Consumer complaint received 2022-09-01
Company: Navient Solutions, LLC.
State: TN
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:
I have been XXXX  for the XXXX XXXXXXXX XXXX since XX/XX/XXXX, and paying on my Navient student loans every month of my XXXX  employment. Unfortunately, the loans were loans that didn't qualify for forgiveness. 

Then, the waiver changed all that ( yay! ), and I had well over 120 payments while working for the XXXX XXXX  ( an approved employer ), and so I applied for forgiveness under the waiver and on XX/XX/XXXX my consolidation was completed through XXXX XXXX XXXXXXXX. On XX/XX/XXXX they notified me that they received my PSLF application. On XX/XX/XXXX my qualifying payment update letter gave me credit for one payment. On XX/XX/XXXX I uploaded my entire payment history with Navient for them, in an effort to speed things along. On XX/XX/XXXX I received another qualifying payment update and was updated to 30. I called XXXX XXXX XXXX on XX/XX/XXXX and spoke to XXXX # XXXX and she told me that everything looked good on my end as far as qualifying, but it would just take time. I told her it had been NINE months and even the XXXX support group was saying this is excessive. She reiterated that I was still in the process of getting my count done and to just hold tight. 

On XX/XX/XXXX I emailed the Office for Consumer Advocacy hoping for assistance. 
On XX/XX/XXXX I was notified by XXXX XXXX XXXX I would be TRANSFERRED to XXXX even though I had been waiting since XXXX for my count to be complete and for complete forgiveness. On XX/XX/XXXX my loans were transferred to XXXX and I was notified that they would show up there on XX/XX/XXXX. On XX/XX/XXXX The Office of Consumer Advocacy FINALLY responded, apologized for the delay, and told me I had been transferred to XXXX, which I already knew. I responded that this was not helpful. They responded that they can't help me, to call XXXX, and also told me " your account was already reviewed under the Limited PSLF Waiver, and therefore can not be reviewed by us, or XXXX, under the waiver again. If you still believe your payment count is not correct. you may formally submit a request for reconsideration to the U.S. Department of Education ( the Department ) ; this is the process for borrowers who wish to request a review of prior decisions regarding qualifying payments or employment eligibility. By submitting this request, along with any supporting documents, the Department will review your payment count. '' XXXX has not ever told me the count was complete, I have no letter to that effect, so I have asked the Office of Consumer Advocacy how I can confirm that the count has stopped at 30 and isn't still in process. I am awaiting a response on that. I do not know if that is true, because I would think XXXX would have sent a letter or some indication that the review by Dept of Ed was complete, and they haven't.. XXXX can't help me until XX/XX/XXXX because my loans won't show up there until that time. Further, on XX/XX/XXXX I submitted a complaint on the studentaid.gov account AND included my proof of paying over 120 loans ( uploaded as Navient Account History, which I downloaded directly from the Navient site ). It has been over a month that the case is " in review. '' Please help me. Please, please help me get an answer as to why I have only 30 of my 120 payments listed as qualified under PSLF and TEPLSF and no further communication.

Company response to consumer: Closed with explanation