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Navient Solutions – CFPB Complaint

By on November 20, 2018
Consumer Complaint Submission

Date Received: 2018-09-19T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: Dear Consumer Financial Protection Bureau, In this complaint, I discuss in detail with backup documentation how Navient has economically harmed me by going back on their agreement with the XXXX XXXX XXXX and me in addition to numerous past issues.

On XX/XX/XXXX I submitted a complaint to the Consumer Financial Protection Bureau against Navient. It is a separate and closed case that addressed how Navient ‘s previous actions led me into higher payments that I could not afford. On XX/XX/XXXX ; Navient responded to the complaint with an agreement between myself and the Consumer Financial Protection Bureau. The agreement stated that I applied for the extended Graduated repayment plan giving me .monthly payments in the amount of {$86.00} for 48 months. This was a written rebuttal of what the Navient representative stated to me by phone on XX/XX/XXXX. In the attached document 1, I highlighted this agreement in yellow. I had been paying the agreed monthly sum for 12 months when on XX/XX/XXXX Navient sent me payment slips in the amount of {$110.00} ( coincidental after the complaint is closed ). Attached document 2 shows that I made the agreed payments on time with zero fines or fees. Under the column in attached document 2 it shows zero indication that I had been delinquent. However it shows capitalized interest of {$190.00}. If the agreement was {$86.00} for 48 months, why am I being harmed with capitalized interest that I owe?

On XX/XX/XXXX when I called Navient about the discrepancy, I was informed that I owe {$190.00}. What?! This would be my second time as a Navient account holder calling their XXXX number. The representative could not answer why my payments went up. She encouraged me to go on the income driven payment plan and put me on a complimentary account hold. However later on when I looked at the numbers her monthly amount of {$100.00} was different than what Navient stated in the amount of {$110.00} a month which is in the attached document 1.I asked her how much would it be if I passed over the income driven payment plan when the complimentary account hold ended on XX/XX/XXXX. She stated {$86.00}. I asked her why is my bill {$110.00} per month now when it will be {$86.00} after the account hold ended in XXXX. She said that she never heard of this before. So, on account of the fact that I was in an economic hardship position where it was impossible to pay the sudden increase in monthly payment plus the {$190.00} that I owe after paying the agreed amount 12 months into a 48 month agreement ; I had zero option but to go into a two month forbearance that has a consequence of raising me monthly payment.

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This leads to the second issue. Some of the Navient reps that I have talked to since XXXX have called the forbearance a complimentary hold. When I called up on XX/XX/XXXX, the Navient Rep stated that interest is not being capitalized for the two months until the forbearance ends on XX/XX/XXXX. Now I see that my payments are going up to {$110.00} a month after XX/XX/XXXX.

Throughout my history with Navient, they have mislead me by failing to provide necessary information to lower payments and encouraging a forbearance. They had passed over telling me vital information about income driven repayment payments and interest only payments that would of helped me when I did not have credit card bills, rent, at the same time that I had a room mate splitting the bills. In document 1, Navient stated ” Please be advised that because you requested a forbearance to postpone repayment for the period XX/XX/XXXX to XX/XX/XXXX, interest also capitalized which increased your monthly payments. ” However, what Navient left out in the letter was that when I called the Navient, the representative stated astronomical figures. This included the monthly amount in the income driven payment plan.I specifically remember a similar conversation in XX/XX/XXXX. Prior to the days of the XXXX number, I would have to take a day off from work to talk to a Navient Rep. On XX/XX/XXXX, I took a day off from work and mentioned my economic hardship situation with the agent, who was obviously outsourced from a call center. One of the things that I brought up was consolidation. He stated that my loans were consolidated to the max allowed. On XX/XX/XXXX after scrupulously looking through my account, I questioned the consolidation. Their rep XXXX stated that my loans were not consolidated. Another misrepresentation by Navient led to higher payments through forbearance..

Company: Navient Solutions, LLC.

State/Zip: NV 890XX

Company Response to Complaint: Closed with explanation

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Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3024062

The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.

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