Consumer complaint received 2018-03-16
Company: Navient Solutions, LLC.
State: FL
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:
RE : Navient customer service and the Public Service Loan Forgiveness Program Dear Sir or Madam I am writing to file a complaint about two things related to my student loan debt. One is regarding Navients handling of my student loans prior to consolidation with Direct Loans inXX/XX/XXXX. The other is regarding XXXX XXXX  and XXXX XXXX XXXX. 
Concern 1 : My student loans were handled by XXXX XXXX/Navient in the few years prior to XX/XX/XXXX ( when I consolidated with XXXX XXXX in order to qualify for the Public Service Loan Forgiveness act ). 

In XX/XX/XXXX, when I heard about the Public Service Loan Forgiveness act, I contacted my loan servicer ( at the time XXXX XXXX ) and asked them how I could apply and qualify for this. Knowing I work for a XXXX XXXX XXXX and that I would likely qualify, ( with over {$60000.00} in debt and an annual salary of {$38000.00} at the time ), I was eager to do what I needed to do. The customer service representative told me that I needed to do nothing but wait till I had paid 10 years of payments. I called again the next year and was told to wait. I was told that XXXX XXXX is a XXXX XXXX service provider, so to keep making my on-time payments and watch for more information to be released on eligibility. I remained with my public service employer and continued to make payments under IBR. 
Not until XX/XX/XXXX, when I heard that I should talk to XXXX  XXXX, did I call them and they told me I had to consolidate my loans with them. At that point, I learned all my payments from XX/XX/XXXX ( when PSLF began ) through summer XX/XX/XXXX ( when I finally was told to consolidate with XXXX XXXX ) would not count towards PSLF ). Since I have been working for the same eligible employer and making on time payments that entire time, I feel like I was purposefully mislead. At one point, I even liquidated my retirement savings in order to make payments. Sadly I paid with one single check to last a year and Im afraid that too didnt count. If I had held it back in an account and paid monthly it would have counted. 

Regardless, XXXX XXXX purposeful withholding of the information I needed cost me 2 years of payments that I believe I am entitled to through the PSLF. 


Concern No. 2 : Concern NO. 2 Please note that I have applied for the PSLF program. My employer ( whom I have been continuously employed by since XX/XX/XXXX ) and years of service were approved. XXXX  XXXX XXXX are not crediting me with the appropriate amount of months. This is related to the Handling of my loan by Navient. 
I have sent the correspondence below twice to XXXX XXXX and received no response. First sent : XX/XX/XXXX, Second copy : XX/XX/XXXX I am asking that my payment history be reviewed to more accurately account for my payment history in consideration of the eligible payments for the PSLF program. I do not believe I am being credited for the appropriate number of eligible payments. My online account says 62 eligible payments. 
Please consider : My loans originated between XX/XX/XXXX and XX/XX/XXXX. I consolidated with XXXX XXXX at some point. 
I began working for a XXXX XXXX in FL in XX/XX/XXXX. I am still employed there and have been consecutively since XX/XX/XXXX. This employment history has already been certified as acceptable for the PSLF program. 
I have been making payments since that time. I dont believe I have missed any payments or had any late payments. 
In XX/XX/XXXX, at the time of the passing of the PSLF, I called to ask if I needed to do anything differently. I was told that XXXX XXXX is a XXXX  XXXX  XXXX  provider, so to keep making my on-time payments and watch for more information to be released on eligibility. I remained with my public service employer and continued to make payments under IBR. 
In XX/XX/XXXX, I called again and was told I needed to consolidate again with XXXX XXXX. I did this immediately. I remained with my public service employer and continued to make payments under IBR. 
I do not think I am being given credit for all the payments I have made since XX/XX/XXXX, despite being employed by a public service institution during this entire time. 
I would appreciate a review of my payment history. I have do have a lengthy digital file that details the loan history that I downloaded from XXXX XXXX last year. I would be happy to send it if needed. If I need to obtain a history of the XXXX XXXX payments, I would be happy to do that, please let me know. I am wondering if the prior payments ( Prior to XX/XX/XXXX ) were perhaps overlooked on accident? 
I feel I have been making a good faith effort to comply with the requirements as they have been made public and available. Please let me know if I can provide any additional information.

Company response to consumer: Closed with explanation