Navient Solutions – CFPB Complaint ID 3114318

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}.

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

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