Navient Solutions – CFPB Complaint ID 3061884

Date Received: 2018-10-31T00:00:00.000

Product: Private student loan

Issue: Struggling to repay your loan

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: hello, I have been working with Navient on a lower payment plan. This is now my second time dealing with this same issue which was actually handled by CFPB last year. I spoke with a woman named XXXX at XXXX ( ext : XXXX ) on XX/XX/18 and we discussed numerous financial struggles I am currently facing. They had me set up on a rate reduction plan originally for $ XXXX/month which with debt/income ratio, it was putting me negative every month. At the time, the IRS depleted my bank account, my finance left me, and my co-signer passed away. On top of all of that, my parents went homeless. She was able to set up a lower plan. I have three loans : loan # XXXX, XXXX, XXXX. For # XXXX, we set up a forbearance ( {$50.00} ) until the end of XX/XX/XXXX ( confirmation # XXXX ) and for loan # XXXX & # XXXX, she set up a monthly payment for {$220.00} ( XX/XX/XXXX-XX/XX/XXXX) with a payment of {$78.00} what would be deducted for the month of XXXX XXXX. ( confirmation # XXXX ). This was a plan that I could work with. As of today, I received a phone call stating that said my program was not set up right, there was an error, it was not done right …. and I had no option but to pay another {$100.00} a month. A supervisor ( XXXX ) I believe her name was XXXX or close to that ( we spoke at XXXX ) said that XXXX set up the program wrong and that there was nothing else they could do. She quoted, ” oh, XXXX did not set this up right ”. If a company makes a mistake, isn’t it on them to try to make the customer comfortable not try and blame the problem on the customer?? Ironically, when asked to speak with XXXX, I was told ” she no longer works for this dept ”. I am getting frustrated because every time I set up a rate reduction plan with this company something happens on their end and some how it’s on me to come up with the difference. I need help because I can’t afford to go negative again or destroy my credit because of ONE more mistake that they made on their end. I just don’t understand why I have to pay more for a mistake that way made on their end. I don’t feel valued with this company and I feel like they don’t respect or care about their customers. Please help me.

See also  I.C. System, Inc. - CFPB Complaint 2018-06-18

Company: Navient Solutions, LLC.

State/Zip: MA 027XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3061884

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.

Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.

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.