Consumer complaint received 2017-06-01
Company: Navient Solutions, LLC.
State: VA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Problem lowering your monthly payments

Complaint:
I 've had a consolidated student loan, {$5700.00} ( {$7800.00}, interest added? ), in either deferment or forbearance status for several years, always making sure to reapply, so as not to be in default, before a due date. In XXXX, I recertified before the due date, then received a Navient notice that I failed to do so. I informed them that I routinely followed the same procedure from all previous applications. I again re-sent the requested information and then received notification that it was " unreadable '' and could n't be accepted. I had to resend the info again and was requested to access an online encrypted email service, which timed out every single time I attempted to read correspondence from Navient. Finally, once again, they informed me that I needed a certain document from Soc Sec concerning a XXXX review document. Twice, Soc Sec incorrectly sent the same benefit letter, which took weeks, then after my 3rd request, they sent the correct form, which I sent to Navient. But then they said it was n't adequate for the length of time before the next review. I had been reviewed in XXXX, with a 5-7 year interval before another review. Navient requested the document in XXXX and with, if necessary, another examination in XXXX, Navient decided it was n't acceptable for a XXXX discharge. At that time, I was homeless, struggling to survive in the cab of an old XXXX truck that I leased and which took almost every dime and more in additional gas to heat in winter and cool in XXXX 's hot summers. I was unable to keep up with other monthly payments and those debts added to an overwhelming inability to manage, financially and emotionally, and resulted in a stagnant state that I could n't address with no means to do so. This past month, on XXXX XXXX, at the credit union, I received a shock that almost made me fall to my knees bec my legs suddenly felt weak. The teller informed me that {$140.00} had been taken from my Soc Sec XXXX before it was direct deposited in my savings acct. I could n't fathom who or why or what caused such a new hardship for me, without any warning or notification at all, none. I called Soc Sec and they called back several hours later. At first, the rep did n't know what happened and I requested a further search. Then she said it was for a student loan and the federal govt had a right to garnish anyone 's Soc Sec check. But I informed her that I did not receive anything from them or Soc Sec that it was being done without giving me a chance to appeal or have any payment reduced. She said I was mailed by them in XXXX and XXXX, and I adamantly refuted that claim bec I absolutely did not receive one word, or email, or postal mail. She insisted that I received the 2 letters and I said I did not. I then asked if the street name was spelled wrong, bec it 's an odd name. She looks it up and said mail was sent to a XXXX address! I was stunned and asked why was it sent there, to an address not used in15 years! She did n't know and I informed her that they and any student loan handler have the XXXX address on record. I asked how can I stop or appeal the high garnishment and she said it could n't be done. I requested that copies of the 2 letters be sent to my XXXX address, she agreed to do so but it would take a few weeks. I 'm still waiting to receive them. I have just recently been able to rent a small apt , {$500.00}, plus utilities, {$250.00}, no cable or satellite. I pay $ 90-95 for a cellphone and service. I had to rely on a food donation from a church bec the {$140.00} was part of my budget for food and necessary items. It is too much of a hardship and I know from experience that if I can only partially pay for utilities that will be a growing debt. As it is now, I could n't pay the phone service minutes and ca n't call Navient or XXXX, only email them to find out if they garnished Soc Sec XXXX. I looked online on the student loan site that lists the loan and on the Soc Sec site and ca n't find anything or notices about garnishment on my accounts. When I emailed Nelnet I requested the disabilitydischarge application for my doctor to fill out. I received it, took it to his office, and mailed it to Nelnet when his office told me it was ready for pickup. I still do n't know who took that horrible amount out of the monthly XXXX benefit and how can I request an appeal or a much reduced fee or for it to stop? I really think it was an underhanded, sneaky purpose to prevent actually informing and enabling me to stop the garnishment process by sending the mail to a 15 year old former address and not to my address on record at every one of those agencies.
I hope you can help me discover what is happening now and why I was n't given any notification of this ambush on my XXXX benefit, that is even hundreds of dollars below their own poverty listings. Thank you. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation