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Navient Solutions – CFPB Complaint

By on March 1, 2019
Consumer Complaint Submission

Date Received: 2018-12-29T00:00:00.000

Product: Private student loan

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: Navient has been an extremely difficult company to work with and I am not sure they are servicing my loans appropriately. They service my private student loans, which are under my grandmother ‘s name as she is listed as the borrower even though I am the student who needed the loans at the time in XXXX. This company has not been helpful to provide me with information that I need to service my loans. I had applied in XXXX of XXXX for a reduced rate payment program and it was to last for 6 months. At the end of the 6 month period, I did not receive a letter stating the program was ending and that I had the option to re-enroll. They also informed me in XXXX that I had been set up with pay ahead payments, which they did not clearly explain to me what that was. All I understood from that conversation was that I had been paying ahead on my loans, which I never gave permission for them to do nor did I receive any notification that my payments were on the advanced pay schedule. Prior to enrolling in the reduced rate program, Navient did not explain to me all my options for reducing my payments since they were extremely high for the last several years. It wasn’t until I made continuous phone calls that they were able to explain this program to me. Also, since the loan is under my grandmother ‘s name, it is very difficult to find out information since I am not the main borrower, even though I have been the one making the payments since the start of my loan in XXXX. During that phone call in XX/XX/XXXX, an employee explained to me that I could fill out a power of attorney form so that I could make the decisions and receive all information for the loan. Again, this was never provided to me as an option throughout all my difficult phone calls over the years with Navient. Furthermore, their website is not user friendly and does not provide me with detailed information regarding the student loan. It’s difficult to find out when the loan was even dispursed. All correspondence is only operated through their log-in session and only goes back to XX/XX/XXXX. If I need a document beyond that, I can’t access it online and I’m not even sure if I could receive it if I called them.

READ  Continental Finance Company, LLC - CFPB Complaint

Company: Navient Solutions, LLC.

State/Zip: NC 284XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3112640

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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