Consumer complaint received 2017-10-31
Company: Navient Solutions, LLC.
State: AZ
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
I have had nothing but problems with Navient in regards to getting them the application for the XXXXncome-Based Repayment Plan. The renewal for application starts in  XXXX for the new payment plan starting in XXXX. I sent my application form in to them and when I called to check on it to be sure they received it, they told me they received the application on XXXX XXXX and that it was the wrong application form. They informed me of where to find the updated form. I ran off the copy of the application from the StudentLoans.gov website as instructed with the expiration date of XXXX. I filled it out, sent it in. I called in to be sure they received it about 2 wks later and they said they had n't received it. I sent in another copy and waited about 2 weeks and called again - I was told they received it - " it was in progress, not to worry about it. '' I called again in another few weeks to follow up on it and was told it had n't been received yet. The lady I talked to said she would send me a packet with the application form in it - take it out, fill it out, and resend it. When I had received the packet, it was the same form that I had already sent them 3 times. So I filled it out again and sent it Certified Mail with return receipt requested- which I had received about two weeks later that they did receive it. I called once more and they received it - I have confirmation they received it. Meanwhile, I was sent a statement stating that I owe an {$1800.00} standard payment because they had n't received my application back in time and now owe {$1800.00}. They sent notice to the university I attended to notified that I was late on paying the {$1800.00}. Navient also tried to get me to place a forbearance on the {$1800.00} which would be accumulating additional interest. I did not sign for the forbearance because I feel I was inappropriately and falsely charged for the {$1800.00}. I have received several e-mails from Navient warning me that I will be placed on default if I do n't either pay the {$1800.00} or sign a forbearance. I feel this is totally out of line and not due to my not following what needed to be done. Navient has serviced my student loans for the past 3 years and I have always followed the instructions to send in the applications on time. I feel there is some kind of break down in their company which has been trickled down to me. I filed a complaint with the CEO of Navient, a copy to your company, as well as a copy to XXXX XXXX, US Attorney General 's Office about this problem. I also called the Ombudsman at Navient, who referred me to the Navient Advocate office. I did receive a call from a Navient Advocate who 's return phone number was for a XXXX survey. I recalled the Ombudsman and filed another complaint because I ca n't seem to get past the customer service people who do not help at all but just exacerbate the problem and never offered any kind of help or solution to my problem. I did n't even get a return receipt from the certified letter I sent until XXXX XXXXat least 3-4 weeks after I sent the letter. I have documentation of everything with names of who I have spoken with. 

I 'm wanting to know if I can be included in the class action suit in progress right now through your company. 

Thank you. 
XXXX XXXX Ombudsman Case # XXXX ( XXXX ) & XXXX ( XXXX ) XXXX XXXX XXXX, Navient Advocate XXXX xt XXXX

Company response to consumer: Closed with explanation