Consumer complaint received 2019-10-25
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: Navient Solutions, LLC. (NY)

Navient offers a 1 % reduction on interest to certain government loans after at least 24 months of consecutive monthly payments. On XX/XX/XXXX, I was reviewing my Navient account and noticed that the interest rate reduction benefit for 2 of my eligible XXXX loans had a note stating " Reinstatement pending ''. I immediately questioned why it would have been suspended in the first place, as I had been making consecutive monthly payments and was receiving the 1 % interest reduction benefit prior to XX/XX/XXXX, at which time I became a XXXX XXXX XXXX  at XXXX XXXX University until XX/XX/XXXX. When I resumed making my consecutive payments in XX/XX/XXXX, the 1 % interest reduction should have simply continued. Problem # 1. 

When I contacted Navient Customer Service to inquire about the discrepancy, they confirmed that I hadn't defaulted on any payments since XX/XX/XXXX, however, their system indicated that I had defaulted on a loan back in XX/XX/XXXX. However, at that time I was enrolled full-time in XXXX XXXX so my loan payments should have been in deferment. But they weren't. Problem # 2. 

Even if I had defaulted in XX/XX/XXXX, which I didn't due to my XXXX XXXX   status at the time, my 24 month history of making consecutive payments from XX/XX/XXXX through XX/XX/XXXX, at a minimum, their system should have reinstated the 1 % interest reduction as of XXXX, however a month after Navient confirmed that they would fix the error within a 24-48 hr turnaround, it still has not been fixed. Problem # 3. 

I've spoken to 4 different customer service representatives at Navient since I first reported the issue on XX/XX/XXXX -- -XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX a supervisor at Navient 's Education department who I followed up with XX/XX/XXXX ) confirmed that I was supposed to be in deferment, as there was a note in their system from XX/XX/XXXX showing that I was a XXXX XXXX XXXX attending since XX/XX/XXXX. However, upon further research XXXX confirmed an additional note in the system from XX/XX/XXXX showing that I was a XXXX XXXX but " not attending ''. And a subsequent note in the system from XX/XX/XXXX showed that I was indeed a XXXX XXXX   attending. 

On my call with XXXX on XX/XX/XXXX, he stated that he would research the discrepancy and call me the next day with their results. I never received a phone call. On XX/XX/XXXX, I spoke with XXXX, who asked me for proof of enrollment at XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. I provided it. He confirmed that he had received the document, but could not confirm whether they would apply my interest rate reduction retroactively. He also could not confirm when I could expect a response from them. 

I have informed Navient that while determining the amount of retroactive interest that I am owed is important, what's even more time-sensitive is ensuring that they cease charging me the higher interest rate immediately, as I intend to continue making timely monthly payments. I am not confident that Navient will work with me to achieve a timely resolution and therefore I am reaching out to CFPB to help intervene.