CFPB Complaint

Navient Solutions – CFPB Complaint

Consumer Complaint Submission

Date Received: 2019-01-02T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: On XX/XX/XXXX at XXXX XXXX I contacted Navient by phone in regards to my Income Driven Repayment Plan since I had received notification my payment would increase from {$0.00} to {$110.00}. I worked with XXXX who advised me to submit a Change Plan Request at Navient.com then to select the fifth option stating ” income-driven repayment with the lowest monthly payment ” and that it would lower my payment to approximately {$75.00}. XXXX advised me that he would send me an email and that I would select : email — > return applicant — > change plan request — > lowest monthly payment ; however once I reviewed the email I found it was not in this format.

I then emailed Navient on their website and they emailed back on XX/XX/XXXX that I would submit the request on studentloans.gov and it was the ” easiest and quickest way ” ; however again it was not explained how to submit for the lowest monthly IDR repayment plan.

On XX/XX/XXXX at XXXX XXXX I contacted Navient by phone again and spoke to XXXX. XXXX walked me through and advised me to go to : studentloans.gov — > ” Repayment & Consolidation ” — > ” Apply/Re-Certify/Change an Income-Driven Repayment Plan ” — > ” Switch my current plan to a new plan ” — > ” I am submitting documentation early to have my income-driven payment recalculated immediately ”. XXXX also advised me to go to Navient.com and select : ” Inbox/Upload ” — > ” Repayment Plan ” — > ” The Income-drive repayment plan with the lowest monthly payment ” ; in regards to submit proof of income. XXXX emphasized just as XXXX had on XX/XX/XXXX that my payment would be approximately {$75.00}. However, on XX/XX/XXXX I received an email from Navient stating ” we’ve approved your request for an Income-Driven Repayment plan ” with the unaltered monthly payment of {$110.00}.

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Company: Navient Solutions, LLC.

State/Zip: TX 770XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3114318

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.

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