Consumer complaint received 2022-02-23
Company: Navient Solutions, LLC.
State: NY
Product: Debt collection
Sub-product: Federal student loan debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I took out a number of student loans between ( roughly ) XXXX and XXXX. ( Even though I took my loans through the dept of education I have been told they are private loans at times and federal loans by Navient ) I was paying them sporadically during that time as we suffered many hardships due to serious medical illness for each member of my family, as well as the NYS state layoffs, an illegal NYS pay reduction for me, and a company closure for my husband. I paid as I could, and more than I had to at times up until XXXX. My husband continued to pay his loans, although he owed only 8k, he paid them over 27 years because of the misinformation they provided, they had him paying interest only for years. He finally paid his balance in recent months. We are still paying parent plus loans. 

I had submitted a PSLF employer certification in XXXX, 7 years into my repayments I thought fell under the PSLF. I was told at that time by my servicer that I had the wrong type of loans and would have to start the ten-year loan payment period over, again, and would need to consolidate a third time even though they were already consolidated, federal and identified as direct on the website. 

I was also told that my loans were moved to Navient because they were forgivable under PSLF, no reason to reconsolidate again. 

I had consolidated these loans twice prior, as I was told to do by my servicer. The first consolidation was under XXXX XXXX where they took several loans and combined them together and raised my rate *up* to 9 %. to make it " easier '' to pay. I had to agree to the loan before being told the rate so there was nothing I could do after it was consolidates and that rate was revealed. 

I returned to school and was able to reconsolidate again several years later, after grad school. That loan rate was lowered to XXXX. Naturally I was reluctant to give them another shot to raise my rate to about 8 %, which they said they would do. But they stated it was the only way to get PSLF. When I agreed to do so they refused to reconsolidate, and said I was not eligible for PSLF.

Given I took my loans via the dept of education like everyone else, it made no sense and I contacted Navient where I was told by a Navient representative there was a mistake, my loans were " coded incorrectly '' they were eligible but did not know how to fix this. I called many times to fix this but got nowhere. 

In the meanwhile, I was told to take deferments and forbearances because I could never afford my entire payment. I tried to pay ten percent of my income plus another XXXX each month in the years I paid after XXXX. I finally stopped making payments in XXXX when they said those payments did not count, my balance was still at 99k, and I realized there was no way I could pay this off in this lifetime, and I could not imagine how long I could last at my job. 

I was XXXX XXXX XXXX and under constant physical attacks from my patients working inpatient psych with very dangerous clients, often alone. I didnt think I could work till I was XXXX, especially since the XXXX was paying me the same wage as someone with a high school diploma, while mandating I had a XXXX XXXX XXXX, hold a professional license, pay for my own supervision, be registered and board certified in my profession, all which is very expensive. Plus, the XXXX XXXX XXXX allowed XXXX to illegally lower my pay, despite union contract, not create a career ladder for me, whilst having me meet the requirements for another profession for any opportunity to be promoted. And while doing that the Department of Education allowed XXXX agencies to work under my professional title without any of the same requirements they mandated me to have, and quite often they were paid more than me and required to do far less. 

Naturally I was reluctant to give them another opportunity to raise my rate, but when I agreed to do so they refused to reconsolidate my loans so I could be eligible for PSLF. I was told by a Navient representative " there was a mistake, my loans were " coded incorrectly ''. I called many times to fix this and got nowhere. 

I was out on workers comp a few years later after an assault by a patient at work and forced to retire two years later in XXXX. My balance has risen dramatically since ( it seems like 25 % more in five years ). 

I had contacted Navient on multiple occasions about the PSLF, and I was told there is nothing I can do despite being a public servant 11.4 years. I made zero-dollar payments re-certifying each year as they told me to do. After being out of work for two years I was forced to retire in XXXX. 

XX/XX/XXXX, I received an email that my payment term was changed to a monthly payment of zero was being raised to XXXX. 

XX/XX/XXXX, I recertified and a confirmation that my request was received but could not be processed. 

After a phone call I was told to resubmit my application which they acknowledged on XXXX XXXX. 
On XXXX they again said they could not process at this time. 
On XX/XX/XXXX they wrote me and told me my payment was XXXX A representative told me I had not recertified, so I had to start making a payment of XXXX dollars a month, they had no record of my certification even though, as I told them, it was still uploaded on their site. My income is social security and my XXXX pension. I agreed to do so. But then I received another bill for XXXX. They felt my XXXX husband ( who has no pension, but still works should contribute ). 

The representative understood how my husband would not be contributing to my debt and said I could pay XXXX dollars a month because I was submitting late, and they had no record of the XXXX agreement. 

But then I received a bill for {$800.00}. 

When I called again, I was told this all happened because I applied too early. I have to resubmit again, and show them proof of my income, again because I must have earned a lot more money last year and they have no record of the XXXX or XXXX agreements. I had asked for that second agreement in writing and they told me in would come via email in a day or so. It did not come. 

I had tried for ss XXXX, but my appeal came up during the first autumn of covid, my lawyer dropped my case for more lucrative Covid victims, and no other attorney would take my case, so I lost my appeal.

I now understand with the PSLF waiver I am not eligible because I took forbearances and deferments, which seems very unfair. If I simply ignored what was due, I would be eligible for forgiveness now.

Company response to consumer: Closed with explanation