Consumer complaint received 2019-03-24
Company: Navient Solutions, LLC.
State: TN
Product: Debt collection
Sub-product: Federal student loan debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
On XX/XX/2019, my employer send me A emailing stating that my wages will be garnish starting XX/XX/2019. So I contacted the loan company to informed them about I never received any information and at that moment they updated my information ( address in the system as they stated ).  Spoke with a representative who took my call and stated that they will still garish my wages even though I never receive any information first by mail but only from my employer who receive it on XX/XX/XXXX and 15 % will be taken out. I was informed by the representative that I can get on income base program after I make 5 consecutive payment, plus the {$5.00} a month for 6 months. I cant afford that and I just started this job back in XXXX and just moved here, but she stated in order to do that I will have too. On XX/XX/XXXX, I contacted the company about I never receive the information about the garnishment at all and was informed by representative that it was send out on XX/XX/2019 to an address I never lived at, which I told them and the federal law ( Public Law 102-164 ; 20 U. S. C. 1095 ( a ) et seq ) stated that Your creditor must give you a 30-day notice, the representative placed me on hold because she did not know what I was talking about and I ask to speak with a supervisor. When the supervisor finally got on the phone and informed him about I never received a letter and thats not my address. I was highly upset because my social security number is on the paperwork my employer emailed me. The supervisor stated that it was my job to keep my address updated and I informed him that on the site that I access it is updated to a address that I receive my mail too. The supervisor was very rude and while he was talking I listen. So when he finished I explained to him again Sir I never received a letter and never stayed at that address and while I was talking he was raising his voice and over talking me. So when I ask him a question he didnt answer at all for and it was a very long dead air on the phone. I said hello like five times and no answer and when finally got on the phone again, I ask him did he here anything I said and his answer was yes and I said well I ask a question and you didnt say anything at all. So he stated again, its my job to update my information, I ask for his Boss and stated she is not in and that she is a very busy woman. So I ask for her name and number which he provided the name and said her number is the same as if I was calling in. I ask him do he know when she will be in and he stated I do not know, she is a very busy woman. I informed him that I will be filing a complaint because of his unprofessional towards me. On the following day I contacted Navient about the situation and was informed to speak with the collector, I informed them that I have and they are unprofessional and rude. Representative informed me that I can do voluntary payment with them instead of the wage garnishment but it will be up to them. I said okay, I will give that a try. So I ask to speak with there consolidate representatives and I spoke with a a representative and she walked me through the steps and was informed that it will take up to 90 days but to contact the collector to informed them that I will be doing that and see can they place it on hold since it doesnt start until next month. So I contacted XXXX XXXX again and as I was speaking with a representative who placed me on hold 3 times after I was speaking with her about the consolidation she placed me on hold again and but her supervisor on the phone who I spoke with before who was very rude and unprofessional and he explained to me that, thats not a good idea because I wont be able to apply to the IBR program if I do the consolidation and it will be more interest and I said well Sir I am going to do the consolidation and he stated the wage garnishment will still take place, so I ask him about the voluntary payment I can do and he decline. So I told him that I would like to do a hearing and can they send me a validation of my information from them. He stated that they will. I ask them how long will it take for them to send it out because the paperwork that was send out to my employer stated XX/XX/2019 and she received it on XX/XX/XXXX. He stated we will send it out on today. He also stated if you do the hearing that they will have to remove me from the IBR program and I said okay. Thank you.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation