Consumer complaint received 2017-03-19
Company: Navient Solutions, LLC.
State: NV
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
Feel as if I have been misled by XXXX/Navient and have not been offered services that have been available to myself, and have had poor correspondence regarding payments, options, and deferments. Recently went to submit a full time in school deferment, as I am back in school full time after receiving a degree in order to work on a XXXX and XXXX. A deferment was also sent to the federal loans agency. Navient received my request yet did not send me ANY correspondence on the issue. I was under the assumption that the request would be ok and processed as it had been in the past, according to prior information received from them regarding status as a full time student and being eligible for deferment. In no way shape or form in the past did Navient tell myself via e mail or when speaking over the phone that there was any sort of limitation on full time in-school deferments on payments. My original understanding was that if you were full time, you were eligible. That was it. Navient received the form and request for deferment, let a payment of mine go overdue, and did nothing to contact me or reach out stating that the deferment was not accepted and a payment was overdue. The account just sat with an overdue payment and no action was made to alert myself of either. 

When I finally reached out to Navient I was told that full time in-school deferments were limited to 48 months and that I had exceeded this limit. In no way was I under this impression or had been notified of this in the past, the limit on full-time deferment, and in no way was I ready to make the full payments or had planned to. I 'm not entirely sure I was divulged my full options for repayment and options for help repaying. I still do n't feel as I am. A representative over the phone said that I would need to make payments going forward and my only options for delaying payments would to be apply for three month long deferments and was eligible for a years worth of these. Had no idea that that was a thing and was never notified in the past that this option was available to me. Was also told that i could apply for a forebearance. I am now finding that I may be able to apply for an extended payment plan with lower monthly payments, however this was never offered to myself by any representative or by Navient in any sort of correspondence. I still feel as if I am being misled to options and do n't understand why I would n't be eligible for deferments while a full time student. Navient seems to have a way of receiving correspondence and requests for various things and not reaching out in a manner to let you know their decisions. A payment could go missed and they will let the account sit and make no extra effort to notify you by phone, e-mail, or otherwise. The only e-mails I seem to get are ones stating " you have a new education document available ''. This is the generic e-mail for EVERYTHING, includingnimportant correspondence regarding decisions on requests and overdue payments. My experience with Navient/XXXX has been horrible and I can definitely say my life has been made financially harder and more stressful trying to deal with them and pay back loans, etc. My family and myself absolute regret taking out private student loans from them and would not recommend it to anyone.

Company response to consumer: Closed with explanation