Consumer complaint received 2020-01-28
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Navient Solutions, LLC. (NV)

While attempting to get approved for deferments or income based repayments in XXXX, Navient, my loan servicer would not properly calculate my income. I sent over verification from my employer, XXXX  ( a XXXX based company with head quarters in XXXX XXXX for verification purposes ). I self certified, and tried many processes to get the payments reduced or halted for some time so that I could catch up with other obligations. Because my account was setup for Auto-Pay, I  suffered greatly with the large withdrawal amounts that were greatly in excess of the 15 % discretionary income limits. 

My proven yearly income for the entire year was {$24000.00}. I continually relayed details to the company that I only made {$24000.00} per year. You will see that the amounts they charged me fluctuated greatly from month to month. Some months nothing came out as I was promised a deferment during a phone call and then the next month, a large payment was withdrawn. Why would I pay {$410.00} in XXXX and then jump to {$630.00} in XXXX. It was impossible to control the payments and to balance my income due to Navient. My credit suffered and dropped 150 points as I used up more available credit on credit cards to float other payments and to pay for my needs. Please see the payment history that was auto withdrawn by Navient 's calculations in XXXX. 

XXXX - {$200.00} XXXX - {$200.00} XXXX - {$200.00} XXXX - {$200.00} XXXX - {$200.00} XXXX - {$660.00} ( this is when I started communicating through the online system and via phone calls ). 
XXXX - Nothing was withdrawn as they " investigated my income '' - XX/XX/XXXX " IBR approved, but the calculations are incorrect XXXX - {$510.00} ( This calculation is not accurate with making $ XXXXyear ) XXXX - {$620.00} ( why did it increase? ) I submitted an Economic Hardship Request. I had a phone call and explained how the XXXX, XXXX, and XXXX payments were causing me hardship. 
XXXX - Nothing was withdrawn because I contacted them again after the large XXXX payment. 
XXXX - {$410.00} ( Rate dropped and I thought this would be permanent even though it was not accurate with making $ XXXX/year ) XXXX - {$630.00} ( Increased again with no explanation ) I have submitted an application for hardship deferment. I have uploaded my W9 from my employer proving that my total income last year was {$24000.00}. I anticipate less income this year because my employer is in XXXX. Last year the XXXX XXXX  XXXX reduced available hours for XXXX  to take XXXX XXXX. With our United States changes in time zone and the reduced availability of evening XXXX  for the XXXX XXXX I am XXXX  only XXXX XXXX  per day instead of XXXX. That is a reduction of approximately {$8000.00} as I make {$11.00} per lesson and I attempt to work 365 days a year. 

I would like my account history to be investigated. I also do not believe they will give me a deferment based upon what they did with my loan last year. From what I can see at this time, I will not make {$24000.00} with this employer this year. A reduction of {$8000.00} is a hardship. I am seeking additional employment that meets my needs of a home-based business because I have an XXXX XXXX that causes me to need to XXXX  and XXXX  more than normal. Leaving the home and working a usual 9 - 5 has not worked out for me for a long time. I get XXXX  and can't work at all.