Consumer complaint received 2019-08-05
Company: Navient Solutions, LLC.
State: FL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't temporarily delay making payments

Complaint:
I received an email from payroll stating that my wages were being garnished for being defaulted on a student loan. I was surprised, because this was the first time that I heard of it. I contacted the collection agency and discovered

that it was on 2 loans that were serviced by Navient. Thinking that it was a mistake, I asked Navient if they had information on me being defaulted on any of my loans, and they said no and confirmed that I was in good standing with all my loans. Navient emailed me a letter stating that I was in good standing and not in default, including the two defaulted loans. I called the Department of Education and they gave me the dates of the two loans that they said I was defaulted. Navient was the loan holder. I was confused, because Navient said that I did not default on any of my loans, and I had a letter stating it. I called Navient again and asked to speak to a supervisor. I spoke to XXXX, who was a supervisor. He had to go through the loans and search what happened, because the account history did not have any information indicating that I was in default. He was very helpful and found two loans that Navient had sold back to the Department of Education. He said that I was late on my payments. I asked him the dates and he told me in XX/XX/XXXX. 

From XX/XX/XXXX to XX/XX/XXXX, I was very ill and was going back and forth to the hospital and ended up having XXXX in XXXX. I was on short term XXXX. I remember calling Navient and requesting my loans to be deferred or put on forbearance, which they were. Navient never told me that the two loans were sold ; therefore, I thought all my loans were being managed by Navient. I never knew that there was a problem. Why would I have all my loans put of forbearance except for these two loans that they sold. 

I looked at my Navient account and saw that Navient accrued interest right before selling the loans back to the Department of Education. Those loans also happen to be my oldest loans. It is suspect that Navient not only accrued interest before selling them back to the Department of Education, but they did not put them on forbearance with the rest of my loans, and I was not notified of the transaction. There is a lack of transparency and of full disclosure regarding how they managed my loans. Furthermore, the information on my Navient account does not match what the Department of Education has on record regarding these two loans. The Department of Education has them as being in forbearance and in repayment.

I am currently completing an application for loan rehab and appealing the wage garnishment. However, I am disheartened that Navient could do something like this and deny responsibility for their part. When I asked XXXX, we said that they did send me notices that the payments were late, which I knew and requested forbearance. He stated that he does not have anything proving that I requested forbearance for those two loans and apologized for the miscommunication. If I did not request forbearance, then why were the rest of my loans put into forbearance, except for these two? I feel that this is beyond miscommunication and is negligent.

Company response to consumer: Closed with explanation