Consumer complaint received 2018-04-18
Company: Navient Solutions, LLC.
State: CT
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:
On XX/XX/XXXX - I was enrolled in an XXXX program with XXXX XXXX XXXX University ( XXXX ). They notified Navient of my enrollment, and my existing student loans began to be deferred. 
End of XX/XX/XXXX - I withdrew from the program. I expected that my loans would no longer be deferred as XXXX would notify Navient of my withdrawal ( as they did of my enrollment ). Also, from my XXXX degree, I knew that the school would make notification to Navient and Navient would email me when my loans were due again. 
XX/XX/XXXX - I had checked my online account at Navient.Com - no amount due Between XX/XX/XXXX and XX/XX/XXXX - I had checked my online account - no amount due ( I checked it during this time as this is when I set my budget for the month ) XX/XX/XXXX - I received an email notification from Navient that there were changes to my account. When I logged in, I discovered that Navient had marked my account as past due, and that payment was due on XX/XX/XXXX ( 1 day prior to when then sent the notification ). The notification was sent on XX/XX/XXXX, but dated XX/XX/XXXX - see attached screen print from my Navient.Com inbox. 
XX/XX/XXXX - I contacted customer service to dispute the past due amount, citing that they did not provide notification to me within a reasonable time frame to make the payment on the due date of XX/XX/XXXX. The service associate ( XXXX ) offered to submit a forbearance on my behalf that I was not able to pay the loan for the month of XXXX. I advised that was not acceptable because I was not at fault as Navient had failed to provide me a notice to repay in a reasonable amount of time. After almost 30 mins and being put on hold several times, I had to return to work and asked for the name/ number of a supervisor to call - I was put on hold again and had to disconnect.I called back about 30-45 mins later and spoke with Supervisor XXXX  XXXX XXXX. XXXX informed me that there was some issue between when they received the notification and when the system processes the invoices, and basically I fell into a gap and there was nothing she could do to change the due date/ past due notice. I asked who else I could escalate to, and she advised someone from the Advocate 's office would contact me back XX/XX/XXXX - I submitted a complaint to the Dept of Education - Case # XXXX to advise I believe the way that Navient is servicing my loans are unacceptable. I received an automated reply that they will respond in 15 days. 
XX/XX/XXXX - At XXXX EST Navient 's Advocate contacted me - XXXX XXXX. I went through the scenario with her again, and she advised that Navient does use an automated system, and although it is an uncommon scenario, because they received the notification from XXXX on XX/XX/XXXX and my loan due date was XX/XX/XXXX, the system automatically makes the payment due same day. She advised there is nothing they can do to change it. She advised had the notification been received on XX/XX/XXXX, it would have kicked the due date forward to the next month. She said that they were not allowed to submit any administrative forbearance on my behalf, and noted that I refused to take a forbearance offered by service. I advised that I did not feel it was right I should have to use 1 month out of my forbearance allowance to make up for Navient 's failure to notify me in a timely fashion. I advised that I had submitted a complaint to the Dept of Education, provided her the case number, and that I would await their response in 15 days. I also confirmed I would be more than happy to repay my loans at the rate of approx. {$350.00} a month beginning in XXXX, my request was that they not mark XXXX past due or make me take a forbearance. She advised that she would wait for the Dept of Ed to reach out regarding my case, and noted that they would tell me the same thing she has already told me. 
I am submitting this additional complain to the CFPB because I believe that this is an unacceptable way for Navient to be servicing my student loans. This is just a common sense thing - there is NO OTHER business/ bill that I deal with that doesn't provide sufficient advance notice when a payment/ bill is due. The fact that they invoiced me 1 day after the due date is completely unacceptable, and I feel its inappropriate of them to direct me to take a forbearance. I just want Navient to use common sense billing systems that will give appropriate advance notification.

Company response to consumer: Closed with non-monetary relief