Consumer complaint received 2018-06-29
Company: Navient Solutions, LLC.
State: NH
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:
1. NAVIENT HID INFORMATION FROM US that we needed to lower payments SO THAT THEY COULD MAKE MORE PROFIT. They failed to tell me about affordable repayment programs available to me. 
2. NAVIENT LIED TO US ABOUT INTEREST ACCRUAL.

3. NAVIENT LIED BY DIRECTING US TOWARD FORBEARANCE TO MAKE PROFIT.

4. NAVIENT NEGLECTED TO PROPERLY SEND ME FORMS I NEEDED TO KEEP MY LOAN MANAGABLE, SO THAT THEY COULD PROFIT. 
5. NAVIENT disregarded the type of school I went to, similar to offering a sub-prime mortgage, and that an art degree from XXXX XXXX was going to make it very difficult for me to repay. 
*THESE ARE JUST THE FRAUDULENT THINGS NAVIENT DID THAT I DISCOVERED THIS YEAR because the reps told me a different story this year. There may be other ways they deceived me that I don't know. 

I went to school from XX/XX/XXXX to XX/XX/XXXX, and graduated with student loans, both subsidized and unsubsidized government loans. I tried to pay some interest while I was in school, and tried to make payments when I could. My mom helped me, but now she's on XXXX and can't help, and I have consistently made very low income, for example last year was XXXX, and my first paycheck from my new job was {$100.00}. I have an art degree from XXXX University in Iowa, and the only jobs I can get are in coffee shops and restaurants. I also have XXXX and XXXX XXXX which saps energy, so it is a challenge for me. 
The big problem with Navient, is that EVERY YEAR my mom and I have called them and worked with them and wanted to make sure that we were doing the right thing and not accruing more debt, and each time we were told they would put me in Forbearance and no more interest would accrue. I would even ask if the amount I would owe would be the same at the end of the forbearance and they said yes. EVERY SINGLE representative would direct me toward forbearance. They would sometimes send me a form, but many times I did not receive it. But they assured me I was keeping the same balance. 
Suddenly, this year, when my mom called, she mentioned that we usually do forebearance because we can't afford for the loan to grow, and in phone calls on XX/XX/XXXXwith representative XXXX, and XX/XX/XXXX with XXXX, and XX/XX/XXXX with XXXX XXXX, all of a sudden they were telling us no no no, forbearance means you accrue interest daily. My mom told them we were always assured this was the safe way to go, and the answer from all three of these reps was along the lines of, " Well I don't know who told you that, '' and " Well I can't speak for other representatives in the past, '' but would not share any info about these past calls with my mom. 
I called onXX/XX/XXXX and asked for the transcripts of these calls where the reps lied to us and directed us into forbearance instead of Income Driven repayment which they did not tell us about until THIS YEAR, and they said they could not look back or share any information with me about what I had been told in the past. 
The rep last year assured me that I owed {$44000.00} and that at the end of one year, I would still only owe {$44000.00}. INSTEAD, I received a threatening letter saying they were going to report me as delinquent, an increase in interest, and a new balance of {$49000.00}. So basically they LIED to me for years, PUSHED me into forbearance, and now, as XXXX continue to make poverty level wages and am on Medicaid, they are telling me that my interest is accruing daily and I owe {$6000.00} + more to them. 
This is fraud, it is deceitful, it is preying on the weakest, and least able to pay, plus, I stayed in close contact with them, my mom paid when she could, and I was trying NOT to do anything illegal or below board. However, I believe that they did. 
To reiterate : NAVIENT HID INFORMATION FROM US that we needed to lower payments SO THAT THEY COULD MAKE MORE PROFIT. They failed to tell me about affordable repayment programs available to me. 
NAVIENT LIED TO US ABOUT INTEREST ACCRUAL. 
NAVIENT LIED BY DIRECTING US TOWARD FORBEARANCE TO MAKE PROFIT. 
NAVIENT NEGLECTED TO PROPERLY SEND ME FORMS I NEEDED TO KEEP MY LOAN MANAGABLE, SO THAT THEY COULD PROFIT. 
NAVIENT disregarded the type of school I went to, similar to offering a sub-prime mortgage, and that an art degree from XXXX XXXX was going to make it very difficult for me to repay. 
THESE ARE JUST THE FRAUDULENT THINGS NAVIENT DID THAT I DISCOVERED THIS YEAR because the reps told me a different story this year. There may be other ways they deceived me that I don't know.

Company response to consumer: Closed with explanation