Consumer complaint received 2017-09-13
Company: Navient Solutions, LLC.
State: MA
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
I tried to set up a recurring payment plan for all of my loans starting in XXXX XXXX. I was told today XXXX XXXX XXXX, XXXX ) that I had only established recurring payments for XXXX of the XXXX loans. I have been in repeated contact with Navient to attempt to get my loans current, including attempts to set up recurring payment plan XXXX XXXX ) which did not reoccur. After being frustrated with " Navient Customer Service '', I attempted to pay the loans online on a monthly basis but I was thousands of dollars behind schedule so it took many attempts. I have spent the past several months paying the current montly amount due and slowly catching up on the past due amounts, and I have informed representatives at Navient that I will continue to due this until all the loans have XXXX past due, which they have acknowledged. On XXXX XXXX, XXXX, I would have finally had all XXXX remaining loans paid with XXXX past due, however I just discovered that XXXX of the loans are " cashed out '' or " default '' which occurred on XXXX XXXX, XXXX. My previous payment on all three of these accounts was in XXXX XXXX. I have repeatedly been told that I can avoid default by making the monthly payment which brings the total days past due down by 30 days, which I have records of, and yet somehow I somehow have XXXX accounts in " default '' or " cashed out '' status. Furthermore, I paid on XXXX XXXX, XXXX online with no indication whatsoever that XXXX of these loans are in " default '' or " cashed out '' status. Over the past XXXX hours on the phone, I have tried to figure out how XXXX accounts are in default, and they make ominous claims that " the loan was not being paid as promised '' as a valid reason for the default. I received conflicting definitions to the time period for how the loans would become default. I was told that if a loan was 1 day past due, that it would be considered 1 day delinquent, and that it would default when it is 212 days past delinquent. I was also told by a Navient employee that a loan is considered delinquent if XXXX payment is made, and I was also told that this is not true by another Navient employee. The " Navient XXXX '' department is apparently the only department that will work with me on these XXXX loans, and they acknowledge that I have repeatedly communicated with various Navient employees, they acknowledge that I have been making substantial payments, but they have thus far refused to reverse this " cash out '' decision that went through on XXXX XXXX, XXXX. On Friday, XXXX XXXX, XXXX, I will be paying the less than {$900.00} to bring all XXXX accounts up to date with XXXX past due, and I will again be calling them to try and reason with them. I informed them all that this is what I intended to do, and I plan to carry it out. 

I was told by the Navient XXXX department that it is possible to reverse the " cash out '' decision, but that it " does n't seem like it will happen '' in my case. They gave me reasons like " you should have called '' and through conversation they acknowledge that I have repeatedly been in contact with various Navient employees. They claimed that I should have been making more regular payments, but they acknowledge that I was making substantial payments and I was catching up. At least XXXX different employees said that if I log into navient.com then it would say that these XXXX loans are " cashed out '' or " default '' but the website does not say this for any of these loans. I was able to make a payment on XXXX XXXX, XXXX with no notification of any " default '' or " cash out ''. 

I repeatedly asked many departments if I received notification of when a loan would default, but I was not provided a single document that said any specific loan will default on any specific date. XXXX employee claimed that a paper letter was sent on XXXX XXXX, XXXX which said that I needed to contact them or it would result in default, however I can not locate this letter and I was not offered a copy of this letter. The same employee claimed that I was notified in email that my accounts would default on a certain date, but I pulled up every email sent and there is zero instances of the words " default '' or " cash out '' throughout all of XXXX and XXXX ( except for XXXX email which contains the word " default '' because it it part of XXXX employee 's title in their email signature ). 

I have XXXX concrete record of being notified that my loans were going to default, and I only just received a letter dated XXXX XXXX, XXXX, stating that these XXXX loans are in default, assigned to Recovery department. The total balance of these XXXX loans is listed on this XXXX XXXX XXXX letter as {$28000.00} and is referred to as " immediately due ''. On the phone today XXXX XXXX, I was told that the amount due in full is {$27000.00}, and I was offered a settlement of {$19000.00}, then later a settlement " with XXXX approval '' of {$15000.00}. I was also offered a " {$7500.00} down payment with monthly payments of {$250.00} ''. I informed everyone who made these offers that I do not have the ability to have that money, and they all asked me if I could borrow from family, borrow against life insurance, borrow against XXXX or other retirement accounts, or attempt to get a new loan. 

I have also been contacted at work repeatedly on the phone ( at my desk ) and I informed every employee that I can not discuss personal matters at work and to please contact me after work and I provided the number and they did not once contact me the same day as they said they would. Today I was given the excuse that " we do n't have automatic dial-ers, we have to manually call you ''. They have even faxed the same document to random numbers at my work which has jeopardized my standing to say the least. The document is always the same ( replicated below ) and has been sent on many different days to different numbers at work ( personal information blocked with " # '' ) : NAVIENT XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, DE, XXXX **TIME SENSITIVE, PLEASE COMPLETE & SEND BACK TO NAVIENT** Date : XXXX/XXXX/XXXX Reference IDE : # # # # # # DES NAME OF COMPANY : # # # # # # # # # # # # # # Fax Number to Verify Employment ( # # # ) # # # - # # # # ATTN : PAYROLL We are requesting employment information on # # # # # # # # # - LAST XXXX DIGITS OF SSN # # # #. Please contact us by calling XXXX, or please fill in the information requested below and fax to XXXX XXXX XXXX XXXX. Any information that you are able to provide is greatly appreciated. 

Please have the employee sign the bottom of this form. 

Thank you for your prompt attention to this matter. 

EMPLOYMENT INFORMATION Employer Info : XXXX XXXX Status : ___________ Date of Hire : __________ Full-Time/Part Time : __________ Corporate Payroll Address : XXXX Address Line XXXX : ___________ Employee Address : __________ Employee Phone Number : ____________ Employee Signature : XXXX Please fax back to navient at ( XXXX ) XXXX Unfortunately, my mother cosigned on XXXX of the original XXXX loans, and she has repeatedly paid thousands of dollars towards Navient. Several times, my mother told me that she asked to pay all the loans to make them current, but Navient redistributed the loans to pay some loans ahead while some fell behind. My mother has also received refund checks for " overpayment ''. 

In closing, I thought I was XXXX days away from being fully independent and paying all my loans with XXXX past due, but instead I discovered that my situation might be ruining the next several decades of my life.

Company response to consumer: Closed with explanation