Consumer complaint received 2017-07-24
Company: Navient Solutions, LLC.
State: HI
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
XXXX, My name is XXXX XXXX. I have been with Navient, I dont know how long my loans just seem to get passed around different companies over the years ( since XXXX ) only known via a new letter from a new company saying they are handling my loan. I have been working for and aiming to have my loans forgiven as I work for XXXX ( since XXXX ). I have had breaks but continue to maintain going full time college to complete my degrees and maintain my loans in Income Based Repayment. I have had different occasions in which I have called for assistance with my loans, such a time period of XXXX to XXXX where I was XXXX and withdrew from school to maintain IBR and requested to not be put in forebarence. I have recently learned that my account was in forebarence almost a year, and these months do not count towards my student loan forgiveness. I have made very clear to the multiple lenders who have serviced my loan what my intentions, expectations, and requests are regarding my loans. Navient has handled all of my student loans since XXXX. I have made contact and was informed by Navient customer service - '' oops, we shouldnt have done that if you requested it, but it only accured interest, we cant reverse that ''. I have multiple times requested that there be NO deferment put on on my account and I be in income based repayment while attending college f/t. I have spoken multiple times with Navient customer service who continue to tell me my account has been in deferment for over a year, however they will correct this ( three cust service reps said they will reverse this deferment since XXXX to XXXXXX/XX/XXXX). It is time for my annual IBR recertification, I received numerous emails telling me to login to Navient to complete this. I have logged in however as simple as the layout of the website is, there is no message or direction regarding my requests. I just called Navient for guidance and was assisted to the studentloan.gov site to complete annual re certification and she also informed me that my loans continue to be in deferment as I am in full time college. I once again, explained my intentions, expectation, and requests regarding the servicing of my loan. I have been working for XXXX and XXXX XXXX for numerous year. I have an expectations that my loan servicer is honoring my wishes in how they service my loan as my requests are within my right. I am utterly frustrated and overwhelmed with Navient attempts to hinder my progress in loan forgiveness and repayment affairs, in a manner that adds ridiculous amounts of interest where this too should not be. I will be absolutely devastated if all my months of public service are not counted towards my student loan forgiveness as explained and requested that Navient handle my loan in this manner. they have not been honoring my rights and seem to encourage my account to their financial benefit against my wishes. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation