Consumer complaint received 2017-06-09
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Navient Solutions, LLC. (MA)

I
sent a letter that was confirmed by USPS received by Navient on XX/XX/XXXX for XXXX Loan Forgiveness with Navient for my remaining student loans. I scheduled a phone call ten business days later and I spoke with XXXX on Friday XX/XX/XXXX at XXXX XXXX.
I asked how long processing time was for my application since a different application had taken 10 business days and is a standard time for most banks, as a I have already waited the 10 business days before scheduling this call. I was told it was 45-60 days.
Asked how process was handled : I was told it was reviewed internally and then sent to the department of education.
I asked if Navient could provide a confirmation when it was sent to the department of ed. I was told no, but would be notified if it was rejected. I again repeated and asked if it could be confirmed as well and to put a note in my file, she told me she would not and could not.
I asked what my option would be to know where it was in the process, was told I could call back in three weeks, asked if I could schedule a call while I was still on the line with her for three weeks from now. Told no, asked why not, said I had to go online. Why this extra step? Was told she would if she could but she did not have the authorization to do that.
The process of cancellation through my Perkins loan took 10 days, so I asked why is Navient so much slower than XXXX? I also asked where could I have found this information online? It is not available online. I stated that it seems fair consumers should be made aware of a timeline, she said it changes so there would be no way to know. This is problematic since I will need to wait to change my loan status if it takes too long. I am currently in forbearance so interest does accrue on my loan. So, it costs me money the longer they take in the process. She told me I would have to call back to find out anything and would have to wait to know if I would have to continue my loan forbearance. She told me that they process 12 million loans and I was not first in the cue. This is not my problem as a consumer and I should be aware of each step in the process and where my status is, each step of the way, especially if I call in to request it.
A fair resolution would include : 1. A timeline that takes less than 30 days, since that is a pay period where a consumer is expected to make a timely payment. They can also follow a similar timeline or hire more staff to keep up with the demand. It is not my problem as a consumer that they can not keep up with the demand, and 3-5 weeks internally to process a form is too long and feels like a deliberate hold up to collect more interest.
2. Notification along the way of each step in the process ( confirmation internally and confirmation with department of education ) whether a positive outcome or a negative outcome occurs in writing via email or paper mail. XXXX provided me with confirmation within ten business days and also provided a timeline on the form of when I could expect to hear back from them, within a reasonable timeframe within their best intent.
3. To be able to access the same services over the phone, as I am able to access online. While I am online with a customer service representative, I should be able to request a phone call back, not have to hang up, log in online and send in an electronic request while I am already speaking to a person.