Consumer complaint received 2019-05-30 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: ME

Complaint narrative:
I filed my annual IBR documentation in XX/XX/XXXX after filing my taxes. I've been on income based repayment since around XX/XX/XXXX 6 months after I XXXX   college. The loans are already consolidated with an interest rate of about 5 % each ( one subsidized, one not ). This year I mailed my documentation on XX/XX/XXXX. I mail the hard copies because I have had problems with their upload system in the past. 

I did not receive word of my new calculation until XX/XX/XXXX, less than 1 month until the next monthly payment was due at the new rate ( due date XX/XX/XXXX at new rate ). It went up over {$60.00} which seemed excessive by my calculations. I called on XX/XX/XXXX and spoke with XXXX, who informed me that the tax documentation I provided was taken to indicate I held 2 full time jobs for the duration of XXXX. Not only is this patently ridiculous, it was incorrect. I changed from non-exempt to exempt roles at my corporation ( hourly to salary ), and this treated my tax and employment documentation to include 2 separate W-2 forms for XXXX. I was advised to refile the documents as a recalculation with a pay stub instead of tax documents, and then call and ask for an expedited process to try and get my correct rate approved before my next payment. I did both of these things the following day, XX/XX/XXXX. It should be noted, due to previous website upload experiences, I have submitted all documents following my initial submission in XX/XX/XXXX via digital fax. 

I attempted to contact Navient on XX/XX/XXXX and XXXX XXXX to check on my request, but was unable to speak with anyone due to hold times. On XX/XX/XXXX I got an automated email stating that my documentation for proof of income was not sufficient. When I called on XX/XX/XXXX to ask for further information, I was told by the female I spoke with that I needed to provide 2 pay stubs, not just one. I could be wrong, but no documentation or email I have ever read clearly states that more than one document must be submitted as proof of income, just that a pay stub is acceptable and can not be older than 90 days. I promptly printed another pay stub from a different pay period and sent this supplementary document to them that same morning. I called again on XX/XX/XXXX and spoke with another female to determine that everything was complete with my application and that nothing else was required of me. I asked more than once. I was told I was all set. 

XX/XX/XXXX I got another automated email stating my documentation is not correct. I called that afternoon and spoke with XXXX, who informed me that the documents I sent were not legible on their end. I was not informed of this at the time I spoke with the previous representative and confirmed that the documentation was received and correct, and this email indicating a problem occurred more than a week after that conversation. Unfortunately, those documents are not alterable, they look how they look. When I suggested sending a bank statement per their list of acceptable proof of income, I was told that was not an acceptable document. I was told that if I could not provide a cleaner pay stub, I would need to provide a letter from my employer detailing all the same information a pay stub would. This takes several weeks at my company. When I asked what I do about the overzealous payment in the meantime, I was convinced to file a 1 month forbearance. This affects my credit score and my ability to apply for a loan and gain acceptance with a reasonable interest rate if needed ( say if my car dies and I need a new one ). 

Something about the refusal of bank statements didn't sit right with me as I was sure that was an acceptable form of proof as indicated in the refiling paperwork as well as the automated emails. I checked both and it is listed as being acceptable with any qualifying statements speaking to exceptions to this listed document. I called Navient again ( 9th phone call overall about this case ) and inquired as to why I was told a bank statement, which I have immediate access to, was not acceptable when all their documents indicate it is. I was told by the male representative " a bank statement qualifies and it doesn't at the same time. '' It was explained to me that the reason it is not acceptable despite their indications is because it does not provide information on the gross income. My understanding from past experiences with questioning Navient 's calculations is the formula used was based on net income, not gross. I am now informed it's based on gross, which is not what I've been told in years past. In my opinion, that should not be legal as your taxable income amount is then taxed, therefore your taxable income amount is not what is being put in your pocket to satisfy regular expenses, cost of living, and debt repayment. Either I was purposely misinformed in the past, or their policies changed without clear notification to their borrowers. 

My loan is in forbearance until XX/XX/XXXX. There is no reason for this and the situation should not have ended this way. The only reason I agreed is because I have some expensive treatments for a chronic medical condition coming up anyway and I refuse to pay a rate they initially miscalculated and then stonewalled the recalculation request. The entire debacle is the direct result of improper paperwork handling, misinformation, and a lack of due diligence on Navient 's end. I don't think in the 5-6 years I have been earning enough to pay on my federal loans I have gone through an annual review without hassle, but this is by far the most asinine experience with this lender to date.

Company response to consumer: Closed with explanation