Consumer complaint received 2020-05-08
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC. (NY)

XX/XX/XXXX Letter of Complaint Dear Department Manager : I write this letter as an official complaint about Navient Servicing agency. On XX/XX/XXXX, I submitted an application for a XXXX Loan Forgiveness Program as a dedicated public service worker. I have been XXXX  for over 25 years and submitted my application as a result of my commitment to the same high school full-time and consecutively, for the last 10 years. By the next business day ( XX/XX/XXXX ), I received this response : " Unfortunately, your request was denied because : As of XX/XX/XXXX, you had an outstanding balance on a Federal Family Education Loan Program loan or Federal Direct Program loan. This loan ( s ) is included in a consolidation loan making your loan ( s ) ineligible for the XXXX Loan Forgiveness Program. '' Because I did not have a clear understanding about why I was denied due to the vagueness of this letters language, I called Navient and requested to speak with a supervisor. On XX/XX/XXXX, I spoke in detail with XXXX ( ID # XXXX ) who was sympathetic by expressing that he understood why I might be frustrated. He also understood that the reason that I did not qualify was not very clear and he could not explain beyond reading these same lines repeatedly several times. He offered to call me back with more details. 

I am therefore appealing this Loan Forgiveness Application denial for the following reasons : -I have been XXXX  full-time at my current high school for 10 years ; -I have been in public service and XXXX   for over 25 years total ; -I have been in good standing with consistent payments to Navient for several years ; -It has been emotionally stressful to dedicate my time and profession to work with high school students only to be denied student loan forgiveness after being misled to believe that according to large print, I would qualify for such a programyet according to unclear wording in the fine print terms of the application, I was denied. 


Today, upon his return call, XXXX spoke with me about an unreasonable option. He stated that I could try applying for the Public Service Loan Forgiveness. At this point, I was in the same place in my conversation as I was with a Navient customer service agent in XXXX. Approximately three years ago, I was encouraged to apply for the Public Service Loan Forgiveness program and was told that I would have to reconsolidate and begin counting my 120 payments again from scratch. XXXX stated that I would have to make 120 consecutive qualifying payments, and I am convinced that this is completely misleading and discouraging. I did not understand at that time why I would have to erase my previous years of public service as a XXXX and making consistent loan payments ; and I do not understand now why I would have to do the same, three years later. Since XXXX, I also have learned that a number of my colleagues in the profession have had similar horrible experiences with Navient as result of also being denied their XXXX Forgiveness Loans applications. 

I am ready to settle my Navient account once I can have a solid portion of my student loans forgiven, and now is the time to do so. I find it insulting that I have to practically beg for loan forgiveness when I have worked dutifully, tirelessly, and wholeheartedly in a public service industry that is practically forgotten and ridiculed in this country. And especially now, at a time such as this, when as a XXXX/essential worker, I am in front of the small screen in isolation, working for several hours a day with youthfor longer than usual due to the complexities of the Coronavirus pandemic -- via distance learning.

Because Navient gave me misinformation, I request that between $ XXXX of my student loan balance be forgiven instead of {$5000.00}. I am also planning to file a complaint against the Consumer Financial Protection Bureau ( CFPB ) and with the Department of Education. If necessary, I will resort to legal representation and a possible class action law suit with other XXXX who have been treated similarly. 


Sincerely, Dr. XXXX ( XXXX ) XXXX ( My loan is in my name as XXXX XXXX ) XXXX XXXX XXXX