Consumer complaint received 2017-06-28
Company: Navient Solutions, LLC.
State: PA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
XXXX : I called in to Navient customer service to have my private loans put into Extended Repayment till XXXX. The representative that took care of my request was very helpful and told me my XXXX payment ( XXXX/XXXX/XXXX ) would reflect the changes. He stated that I would see the changes by XXXX/XXXX/XXXX. XXXX/XXXX/XXXX : I noticed that the changes had not been reflected on my account yet. So, I cancelled auto pay to prevent the incorrect amount from being taken out. XXXX/XXXX/XXXX : I noticed that the changes still had not been posted to my account. I called in to the Navient customer service line to get assistance. This representative saw that, due to the timing of my call, the Extended Payment could not be applied to my account until the XXXX payment ( XXXX/XXXX/XXXX XXXX. He also stated that due to Navient 's error in communicating the issue to me that my XXXX payment would be covered by Navient, including any late fees for not paying my XXXX payment on time, and that I would not owe anything until my XXXX payment on XXXX/XXXX/XXXX. He stated that I would see the past due amount drop off of my Navient account by XXXX/XXXX/XXXX. I confirmed with the representative that this would apply to my whole payment, he said yes. I inferred that meant my Private and Federal loans. During this conversation, we frequently discussed how much the private loan payments would drop and how that would impact my total payment. This adds legitimacy to my inference that the conversation was about both Private and Federal loans when talking about total payment due. XXXX/XXXX/XXXX : The past due amount did not drop off of my account. I called in and the representative told me that someone from the department that handles setting up the Extended Payments reviewed my timeline and " back dated '' the Extended Payments to cover XXXX as well, and that this " backdating '' cancelled whatever payment arrangement that the previous representative had setup for me that would bring my XXXX payment to {$0.00}. The representative said there is nothing he could do for me and convinced me to agree to forbearance of my Federal loans for XXXX, which I did not want to do because the past due amount then got rolled into the loan as principle instead of being taken care of like the representative on XXXX/XXXX/XXXX said it would. The current representative could not do anything for my private loans, he forwarded me to the collections department. In the collections department I talked to XXXX XXXX, pronounced " XXXX ''. He reviewed my account, notes, and timeline. He did not dispute any of the facts that I had provided to him involving the timeline and what the Navient representatives had agreed to. He did say that there was nothing he could for me other than to put the loans into forbearance for multiple months, but that would require I pay the $ 100+ late fees associated with the late payment for XXXX. I refused to do that and he informed me to call back in and talk to him when I 'm able and ready to pay the late fees. We agreed to end the call. In all situations where there was a miscommunication, an entity not following through with what was agreed upon, and an entity doing something other than what was agree upon, Navient was at fault. I 've been making absurdly high loan payments on auto-pay for the last year in an attempt to get my account back in order and paid off. When I finally caved and asked Navient for some financial relief from the monthly strain, I was lied to and misdirected, pushing me into late payment status. Until Navient can work internally to solve the issue, either wave or reimburse my XXXX payment back to my account, reimburse my Federal loans for the payment and fees rolled into my principle for XXXX, and waives or reimburses fees ( including compounded interest ) derived between XXXX and the time of resolution, I will not be making another payment towards my Navient Private student loans.
An exact copy of this message is being sent to the Consumer Financial Protection Bureau. Thank you, XXXX XXXX

Company response to consumer: Closed with explanation