Consumer complaint received 2023-12-27
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC. (TX)

FACTS I have been making payments since XXXX According to my records, the principal has been repaid on this loan as well as thousands in interest. 

Recently, I identified multiple account discrepancies and math errors with my Navient-serviced loan. I sought a complete history on multiple occasions, but to date, Navient has failed to provide a complete copy of my account. Instead, Navient unilaterally changed my payoff dates, created unauthorized documents, misstated amounts owed, loan terms, and payment schedules, which are substantiated by written evidence from their own office. 

Failure to Fully Respond to Verification/File Request Despite my numerous requests for a complete copy of my file, I have only obtained partial data consisting of the following : 1. A brief Status History letter dated XX/XX/XXXX 2. XX/XX/XXXXXXXX XXXX Federal Stafford Loan Application 3. XX/XX/XXXX Federal Consolidation Loan Application 4. Income Sensitive Repayment XX/XX/XXXX, Federal Consolidation Loan Application, Grad Choice 3. 
5. An alleged electronically signed XX/XX/XXXX reapplication form that expired in XXXX for extended standard repayment for DIRECT Loans, when I was already in extended standard repayment for my FFELP Loans. 

Missing documents never received from Navient despite request : 1. Deferment documentation ; 2. Conclusion of Income Sensitive Repayment in XXXXXXXX XXXX and change to Extended Standard Repayment in XXXX 
3. Supporting documents for reamortization in XXXX Extended Standard Repayment Plan in XXXX ; 4. Documents for forged and unauthorized ISR Repayment Plan dated XXXX currently in effect ; 5. Income Worksheet/Proof of Income for current ISR plan that would even permit an ISR Repayment Plan. ( There never was one, because it was not applied for, but I have requested this information in case it too was forged without my consent ) ; 6. Explanation for a XXXX payment reduction in 9 months. 
7. Resolution of Loan surpassing the XXXX loan term. 
8. Disclosures showing permission to Re-Amortize my loan at will. 
9. Resolution of miscalculations. 
10. Contact information for all parties handling my account through the term of the loan. 

History of Payments and Miscalculations After making payments for several years, in XXXXXXXX I discovered that Navient, XXXX XXXX XXXX, had put me in a payment plan that would not even cover the principal and interest every month and was causing my interest to capitalize, although this was not disclosed to me that this would occur. 

ESP Plan. Thereafter, I enrolled in 'Extended Standard Repayment, defined as Extended Payment Plan, which allows borrowers with debt in excess of XXXX dollars to repay over a XXXX period on either a standard or graduated schedule. Originally, I was advised that the end date of the loan was XX/XX/XXXX. The interest rate is fixed, not variable. 

Lump Sum Improperly Applied. I made a {$25000.00} lump sum payment in XXXX but did not intend to extend repayment. I recently discovered that Navient extended my loan without disclosing this to me. 

Even now, Navient 's calculations are obviously contradictory, as is evident from their correspondence discussed below : Calculations Are Obviously Wrong, Even On Their Own Correspondence On or about XX/XX/XXXXXXXX I was advised that 'Extended Standard Repayment was entered into on XX/XX/XXXXXXXX 

Despite my assertion that the ESP plans reamortized my loans without authorization, the math is ridiculous on its face. As anyone who has a calculator can determine, 300 months XXXX later, is XX/XX/XXXX. However, in XX/XX/XXXXXXXX XXXX Navient claimed in the same email that payments were to be made until XX/XX/XXXX, which is 330 months and 18 days. Not 300 months, and is beyond the length of time of offered by any payment plan of Navient altogether! 

Further, I have always overpaid the principal, but my account notes were ignored and Navient applied the payments however it best served them. 

Unauthorized Re-Amortization/Failure of Disclosures/Extension of Loan When I questioned Navient 's math, Navient shockingly and unilaterally altered my loan terms in XX/XX/XXXX, extending my loan AGAIN to XX/XX/XXXX XXXX  by claiming my loan had restarted and was now 31 years and 9 months, when I have already paid 16 years and I am only supposed to be paying a total of 25 years per their terms. 

This results in Navient gaining a net 11 years of interest. When I questioned it, Navient failed to furnish documents. Some documents were only produced to me when I sent yet ANOTHER letter, dated XX/XX/XXXX, despite my XXXX letter and several emailed requests for any and all documents in the interim months. 

Expired and inapplicable Electronically Signed Form produced by Navient to support unauthorized extension. When I finally received a copy of the alleged XX/XX/XXXX Repayment Plan Request Form that extended my loans, the form had expired via its own terms in the upper right corner on XX/XX/XXXX, but was allegedly electronically executed TWO YEARS LATER in XX/XX/XXXXXXXX 

Does not apply to FFELP loans. The XXXX XXXX Form does not even apply to FFELP loans, it only applies to Direct Loans. I only have FFELP loans. Additionally, the alleged Repayment Plan Request form dated XX/XX/XXXX, literally violates its own terms on its face as follows : The XX/XX/XXXX form states under the Extended Repayment Plan : For all loan types, the maximum repayment period is 25 years. 

XX/XX/XXXXXXXX XXXX  Extension Conflicts on its Face. This maximum term limit conflicts with Navient 's Updated payment schedule correspondence dated XX/XX/XXXX which reset payments to XXXX payments, which equals XXXX years, and claims payoff is XX/XX/XXXXXXXX XXXX 

Again, please note that I have been making payments on these loans since XXXX although Navient is only counting from XXXX Regardless, in any case, this is well beyond 25 years, even if the reamortization was authorized. 

Fraudulent Cover Up With Obvious Miscalculations/Forged or Unauthorized Documents After I notified Navient of my multiple issues with this account, Navient representatives and employees unilaterally appear to be covering up fraud with my account as follows : Reduction of Loan by XXXX in a XXXX Period Proves Flagrant Fraud. This is supported via a letter dated XX/XX/XXXX that suddenly claims that within a XXXX period, I had had a XXXX payment reduction since XX/XX/XXXX, when Navient had claimed that XXXX had an alleged XXXX payments remaining, and that is now reduced to an alleged XXXX by XX/XX/XXXXXXXX 

Although I do make overpayments, this makes no mathematical sense, even with the overages I paid. 

Unauthorized ISR Notice/Not Applied For/Further Evidence of Fraud . 

Even more shocking, on XX/XX/XXXX, I received an 'Income Sensitive Repayment ' notice that indicates that I have now been placed in ISR for a year. This was not applied for, does not have any signatory proof, and makes no sense whatsoever as the ISR payment plan amount is EXACTLY the same amount of payment stated in the XX/XX/XXXX letter. This is further evidence of fraud. 

Failure of Disclosures Required by Law.

Further, at no point has it ever been disclosed to me that a repayment plan change would start my plan over from day one, forcing me to make payments to Navient as a life sentence. 

No Authorization to Re-Amortize Loans. 

I have reviewed every single term and condition I have been provided, and nothing discloses this. Nothing appears to authorize Navient to randomly reamortize my loans. 

Failure to Adequately Respond and Turn Over Documents. 

Navient refused to provide a complete copy of my file, answer my verification requests regarding the foregoing and continues to fail to properly service and allocate payments. A complaint to the Ombudsman simply resulted in Navient forging the ISR plan it currently claims that I am in, when I do not even qualify!

Refused COVID-19 Relief And XXXX Percent Interest Announced By The Department Of Education That Was Retroactive To XXXX XXXX XXXX 

Further, I made payments during the COVID emergency while these federal student loans were paused. 

Despite the Department of Educations Announcement found at https : XXXX, that made interest free student loan deferment available retroactively to XX/XX/XXXX, I was not offered XXXX percent interest by Navient. Instead, I was charged interest and received a 1098-E for XXXXXXXX  in the amount of {$1900.00}, XXXX interest of {$2000.00} and in XXXX  I paid {$2100.00} in interest. 

Violations of the Consumer Financial Protection Act of 2010, Fair Credit Reporting Act, Fair Debt Collection Practices Act In addition to the foregoing paragraphs, Navient specifically violated the federal protections to me, as a consumer by the following : Wrongful Reporting. The amounts reported to the credit bureau are inaccurate for the reasons described herein, in violation of the Fair Credit Reporting Act. 

Failure in principal responsibilities. Navient, as discussed herein has completely failed to perform its principal responsibilities in managing my account; processing monthly payments ; assisting me, a borrower to learn about, enroll in, and remain in alternative repayment plans ; and communicating directly with borrowers about the repayment of their loans. Navient blatantly breached the student loan contract and its fiduciary duties by its failures. 

Despite Ongoing Dispute Navient Unilaterally Failed to Respond and Reported to Credit Bureaus. Despite my numerous requests for information pertaining to my account, Navient simply forged documents, and closed the case. Recently, they have reported my account to the credit bureauclaiming the wrong amount is owed, even by their own documents. 

In sum, the unsanctioned repayment reset is alarming, as is the lack of disclosure and unexplained reamortizations. The pattern of Navient 's noncompliance and failure to properly service the loans is nothing short of deceptive trade practices.