Consumer complaint received 2017-01-31
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.

Complaint:
To Whom It May Concern : In light of the recent legal action taken Navient, I wanted to file a formal complaint based on my ongoing difficulty with the company. I reached out to Navient in XXXX of last year asking for my options in lowering my payments as I was having problems keeping up with the monthly amount. The representative enrolled me in an income-based repayment program that lowered my payments to {$300.00} a month. I was instructed to make 3 consecutive on time payments in order for program enrollment to be complete. After two months, I noticed that my automatic payments for the loan were being returned. When I called to ask why, the new representative informed me that bank payments could not be accepted and that I would have to use a debit card ( or ACH ) payment. This was new information to me. She then pointed out to me that the repayment program that I was just enrolled in was not advisable as it added significant time and cost to my loan. She said that her managers would never accept this and that I needed to figure something else out. I am curious why 1 ) this repayment option was even presented to me 2 ) why is was presented and not properly explained and 3 ) why it would take several months for a manager to flag such a discrepancy. The representative then said that I needed to bring my account current immediately to avoid defaulting or affecting my credit. I was asked to pay roughly {$1000.00} immediately, which I was not able to do. The representative then told me that could enroll in a forbearance program to bring my account current. As such, my monthly cost would increase to cover the cost. I asked if they account could be made current due to the confusion and outstanding circumstances and if we could start a new program that was more suitable. She declined, saying that is n't possible. I asked why I was being made responsible for this error - especially after I was informed that the program I was enrolled in was invalid - she repeated that my only option was the forbearance and that 's " just the way it is. '' I recognize that I 'm responsible for checking my account and making sure that payments are being made, however, I saw those payments initially draft out of my account and I do not believe I should be expected to police my account when I usually do not have issues with the same payments. I also did my due diligence in following up with representatives in order to correct this very confusing matter. Regardless, I was forced to forebear and increase my monthly payments. I made arrangements with the representative to make my monthly payments later in the month to help alleviate some of the financial stress by aligning payments with my work pay schedule. During my most recent call with Navient last week, I noticed that I have been receiving late fees each month. When I asked why, the manager I spoke with said it was because my due date had n't change regardless of my payment drafting date. Despite my previous conversation with the other representative, the payment date was not honored and " it was my responsibility to make on time payments. '' I explained this entire situation and the manager deflected saying it was my fault and responsibility to handle my account. I can not fully express the frustration of this ongoing discrepancy that has snowballed over the last six months. Since graduating in 2008, Navient has made it increasingly than difficult to keep up with payments. At first, my only option other than making $ XXXX payments was to make reduced, " interest only payments. '' I 've been used my forbearances when necessary and had to make smaller fee-only payments on deferment periods, all of which do not contribute to my balance. When I read the news about the legal action against Navient, it rang so true to my experience with them and every conversation to clarify the matter leaves me scratching my head.

Company response to consumer: Closed with explanation