Consumer complaint received 2017-05-10
Company: Navient Solutions, LLC.
State: WI
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I called on XX/XX/XXXX spoke with XXXX. Was told how to go about applying for an IBR plan. was given the forms and the fax number directly from Navient.  Was told that because I was the primary account holder ( my ssn ) that my ex husband 's tax information was not needed. <P/>Submitted all paperwork via fax XX/XX/XXXX. Fax went through successfully. <P/>I called XX/XX/XXXX. Spoke with XXXX, ID # XXXX. Was told that the fax number I was given was incorrect and it was faxed to the wrong department and had to get transferred to get processed and that 's what was taking so long. Was also told that my ex husband 's tax information WAS necessary with the application. Was given the same fax number to send his tax information to. He faxed it in ( even though Navient has all of it on file for his loan forgiveness for his private loans ). <P/>Called again on XX/XX/XXXX and spoke with XXXX, ID # XXXX. Was told he could n't find the application at all and it was probably because I was faxing it to the wrong location. He gave me a different fax #. I refaxed everything to the new fax number and my ex re-faxed his pay stub/income info to the fax number as well. <P/>Called again on XX/XX/XXXX and spoke with XXXX, ID # XXXX. Was told my payment was 16 days late and that there was no application on file. I asked to speak to a supervisor. Spoke with XXXX, ID # XXXX. She said she would submit a ticket to figure out where my application had gone. I asked to speak to her supervisor as I did not want a " ticket '' created to find my application when I 'd had multiple people on multiple phone calls already view my sent application in the system. Was transferred to XXXX supervisor, put on hold and disconnected after 10 minutes on hold. <P/>Called again on XX/XX/XXXX and spoke with XXXX, ID # XXXX. Was given the direct number to Dept of Ed. Said they could n't see my application last time because I was calling the wrong number and the computers do n't apparently communicate with each other in the various departments. That 's ridiculous. Transferred to XXXX, ID # XXXX. She stated that they had our application on file and had everything they needed and told me that she would have the IBR process expedited and brought current within 48 hours. <P/>XX/XX/XXXX I went online and my account information had changed without any correspondence from Navient. I now had a small amount due by XX/XX/XXXX with no explanation so I called in. Spoke with XXXX, ID # XXXX. He said those were late payment charges from years ago and that the IBR was still being processed. <P/>XX/XX/XXXX called in and spoke with XXXX, ID # XXXX asking where we were at in the IBR application process. She stated she needed to transfer me, put me on hold and I was on hold for an hour before I hung up to try again at a later time. <P/>Received a mailing saying that payments of {$550.00} would be due starting XX/XX/XXXX with absolutely NO correspondence on what the payments were reflecting, if they were a part of the IBR plan we had applied for or what? <P/>Called in XX/XX/XXXX and spoke with XXXX, ID # XXXX. He stated that he could not see an application for IBR plan but that the payments due he was seeing were part of a Graduated Repayment Plan. I have never applied for a GRP. He said he could see on his end that on XX/XX/XXXX the application for IBR was denied because my ex spouse income info was not made available. He transferred me to Dept of Ed, was on hold for 45 minutes, had to hang up. <P/>Called back on XX/XX/XXXX at XXXX and spoke with XXXX, ID # XXXX. He checked the files all the way back to XX/XX/XXXX and said the application was denied after I spoke with XXXX because they could n't see my ex-spouses income information. Shortly after that, the income info came in and they submitted for re-processing. I was told that processing takes 10-15 business days. When I informed XXXX that today marks the XXXX business day ( not to mention that XXXX told me it would only take 48 hours ) I was told a standard " I 'm sorry you are experiencing this '' XXXX. He told me he would transfer me to a specialist to have my application expedited. I was on hold for 12 minutes. Had to hang up and recalled. <P/>Called back at XXXX,XX/XX/XXXX. Spoke with XXXX, ID # XXXX. She put me on hold to talk to Dept of Ed and was on hold for XXXX minutes before the call got disconnected. <P/>Called back at XXXX,XX/XX/XXXX. Spoke to XXXX, ID # XXXX. Was told that my ex spouse was sent another copy of the application and asked to resubmit it because the first one was not " read-able. '' This is the first I 've heard of this and I have the copy that was sent it. It is most assuredly read-able. But ... I told XXXX I would re-send the form in and asked her specifically if this was the ONLY piece of information that was missing. I specifically asked " do you have my application, my tax info, and my ex husbands tax info on file? All you need is for us to re-submit his application? '' She stated, yes. I asked her to verify the fax number that the application needed to be sent to. I read it back to her to make sure I had it correct. The fax went through. We shall see what happens the next time I call. <P/>It 's ridiculous that I can call four times in a span of 2 hours and be told something completely different every single time.

Company response to consumer: Closed with monetary relief