Consumer complaint received 2018-12-29
Company: Navient Solutions, LLC.
State: MD
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:
Several of my student loans are serviced by Navient. I called them and let them know that, as a military spouse living overseas on my husband 's military orders, I was unable to find steady employment and needed assistance. I called Navient in XX/XX/XXXX and told them I had no employment and was struggling to pay my loan. They placed me on a forbearance, backdated it to XX/XX/XXXX so that I had no late payments, and extended the forbearance through XX/XX/XXXX while the unemployment deferment was completed. The unemployment deferment was applied on XX/XX/XXXX ; Navient back-dated the deferment to XX/XX/XXXX, despite having paid the loan through XX/XX/XXXX. Navient insists that I filled out my paperwork with an unemployment deferment date of XX/XX/XXXX ; I did not. Either Navient made a mistake, or someone in Navient fraudulently amended my Federal Unemployment Deferment application without my knowledge or permission. 
Regardless of where the transgression occurred, Navient still charged me two late fees and a required payment, which was paid, during the unemployment deferment period of XX/XX/XXXX to XX/XX/XXXX. I was charged a late fee of XXXX  dollars on XX/XX/XXXX ; I was charged a late fee of XXXX dollars on XX/XX/XXXX ; and I was charged an anonymous fee of XXXX on XX/XX/XXXX, which was originally sent to me as the amount due for XX/XX/XXXX but wasnt applied to my account at all. Accounts with Unemployment Deferments in place are legally bound to be in good standing, with no fees charged or payments requested during that time. 
I requested a copy of the master promissory note from Navient. Navient can not find this promissory note, and as of this date I have not received the requested documents. I also requested a copy of the original unemployment deferment paperwork. As this paperwork was submitted electronically, I have the master copy ; the original copy does not list XX/XX/XXXX as the unemployment deferment start date. The begin date of unemployment is listed as XX/XX/XXXX. My husband is XXXX XXXX military, and employers often do not want to hire spouses of XXXX XXXX military members because we have to move often, so I have no had full-time employment since then. 

I spoke with XXXX ID NUMBER XXXX who informed me that they were looking at a copy of my paperwork, it was right in front of them, and the start date was definitely XX/XX/XXXX. I then spoke with XXXX, ID NUMBER XXXX. They both told me that because the financial discrepancies were posted to the account, they can not change them and are refusing to either adjust the false charges or adjust the unemployment deferment they fraudulently applied to my account. 
My new account balance is XXXX. Three weeks ago, my balance was XXXX ; a year ago it was XXXX dollar less than that. Not only am I receiving compounded interest, my account balance is increasing monthly, too ; around XXXX over the past six months. Because they can't find my promissory note and refuse to send me any statements, I can not begin to determine what financial mistakes they've made or how much I'm actually supposed to owe. Over the past several years, I received a notice that my payment schedule had been updated, but with no explanation and no one could answer why it was changing when my payments had been made on time.

Company response to consumer: Closed with explanation