Consumer complaint received 2017-08-12
Company: Navient Solutions, LLC.
State: WA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
The complaint i have is below but i have a different complain i need to type first. I spent almost 45 minutes typing on your page, not because it was long, it was somewhat, but mostly because i was taking the time to verify what i was typing.
You page is specifically set up to make people lose their work. Your page gave me a popup that said : Still there?
For security, we log you out if you 're inactive too long and had two buttons, one said yes keep working, the other said log out now. I clicked the one that says keep working, and the page then resets, i lost EVERYthing i was typing, your page is specifically set up to interrupt people while they work and give them two options, BOTH of which will result in losing their work.
PLEASE FIX YOUR page, I helped pay for it- people should n't have to CLICK anything when they ARE OBVIOUSLY TYPING.
For whatever record it matters for, the tech details are irrelevant- this is n't a problem with my browser, it 's not malware, this is a fresh install of XXXX, this was your web page, i looked at some of the code- your page is set up to do this. I can see how this kind of problem would make any percentage of people just give up, not that this particular problem is there to make that happen. THE SAME THING happens to people when they are trying to fill out the Defense to Repayment when the school steals tens of thousands of dollars from taxpayers and then tries to stick part of it to the student, I helped pay for that web page too. A web programmer would have to work hard to leave that kind of silliness in a web page, and there so far are TWO government agencies with this problem, both of which ive tried to fill forms out with, both of which interrupt your typing to make sure you are there and then clear the form. Luckily I was copying text that time, but it didnt matter since months later you had no record of me sending it, the next one got through. *** *** I sent a complaint last year ( XXXX ). Your response did n't address any of my complaints, it seemed to be various information about electronic signatures, but i was n't asking about that. And then you closed the complaint without asking me if it was resolved. I realize you have a lot of work, but I would like to have this complaint addressed in a realistic way- this company has stolen tens of thousands from the US govt, and fraudulently signed me up for loans. After telling her that I couldnt afford to go to this school, the XXXX recruiter rep said that after the GI bill and government grants, there would BE no loans. I was shocked that I could go to this school at no charge. I signed up soon after that ( XX/XX/XXXX I think ). In hindsight, it was the worst decision ive ever made. I didnt sign up for loans through itt, at least not as far as I was led to believe. Ive said this in about every way that I know of, and so far it doesnt seem to matter. A few days after classes started, they interrupted a class to tell me that a mistake was made and I would have to pay them hundreds per month for most of the year to keep going. Hey, mistakes happen, at least thats what I thought at the time. I worked overtime while going full time to pay them their money for most of the year. FT school and OT work, thats really hard, even when the school isnt teaching you much and not delivering on their commitments. They didnt deliver anything close to what they promised- we spent many weeks learning how to turn a computer in and off, how to install programs, very basic troubleshooting. Well look, a school has to start somewhere, all of the students needs to be starting on the same page, understandable. But at some point I lost patience, I complained at first to the school, who always had a variation of the same response, the program ( XXXX XXXX, XXXX at the time ) is new, we are working hard to make improvements, please be patient. Fair enough, for awhile. After 6 months or so it became clear that complaints to the school werent going to help, I started sending letters to the VA, the DOE and others. Eventually it became equally cleat that there was no help there either- every one of my letters was simply ignored. This was probably 8 months into the first year, I was working overtime to pay them their money, I wasnt learning much at school, but we still had a lot to do- I still had a ton of homework, so I was constantly busy, but I started calling the DOE, VA and others, all of them said the same thing- they were sorry but they werent able to take a complaint against a school- I would need to use the schools complaint system to complain, or withdrawal. That system I knew from experience was rigged. Some of the students quit along the way- I fact quite a few of them. We started with 50 people, by the bitter end we only had around 10. All of us talked about options- class action ( impossible because of the contract ), quitting, etc.. Most of us that were left decided by that point we were almost halfway through and the best option seemed to stick it out for the rest of the time, get a degree and just be through with it.
A few weeks after grad I started getting bills for close to $ 20k. As far as I was told, I didnt have any loans at all, in fact I worked my XXXX off while going full time to avoid taking one of their private loans out even. But now it seems another mistake was made, and I owe XXXX XXXX a lot of money.
For years they were fine with me using forbearance. I never knew about IBR- I happened to read about it a few years ago- they never mentioned the IBR to me, and I had called to ask them what my options were several times, not once was there an option to use a payment plan that bills you according to your wages. After reading about it, I tried to ask about it several times- they said that was an option but I would have to show proof of wages and there was a lot of paperwork to fill out. They seemed to discourage it, but both times I talked to them I pressed- I wasnt able to get them to send me what I needed- each time they told me a list of requirements and they would say I need documentation showing my wages, I say I dont have any- Ive been unemployed, and the would just repeat the same thing, you need to show proof of wages But I dont have proof, I am unemployed, Im sorry but you will have to show proof of your income and they just kept repeating the same thing. Anyway, here is part of the current problem- at some point in XX/XX/XXXX they apparently consolidated my loans- I do remember them asking me, in fact whenever I called in they would ask me to consolidate. Here is what I knew at the time- I knew I dont know anything about consolidating. I knew that everyone says you need to avoid consolidating until youve taken the time to understand the options. I knew that XXXX XXXX will say things in a way that makes a bad option look good, and I knew that they would sometimes use the fact that they have thick accents to confuse a situation. So I was very clear every time- thank you but no I dont want to consolidate yet. A few years ago I started seeing that in the paperwork they sent was the word consolidated. And since then ive heard theyve made the same mistake with lots of people. I dont know if it has anything to do with the fact that consolidating loans dissolves any requirement for them to have a valid SIGNED MPN on file. The only MPN they have now is the one generated when they consolidated the loans, And according to all of the info I can find, its not even a valid MPN because they dont have the original, not all of the info is in the MPN, and its not signed by me : 1. Everywhere I look, a MPN isnt valid unless they have the original in their possession. The one they sent me looks like a copy of a copy and its not complete.
2. Also an MPN has to have all of the info filled in and it has to be complete. But the date is cut off, they tell me the date is XX/XX/XXXX, but thats not on the mpn.
3. Also I read that an MPN has to be signed. Apparently an electronic signature must be ok, but I dont agree- what is the point of a signature then? I believe they forced the consolidation because they knew it would dismiss any requirement for them to have the original ( questionable ) MPN on file.
I have no plans on paying for something I never agreed to, to get something that was never delivered.
**I am challenging the authenticity and validity of the MPN. The one they have is not valid and I would like these fraudulent loans to be dismissed, without any requirement on my part to pay taxes on the money they stole from the government. I respectfully request the other points in this complaint addressed in a realistic way**

Company response to consumer: Closed with explanation