Consumer complaint received 2019-06-14
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:
For the last 2 years I've been trying to get the correct amount to pay my loans based on an income sensitive repayment plan. Since XX/XX/XXXX when I was laid off from my job I've been trying to get the monthly payment. I applied for Unemployment deferment but Navient didn't finalize the deferment because they say my husband didn't co-sign on fsfa.gov. Even though he had done so in XX/XX/XXXX. Once I found out in XX/XX/XXXX that the loans weren't deferred, we applied again in XXXX & finally Navient got the information to defer. Interestingly, I have 2 emails from Navient in XXXX & XXXX stating that it's taking longer than usual because of volume to process the first deferment request. And then they said they didn't receive the co-signed information. 

I talked with someone via phone at the Dept of Ed & they had the online completed co-signature and I have an email with the information regarding this call on XX/XX/XXXX. A new paystub was entered with the new income amount. I was told that Navient had all that they needed. I received a letter amount a month & a half later with the payment amount of {$790.00} due per month. Of course I was floored as I've never paid more than {$270.00} per month for all three loans that I have. I applied again for the income sensitive repayment as I was told via mail that I no longer qualified for this type of repayment plan. 

I then followed up with a phone call to Navient 's customer service line to state that the payment amount must be wrong given that I was in an Unemployment deferment, income was half of what I'd been receiving before & that I kept being deemed ineligible for a repayment plan that I'd been eligible & deemed ineligible for previously. Navient kept saying that they would expedite a determination & get the payment amount. A couple of months later, I still didn't have a payment amount. I'd asked them to expedite this again & I'd still been in unemployment deferment because of the earlier issue even though I'd gotten employment again after being unemployed for 5 months. 

I asked them to do the recalculation of my new employment right after the Unemployment deferment took affect. By XXXX, I received a letter from Navient stating that my new payment was again {$790.00} which coincidentally was the same as I'd received about 6 months before. I had anticipated that it would be about double as our income had doubled, however, I didn't anticipate an amount of almost 3 times the previous amount I'd paid given that we only made $ XXXX more. 

Of course, I'd called Navient again & asked what was going on. By this time ( XX/XX/XXXX ) I'd been let go from the company I'd been employment for & applied again for Unemployment deferment in XX/XX/XXXX. Two weeks later I uploaded the Unemployment deferment form. My husband co-signed online & I uploaded the new income. I received a letter stating that that they'd denied the Unemployment deferment as they didn't receive information that my husband co-signed for the 2nd time. Then I got an email from the Dept of Ed stating on XX/XX/XXXX that my husband had co-signed successfully. I got a letter a couple weeks later from Navient stating that my husband had applied but that I hadn't. Not sure why I got this as I'd applied before my husband. I got another letter from Navient stating that the new amount was again {$790.00} due on XX/XX/XXXX. 

I have communicated with Navient once a month for the last 2 years to get this straightened out & I still can't get resolution.

Company response to consumer: Closed with explanation