Consumer complaint received 2017-11-14
Company: Navient Solutions, LLC.
State: FL
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I was having trouble affording my private student loan payments with Navient in XXXX XXXX. I customer service and I knew I was behind because I started to receive calls to contact them. In XXXX, XXXX I entered an agreement that I would agree to an automatic check withdraw for payment to bring my payment current. I paid XXXX, XXXX, XXXX, XXXX and XXXX amounts on time and in full for {$600.00} each month through the auto pay. In XXXX XXXX my home was flooded from Hurricane Irma. I was evacuated due to flooding and could not return to my hone for over two weeks. I was also not working and not being paid at that time. 

My payment was scheduled to come out on XXXX XXXX and I was traveling and dealing with the additional expenses from being evacuated. I forgot about my payment and called Navient two days after my payment was due. I explained what happened to the DOE rep and the private loan rep that day that I needed help. I was told about the disaster forbearance and was granted the 90 day forbearance. The DOE said that my next payment would be in XXXX XXXX and gave me the amount due. The private loan department also said I would be granted the forbearance. I asked for the same 90 day forbearance but and went through the press with the rep and then at the end of the script he was reading he said it was for 30 days. I asked him to change this and he blamed me for the mistake. I told him that I clearly asked for the same forbearance as my DOE loans. He changed the terms to 90 days. I asked about the XXXX XXXX payment that I was unable to make because of the evacuation. He said that the 90 day forbearance that I just applied for would cover that payment. This was the same info that the DOE rep told me. One week later on XXXX XXXX the automatic payment was processed. I called the private loan department back and asked why this happened if I had a forbearance. A rep named XXXX XXXX ( interim Unit Collection Manager ) told me they could not stop this reoccurring check payment and there was nothing he could do. I have this e-mail and asked me to contact him if I was charged any overdraft fees. 

Navient sent me e-mails showing that I was approved for the DOE and private loan forbearances. This is when the XXXX XXXX payment was automatically processed in full for {$600.00} through the automatic check. I called Navient to ask about this. I was told the following : On XXXX/XXXX/XXXX by XXXX XXXX XXXX Collections Manager ) that my forbearance was applied from XXXX XXXX XXXX. I told her that this did not make any sense because I made my XXXX and XXXX XXXX payments on time and in full. My disaster forbearance should be applied to my private loans for XXXX, XXXX and XXXX XXXX payments. She said that my loans were delinquent in XXXX and that is why the forbearance was back dated. She was screaming at me so I asked for her name but forgot to ask for her badge number. 

I researched the CFPD last night and called back today. The first rep I spoke with was also concerned about the status of my forbearance. She transferred me to the collections department and the man I spoke with ( badge number XXXX ) asked me what about yesterday 's conversation with the supervisor did I not understand? He was belittling and would not go through the dates of my disaster forbearance with me. He said I should have gotten all of that yesterday. He also said he thought that for a 90 day forbearance I needed to call in every 30 days. I was never previously told to do this. I told him that if he could not answer my questions then please transfer me to someone who could. He transferred me to XXXX ( badge number XXXX ) who I asked to explain what i was not given the 90 disaster forbearance I applied for. She said that because I had a " bounced check '' in XXXX that the 90 day forbearance reverted back and was now being applied to the time period of XXXX XXXX XXXX XXXX, XXXX. I told her that made no sense because I made my XXXX, XXXX, and XXXX XXXX payments on time and in full. 

The auto check pays were being processed anyway even though I had the approved forbearance. I am only asking for the disaster forbearance to be applied for the months of XXXX, XXXX and XXXX. I called two days after the payment was due and Navient was aware that I could not make my XXXX XXXX payment. They took the XXXX XXXX payment and now expect me to make the XXXX payment today ( XXXX/XXXX/XXXX ). I know that they are not required to follow the DOE loan forbearance but this makes no sense. 

Speaking with the Navient private loans reps is always unprofessional. I am someone who wants to pay my loans. I have a good payment history with them. I had a XXXX last year and now make less than half of what I was making before the XXXX My DOE loans were negotiated down to $ XXXX month. I had to keep paying my loans in full over an unpaid maternity leave. I have withdrawn money from my IRA to make these payments. I explained my hardship to the private loan reps and my payment can not be lower than $ XXXX mo. I make about $ XXXX biweekly. My husband and I do not co-mingle our funds and I am having great difficulty in making these payments. I am writing to you out of great desperation. I lose sleep and worry about this constantly. I regret making the decision to go to graduate school. If I had know this I would have never gone. Now I will pay for that decision for the rest of my life. I will never be able to buy a home of my own. 

Finally, I 'm not sure if anything can be done or not but I was reading about the lawsuits involving Navient. Like so many it seems I did not understand my options when I took the loans. My law school advertised a 90 % job placement rate when I enrolled. I am among the many in my class who has never worked as a lawyer. I teach and only earn a fraction of what was told to me. This is why I am having trouble making my payments. I believe that I was among an influx of students who took these loans when the law school and XXXX XXXX knew that they would never be able to be repaid. I can say that I had no idea what the reality of these loans would look like almost 15 years later. The interest compounds and the amounts are staggering. 

I am a good person who fell for the XXXX XXXX Navient loan scam. I will pay for these loans for the rest of my life. I am drowning in these payments. I have researched discharging my loans, challenging them, forgiving them, exhausted my deferments and forbearance and see no way out. I need to constantly work and not take a lower paying job that might offer assistance with my loans because I wo n't be able to afford the private loan payments. I see no way out and I do n't know where to turn. I am begging for any assistance you can provide. I know this is wrong and I do n't know where to turn for help.

Company response to consumer: Closed with explanation