CFPB Complaint

Navient Solutions – CFPB Complaint ID 3077297

Consumer Complaint Submission

Date Received: 2018-11-17T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: Despite submitting the correct paperwork on time in XX/XX/2018 I kept getting emails from loan servicer Navient that my IDR application was denied. Then a few days later I get emails saying that it was and a few days later that it was denied again. I called the company and the problem seemed to be resolved. However, XX/XX/2018 I am beginning to get IDR approval notices and a notvei thatI need to submit my IDR application by XX/XX/2018.
Since the confusion with the IDR began I have also started to receive late payment notifications, despite my being enrolled in the autopay plan. The autopay system is supposed to automatically deduct a minimum of the full amount due. So, I am utterly confused as to why Navient ‘s system is deducting less than the minimum due. I am afraid that this company will end up ruining my credit because they can not get their system to function correctly and/or if the dysfunction is deliberate to scam customers for late payment fees.

I have spoken with customer service twice ( once in XXXX and once in XXXX ) on the phone since this issue began and both times ( took about a hour each time ), I was assured the problem was solved. Now in XXXX here I am again with the exact same problems that I have been dealing with since XXXX.

Company: Navient Solutions, LLC.

State/Zip: IL

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3077297

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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