Consumer complaint received 2024-09-21 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Navient Solutions, LLC.
State: NY

Complaint narrative:
I borrowed from Sallie Mae {$120000.00} between XXXX to pay for my studies and living expenses. After my graduation in XXXX I called for help, asking for options that could lower my payments from {$1000.00} to {$500.00} but, the only option I was given was forbearance. 

Later, my loans were transferred to Navient and the same issue continued. No one offered me help to lower my payments. From {$1000.00} my payments increased to {$2100.00} per month. From the beginning, Navient knew that I am struggling to find a job in my field because it is highly competitive profession. For every position there is between XXXX and XXXX applicants. For now, I am XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  while I search for a better job. My yearly income is below {$9.00}, XXXX. Everything I make goes towards paying Navient loans. 

When I called again asking for help, explaining that I am unable to pay such a high amount, and asking for options that would lower the payment to {$500.00}, I was told it was not possible. Finally, I was offered a XXXX XXXX XXXX which brought the amount between {$900.00} and {$1100.00}. I was on this program from XXXX to the end of XXXX until, I was told that I no longer qualify for the program. 

When I called again asking for help, XXXX XXXX and XXXX XXXX told me that there is nothing that could be done for me, my only option to lower my payment is Interest Only Program. I was on this program from XXXX until I cancelled it on XXXX, XXXX XXXX because I realized that I was making payments of {$1200.00} but they did not reflect on my loans. I did not know for what I was paying. To this decision Navient threatened me that if I cancel before the program ends, then they would never enrol me on any of their programs again because I do not appear serious. 

Finally, to help me pay off a portion of my loan my parents, who are retired seniors, took out a loan and in XXXX, XXXX we were able to pay in full three loans out of nine. But this did not ease the burden. Navient still demands that I pay {$2000.00} monthly, and they keep raising the interest. Now it is at 15 %. 

When I called Navient on XX/XX/XXXX, I have spoken with XXXX and the manager. I asked her for help, explained my financial situation, and that I am struggling. Also, I confronted her why are my monthly payments so outrageous. The more I pay the more outrageous my payments become. To that she replied that I should work more and cut all my expenses. Which I already did for the past 14 yrs. I can not even afford to have a cell phone or a car, and everything I make goes towards paying Navient. Then she suggested that the only thing she could do for me is to put me on the XXXX XXXX XXXX again, which would bring my payment to XXXX $ per month. Which is still a huge burden for my family. 

Therefore, up until XX/XX/XXXX, together with my parents, we were making those large payments. But every time I checked my Navient account the amount of my loans did not change. Instead, they kept growing and the payments kept growing. All the payments that I made I do not know where they went. Everything is very confusing. When I called Navient asking why I do not see any change, no one gave me a clear answer. I was only told that it is their system of payment, it does not get lower but grows like a ladder. 

Also, throughout all these years, Navient used fraudulent tactics in order to make me pay extra charges and blame me for delinquency or they would withdraw more money than what was agreed on. 

For example, ever since I have been in repayment, I was set up on an automatic payment. Each month Navient was supposed to withdraw 2 payments from our family account I split the due amount in two parts, to be taken out at different dates of the month, as it helped to reduce the burden of a big amount taken at once. Instead Navient was withdrawing between XXXX to 6 times per month. 

For example, in XX/XX/XXXX, I was supposed to pay {$870.00} but they withdrew {$1400.00}. In XX/XX/XXXX, I was supposed to pay {$900.00} per month but Navient withdrew {$1500.00}. And there are many more months like that. Other times Navient would skip a payment and it looked as if I was behind on my payments. Immediately they would start harassing me that my loans were in delinquency, and that I need to pay a certain amount to bring it current. Throughout all these years I could not fix this problem. Each time I confronted Navient that they should stop doing it, I was told that it was the system failure and they will fix it. It would stop for some months but, then it would repeat again. 
Furthermore, when I wanted to find out the total amount that I have paid for my loans since XXXX, this information was nowhere to be found on my Navient account. The only amount that is shown is the balance and nothing else. When I called Navient in XXXX, XXXX asking why it is not available, XXXX told me that she does not know why and this information has to be requested. Why does it have to be requested? It has to be directly stated on our account for us to see. 

When I finally received my payment history from Navient it confirmed that I already paid in full what I owed and even more. I already paid {>= $1,000,000}. However, Navient claims that I still owe them {$110000.00}. Where is this amount coming from? I did not borrow this much. This is why I am asking CFPB for help. For fourteen years I have been treated unfairly. My family suffered undue hardship while paying my loans. Please, help me to resolve this issue.

Company response to consumer: Closed with explanation