Consumer complaint received 2020-05-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Can't get other flexible options for repaying your loan
Company: Navient Solutions, LLC.
State: PA

Complaint narrative:
First of all I was furloughed due to COVID-19 starting XX/XX/XXXX. My payments are automatically deducted on the XXXX of the month. XXXX 's payment was not a concern I had enough to cover. I did check the company website in late XXXX early XXXX as it became more clear that i was not returning to work soon. The information I got was that they ( Navient ) was working with the government on a solution. After I heard about the Federal governments plan forgive student loans until XXXX XXXX I went and checked the status of my FFELP loan status. I understood, from the information I had, that I didn't need to do anything further. That was mid XXXX, it showed that I owed nothing come XX/XX/XXXX. So, I figured everything was good. I received a voice message from Navient on XX/XX/XXXX claiming that my payment was past due and I owed an additional {$27.00} late handling fee. I called them back on XX/XX/XXXX after checking the website first. According to the website I owed {$0.00} on XX/XX/XXXX and about 2 lines down it said there was past due payment from XXXX plus the late fee. So, I asked the agent what that is about? She said it showed {$0.00} owed because I have automatic payments. I said that is very confusing and then I asked her why my loan wasn't being included in the government COVID assistance program? She explained it was because i needed to consolidate my loan with the Dept of Education. I said it is a consolidated loan. I consolidated over 10 years ago when the POTUS said the interests rates were going up and students should consolidate their loans to lock in the interest rate. So, I contacted my service provider at the time and consolidated my loans. The Navient agent proceeded to then tell me that my loan is indeed consolidated, by not by the Dept of Ed. Navient owns my loan outright. So, I proceed to tell her that I've been furloughed due to COVID-19. I ask what are my options. She said my only option is Navient 's Emergency Relief program which lasts 90 days. I then asked will you be charging interest during this time. She replied yes. I went on to say this is why I fought Navient taking over my loan again. About 20 years ago I was working, but having trouble making payments. XXXXSallie Mae was my service provider then and told me the only real option I had was forebearance. Well, I ended owing double the original loan amount. The Navient agent said that in order for me to have control over who services my loan I would have to consolidate my loan through the Dept of Ed, and that she would email me the information. I said fine to that because I would like nothing more than to get rid of Navient from my life. I did agree to the Navient relief program for now, so that I don't keep getting hit with late fees and they don't keep trying to draft money that isn't there. Apparently in the meantime I have to consolidate and already consolidated loan.

Company response to consumer: Closed with explanation