Consumer complaint received 2019-01-08
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:
On XXXX XXXX, I received an email that my 12-month Income-Based Repayment ( IBR ) period will expire soon. To continue with the plan, please reapply by XX/XX/XXXX. 
On XX/XX/XXXX, I applied for the Income-Driven Repayment ( IDR ) plan and provided my income from the used the IRS Data Retrieval Tool. I got an email confirmation stating that If you used the IRS Data Retrieval Tool, certified that you have no income, or already sent your income documentation to us theres nothing you need to do now. 
On XX/XX/XXXX, I received an email statement that had my account summary : I was under the assumption that this would be my new payment. 
Around XX/XX/XXXX, I began seeing notices that they havent received any renewal forms from me regarding a payment plan. 
So, I sent an email on XX/XX/XXXX at XXXX Hello, I have renewed my IDR plan online but I keep seeing a notice that I haven't completed it. What more does NAVIENT need to complete my renewal? thanks. XXXX Their response came on XX/XX/XXXX : Dear XXXX, Thank you for your inquiry. We received your application and/or documentation to renew your Income-Driven Repayment ( IDR ) Plan payments on XX/XX/XXXX. Note that the IDR renewal process may take at least 30 days, depending on the forms and documentation you submit. You will receive notification when your request has been processed. We're here to help If we may be of further assistance, visit us online or give us a call at XXXX, Monday through Thursday, XXXX XXXX to XXXX XXXX, and Friday XXXX XXXX to XXXX XXXX, ET. 
Sincerely, XXXX, your Navient XXXX Representative Navient - Department of Education Loan Servicing On the same day ( XX/XX/XXXX ) - XXXX, weve received your recent electronic application. Thank you for your interest in an Income-Driven Repayment ( IDR ) plan. If you used the IRS Data Retrieval Tool, certified that you have no income, or already sent your income documentation to us theres nothing you need to do now. If you havent submitted income documentation or your income situation has changed, please send us your income documentation as soon as possible so we can review your application. 
I got a third email on XXXX- On XX/XX/XXXX, your Monthly Payment for your loans enrolled in an Income-Based Repayment ( IBR ) plan is set to increase to {$880.00}. This is the maximum amount youll be required to pay each month while youre in an IBR plan, but you may be able to lower your Monthly Payment if you qualify for a new 12-month partial financial hardship period. This payment is based on a 10-year standard payment amount calculated at the time you initially entered your IBR plan. If you recently ended your partial financial hardship period, Unpaid Interest was capitalized ( added to your principal balance ). We will remind you annually of this option. 
On XX/XX/XXXX- I asked for clarification on all the various messages I was receiving since XXXX and they responded by saying : Dear XXXX XXXX thank you for your inquiry on your application for Income Driven Repayment. We received your application on XX/XX/XXXX and have not yet completed our review. It can take us up to fifteen business days to complete our review and notify you of the results. In order to defer the XX/XX/XXXX, payment due date to allow time for us to complete our review, you may want to request a deferment or forbearance from our website. Deferment allows you to postpone payments on your eligible loans while youre in school, during an internship, unemployed, a fellowship, or some other qualified deferment activity. The federal government may pay the accrued interest on some subsidized loans during periods of deferment ; however, youre responsible for the accrued interest on the unsubsidized loans. Unpaid interest may capitalize ( added to the principal balance ) at the end of the deferment period unless you choose to make interest payments during the deferment. Forbearance allows you to postpone payments if youre experiencing temporary financial hardship and are not eligible for a deferment. During forbearance, youre responsible for all accrued interest. Any unpaid interest may be capitalized ( added to the principal balance ) no more frequently than quarterly and at the end of the forbearance period. Its important to note that you will lose eligibility to receive any borrower incentive or benefit requiring on-time payments if you elect to have a Voluntary Forbearance processed on your loan ( s ). To review your available deferment and forbearance options, log in to your account at Navient.com, select Repayment Options on the main menu, and select I need to stop making payments for a while option. If we may be of further assistance, visit us online or give us a call at XXXX, Monday through Thursday, XXXX XXXX to XXXX XXXX, and Friday XXXX XXXX to XXXX XXXX, ET. 
I spoke with one of their representatives about the conflicting messages and that I was confused about the whole process. They recommended that I get on a forbearance plan until the IDR was processed. So, I applied for the forbearance and they sent me an email on XX/XX/XXXX approving the temporary Forbearance plan. 
Then, on XX/XX/XXXX, I get another email about an updated payment schedule on my loan due on XX/XX/XXXX. 


These exchanges went back and forth until XX/XX/XXXX. 
I requested to escalate my issues to one of their customer service reps and they told me I no longer qualify for the IDR or IBR plans due to my husbands high income and that I can only be entered into a Graduated Repayment plan in order to pay the least amount per month, which was still a very unaffordable payment plan for me. 
On XX/XX/XXXX, they sent the details of this new payment plan ( GRP ) which will end up making my principal of {$86000.00} into a total of {$200000.00} by the end of the payment term. 


Now, Im thinking my new payment per month is {$460.00} but on XX/XX/XXXX, I get a statement from Navient saying my new balance is XXXX. I then received another statement on XX/XX/XXXX for {$310.00}. 
With all of this confusion, I reached out to Navient again on XX/XX/XXXX letting them know their actions is causing me confusion and Im not sure what Im supposed to pay. 
Their insufficient response was : Dear XXXX, Thank you for your inquiry regarding your student loan payments. We hope you find the following information is helpful. After reviewing your account, our records show that your account is enrolled in the Graduated repayment plan. Under this plan, your student loan payment amount will be increased to ensure the full remaining balance of your loan is paid within your repayment terms. Your monthly payment amount has recently increased to the amount of {$460.00}. This payment amount will become due for the first time on XX/XX/XXXX. 
Theyre not explaining why Ive gotten so many conflicting messages from XXXX until now. 
I now have interest accrued on my balance during the unnecessary forbearance period. 
They could have told me I was not eligible for an income based payment plan when I originally applied for it back in late XX/XX/XXXX.

Company response to consumer: Closed with explanation