Consumer complaint received 2019-03-15
Company: Navient Solutions, LLC.
State: PA
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:
Since XX/XX/XXXX, I have been trying to figure out the best option to repay my loan. Since that time, there has been a variety of answers, with only a few being consistent. The previous info being in a separate complaint. On XXXX. XXXX, I spoke with XXXX XXXX # XXXX to try to figure things out. I explained my situation to her. I let her know that the last 3 reps I have spoken to had conflicting information. I want to pay my loan off, so I asked about a graduated repayment plan. She told me it was XXXX. XXXX some dollar at first, and then every 24 mos it increased. This was discussed at the end of XXXX. I was then sent the same plan I was currently on after she asked about my income. I had to call the next morning to let them know that is NOT what I had asked for. I was then sent a letter stating that Navient was sorry for the delay. There were NO specifics about payment. I was then sent an email regarding the plan I had asked about .I was then sent the plan I had asked for at XXXX/mo. This is not what was communicated to me by the people I had spoken with. Again, I called back and spoke to XXXX on XXXX. In the meantime, I had contact an attorney because of all the discrepancies with the answers I had been given. I am trying to pay my loan off .This company is making it REALLY difficult. I was told I could pay my interest of XXXX of interest during forebearance. Then I was told it was upwards of XXXX When I asked XXXX what my interest was because I wanted to pay, she let me know it was XXXX. XXXX dollars. Plus, some change. I paid, adn my e-paymetn wasn't posted until XX/XX/XXXX. I paid on XXXX so 4 days of interest had accrued. Ridiculous. All payments I make by website are posted immediately. So, I ask her about looking up interest so I can see what I owe during a forebearance. We are both on the website at the same time. I want to know where I can find my daily interest so I can pay. She tells me to look at a tab, so I do. I tell her there are only options beginning with 6 mos. She finally admits that she " doesn't know '' where I can find that info. I just want to pay my loan. I called an attorney. 
She told me to go back on income driven, but I have already paid to get out, so I can pay my loan, and actually make progress. She has no answer. I let her know that I have been misinformed several times in the last week. The attorney tells me to go back to income driven as well. I call this evening XXXX and speak with XXXX # XXXX. I tell her the issues and discrepancies. I was put back on a plan that paid to exit, then I had to call to change to the plan I had requested. This was all ok via internet. everything accepted. When I called and spoke with XXXX, she told me I needed to fill out another app for Income Driven when I was just accepted WITHOUT an app on the XXXX of XXXX. I called today, XXXX and spoke with XXXX # XXXX. She let me know she can not reverse the transaction, and that I still need to submit the application that I submittted in XXXX of this year. Yet, on the XXXX, this was not a request, and I was sent the info for the IDR. It is a yearly renewal, and it is not XXXX. So, Navient is, again, not helping anyone. There is no reason for me to fill out the application again for the Income Driven Repayment Plan, that is still valid from XXXX. The company is telling me I have to fill out another application to be re-instated - when it was all ok on the XXXX without having to do so because my info hasn't changed. Now ; however, the payment from that time has decreased, therefore increasing, a borrower 's balance, and the money owed. All of this information is recorded via phone calls. This company is a mess, and is NOT helping the economy, or consumers. Their employees have no idea how to help borrowers, and the information is misleading. They continue to add interest 4 days after an e-payment has been made.

Company response to consumer: Closed with explanation