Consumer complaint received 2021-01-23
Company: Navient Solutions, LLC.
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Don't agree with the fees charged

Complaint:
On XX/XX/XXXX I contacted Navient customer support in regards that my FFELP Stafford Subsidized Loan was put into default. The customer service representative told me to email XXXX with my issue. To that email address I wrote the following : -- -- -- As of today I have discovered that a loan, now seemingly owned by XXXX XXXX XXXX XXXX XXXX, which I was informed by customer service is indeed Navient, has defaulted as of XX/XX/XXXX. 
On the phone I was informed that the loan was delinquent in XX/XX/XXXX. 
I dispute this for the following reasons. I am under the income-based repayment. I have attached my IBR request that was sent. 
I've also included my last communication I received from Navient, which is about my Income Driven Repayment request. I have not received any form of communication from Navient or XXXX since that email. 
As mentioned above, there has been no communication about either any delinquency or other issues. The only way I discovered the loan was in default was through the studentaid.gov which reminded me to check on my loans in relation to the CARES act. 
The address you have on file is incorrect and has been so for many years. I have repeatedly provided more up-to-date contact information. Navient clearly does have my email address. 
Considering this, the loan should be removed from being defaulted immediately. 
Sincerely, XXXX XXXX -- -- - I received immediately the following confirmation email : -- -- Thanks for your recent e-mail regarding your student loan ( s ). This auto response provides confirmation your message has been received. We are examining the issue ( s ) raised in your message. Please allow up to 10 calendar days for any requests requiring a response. If you need immediate assistance, you may call our office toll free at XXXX. 
-- - Which was followed by a request to verify my identity by sending the last 4 digits of SSN and two other personal identifiers, such as name, address, or date of birth, which I did immediately. 
After sending the verification details I received another confirmation email saying the message had been received and they will respond within 10 days. 
As of today, XX/XX/XXXX, I have not gotten a single response from Navient. 
-- - I then managed to contact XXXX XXXX XXXX, the collection agency working for XXXX, on XX/XX/XXXX. I spoke to a XXXX XXXX who said that he was struggling to pull up the information I sent for unclear reasons. I then sent the same email as above, under his advice, to XXXX, also now including evidence of my original email. I received no response. 
-- - On XX/XX/XXXX I called Pioneer Credit Recovery again and spoke with a manager who then advised me to email all the documentation again to XXXX and that XXXX XXXX will handle my account. I did so. He advised me to contact Navient as well and that they will forward the information to their client and see if they can get the default investigated. He claimed that their job is to close the account and if that means taking it out of default because it was a mistake then they have done their job correctly as well. He told me to call back the next day to see if there has been any progress. I called Navient immediately who told me they werent able to do anything, the loan is in default, and they have no way of assisting me. 

On XX/XX/XXXX I contacted XXXX XXXX at Pioneer Credit who claimed that their client said they could not verify my identity and therefore require more documentation to prove who I am. I sent the same email as above, with the same attachments, but now also including my passport and drivers licence scans. 

She primed me to expect that itll take weeks before we see any progress. I am skeptical of what efforts they will undertake to satisfy this issue. 
Navient has denied me any information or response whatsoever in what is their error in processing my income based repayment documentation. As mentioned in my emails to them, they never contacted me or managed to communicate any issue.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation