Student Loans and I would like to re-enroll. My unique identifier is XXXX. Is there a way that I can apply online for re-enrollment? Thank you, XXXX XXXX. On XX/XX/2018 XXXX responded, Hello XXXX, Because we aim to protect your personal information, we are unable to assist you with your request via email. However, we are happy to discuss your account over the phone. Please call us at XXXX. Were available Monday Friday XXXX XXXX to XXXX XXXX, ET. Sincerely, XXXX XXXX. I called the number given and the woman agent asked me the same questions that have been asked all the previous times. No major financials changes were made from last time to this time. I was told by the agent that she was not able to offer the rate reduction plan. She told me that the section that she would have to click was grayed out and that there was no way to even check if I could be accepted. She said that I should call back in XXXX and that Id be able to re-apply then. On XX/XX/2018 at XXXX I called Navient again and the agent who answered was named XXXX . She asked for the standard information ; my social security number, birthday, address, phone number and then asked why I was calling. I told her that I was trying to re-enroll in the rate reduction plan and she was happy to tell me that two weeks ago a policy was changed to make it easier for people to get approved for the plans. She said that its been so much easier on everyone involved and I was thrilled to hear that because the process has been very time consuming and stressful the past few years. After another minute she told me that the rate reduction plan was not available to me. I asked her why and she said that the section she has to click on is just grayed out. I asked her what that meant and she said that maybe my finances or FICCO score has changed, but that it doesnt give specifics and thats just what the management told them to say. She told me that my private loan payments would go up to {$530.00} a month, {$160.00} extra dollars every month. I told her that I am living paycheck to paycheck, so theres absolutely no way I can pay more than what I do now. She said that she could try to extend the terms on the loans to make the payments go down, but after she checked there were only 3 loans that would be eligible and it would barely make a difference in my payments. She said that another option would be to pay interest only and that would be {$480.00} a month. Again, I told her that I dont make enough money to pay that and that I need to stay on the rate reduction plan. I was told again that its not available, so I asked to speak to a manager or someone who could better explain why it wasnt available to me because Ive never missed a payment and Ive been on it so long. XXXX told me that the manager would tell me the same thing and that there was no point. She didnt try to get anyone else on the phone to help or give other solutions. She mentioned enrolling me in autopay and said that it would reduce the interest rates by .25 %, but that wouldnt help me much either. I asked her if she suggests that I should just pay all my loans late because that was what was going to happen if I couldnt be on the rate reduction plan. She said that she doesnt know what I should do and recommended a 3rd party to take over my loans for me. She also mentioned going on forbearance for 3 months, but my payments would raise to approximately {$550.00} a month after that and I told her that there was no way I could pay more. I was given different options, but nothing that will work with my current financial situation. Every month the private loan payment would directly come out of my account, so Ive never been late for a payment. I am unsure why I was declined this time and I want answers. I believe that Navient is making it as hard as possible to repay student loans. I am trying to be responsible and pay off as much as I can, but that does not seem to be enough for Navient. All I ask is that I stay on the rate reduction plan and continue to make the same payments that Ive been making for years. Thank you, XXXX
Company Response:
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2018-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: According to my account history, two of my private loans were sold. There are two dates which the loan sales took place ( XX/XX/2018 and XX/XX/2018 ). I was not notified of these loan sales. Navient has also altered the way in which I can view my payment history with them where it reflects a loan sale, and not my payment history. This makes it difficult to determine what my actual loan balance with them is. It also makes it appear that my loan balances have not changed ( despite making on-time payments ) since XXXX of this year. When I contacted Navient about this, they told me that I could just ignore it, that the loans had not been sold and that it was " just an internal thing that they did ''. When I asked if my account history would be updated to show that the loan had not been sold and for confirmation that I have been making payments to the correct company, they again told me not to worry about it, that everything was fine, that it was " just an internal thing '' but could not elaborate further. But they could not confirm that things would be updated, or go through my actual payment history with me to confirm that the current loan balance is actually correct.
Company Response:
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2018-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: XX/XX/XXXX Consolidation of loan. XX/XX/XXXX Only XXXX principle paid since XXXX. Will retire before loan is paid off.
Company Response:
State: CO
Zip: 810XX
Submitted Via: Web
Date Sent: 2018-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: In XXXX I consolidated my Federal student loans. At the time my loan was being serviced by Sallie Mae. The balance of the consolidation loan was {$23000.00}. Over the past 10 years most of the time my loan was either in an In-School Deferment, Repayment or a forbearance because of economic hardship. Approximately XXXX my loan was transferred over to Navient to be serviced. After it transferred to Navient I noticed that my loan balance was over {$48000.00} which is about {$25000.00} more than it was previous. My first impression was that this has to be a duplicate entry on my report. I have disputed this entry with all 3 credit bureaus. One of the 3 seems to have removed the duplicate entry. However, I recently also pulled the NSLDS file and it is showing two FFEL Consolidated loans with Navient. I again believe that this is a duplicate entry. I have not been able to get details of the loan balance with Navient or had any success in getting their help to understand the account balance. I spoke to a representative at Navient and their answer was to put me in a Deferment until I could get someone to sort out why my balance was so high and put in a dispute. My goal is to have the account reviewed to see if this in fact is a duplicate student loan entry and figure out the path to get this entry removed from all 3 credit bureaus, as well as to have Navient stop collection on an invalid loan balance. I have also noticed that on some of my Credit Reports and Student Loan Account information with XXXX XXXX and Navient that they have my middle initial as XXXX XXXX XXXX. My middle name XXXX and therefore it should be designated as XXXX. I am not sure if there are other XXXX XXXX whose information could be crossing with mine causing some of the balance discrepancies.
Company Response:
State: FL
Zip: 32811
Submitted Via: Web
Date Sent: 2018-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX I graduated from XXXX University with a XXXX XXXX and approximately {$85000.00} in student loans. That was around the time that the federal government enacted the public service loan forgiveness ( PSLF ) program. I contacted my loan provider, Navient, to consolidate my loans and apply for the income based repayment plan ( IBR ). I then spent the next 10 years working with XXXX XXXX XXXX as a XXXX XXXX XXXX for various companies. In XXXX I applied for the PSLF and was denied. I was told that I had the right repayment plan but the wrong type of loan despite consolidating the loans with the specific intent of meeting the requirements for the PSLF program. This was the first time that I realized that I was mislead by Navient. I then consolidated my loans again and reapplied to the IBR plan with the specific intent of working towards the PSLF program. I was told by Navient that everything was in order, that I met all the requirements and I restarted the clock. In XX/XX/XXXX I called XXXX to check on the status of my progress as I was confused about why I had not received the yearly application to renew the IBP plan. I was informed that I still was not making progress as this time as I had the right loan but the wrong repayment plan. This was the second time that I realized I had again been disceived by Navient. I then called Navient to inquire as to how this happened as I was laboring under the belief that I had everything in order. Navient confirmed the consolidation was successful but that they never received the application for the IBR plan. I told them I didn't know how that was possible because 2 years ago I was told by Navient that everything was in order for the PSLF. The Navient representative said that he was sure I was told that but that's not how it is now. He proceed to tell me that even though I don't have the IBR plan my current standard repayment plan also met the qualifications for the PSLF program. I told him he was wrong that I needed the IBR plan. He again said that the standard plan met the qualifications for the PSLF and only after my insistence and double checking his facts did he acknowledged the mistake. This was the third time I was lied to by Navient. I have been mislead, misdirected, manipulated, and flat out lied to by Navient for the past 12 years. I have made career and life decisions based on the false information they provided me. Their actions are a flagrant abuse of power with the specific intent of deceiving the borrowers, bilking us out of our hard earned money, and forbidding us the financial debt freedoms awarded by the federal government.
Company Response:
State: NJ
Zip: 07042
Submitted Via: Web
Date Sent: 2018-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Communication tactics
Subissue: Used obscene, profane, or other abusive language
Consumer Complaint: Navient handed my account over to their debt collectors. That # is XXXX. XXXX XXXX ( my assigned account manager ) is combative and misleading. The other account manager I believe his name is XXXX, told me I was being litigated ( XX/XX/18 phone call took place ) and this wasn't the case. He was threatening and abusive. They use scare tactics and abuse to humiliate people over the phone. Absolutely disgraceful.
Company Response:
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I would like to complain about the numerous phone calls from different numbers, at all times of the day. Including nonstop emails. In addition, I am even disputing the amount that they are saying I owe. I feel that I was taken advantage of, I signed my loan back in XXXX. I NEVER even completed the quarter. The college was FOR-PROFIT. Now my credit score is suffering. These people are harassing me, and trying to make me pay a debt that is way more than the initial amount, and for classes I never even finished. This is abuse! As of XX/XX/XXXX, my credit score has been damaged by this loan company. As of XX/XX/XXXX, I have blocked all of the numbers they have contacted me from. As of XX/XX/XXXX, I am looking to pursue legal action to protect myself from further damages.
Company Response:
State: WA
Zip: 98178
Submitted Via: Web
Date Sent: 2018-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Ive never missed a payment, Ive been paying for years now and my balance is hardly moving. I have a 10yr payment plan. I too, was told to take a break at one point and go for a forbarence during XXXX XXXX ( not being told Id be accruing interest ) In XXXX I called to ask about applying extra payments outside my normal payment to try and pay down my balance. She said to make an overpayment and itd go directly toward the principle. Almost a year later, I find out .... Im paying interest on the overpayments. Next, I look further into the past payments ( auto drafted ) theyve applied {$11.00} here to principle and then {$200.00} to principle another month then back to {$100.00}, and randomly taking huge chunks of interest in a non assending order at all. Theres definitely misapplied payments and Im definitely being taken advantage of. I should have paid closer attention. I tried to make a complaint on the website but its not working. Theyre really not helpful on the phone either.
Company Response:
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2018-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A