Consumer complaint received 2024-08-30 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: CA

Complaint narrative:
My name is XXXX XXXX. Sadly, I have learned that I am a victim of an elaborate and systematic NAVIENT scam to direct unsuspecting NAVIENT student loan borrowers to third party brokers to steer said student loan borrows into student loan forgiveness for a substantial upfront fee unbeknown to the student loan borrower. In this nefarious scheme, in my case, when a student loan borrower contacts NAVIENT 's customer service, the student loan borrower without their knowledge is automatically redirected to a third party broker under the guise that this third party broker is a representative of NAVIENT. 

Once connected to this third party broker, this individual does not identify himself/herself as a third party broker nor their intentions, but misrepresents themselves as NAVIENT representatives as they execute their scheme to convince student loan borrowers to allow the third party broker to file for student loan forgiveness as this is the only repayment option available to the student loan borrower. As part of this fraudulent process, the student loan borrower is misled to believe that s/he must pay a substantial amount towards their loan in order for the forgiveness process to move forward. However, this is a blatant lie. These funds are actually the third party broker 's fee which this individual has deliberately concealed from the student loan borrower. In short, the student loan borrower is misled to believe that ( 1 ) pursuing student loan forgiveness is their only option to repay their student loan ( 2 ) a payment is required in advance to apply for student loan forgiveness and ( 3 ) that this payment is put towards their student loan when in fact it is a fee to enrich the pocket of the third party broker. 

That said, on XX/XX/year>, I contacted NAVIENT customer service to adjust my long-standing IDR repayment plan as, unfortunately, I was made redundant by my employer on XX/XX/year> and would not be able to make the current payments as I did not have any income. Before contacting NAVIENT, I resubmitted my IDR repayment plan through the Student Aid Gov website, however, as time was of the essence and making sure that a did not default on my student loan, I thought it best to also contact NAVIENT to make sure that they are aware of my unemployment status and confirm that my IDR repayment plan was adjusted accordingly to reflect XXXX income. 

I was connected to whom I believed to be a NAVIENT representative, and explained my change of income circumstances. This individual proceeded to tell me that I needed to pay USD XXXX in order to change my IDR repayment plan so that my payments would go to XXXX. I responded by saying that in the over 25 years of this outstanding student loan that I have never been required to pay a fee to amend my IDR repayment plan. He responded by saying that then there was no guarantee that my IDR repayment would be adjusted to my current income of XXXX. I then requested to speak to a supervisor, and after waiting for almost an hour to no avail, I discontinued the call. 

Thinking that perhaps this NAVIENT representative was mistaken, I immediately called NAVIENT customer service again to speak to a different representative. I was connected to XXXX XXXX, whom I believed was a NAVIENT representative. At no time, during our conversation, did XXXX XXXX identify himself as a third party broker, or state that NAVIENT redirected my call to a third party broker. Again, I informed XXXX XXXX of my unemployment status and that I wanted to adjust my current IDR repayment plan as I would not be able to make the payments. I, also, told XXXX XXXX about my encounter with the previous representative who asked for an upfront payment to adjust my IDR repayment plan. As XXXX XXXX had access to all of my NAVIENT account information, and spoke with authority about my student loan, hence, I assumed XXXX XXXX was a legitimate NAVIENT representative. XXXX XXXX proceeded to tell me that the previous representative did not provide an adequate explanation. And so, with more XXXX salesmanship insisted that I should enter into student loan forgiveness as my loan was over XXXX XXXX XXXX and should have been forgiven a long time ago, and that he was the best person to do this as he has XXXX years of experience. Next, he proceeded to say that I needed to make an upfront payment towards my student loan in the amount of USD XXXX, in order to start this process, and that there was an urgency to do this in order to meet the XX/XX/year> deadline. Thus, I explained to him that I was unemployed and what little savings I had was crucial to my survival until I could find employment. XXXX XXXX persisted that this was the best option and he was advocating in my interest to alleviate my concerns about my student loan repayment. Thus, with much reluctance and dismay taking XXXX XXXX at his word as well as believing that the USD XXXX would go towards my student loan payments for XX/XX/year> and XX/XX/year> so that in XX/XX/year> when the U.S. Department of Education determines who qualifies for student loan forgiveness, I would have completed all of the requirements for student loan forgiveness. Hence, I issued an electronic payment in the amount of USD XXXX through a XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXt XXXX XXXX sent to me via email. Once I completed the PSLF/TEPSLF form and submitted payment, XXXX XXXX instructed me to keep him informed of every correspondence so that he could monitor the student loan forgiveness proceedings. 

On XX/XX/year>, the USD XXXX posted to my checking account. However, when I checked my NAVIENT student loan account payment history, I did not see a record of the USD XXXX. I became concerned that this payment did not appear in my NAVIENT payment history. I contacted XXXX XXXX as to the whereabouts of this payment, and he said that it would appear in XXXX once my NAVIENT student loan was consolidated with the U.S. Department of Education. Once I received confirmation from XXXX of my NAVIENT student loan consolidation with the U.S. Department of Education, I created an account, and much to my dismay, there was not a record of the USD XXXX payment towards my student loan. Extremely distraught, I contacted an XXXX representative and shared the backstory of my student loan forgiveness as well as inquired about the missing USD XXXX payment. The XXXX representative kindly informed me that there is not an upfront payment to apply for student loan forgiveness. The XXXX representative grew concerned that I may have fallen victim to a scam. The XXXX representative escalated an investigation into the missing USD XXXX payment which is still ongoing as of this email correspondence. 

Following my many conversations with several XXXX representatives over several weeks, on XX/XX/year>, I, again, contacted XXXX XXXX, and inquired about the missing USD XXXX payment. Through his continuous deceptive tactics, he said that the USD XXXX payment was part of the consolidation amount and not to worry it was there. I pushed back saying that if this was true then there should be a written record with NAVIENT and XXXX with the USD XXXX reflected in the consolidation. XXXX XXXX continued to try to convince me otherwise. But, I was skeptical of his response. 

Distraught and distressed ever more so, on XX/XX/year>, I contacted XXXX again. I spoke with a representative named XXXX, who kindly reiterated that there is not an upfront payment for consideration by the U.S. Department of Education for student loan forgiveness and that this can be done by any individual for free. She advised that unbeknown to me that I could be dealing with a third party broker as third party brokers request a broker fee to process student loan forgiveness. I told her that I initiated this process through NAVIENT and at no time was I informed of working with a third party broker as I was led to believe that XXXX XXXX was an official NAVIENT representative. 

Desperate for the truth and concern that XXXX XXXX appropriated the USD XXXX for his own personal gain at my expense, I, again, called XXXX XXXX on XX/XX/year> and demanded answers about the whereabouts of the USD XXXX, and if he was in fact a third party broker and not a representative of NAVIENT. After many exchanges, XXXX XXXX finally admitted that he was indeed a third party broker explaining that NAVIENT redirects all student loan holders with loans over 20 years directly to third party brokers. Adding insult to injury, XXXX XXXX confessed that the USD XXXX was his broker fee to process and submit my student loan forgiveness application to the U.S. Department of Education.

Profoundly upset and in tears, I said to XXXX XXXX that both he and NAVIENT acted fraudulently forcing me to pay for something that I did not want to pursue in the first place- I contacted NAVIENT with the expressed desire to amend my IDR repayment plan, but instead, XXXX XXXX and NAVIENT had other nefarious intentions. I continued that XXXX XXXX knew that I was unemployed and needed that USD XXXX to pay my bills, keep a roof over my head and survive until I could find employment. I sobbed as I told XXXX XXXX that I was on the verge of losing my home and possessions, and that USD XXXX would be the necessary funds and the only life raft to my imminent survival. XXXX XXXX did not display any empathy, but stood firm in the belief that he did not do any wrong. 

At the conclusion of my conversation with XXXX XXXX, I demanded a refund of the USD XXXX to my account, immediately, along with a written correspondence confirming the refund. He said he would refund my USD XXXX and provide the requested written correspondence, however, with the caveat that he would withdraw my student loan forgiveness application with the U.S. Department of Education.

As of this email correspondence, on XX/XX/year>, I have received neither from XXXX XXXX. And given his duplicity, I do not expect XXXX XXXX to right this wrong and act in good faith. 

Over the last twenty-four hours, I have read countless media reports of NAVIENT 'S XXXX activities with the Federal Trade Commission , U.S. Senators as well as many state Attorney Generals efforts to hold NAVIENT accountable and provide some relief to its innocent victims. I am saddened that even the weight of these governing bodies can not prevent others, such as myself, from falling victim to the predatory student loan industry - An education should not inflict pain and suffering on those trying to build a life. 

As a result of the fraudulent actions of NAVIENT and XXXX XXXX and to prevent this from happening to other innocent student loan borrowers, in reporting this to the Consumer Financial Protection Bureau, it is my profound hope that you will pursue justice not only for myself, but more importantly, for all who continue to suffer irreparable harm at the hands of those whose self-interest is more important than the greater good. 

Thank you so very much for your kindness and guidance through this incredibly disheartening situation that has left me in a fog of despair. 

If you have additional questions, please contact me as I am happy to provide any additional information. 

With sincere appreciation, XXXX XXXX

Company response to consumer: Closed with explanation