Consumer complaint received 2021-04-23
Company: Navient Solutions, LLC.
State: MN
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 have received 15 phone calls between Wednesday XX/XX/XXXX and Friday XX/XX/XXXX. I finally called the number back at about XXXX to see what they wanted and who they were since they werent leaving any voicemails. I called them back a second time, this time with my wife being on the phone with me to help deal with the issue. 

I was active duty military from XX/XX/XXXX to XX/XX/XXXX and then was active reserves from XX/XX/XXXX to XX/XX/XXXX. They do not have a military policy listed, I would of had to call a separate number to discuss any kind of program to be put on. I had both federal loans ( 8 ) and private loans ( 2 ) with this particular lender. I do not know why I was only able to take out 8 federal loans and the last 2 loans needed to be private. My payments went towards the federal loans first and they are all paid off. The last 2 loans were private. Why the federal loans were paid off before the private loans, I dont know. I just made the payments and Navient applied them there is also several fees applied to my loans which I do not understand along with terms like resale, reversed payment, forbearance payment and adjustment. There is even a late charge for one month of {$100.00} on a principal amount of {$8300.00}. 

I briefly qualified for their income based repayment plan and then was kicked off without notice. I went back to school in XXXX of XXXX to further my education and just graduated during the pandemic. As of Wednesday XX/XX/XXXX to today Friday XX/XX/XXXX I had received a total of 15 phone calls. The 15th phone call happen while I was on the phone with a representative of Navient. Was told while on the phone with the representative that I had called back in time before they reported everything to the credit bureaus. The representative put me on a, what I thought was a rate reduction program, but was put on an interest only payment program. The website specifically states that the rate reduction program is good for 6 months whereas the interest only program does not. I agreed to this program and hung up with the representative. After discussing all this information with my wife, we ended up calling back Navient and discussing other options that are listed on the website. The representative we were talking to the 2nd time eventually transferred us to a supervisor/manager to which we were going round in circles to get a much better explanation on why I wasnt able to qualify for Term and Rate Modification Program. All the supervisor/manager would keep saying that is these programs do not apply to me. 

While talking to representative and supervisor/manager we kept asking what the qualifications were for these programs and the representative kept on saying that she had a bad connection and couldnt hear me and was still unable to answer the questions which then she transferred me to the supervisor/manager. I was told that there was no grace period after graduation and needed to start paying immediately. I was informed that I didnt qualify for the Rate Reduction Plan even after the last representative from the very first call said I did, and then was told that I was put down for an Interest Only Plan which was not told to me. I requested numerous times documentation as to why I dont qualify for these plans and what the qualifications for these plans were and the supervisor/manager said that he does not have that kind of form letter. I stated to him that I was not asking for a form letter but documentation of why I did not qualify for these programs that are offered. Supervisor/manager said that each case is dependent on several things and figured out on a personal basis. However he was not able to give me any qualifications or tell me anything personal regarding my case as to why I didnt qualify. I also asked for a printed copy of my payments and documentation of when I was on the Rate Reduction Plan and they did not think they could get that information either. 

I was falsely told I was on an Income Based Payment Plan when that was a Rate Reduction Plan for 6 months and then told today ( XX/XX/XXXX ) I was on a Rate Reduction Plan when they entered in the notes as an Interest Only Plan. My interest continues to increase to a now 9.75 % There website does not clarify any qualifications for any of these programs and neither can the customer service or management. They also stated they do not have documentation of this. How is this fair to me and any other borrower. If I was able to be on the rate reduction program I would not be in the spot of struggling with payments like I am. 

Upon further review of my loan details and history of my federal loans and private loans that I have with Navient, my wife noticed some pretty HUGE discrepancies with the private loans on how dollar amounts dont add up.

Company response to consumer: Closed with explanation