Consumer complaint received 2016-05-16
Company: Navient Solutions, LLC.
State: IN
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 am very disappointed in Navient 's ability to manage my student loan account. Navient 's inability to respond has cost me {$10000.00}, and almost half of my monthly income dedicated to student loan repayment minimums. I want to believe that Navient is good company, but action needs to be taken to address this injustice. 

I recently took a new position because they offered a {$10000.00} student loan repayment program ( SLRP ), and the final deadline to apply was XX/XX/2016. The application required loan verification from my loan provider on an employer form. On XXXX XXXX, 2016, I submitted the form to be completed by Navient, and followed up the next day. I was told the form takes XXXX business days to complete. I called after the XXXX day mark, and was told it would be done in the next few days. Navient knew my deadline. The next five times I called, I was told it would be marked as urgent, and completed soon. Around the next ten times I called, I was told it would be faxed and/or emailed, within XXXX hour time frames. I provided a fax number to XXXX locations, but I never received a fax or email. 

The final deadline for the SLRP program last Friday, XXXX XXXX, and I 'm devastated. I moved over XXXX miles for this job because of the company 's SLRP, and I can not apply because Navient did not return a form delivered to them more than three months prior. There is no guarantee this program will be offered again because of budget cuts. 
Every interaction I had with Navient was friendly, and customer service representatives knew what to say, but there has not been an established corporate culture of accountability for my account. Each time I call, a new representative promise the document will be completed. When I hang up, the promises end. The faxes never come, and the emails never arrive. I have cried, I have spent hours on the phone, and put on hold so long that the phone has hung up on me. I 've worked with XXXX supervisors, and I start back at the beginning with each new phone call. Each time I call representatives tell me I 'll have to wait more time, I honestly feel like they hope I 'll just give up. 

The SLRP meant the world to me. It would have represented more progress paying off debt then I can make on my own with ( with my current payments ) in the next decade. There are months that less than {$50.00} is paid to principle from my {$420.00} loan payment. In XXXX 2016, after recalculating income driven repayments would increase my payments by {$25.00}, my payments almost doubled to {$730.00}, and Navient simultaneously recalculated the payment date. In XXXX 2016, I paid {$1100.00} in student loan minimums, almost XXXX my monthly income. My family did n't eat much that month, and I knew deferring the new payment amount meant I would be ineligible for my company 's SLRP, as I need to current payment status to be eligible for the program. 

I am very disappointed in Navient. I count on Navient to be there for me, to be responsible and responsive for my student loans accounts. I have cried, lost sleep, and watched my family struggle without the ability to help because I believed that the SLRP form would be returned as promised. There are XXXX boxes on the form that I needed to be complete : Loan status, loan type balance, consolidation date, Navient 's name and address, Navient 's routing number, additional information ( if needed ), and title and signature of the person completing the form. I 've waited over three months, and I feel as if my dignity and voice have been stolen. Something needs to be done to address this injustice, and ensure others do not have this experience. I am still waiting on SLRP form to be returned, and in the meantime, I am struggling with student loan payments and the ideas that I moved XXXX miles, and lost out on a decade 's worth of student loan payments, essentially for nothing. Please help. Thank you.

Company response to consumer: Closed with explanation