Consumer complaint received 2018-04-19
Company: Navient Solutions, LLC.
State: GA
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 a member of the XXXX XXXX XXXX. Navient is my student loan servicer, I have made multiple requests and attempts through calls, emails and fax to have the SCRA benefit added to my accounts. On yesterday, XX/XX/XXXX, I received another email stating they have again denied me this benefit due to - they say the " status of my orders being State ordered, not Federal ''. Please see email correspondence below. 

On Thursday, XX/XX/XXXX, XXXX XXXX  EDT, MilitaryBenefits XXXX wrote : Hello XXXX : Please accept our heartfelt gratitude for all you do to protect our freedoms and know that your time, commitment, and service are truly appreciated. 

Per our recent conversation, I wanted to follow up with you regarding the Servicemembers Civil Relief Act ( SCRA ) benefit. Navient regularly reviews information obtained from the Department of Defense Manpower Data Center ( DMDC ) to determine your eligibility for the SCRA benefit. 

Unfortunately, we have been unable to establish your eligibility for these benefits through the DMDC. 

In order for us to apply these benefits to your eligible loan ( s ), we need a copy of your military orders. 

You can submit your military orders to us in one of the following ways : Secure Document Upload. If would like to take advantage of this option, you will first need to create an online  account at Navient.com. Once your online account has been established and while logged in to your online account, select Inbox/Upload from the main menu. 
Under Securely Upload Your Documents, select Military Orders or Certification and select Next Follow the instructions on the subsequent pages to complete the upload process Reply to this email. Simply attach your military orders to the reply email and we'll take care of the rest! 
Fax to XXXX Mail to Navient at XXXX. XXXX XXXX, XXXX, PA XXXX We know your time is valuable and want to help answer military-related benefit questions in a way thats best for you. We invite you to try our new, automated Virtual Assistant at XXXX XXXX XXXX. Afterwards, tell us about your experience and how we did by completing a short survey. 

Keep in mind that you can also locate a listing of military benefits at Navient.com/military. 

Youre welcome to call our specialized Military Benefit team toll free at XXXX for your Military Benefit questions. Were here to help you Monday Thursday XXXX - XXXX and Friday XXXX - XXXX, ET. 

We truly thank you for your service to our country. 

Sincerely, XXXX XXXX Navient Military Benefits Phone : XXXX XXXX -Original Message -- From : XXXX Date : XX/XX/2018 XXXX XXXX  To : XXXX Subject : Re : Military Benefits [ # XXXX ] -- -- -  XXXX XXXX Wrote -- -- - Hello XXXX XXXX XXXX Please see attached orders for SCRA adjustment & update on accounts. Once accounts are adjusted, send updates to all 3 credit bureau reports. Thank you in advance for your cooperation. 

Best Regards, XXXX XXXX ( XXXX ) XXXX cell XXXX MilitaryBenefits XXXX To : XXXX XXXX XXXX at XXXX XXXX  Hello XXXX : I wanted to follow up with you in regards to our recent discussion about the Servicemember Civil Relief Act ( SCRA ) benefit. Upon reviewing the orders, it appears they are state call-up orders. Unfortunately, in order to qualify for this benefit, you must be on federal call-up orders for more than 30 days, so we were unable to process this benefit for you. 

If you ever are on federal call-up orders for more than 30 days in the future, you will be eligible for this benefit at that time. 

Let me know if you have any other questions. 

We truly thank you for your service to our country. 

Sincerely, XXXX XXXX Military Benefits Phone : XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation