Consumer complaint received 2019-04-01
Company: Navient Solutions, LLC.
State: NY
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Issue # 1 Unauthorized account activity by Navient. Payment options for loan were turned off causing a loss of a .25 % reduction for over 18 months. Federal loans and other loans lost the .25 % reduction benefit to the account. I was told that I would be contacted so this could be addressed and benefit reapplied, yet years later, this has not been addressed even though this is Navient 's fault.

Issue # 2 Never received proper information for Income Based Repayment, IDR and forebearances and deferments were marketed to account, so account lost short-term and long-term benefit of the income based repayment. Also, forfeiting months of the forbearance and deferment that has a finite number of months that could have been applied at a later date. 

Issue # 3 Account did not receive proper notification that the auto-pay was taken off around XXXX and XXXX by Navient causing the .25 % loss of benefit on the loans. 

Issue # 3 When paying loan, payments are not directed toward the correct loans causing loan to be viewed as delinquent when they are not. Payments are incorrectly directed toward loans that have {$0.00} due and not loans with an amount due, even though payments are clearly labeled to be made to those loans with amount and loan number. 

Issue # 4 Unable to make payments to account online, banking accounts linked to Navient for years now being asked for verification, no other way to pay online I.e. debit, credit cards making payment options limited and difficult. Banking information previously applied and valid for years are now being asked for verification with no reason. Being asked to provide notice that the account is valid, even though the same account has always been linked to Navient for several, several years. So I am asked to take time to ask bank to provide a letter that says the account is verified without any notice of Navient and no reason given. 

Issue # 5 Improper account notification when things affect the account causing improper delinquency, no mail or email when Navient mishandled account and turned off auto-pay on accounts around XXXX and XXXX. No notification saying they applied payments to wrong loans causing delinquency. 

Issue # 6 Improper and negligence actions toward the account, when application for IDR was never applied to the account and told it was sitting in fax machine around XXXX and because of Issue # 4,  proper notification never occurred. Department of Education instead extended notification saying account was delinquent. If Navient workers properly handled paperwork and accounts, this mishandling of the account would never happen and it would have not inaccurately showed delinquency and risked adverse reporting to the credit bureaus essentially risking financial health. 

Issue # 7 Lack of professionalism when calling over years including XXXX, XXXX. Lack of responsibility and ownership in mishandling the account. 
When called XXXX XXXX XXXX in XX/XX/XXXX and XXXX XXXX answered, when I started to talk she hung up on me. Called back despite requesting auto-call back, which was unsuccessful. After speaking to XXXX XXXX Spoke to supervisor XXXX XXXX on private loan side, after which she was going to transfer me to the Federal loan side and to speak with a supervisor, she said I could ask for one, I explained that I had already been on-hold for several, several minutes each time and on the line for over 43 minutes and asked to be directly routed to a supervisor to which she agreed. I was on hold for a longer time and she disconnected the call. I had been on the phone nearly an hour and she hung up on me. 
Was told during call the misapplication of the payment could be retroactively applied correctly to the account, but received a less than sincere response that this could be done for the lossed benefit of the auto-pay deduction that was dismissed by Navient costing the account a .25 % deduction for over 18+ months without my authorization, knowledge, consent and notification. Why is Navient quick to retroact on behalf of itself and not the account, when retroaction would benefit the account and it was Navient that caused the issue of the auto-pay being turned off around XXXX and XXXX. 

Issue # 8 Asked who Navient reports to I was told they report to no one. Asked to speak with someone who would be able to rectify this situation, they said there is not a specific department or anyone I could speak to about this and transfered me to supervisors.??? See Issue # 6, that's probably why they hung up on me, because they do not want to deal with these issues Navient has caused on the account. 

Issue # 9 Asked who Navient reports to I was told they report to no one. Asked to speak with someone who would be able to rectify this situation, they said there is not a specific department or anyone I could speak to about this and transfered me to supervisors.??? See Issue # 6, that's probably why they hung up on me, because they do not want to deal with these issues Navient has caused on the account. 

XX/XX/XXXX Income based repayment plan, recertified. XXXX XXXX a supervisor. 
However, I actually recertified several months prior in XX/XX/XXXX. 
Received information from Student Higher Education that I was late saying I missed 3 payments. Was not supposed to be in repayment anyway risked negative credit reporting. Received zero contact from Navient in writing nor email nor call. 
Asked for documentation that it would not affect my credit never received any mail to date. Actually, received a pre-dated document saying I authorized a forbearance, which I did not authorize. Navient is acting as fraudulent vipers who make up things regarding loans to benefit its bottom line. Additionally, on previous calls they said forbearance was only option and did not tell me about the income based repayment form. 
When I finally learned of this option and sent in a form it was improperly handled and never processed when it was handled because of a slight difference in the form. Navient said it sent a denial, but this is untrue an one was never received nor any call, email, mail saying that. I was told the form was an expired form. I received and downloaded a new form. Also, on the form I used the expiration date of the form listed was much later. Old form had 12 pages, new form had 10 pages and the information was exactly the same by DOE. They said the old 12 page form expired in beginning of XXXX. The form that I submitted had an expiry date of XX/XX/XXXX, and thats the unexpired form I submitted. Both forms are the same. All they had to do was transfer my information on the new form. Additionally, the XXXX pages of the form that they actually use has the same information. 
While explaining this and speaking with XXXX, I hear laughing in the background. XXXX escalated case manager, Employee Code XXXX. Who told me they have to use the new application or a newer application. Why was my application not considered a newer applications which is what I had submitted? This makes no sense. Navient changes the rules as it sees fit. 
If I had not called in then, they would have wrongfully marked my file as late, because it was just 7 days away from being reported to the credit bureaus! This is negligent! 
Want the additional credits retroactively applied to account. I would like to have the IDR plan applied for months that I was pushed the forbearance and deferment and reclaim the months of forbearance and deferment lost on the account. 
I did not receive a letter saying the income payment was denied, I did not receive a call, I did not receive any email. I did not receive any correspondence from Navient! I did not receive any correspondence saying I was in repayment. 
The only notification I received was from Department of Higher Education. 
Additionally, the auto-debit was cancelled without my permission. How is auto-debit cancelled for one group of loans and not the other? 
Auto-pay was terminated on XX/XX/XXXX for the account for one group of loans, but not for the other. Who is accessing the account making these unauthorized changes. Never received any information about who turned off my auto-pay, who did that?! Payment wasnt processed from the account. 
Navient, unauthorized a previous payment due. Navient never processed IDR for XXXX and XXXX in a timely manner. They left paperwork sitting at a fax machine, never processed payment and then in XXXX they failed to process the application because it was out of date and never informed me. 

They never sent any email notifications about my income based repayment. 
I never took off the auto-pay, and I should have been and should be getting the .25 % reductions on the account for over the past 18+ months. I would like a back-date of all the interest that was charged on the account. The .25 % interest that I was charged needs to be refunded to the account, because I was never informed that the payment was over 18 months of extra interest coming on the account. Please refund the additional 18+ months of not benefiting of the additional .25 % reduction to the account. 

On XX/XX/XXXX Spoke to XXXX XXXX who said she could apply the amount due back on the correct loans ( Signature Student loans ) and said she asked supervisor XXXX XXXX who said nothing could be done. Spoke to XXXX and expressed all issues listed here including 4-9 which I also recently dealt with. 

Thank you.

Company response to consumer: Closed with explanation