Consumer complaint received 2021-10-08
Company: Navient Solutions, LLC.
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
When the Coronavirus Federal Government pause on Federal Student loan collection was initiated, and when Federal Student Loan companies, like Navient were required to cease collection efforts and cease charging interest, my Federal loan servicer, Navient continued to send me a monthly reminder of my bill due under my income based repayment program. I though this was odd, since month after month during this Coronavirus pause on payments, my other lender, XXXX XXXX, did not communicate with me, no requests for payment, etc. at all. Yet Navient sent me emails a few per month that reminded me to make my payment. I made payments each month and on a phone call to them in the Fall of XXXX, I asked about why they are still seeking payments from me each month, I was told " yes, we are '' and I asked if they are still charging interest, and I was told " yes '' by the representative from Navient that I talked to. I just received another reminder this month, XX/XX/XXXX, when payments on Federal Loans are paused, to make my payment to Navient. I am including the email copy below. It seems to me that Navient is willfully disregarding this Federal Government mandate on how they should be operating. and insisting on payment and charging interest during this Coronavirus pause : Note : I am requesting that Navient reverse all interest charged during the Coronavirus period of Federal payment pause and apply all my payments during this Coronavirus period to my principal on my smallest loan and respond back in writing or email to me confirming that the payments have been applied to the principal on my {$8700.00} loan and that all interest has been reversed. 

Here is there email : XXXX, let 's get on track. Payment is due. 

We know life is busy, so paying your federal student loans may be the last thing on your mind. Looks like your last payment was made on XX/XX/XXXX. Log in to review your account status and make a payment. 

Pay Now If you can't make a payment right now, please call and talk to us about your options at XXXX. We're here for you : Monday - Thursday XXXX XXXX. to XXXX XXXX., Friday XXXX XXXX. to XXXX XXXX., Saturday XXXX XXXX to XXXX XXXX. ET. 

Or, skip the call - make a payment online or by mail : Navient, XXXX XXXX XXXX, XXXX XXXX PA XXXX XXXX 

Tips and resources Payment options are available like Income-Driven Repayment ( IDR ) if you need a lower payment. 

Navient.com and StudentAid.gov provide extensive information on all options available, including deferment and forbearance if you need to postpone payments. 

Please do not respond to this automated message. Emails sent to this address are not monitored. 

When you provide a check as payment, you authorize us either to use information from your check to make a one-time electronic funds transfer from your account or to process the payment as a check transaction. When we use information from your check to make an electronic funds transfer, funds may be withdrawn from your account as soon as the same day we receive your payment, and you will not receive your check back from your financial institution. 

Privacy | Terms of Use XXXX Navient Solutions , LLC . All rights reserved. Navient and the Navient logo are registered service marks of Navient Solutions , LLC . Navient Corporation and its subsidiaries, including Navient Solutions , LLC, are not sponsored by or agencies of the United States of America. 

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Company response to consumer: Closed with explanation