CFPB Complaint

Navient Solutions – CFPB Complaint ID 2742466

Consumer Complaint Submission

Date Received: 2017-11-30T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: This is a follow up from my previous complaint which led to 0 change.

I live in XXXX.

First, I was told by a Navient customer service representative that I would have no problem making payments from a foreign bank account. I then shifted all of my money to my account in the country where I live. I then found out that autopay is in fact impossible without a US routing number, which actually increases the amount I need to pay. Bad information fro Navient.

More recently, I made the decision to come off of my income driven repayment plan based upon two emails I received from Navient that said quote : ” On XXXX/XXXX/XXXX, your Monthly Payment for your loans enrolled in an Income-Driven Repayment ( IDR ) plan is set to increase to {$160.00}.

This is the maximum amount you ‘ll be required to pay each month while you ‘re in an IDR plan, but you may be able to lower your Monthly Payment if you qualify for a new XXXX partial financial hardship period. ” XXXX was certainly a payment that I was able to make, so I let my IDR expire only to see that my payment was indeed quite a great deal more than XXXX. Bad information from Navient.

Furthermore, calling Navient to actually make my payments continues to be nothing short of farcical. First, I need to call either from XXXX which is unreliable, or from a landline in XXXX which is costly. Then, each time I speak to them, I have to go through the same song and dance about the phone number they have on file … .I mean this most recent time must have been the XXXX or XXXX time I have been asked to verify if my phone number was still one from when I lived in XXXX XXXX which I have n’t lived in for nearly a decade.

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What kind of nonsense is this? What is happening to the up to date information that I have repeatedly supplied them? Why is it that they can get away with such persistent incompetence, especially given the fact that this incompetence has more than once caused me financial stress and hardship? I also ca n’t help but feel that Navient ‘s payment system discriminates against people who no longer live in the USA, making it nigh on impossible to simply make a payment.

Company: Navient Solutions, LLC.


Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2742466

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