Consumer complaint received 2019-02-26
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
I had problems making payments on time and getting correct information about additional repayment plan options. 

Hi, I need help urgently. 

Ive was with Sallie Mae prior to XXXX and Navient since about XXXX. 

Ive worked full-time for a non-profit since XX/XX/XXXX. 

Ive had major difficulties with Navient since my loans were switched to Navient in or around XXXX to XXXX. 

My question : Why did they not immediately advise me to switch to a direct loan and/or Public Service Loan Program back in XXXX? 

Although they have documented over 60 on-time IBR payments on time since XXXX I was originally setup prior for IBR prior to XXXX, however, Navient made several critical processing errors in subsequent years, I believe in order to revoke and extend my IBR plan beyond the 20 to 25 years as required in order to apply for forgiveness. 

Even after many phone calls explaining to them that I had submitted my IBR request in XXXX of the prior year, when renewal was scheduled for XXXX the following year, they not only did not process my paperwork on time, which caused in accurate bank transfer collection but also caused inaccurate reporting of on time payments. 

These one-time charged were in amounts of over {$500.00} and over {$1600.00}. They didnt even send me an email prior to sending the payment requests? 


Their incompetence and I believe fraudulent activity, not only caused me be farther behind payments on my IBR program, they also flat out lied to me when I asked them if there was another payment program relating to my employment with a non-profit 501 ( c ) 3. 

They said I did not qualify without even directing me to the proper federal government website in order to confirm what they were saying. They also didnt even consider asking me for my employers non-profit status and/or contact information to verify the status of my employment. 

Im under the assumption that there are recorded phone messages that will corroborate these statements as I had spent many hours on the phone with Navient arguing as to why my annual IBR applications were delayed by over 3-months on several different occasions/years. 

I really need advice on how to proceed and how to find a suitable way to correct these violations to my rights. 

Im also, is in the process of working with Docusign to apply for a Direct consolidation loan in order to qualify for the Public Service Loan Forgiveness Program requiring 120 months of on time payments, however I dont know if hey will advise me on my rights to obtain retroactive IBR payment credits that can be applied to a Direct Public Serice Loan Forgiveness program, as Navient is an official government approved loan servicing provider. 

Navient has documented over 60 on-time payments, however I believe the number should have been much higher, closer to between 90 & 100 payments. 


Sincerely, XXXX XXXX XXXX of XXXX XXXX

Company response to consumer: Closed with explanation