Consumer complaint received 2023-10-17
Company: Navient Solutions, LLC.
State: CA
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 XX/XX/XXXX I called Navient to recertify my IDR and ask about Consolidation on interest rates and my current Federal Loans. Up until that point I had multiple loans at different interest rates, and enrolled in IDR from XXXX XXXX XXXX XXXX ( Never receiving my XXXX degree because I could not afford to complete my degree and take out more loans ). I received the information from Navient ( via phone-recorded line ) that Consolidating would be a good option and that nothing would change on my account or payments. I asked over 4 times on the recorded line if my IDR payments and recertification history would be impacted or erased in any way, and each time I asked they had assured me that nothing would happen and that we were just consolidating loans. I was doubtful with the information as Sallie Mae, then Navient, had consistently always advised misinformation and had also enrolled me and solicited me through multiple phone calls, irl mail, and email, and soliciting my parents, and work to consolidate or enroll in programs such as IDR with no confirmation on whether it would ultimately happen. As well as guide me in the direction of the Consolidation agreement ultimately impacting my entire IDR history erased on my account. After I agreed to consolidate over the phone. The customer service agent from Navient advised me that all should be good and that my payment would have a consolidated loan with the lowest interest rate. They then advised that my account had erased past IDR certifications and payments and I was starting on my 20-25 yr journey of repayment on that day of Consolidation. Literally starting over. I began to cry and beg the agent why they lied and why they would misguide me to Consolidate my loans after asking multiple times. They basically kept denying and lying, and said there was nothing they could do. I spoke to their Manager and they advised there was nothing they could do. I called multiple times that week and the next week and each time I called, They gave me different stories. One would say, '' I'm looking at your account and it shows you have been enrolled since XXXX and you are on your way with the IDR plan to pay off in 11 years. '' The next day I would call and the story would change and the next agent would tell me " You have just enrolled in IDR and you have 24 years ahead of you for repayment. '' Next I would call and the agent would inform me, '' You are on your way to loan forgiveness in let 's see here XXXX years. '' I was literally all lies, all misinformation. No one had a straight story and no one knew what they were doing. By the time I got to the second week. I was crying and exhausted from all the lies and no one agent had any evidence of my calls ( even though each agent told me they were recording the information into my account to be reviewed by their manager ). The woman I spoke to had just fed the same amount of misinformation and lies like all the other agents. I begged her to be honest, and she actually broke down and said over the recorded line. " This system is set up so that no one can pay their loans. You are paying the interest and will probably never get to a place of paying them down. I hate to tell you but there is no proof or guarantee that if you continue on your IDR journey your loans will even be forgiven. I'm sorry there is just no way that we can even promise that. '' It was disgusting to hear, but honestly this person knew the corruption of the industry. Once Navient became XXXX it was no better. They had no history. Nothing was transferred over from IDR enrollment before XXXX, and now I am in ridiculous debt that is impacting my family and our lives and I was not even considered for loan forgiveness with XXXX  1st round. I am so fed up with these corrupt companies. I had a friend consolidate her loans a couple months before XXXX started SAVE and she was granted Loan Forgiveness for all her loans. How is it fair or just? It's absolutely criminal and insane how these companies actually call themselves a business. It's not even humane... PLEASE HELP!

Company response to consumer: Closed with explanation