Consumer complaint received 2017-04-03
Company: Navient Solutions, LLC.
State: OK
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
I got loan w/Navient XX/XX/2017. XX/XX/2017 I got call at work, XXXX from " Navient Consolidation Dept. '' Caller ID XXXX, he gave XXXX. I assumed real Navient, so I called back fraud # & spoke w/XXXX. She said helping fix interest rate at 3.45 %. She filled out form for Federal Direct Consolidation Loan Application & Promissory Note XXXX Federal Direct Loan Program. She knew my personal info & sister 's name for reference, I updated sister 's & mother 's info. She sent doc from XXXX. She had me sign twice & email back. She said she would call back, never called, I called her. XXXX & XXXX said she was not available, talk to XXXX or XXXX. I said I will only speak with XXXX. XXXX said he would send her email to call me. I kept calling, no response. Friday I called Navient from phone # on loan bill XXXX. I told XXXX I was concerned about possible Navient fraud. I gave her info, she researched " Navient '' reps ' names, phone # s, she said these people NOT with Navient, phone # 's NOT Navient phone # s. She said Navient does NOT call clients for new loan, alert authorities to potential fraud. She put alert on my Navient acct. I called XXXX ( membership through my employer ). XXXX said file fraud alert & credit freeze w/credit bureaus, complaint w/FTC, police report, so I did. Sheriff 's Deputy took report about potential fraud. XXXX had called & left VM to call # or her personal # XXXX for questions. Caller ID read XXXX ( Indiana ). Deputy said call toll-free # to see how they answered. With speakerphone on I called " Navient ''. He answered " Navient how may I help you? '' I asked to speak with XXXX, he asked for SSN. I said returning her call. I spoke with her about loan. She knew personal info, payment amounts, payment dates, my real loan #. However, loan # listed on loan app NOT my loan #. Fraudulent loan app : Loan Code : GS, Loan # : XXXX, Amount : {$7000.00}, Loan Holder : Navient, XXXX, XXXX , PA , XXXX, US , Phone # : XXXX. I asked why loan # on app differed from real loan #, she said it was a glitch. Deputy stated who he was, she responded saying call may be monitored & recorded. He asked if she worked for XXXX party company, what company she worked for, she said Navient. He asked for her # s ( XXXX/XXXX ) & manager 's name & # " XXXX '' ( XXXX ). He asked for address, she said " We have so many, let me put you on hold. '' She then said XXXX, XXXX, PA XXXX. He asked how she got client names. She said when people went out of rehabilitation from default loans she helped them get good-standing loan ( I did that 3 months ago with real Navient ). I said I want to cancel loan consolidation right now. She said ok. Deputy told her to send Navient email w/her name, she said not allowed to do that. I called my mother & sister to tell them of potential fraud, both had same response. They both said alright, wait I got weird call last week. When I answered the other line was ringing, when it was answered they asked about student loan. Both mother & sister hung up. Monday I called Navient to add passcode to acct because anyone can access my acct with SSN or loan #. I made passcode & XXXX added to my Navient acct. I thought it was fake loan app. XXXX informed me of active consolidation loan app in my file ( same info from fraud loan app ). She cancelled it, said call CFPB to file complaint. Tuesday I called CFPB, he said call Navient to get company name, banker, lender name, any info about who submitted loan, consumerfinance.gov to file complaint. I called Navient for info about who submitted the loan. He said Navient does n't approve loans, they just service loans. Loans are submitted through studentloans.gov, someone must have submitted loan in my name through that website.

Company response to consumer: Closed with explanation