CFPB Complaint

Navient Solutions – CFPB Complaint ID 2439250

Consumer Complaint Submission

Date Received: 2017-04-17T00:00:00

Product: Non-federal student loan

Issue: Dealing with my lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: XXXX Dear Sir or Madam, I am writing in regards to my five XXXX XXXX Student Loans totalling {$64000.00} ( as of XX/XX/XXXX ). I have qualified and been making payments on a Rate Reduction Plan, as I, nor my cosigner, can afford to make the previously quotes full payment of over {$800.00} per month.

After several conversations with customer service members, I was offered a Rate Reduction Plan of {$280.00} per month, and that amount has been automatically deducted from my checking account on the XXXX of the every month for the past year. However, last month, on XX/XX/XXXX, XXXX separate charges of {$53.00}, {$50.00}, {$49.00}, and {$47.00} were made to my checking account without warning or my consent. On XXXX, following these charges, my monthly payment of {$280.00} was automatically deducted as usual. As a result of these four unauthorized charges, my checking account was overdrawn and I had to reschedule payment on other bills.

On Friday, XX/XX/XXXX upon discovering these extra charges to my account, I called Navient and spoke with a customer service representative. She informed me that the reason I was charged these extra fees was, ” another team member processed the payment without realizing payments had been automatically scheduled. ” When I asked the representative how quickly the charges could be reversed, she informed me that my case would not be reviewed until XX/XX/XXXX and charges would not be reimbursed for at least 5-7 business days after that.

As a result of these charges, the rate reduction plan was cancelled and I was told to call back to make my XX/XX/XXXX payment and re-apply for the program. On XX/XX/XXXX, I contacted Navient in order to re-apply for the Rate Reduction Program I have been enrolled in for a year, and was told by the customer service representative that they, ” do not offer any sort of Income Based Reimbursement Program for private loans ; it is only offered for federal loans. ” When I disagreed and explained that I had been enrolled in this program for the last year, I was asked to hold and nobody returned to my phone call.

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I have submitted a previous complaint to the Consumer Financial Protection Bureau regarding the initial monthly payment of over {$800.00} quoted in XX/XX/XXXX, and I am prepared to submit as many complaints that are required in order to resolve this matter.

Please feel free to contact me at your earliest convenience with any questions or concerns.

Company: Navient Solutions, LLC.

State/Zip: CO 805XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: No

Complaint ID: 2439250

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In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.




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