Consumer complaint received 2020-04-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC.
State: NV

Complaint narrative:
I have been in communication by phone and email about my Student loan with Navient for several years without any resolution. In XX/XX/XXXX when I graduated with University XXXX XXXX, I ended up facing economic recession with huge loss of unemployment as well as the crash of the Housing Market which I ended up short selling my residence at the end of XXXX due to Financial Hardship and son with a critical/ Chronical medical condition at birth in XX/XX/XXXX that ended up with permanent XXXX. 
Originally when I applied for a Student Loan, I was informed that my loans was sponsored by the Government and not private entities. 
Second, I have been in contact with Navient since Sallie Mae Transfer my Student Loan to inform them with my hardship Situation and requesting assistance. First, Navient automatically initiated deferment due to unemployment without educated me about other options I might have. So, Since I was at the edge of Financial Hardship I agreed without understanding the terms that Navient will assessed Daily Interests on my loans ( Called Capitalized Interest ). Since then, I have asked for two additional Forbearance or deferment to help me stand on my feet. 
Unfortunately with the challenges that I have been facing with my XXXX XXXX, I was not able to work because of the XXXX XXXX and XXXX who was monitoring his condition. in Addition, the extensive medical care cause me to postpone the search of a Job. Due to my son illnesses and the extensive medical care has put my family in tremendous hardship and it was the reason that I applied for a deferment or forbearance at that time of period. 
After Several communication with Navient, they modified my loan base on family Income driven from my spouse currently and single income. Lowering my income it was not an option given at the time of deferment because Navient did not offer it at the first place and also I was not aware of my options. Navient failed systematically and illegally to provide accurate information to me at every stage of the repayment process that includes : 1- Created obstacles to repayment by providing bad information 2- Processed payment incorrectly. 
3- Failed to act proactively when I complained several times due to my circumstances. 
4- Illegally providing information to benefit its financial institution as I struggled for many years out of my right to lower payments and not capitalized more interests into my loans, which caused me to overpay for my student loans and placed me with 25 years loan repayment program that I am currently paying for the past 12 years. 
5- Navient improperly directed me into Forbearance or deferment plan when I could otherwise might been qualified for income driven repayment plan ( as original step ) to avoid excess capitalized interest on top of my loan ; and did not adequately keep me informed of deadlines to maintain the eligibility under such plan. 
6- With Coronavirus Pandemic, All student loan borrowers are suffering with several matters. The Congress pass a Stimulus to provide relief to all Student borrowers for an extension of almost 6 months without penalties of interest accrued. I am eligible for this program because I found out that Navient converted my loans to Private Loan which are not part of this program that has been offered as relief to most American. This is dishonesty and cheating as well as fraud that Navient has changed my student loan without my consent or approval.

Company response to consumer: Closed with explanation