Consumer complaint received 2017-10-28 00:00:00
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.
State: MA

Complaint narrative:
Navient is the servicer of my student loan. I applied for teacher loan forgiveness on XXXX XXXX XXXX. XXXX of my loans were discharged in XXXX of XXXX. XXXX of my Stafford Loans have not yet been discharged and I inquired with my consumer advocate at Navient as to why not, I asked for the name of the Gurantor again so I could follow up on XXXX XXXX. Instead of providing that information, she referred me to an earlier email date. Then I decided to research and called the XXXX myself on XXXX XXXX, since this had been a long amount of time. I spoke with XXXX from XXXX XXXX XXXX on XXXX XXXX and inquired about my application. She informed me it was denied on XXXX XXXX, and Navient had been informed in writing on XXXX XXXX. She told me I could called her on XXXX XXXX to make sure I was a teacher of record still in my current position, and she would confirm it with my district, and they would cut a check to Navient.I did take up a separate case with my district, since I disagree with the date they told them I was highly qualified. That day I asked XXXX via email why I had not been informed as it was XXXX XXXX, well over XXXX business days since she had been notified. XXXX at first sent me the old email stating that my application had been forwarded, and I clarified that I wanted to know why it had been denied and no one had informed me in a timely manner. This day, XXXX XXXX, I also asked her to expedite and extend my teacher loan forgiveness forbearance application, as I would have to wait until XXXX for my XXXX loans to be forgiven, as well as to change my name to my new married name. XXXX did fullfill the name change request, however she never responded or answered my forbearance request or addresses it at all. I then received in writing from Naivent on XXXX XXXX, XXXX that they " have not heard from them whether or not it was denied or approved. '' I then called my guarantor and spoke with XXXX and she provided documentation that Navient was informed in writing as early as XXXX XXXX. On XXXX XXXX I received and email that it was denied and Navient was just made aware, even though I asked them to look into it. ( more than a month after Naivent was informed ) I then was informed as a result of this, my loans would be put back into current payment status. I tried to called XXXX that day her phone went straight to voicemail and I also emailed her. I am still eligible for forbearance during this time period, as I am still a teacher of record, and owe less than the amoutn forgiven. There is no reason my application for forbearance should have been denied, and the deliberate delay in giving my timely information regarding the status of my loan is a threat to my credit score, financial well being, and allowing me to have my loan remain in good standing while I take up a case with the district. It also violates the guidelines set out by the federal government that allows a teacher to stay in forbearance during their teaching service.

Company response to consumer: Closed with explanation