Consumer complaint received 2018-04-05
Company: Navient Solutions, LLC.
State: WA
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:
I submitted my documents for the Income based repayment plan, working with Navient, In early XX/XX/XXXX. I had originally enrolled in the plan in XX/XX/XXXX. I received notification on XX/XX/XXXX that the documents had been received, were in process, and would take 17-20 business days to complete. On XX/XX/XXXX I received confirmation that I was " approved '' for the payment plan, which I had already been enrolled in and was just resubmitting the necessary documentation to STAY enrolled, and that my payment would be {$740.00} per month beginning XX/XX/XXXX. One week later on XX/XX/XXXX, I received another message titled " CHANGE IN LOAN TERMS '' and stating that I had not submitted my paperwork, that if I don't submit by XX/XX/XXXX I will go to the default payment plan which my payments would total approximately {$1400.00} each month, and that my payments would begin on XX/XX/XXXX. It did not specify any thing about specific changes to loan terms, however, just stated that I didn't submit my paperwork. I spoke with an employee at Navient who was able to verify for me that I did indeed submit my paperwork and that they were still " processing '' what the total amount would be. I explained to him that I was sent a document on XX/XX/XXXX stating what the total amount would be and that I would not accept any other amount as they had already verified this. He then said he located the document they sent on XX/XX/XXXX, and proceeded to explain that my payment was actually {$730.00}, and resent an document confirming this change in the amount or how it was that I had gotten that document sent to me. He also could not explain why my payments were moved to XXXX to begin the increase in repayment ( I had previously had a payment set to XXXX $ due to not making money in he first half of the year ). He explained that these were automated messages and I could ignore them an assured me come XXXX the payment due would be {$740.00}. I again received a message on XX/XX/XXXX stating that if I didn't submit my paperwork I would be placed on the default payment plan, but in good faith believed this to be " automated. " On XX/XX/XXXX, when my loan payment is due XX/XX/XXXX I received a statement totaling XXXX and was not able to get a hold of anyone due to Navient not being avaible to consumers through any other media than phone and only being open XXXX. They ultimately told me that I should pay the {$740.00} because their system approved it, but that they would need to make a " request '' to get everything changed and that it would happen by XX/XX/XXXX. They continued to reassure me, with the employee stating he would personally follow the account and update me if something were to happen. I am concerned that if I pay the {$740.00} with the actual payments showing I owe XXXX, that I will incur more interest on this payment, and this is not right. I am now concerned they haven't processed my payments and counted my payments that I was making towards my overall debt since my loan payment was set to XXXX $ based on my income, but I was making some payments when I could in order to knock down the balance.

Company response to consumer: Closed with explanation