“That it seeking is both tragic and you can exasperating, plus the conclusions frequently validate this new allegations one Navient increased its earnings because of the unfairly steering pupil individuals on the forbearance when one try often the worst economic selection for them,” Warren told you inside the a page in order to Navient last week.
As an element of its inquiry, DoE auditors listened during the to your about dos,eight hundred randomly chose calls to help you borrowers regarding 2014 to 2017 aside away from a group off 219,one hundred thousand. Into the almost one out of 10 of your own calls tested, the latest Navient member failed to speak about additional options, and additionally one kind of bundle that rates how big is a good monthly payment the fresh new debtor can afford predicated on its money. Auditors composed that numerous customer care agents don’t inquire to decide when the instance a strategy, known as a full time income-driven repayment bundle, might be far better to your borrower.