Consumer complaint received 2019-05-23
Company: Navient Solutions, LLC.
State: FL
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:
I am an XXXX XXXX XXXX  in Florida. Being a XXXX XXXX I have applied for the Income Driven Repayment System. I have been on the Income Driven plan since I began paying my loans back in XXXX of XXXX. On XX/XX/XXXX of this year, XXXX, I received an email about needing to re-enroll in the Income Driven plan. I completed my application and submitted it on XX/XX/XXXX. My payments were {$160.00}, but I did expect them to go up due to a raise I received in XXXX. I received an email from Navient on the XXXX stating they received my application. 
On XX/XX/XXXX Navient withdrew {$1800.00} from my bank account. On the XXXX I realized the issue and immediately called their customer service. As a state employee, taking almost {$2000.00} from me leaves me barely enough to pay my rent, let alone leaving me with any left over for day-to-day living expenses. 
The lady I spoke with on the XXXX was minimally helpful. She was able to process the reimbursement request and she told me that it should be returned to my account no later than the XXXX of XXXX. She then explained that once the money is returned to my account, I will need to call them and use a month of forbearance to make up for that payment so my account can be brought back to " current ''. 
On XX/XX/XXXX, I was re-approved for the income driven repayment plan. They took {$1800.00}, two days before approving me to continuing paying less than {$250.00}. 
The XXXX of XXXX came and went and I did not receive the reimbursement. I called again on Monday XX/XX/XXXX to try and figure out what happened. I spoke to a different representative and she told me that it can take up to 10 business days for the money to be reimbursed. She told me the lady who told me that it would be in by the XXXX was just wrong. We recalculated the 10 day window and she reassured me that I should have my money by the XXXX, which was the following day. I thanked her and ended the call. 
The reimbursement was not in my account on the XXXX, but I did not know if it would be posted to my account sometime that day so I did not call on the XXXX. This morning, XX/XX/XXXX, the money was still not in my account, so I called for the third time.The gentleman I spoke with was unhelpful and gave me yet another timeline of when I can expect the reimbursement, this time telling me that it can take up to a month. I asked why there is not a system in place for people who were in the income driven plan, who have reapplied to remain in the income driven plan so that they are not put in this position, he could not give me an answer, but rather asked whether I called to submit the application or did it online. Why that mattered, I am not sure. I asked him who I could speak to because this was unacceptable and he told me that he guessed I could call the Department of Education. 
Navient pushes you to be on an auto-pay system, saying to can qualify for lower interest rates, and I know because I heard the message each time I was on hold waiting for help, and I sure to ensure that they are getting paid every month, yet they don't have have anything in place to freeze my Navient account or my auto-draft as they sit on my application for up to 3 weeks.

Due to the large amount taken out of my account, I will not only have to use one of my months of forbearance for my loan, but I also have not been able to pay my credit card bill and I am now receiving late fees on that account.

Company response to consumer: Closed with explanation