Consumer complaint received 2017-12-07
Company: Navient Solutions, LLC.
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
On XX/XX/XXXX I contacted Navient and spoke to XXXX ( Employer ID : XXXX ) who helped me process an income based deferment and alerted me that it would expire onXX/XX/XXXX. I am sending a Navient statement ( dated XX/XX/XXXX ) that clearly indicates that payments are scheduled to begin on XX/XX/XXXX. 

Starting in XX/XX/XXXX, I began to receive notices from Navient that my payments on my loans would begin, and by XX/XX/XXXX and XX/XX/XXXX, I was receiving numerous notices in the mail and phone calls from Navient alerting me that I am delinquent on my student loan payments. 

To resolve this issue I contacted Navient in early XX/XX/XXXX and I shared information about the income based deferment with an agent, and the person who assisted me, XXXX, along with her Employer ID number. Despite providing this information, I was informed that I was delinquent on my payments, and while Navient would investigate the matter, insisted that the delinquency could not be removed unless I made payments to my loans. 

I contacted Navient again on XX/XX/XXXX and spoke to XXXX ( Employer ID : XXXX ) who alerted me that it is rare that income based deferments would be as lengthy as the one I received, and that in order to continue the income based deferment, I should have re-applied in XX/XX/XXXX. No notification of this information was provided to me about this, and contradicts the statement provided by XXXX in XX/XX/XXXX and approval of an an income based deferment that would continue until XX/XX/XXXX. Consequently, as a gesture to counter the ill-treatment I had received from the previous Navient representative and harassment from agents who called me demanding payment, he stated what he could do was to allow me to begin my payments in XX/XX/XXXX. I thanked him for this gesture, and asked that he forward this information in the mail. 

On XX/XX/XXXX, I received two letters from Navient dated XX/XX/XXXX. The first information on how I can apply for an income-based repayment plan. The second, an updated payment schedule, but noticed that capitalized interest had accrued. 

I contacted Navient on XX/XX/XXXX and spoke to XXXX ( Employee ID : XXXX ) and asked about why I was being charged interest on my loans, which should have still been on an income based deferment. XXXX alerted me that I had approved a Forbearance over the phone with XXXX on XX/XX/XXXX. I alerted XXXX that I never applied for Forbearance, nor was I alerted by XXXX that his gesture to extend my payments to XX/XX/XXXX, meant that I was entering into a Forbearance agreement. 

I accessed my Navient online account and indeed found a document indicating an approval for forbearance, also dated on XX/XX/XXXX. I am perplexed as to why this forbearance document ( see attached Forbearance Approval ) was not sent via postal mail along with the other two documents that bear the same date. As my communication preferences with Navient are for postal mail delivery only, and have been since I first obtain my first student loan in XX/XX/XXXX, the fact that Navient did not forward this document to me on the same date as the other aforementioned documents reflects corporate malfeasance in not maintaining transparency regarding Navient 's actions. 

To summarize, Navient : 1. Failed to maintain an income based deferment application filed on XX/XX/XXXX 2. Has identified me as delinquent on my payments 3. Has sent numerous communications ( mail and phone ) requesting repayment 4. Has processed a forbearance for my student loans without my approval 5. Is charging me interest in the amount of XXXX With the recent revelations that Navient has steered multiple borrowers to multiple forbearances instead of income-driven repayment plans since XX/XX/XXXX that are now part of a lawsuit, it has become clear that Navient is continuing to engage in similar practices with my student loans. This has caused the loss of unnecessary time and undue stress. I have done my due diligence to resolve the matter numerous times, but to no avail. Therefore, I kindly request that the Consumer Financial Protection Bureau intervene in my case and help resolve this ongoing dispute. 

Thank you for taking the time to read my case, and I look forward to hearing from you. 

Sincerely XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation