Consumer complaint received 2017-06-01
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem lowering your monthly payments
Company: Navient Solutions, LLC. (VA)

I 've had a consolidated student loan, {$5700.00} ( {$7800.00}, interest added? ), in either deferment or forbearance status for several years, always making sure to reapply, so as not to be in default, before a due date. In XXXX, I recertified before the due date, then received a Navient notice that I failed to do so. I informed them that I routinely followed the same procedure from all previous applications. I again re-sent the requested information and then received notification that it was " unreadable '' and could n't be accepted. I had to resend the info again and was requested to access an online encrypted email service, which timed out every single time I attempted to read correspondence from Navient. Finally, once again, they informed me that I needed a certain document from Soc Sec concerning a XXXX review document. Twice, Soc Sec incorrectly sent the same benefit letter, which took weeks, then after my 3rd request, they sent the correct form, which I sent to Navient. But then they said it was n't adequate for the length of time before the next review. I had been reviewed in XXXX, with a 5-7 year interval before another review. Navient requested the document in XXXX and with, if necessary, another examination in XXXX, Navient decided it was n't acceptable for a XXXX discharge. At that time, I was homeless, struggling to survive in the cab of an old XXXX truck that I leased and which took almost every dime and more in additional gas to heat in winter and cool in XXXX 's hot summers. I was unable to keep up with other monthly payments and those debts added to an overwhelming inability to manage, financially and emotionally, and resulted in a stagnant state that I could n't address with no means to do so. This past month, on XXXX XXXX, at the credit union, I received a shock that almost made me fall to my knees bec my legs suddenly felt weak. The teller informed me that {$140.00} had been taken from my Soc Sec XXXX before it was direct deposited in my savings acct. I could n't fathom who or why or what caused such a new hardship for me, without any warning or notification at all, none. I called Soc Sec and they called back several hours later. At first, the rep did n't know what happened and I requested a further search. Then she said it was for a student loan and the federal govt had a right to garnish anyone 's Soc Sec check. But I informed her that I did not receive anything from them or Soc Sec that it was being done without giving me a chance to appeal or have any payment reduced. She said I was mailed by them in XXXX and XXXX, and I adamantly refuted that claim bec I absolutely did not receive one word, or email, or postal mail. She insisted that I received the 2 letters and I said I did not. I then asked if the street name was spelled wrong, bec it 's an odd name. She looks it up and said mail was sent to a XXXX address! I was stunned and asked why was it sent there, to an address not used in15 years! She did n't know and I informed her that they and any student loan handler have the XXXX address on record. I asked how can I stop or appeal the high garnishment and she said it could n't be done. I requested that copies of the 2 letters be sent to my XXXX address, she agreed to do so but it would take a few weeks. I 'm still waiting to receive them. I have just recently been able to rent a small apt , {$500.00}, plus utilities, {$250.00}, no cable or satellite. I pay $ 90-95 for a cellphone and service. I had to rely on a food donation from a church bec the {$140.00} was part of my budget for food and necessary items. It is too much of a hardship and I know from experience that if I can only partially pay for utilities that will be a growing debt. As it is now, I could n't pay the phone service minutes and ca n't call Navient or XXXX, only email them to find out if they garnished Soc Sec XXXX. I looked online on the student loan site that lists the loan and on the Soc Sec site and ca n't find anything or notices about garnishment on my accounts. When I emailed Nelnet I requested the disabilitydischarge application for my doctor to fill out. I received it, took it to his office, and mailed it to Nelnet when his office told me it was ready for pickup. I still do n't know who took that horrible amount out of the monthly XXXX benefit and how can I request an appeal or a much reduced fee or for it to stop? I really think it was an underhanded, sneaky purpose to prevent actually informing and enabling me to stop the garnishment process by sending the mail to a 15 year old former address and not to my address on record at every one of those agencies.
I hope you can help me discover what is happening now and why I was n't given any notification of this ambush on my XXXX benefit, that is even hundreds of dollars below their own poverty listings. Thank you. Sincerely, XXXX XXXX