Consumer complaint received 2020-04-20
Company: Navient Solutions, LLC.
State: NY
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:
To Whom It May Concern, I am writing to find out who I should contact regarding the mishandling of my guaranteed student loan by several lenders including Navient and currently XXXX. I am a XXXX   XXXX who has worked for the same public school district since full time since XXXX of XXXX. I have consolidated loans and have been on an IBR plan since XXXX. 
My first complaint is that Sallie Mae ( that later became Navient ) never informed me of the PSLF. It began in XXXX, and I was never told. It was at my own request that my loans were consolidated and that I chose the IBR plan. It was not motivated by the terms of the PSLF since that was kept from me. If I was informed at the time, I would have taken full advantage, as I have been a struggling XXXX XXXX of a XXXX child since XXXX, who fled a home of XXXX XXXX. For many years I would have qualified for a {$0.00} payment! Those {$0.00} payments would have been qualifying payments under the terms. I would have already met the terms of complete forgiveness years ago had I been informed. I feel this was a deceitful act perpetrated on purpose. I had informed my lender often that I was aware of the Teacher Loan Forgiveness but was told I did not qualify because I was a XXXX XXXX Never once was I told that even though I didnt qualify as a teacher, I would most definitely qualify as a public servant. I have since looked at all my old emails and never found one email informing me, from my lender, about this loan forgiveness. I do see that an email was sent out by student loans.gov on XXXX XXXX, regarding verifying my eligibility for loan forgiveness. I did not see this at the time, but even the federal government was prompted to disclose this information based on my IBR enrollment status. 
I just happened to discover on my own about this program a few years back when researching tirelessly. I informed Navient of my discovery and they told me that they would continue to be my servicer, and yes I would qualify. The relief I felt hearing this was beyond words. Navient, however, did not tell me that once I became part of the PSLF program, that my lender would change automatically to XXXX. I believe that is why they didnt disclose this. 
I initially thought XXXX XXXX based on the name ) was the Federal government. I am certain this misconception is common. This lender was quick to take over the loan on XX/XX/XXXX and collect payments starting on XX/XX/XXXX, but up until a few days ago, could not verify one qualifying IBR payment. I called over and over asking for written correspondence but they never would fulfill my request. I got inaccurate and contradicting information. It was only on the evening of XX/XX/XXXX that I got notification via email. The notification indicated that Ive made 20 qualifying payments which is incorrect and unacceptable. 
I have written to my local Assemblyman XXXX XXXX and recently in contact with Congresswoman XXXX XXXX office prior to the COVID outbreak about a few issues including this one.  They were in the process of helping me reach the proper officials. 
Before the epidemic hit I was working 12 hour days for years. I have essentially become an indentured public servant with the goal of becoming free of an insurmountable financial burden of a {$61000.00} plus XXXX and growing ) student loan! A loan where I can never touch the principle and the balance only accrues more interest. I would have sought out higher paying employment in the private sector but because of this program, I felt it was in my best interest to fulfill the qualifying 120 payments working as a public servant. 
This program was designed especially for people in my situation. I filed bankruptcy in XXXX, but could not discharge this debt. I have no money to buy a home and have been living paycheck to paycheck. I live in a one bedroom apartment where my son sleeps in the living room. 
Now, even worse, half my income is gone because normally I work for an afterschool program and they have shut down. I am considered an XXXX  XXXX for this position, as I receive a 1099. I will unlikely qualify for unemployment and am currently in a scary financial situation. 
I must have legal protection and recourse for all of the misinformation and misguidance. I know that class actions have been filed against these loan agencies for doing what I can only assume is a willful intentional act. Who can I report this to and what is the remedy? I feel that I should get credit retroactively, beginning at the date this PSLF became available, since I would have agreed to the terms. I would have already fulfilled the 120 payment obligation in XXXX. If it was just incompetence on the part of the lender I should still qualify. Incompetence of the lender should not penalize the borrower. The public needs to be protected from self interested entities like loan service profiteers. I am a public servant and have served my community for 15 years. I deserve to be granted this loan forgiveness and to be treated with basic decency. 
Thank you very much. 
I look forward to hearing back soon.

Company response to consumer: Closed with explanation