Consumer complaint received 2019-08-09
Company: Navient Solutions, LLC.
State: MS
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Sallie Mae originally had my loans and now, Navient has them. I have attempted since the very beginning to acquire about student forgiveness since I worked as a XXXX XXXX for 10+ years in inner city and XXXX XXXX XXXX. However, I was always given inaccurate information, etc. since XXXX and XX/XX/XXXX. Unfortunately, my loan has been mishandled. 

The history reflects that its been more capitalized interest and late fees than payments. Again, I have sought, written, talked and advocated for YEARS to obtain loan forgiveness. According to Navient as of XX/XX/XXXX, I had the following : Voluntary forbearance - used 60 months which is the max ; Unemployment forbearance -used 36 month which is the max, and no economic/hardship deferment or burden forbearance entitled for 36 months. 

I worked for a school system as a XXXX XXXX XXXX for 10+ years from XXXX. In starting my career, I started to pay a minimum amount towards my student loans.But throughout the years and with various hardships, I could not pay. So, I communicated with Sallie Mae/Navient still asking for loan forgiveness. 
I was given various information about contacting the Dept. of Education ( which I did and local agencies, too ) but I never could acquire how to do it. Eventually Sallie Mae/Navient began to introduce forbearance information, etc. and I started to make application to seek remedy. 

Then, I moved to the State of Mississippi in XXXX, XXXX. I changed jobs and eventually lost my job. Navient throughout my move and life circumstances has not provided any information about new loan forgiveness program or not much of anything else except a forbearance. 

Until, XXXX, XXXX, I recently learned through Navient about the Income-Driven Repayment. During that time, I thought the plan was the Obama Student Loan Repayment plan based from the information given by Navient. However, I was eventually told months later that I did not qualify for the program, but I was in the income-driven repayment plan program! What is that? This information was not fully explained nor did I fully understood. If so, I would have been advocating about acquiring this program years ago. Since Navient told me about the program in the midst of reapplying, I talked with a supervisor, XXXX, to asked about retroactivating the years I missed being in the program since, I was not informed by Navient. She said that the company could not retroactive it. 

Regretfully, Sallie Mae/Navient has steered a stuggling borrower toward multiple forbearances instead of income-driven repayment plans. The information is there. I've asked for all of the times I received a forbearance but the information is not located ANYWHERE on my profile. So, for the 2nd time, THEY ARE SUPPOSE TO SEND ME THE INFORMATION!!!! 

In conclusion, in just finding out about this information also has created another problem because it has resulted in misallocated of payments, how to enroll and re-enroll in IDR, unnecessary interest occurring and negative credit strikes due to Sallie Mae/Navients ' business practices.

I believe that several lawsuits including the State of Mississippi have issued information about the same thing I am talking about.

Company response to consumer: Closed with explanation