CFPB Complaint

Navient Solutions – CFPB Complaint ID 2705377

Consumer Complaint Submission

Date Received: 2017-10-18T00:00:00

Product: Federal student loan servicing

Issue: Struggling to repay your loan

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: This is in response to the lawsuit filed against Navient regarding their practices.

About a two years ago, due to finally having decently steady employment, I reached out to Navient in order to get on an Income-Based Repayment plan. During this process I ended up having to speak with around six different people on six different occasions, often receiving contradictory advice.
The first one said that my repayment options were limited to two particular plans ( both being much higher than the others offered ).
I called back a week later, not happy with the previous conversation, only to be told by a different Navient employee that all I needed to do was fill out this particular form online, send it in, and I would be approved for the more reasonable repayment plan. I did this and received a notice that I had been rejected/declined from that repayment plan.

Due to this I was a bit confused and called Navient again. I spoke with another Navient employee who told me I should have been approved and to do the same process again ( fill out the form online and send it in ) and it would go through properly this time. The employee stated that is was likely a mistake in the system and that they would get it fixed. I again filled out the online form and sent it in only to again receive another denial letter a week or so later.

I called back a fourth time, frustrated and confused. In speaking with another Navient employee I was told that I needed to resubmit the online form again but this time with some extra information requested. I was assured by the employee this would be sorted out this time. Again, about a week later I received another denial letter from Navient.

I called Navient for a fifth time and spoke with another Navient employee. That employee said something along the lines of, ” I do n’t know what those other people were talking about, you are not eligible for the repayment plan you are seeking. ” Finally, very frustrated and confused I called back a sixth time and elected to defer my loans for a year because I could n’t afford the payments Navient was expecting.

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Earlier this year I call back to Navient seeking the same IBR plan I had been seeking previously and I was easily accepted onto it and have been paying based on it for a number of months.

Company: Navient Solutions, LLC.

State/Zip: NC 282XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2705377

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