Consumer complaint received 2016-03-20
Company: Navient Solutions, LLC.
State: MP
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
I became eligible as a XXXX with 5 years experience to receive XXXX loan forgiveness on XX/XX/2014. I submitted the appropriate paperwork and was denied and told that I was ineligible. A year later after realizing that their was an easy database accessible to the public showing title I schools, I notified them that they made a mistake and resent the documentation to prove it along with my original application. Fast forward through much incompetence with only a few highlights mentioned below, I am now on my XXXX XXXX loan forgiveness application and continue to be denied due to paperwork issues. Contact with the company is nearly impossible, and their typical response is to disregard any actual questions and respond with a blank application. To add to the negligence I 've experienced with this company ( as per an advocate representative I was finally able to contact after submitting a complaint with the XXXX ) " somehow '' the electronic contact with my online account was " accidentally '' turned off and they 've resorted to mailing me information in response to each loan denial. Because of the " accident, '' now each teacher loan forgiveness application denial takes two months instead of one. In the mean time they raise my interest while my loan is in forbearance, and then send me another technical issue that needs to be addressed in the application -- even though the issue is not mentioned in any of the other denied applications. In the last letter, Navient told me to use the incorrect acronym for my XXXX, saying that their issue was that they could n't recognize that XXXX XXXX XXXX XXXX was the same as XXXX, the correct acronym XXXX used for title I registry during my first two years of service. Similarly, as a XXXX in a commonwealth, we do n't have a county system, and yet I am continually asked to name a county in the application when the information is not applicable. My email sent to Navient to clarify this and ask what should be done was answered with another blank application. XXXX XXXX XXXX, the first and only person I 've been able to reach on the phone suggested that I " make one up. '' Surely this would warrant yet another denial letter that would take several months to generate. 

It is clear that Navient is wasting as much time as possible in granting the loan forgiveness because of the money they will lose on my account. I can imagine that the only actual money they make from my loan payments is in the interest, and in the last year and a half they have now been able to generate an easy {$1500.00} plus that would n't have been possible if the principle had been reduced by {$17000.00} as is promised by the federal government. It is a terrible travesty that a company of this nature is able to take advantage of someone who has dedicated over 5 years of their life to the XXXX in a disadvantaged environment. Navient is acting as a bouncer claiming that the Federal Government has strict guidelines when it comes to loan forgiveness. Another XXXX in my XXXX who has a different loan carrier was awarded loan forgiveness without any issue. This XXXX used the same paperwork and the same chief administrative officer from our XXXX who just keeps scratching her head each time I come in to fill out yet another application.

Company response to consumer: Closed with explanation