Consumer complaint received 2018-08-02
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I am currently in the process of trying to re-submit for income-driven repayment options given that my family size has changed ( XXXX with my XXXX child ) and mine and my spouses income has changed significantly in the past year. I submitted my application to the department of education, which I was directed by Navient to do on XX/XX/XXXX. At that time, I was informed that I would need to submit supplemental income material in addition to my XXXX tax return which was automatically updated with my application. I submitted the following directly to Navient : XXXX Pay stub from my employer Profit & Loss Statement with my gross/net monthly income for my XXXX XXXX XXXX Direct statement from royalty reimbursement and disbursements that outlined the gross monthly income for my spouse ( he is currently XXXX XXXX XXXX XXXX father but does receive this income source ) A letter explaining each of these items in detail. 
On XX/XX/XXXX I received an email from Navient stating that my application and supplemental materials had been received and that they would process over the next 2 weeks. 
On XX/XX/XXXX I received an email stating that there were " documents missing ''. I called Navient on XX/XX/XXXX and spoke to XXXX. He explained that the income sources provided were insufficient due to not being able to determine what payment period was provided. I clearly stated that in reference to the materials provided, it is indicated that this income is for the monthly gross income for my spouse. He confirmed this acknowledgement and stated that he would again file the information for the application. 
On XX/XX/XXXX I received yet another email stating that there was insufficient material for my income proof. I called Navient on XX/XX/XXXX and spoke to XXXX ( employee number XXXX ). She explained that while she could clearly read on my spouse 's monthly statement that the gross amount was listed, which she read back to me, that I would need to submit a letter signed by him stating and confirming that this was gross income. I asked XXXX to spell out exactly what needed to be in the letter. On XX/XX/XXXX I mailed the following to Navient : XX/XX/XXXX Navient, XXXX. XXXX XXXX XXXX, PA XXXX To Whom It May Concern : I am writing this letter on behalf of my wife, XXXX XXXX XXXX to provide additional information regarding the income-based repayment plan application. I, XXXX XXXX am confirming that the statement provided, which states that my income provided is my gross-income is in fact my gross monthly income. There are no taxes taken directly out of this monthly income. This income is provided by XXXX XXXX and is disbursed monthly. This letter is provided as additional confirmation that this is my gross monthly income for my wifes current Income-Based Repayment Plan Application. Her information is provided below to correspond with the current pending application : On XX/XX/XXXX I received my 3rd email stating that there was insufficient information to process my income-driven repayment plan. On XX/XX/XXXX I spoke to the Navient representative, XXXX ( employee number XXXX ). She reviewed the paperwork and informed me, that what I submitted was insufficient for two reasons : 1 ) I was supposed to submit a letter for each mine and my spouse 's income to clearly state that it was monthly gross income, despite the fact that the Navient processors have the physical statements from each income source and 2 ) I was supposed to list the gross income amount. Both of these items were never mentioned in my original call with XXXX on XX/XX/XXXX. When I asked several times to speak to a supervisor I was put on excessive holds ( upwards of 30 minutes ) to then be told that a " supervisor was not available and would call me back in 24-48 hours ''. When I tried to resume requesting to speak to another representative, this request was denied and I was told that I was prolonging my application by not listening to the representative and sending in the requested information. I tried to explain that I have in fact followed through on every direction provided to me and that each time I am told different and opposing information. However, XXXX continued to state that this is what is required and that until I submit 2 more letters my income-driven repayment plan would be denied. 

These practices are greatly concerning, particularly given that I am a professional and trying to make appropriate payments that are reflected by what I can actually afford with my income and number of dependents. I have tried everything in my power to be timely on my student loans and these practices have forced me into prolonged forbearances that continue to accrue thousands of dollars of interest monthly. I am beyond frustrated and disturbed, particularly when in 6 weeks I will have to begin the entire process again because I will be on XXXX leave and will have yet another significant change to my income.

Company response to consumer: Closed with explanation