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Navient Solutions – CFPB Complaint

By on February 9, 2019
Consumer Complaint Submission

Date Received: 2018-12-09T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: In 2009 I graduated with my XXXX XXXX in XXXX XXXX putting me at around {$42000.00} in student loan debt. I contacted my student loan servicer, Navient then Sallie Mae, via telephone regarding loan repayment plan and loan forgiveness as I qualify based on my employment. I asked specifically what I needed to do to initiate the 10 years of payments to qualify for loan forgiveness. The loan servicer stated that all I needed to do was start making payments and show proof of qualifying employment. The servicer reported that at ten years of active payments I just had to apply for loan forgiveness. I was informed the sliding scale payment option would be acceptable ( payments start out low then slowly increase as time goes by ). At no time did they state I needed to apply for the income driven repayment plan and had to switch my loan to a Direct Loan in order for the payments to qualify. All the while, anytime I changed jobs I submitted qualifying loan forgiveness employment proof to my loan servicer specifically showing my intentions to request loan forgiveness. Seven years later I contacted my loan servicer to submit updated proof of qualifying employment as I changed jobs, all the while actively making payments towards my loan in accordance to what my loan servicer had instructed. At that time I checked with Navient on what the process looked like for when I actually needed to apply for loan forgiveness. That was the first time I received information from my loan servicer that I had no qualifying payments, needed to switch to an income driven repayment plan, and switch my current federal loan to a Federal Direct Loan before I could start making qualifying payments. Seven years of responsible consistent payments were not counted towards loan forgiveness based on the misinformation provided to me by my loan servicer even though the amount I was paying monthly was similar to what loan forgiveness qualifying payments would have looked like. I attempted to reconcile this issue with Navient, as the company was aware of my intentions for loan forgiveness based on my initial request as well as ongoing submissions of proof of qualifying employment for loan forgiveness. Navient stated there is nothing can do and refused to make things right.

READ  COLLECTIONS USA, INC. - CFPB Complaint

Company: Navient Solutions, LLC.

State/Zip: KS 672XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3095377

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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