Consumer complaint received 2017-11-19
Company: Navient Solutions, LLC.
State: TX
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
I want to file a complaint against Navient, as my loan holder, for harassment, mismanagement of my account, and not following Department of Education rules on forbearance. I also am requesting information on how to apply for a cosigner release so that Navient no longer harasses my cosigner. 

I have contacted them in XX/XX/XXXX and XX/XX/XXXX to request forbearance for my student loans while I was reenrolled in classes. I was told that I had to pay a fee that would not be applied to my loan balance. I declined. I have also tried to sign up for IBR and the Public Service Loan Forgiveness payment plans, only to be denied as well. None the documentation or applications that I have submitted are listed in my account history section and makes it appear that I havent applied for these programs. 

I have been getting calls from Navient multiple times a day ; they have passed my account off to a series of credit collectors who also call multiple times a day. These creditors have made offers to settle, but Navient itself will not work with me on repayment plans. I applied for the Borrower Defense to Loan Repayment with the Department of Education on XX/XX/XXXX, which forces all loans into forbearance and stops collections. Shortly after applying, Navient started harassing my mother and finally talked her into paying to have the loans placed into forbearance, along with monthly payments starting in XX/XX/XXXX. She was called by XXXX XXXX at XXXX and a XXXX at XXXX. The {$50.00} that she paid on XX/XX/XXXX has a confirmation number of and I would like that refunded to her. A Department of Education mandated forbearance should not cost anything. These loans are supposed to go into forbearance, at the request of the Department of Education, Navient should not be bullying my mother into paying for that service. 

I received a letter from Navient, dated XX/XX/XXXX,  threatening litigation if I did not communicate with them. I replied with a certified letter sent on XX/XX/XXXX demanding proof, a history of all payments, loan holders, a copy of the master promissory note, etc. Navient has not yet provided e this documentation and they have not uploaded the letter into my account document history section. However, Navient did send me another letter, dated XX/XX/XXXX, that said they sent my account to review for litigation anyway. I also received a letter from a creditor that they had assigned, XXXX XXXX XXXX XXXX dated XX/XX/XXXX, that they were pursuing a judgment against me and I had 30 days to question the debt, in writing. I will send them a certified letter as well, questioning the debt and demanding proof, a history of all payments, loan holders, a master promissory note, etc, just like I requested and have not yet received from Navient. They have also neglected to upload the litigation letters that theyve sent me. 

I recently tried to call Navient on XX/XX/XXXX around XXXX CST, at both ( XXXX ) XXXX and ( XXXX ) XXXX, a time that was convenient for me, but they were not open and there were no voicemail options. I am so frustrated and would really prefer to have a different loan servicer. Navient is unwilling to work with clients until the loans are in default. I wish they worked as hard to find me a reasonable repayment plan as they work to get collection agencies involved. 

I am filing this complaint with Navient, the Department of Education Ombudsman, and the Consumer Financial Protection Bureau.

Company response to consumer: Closed with explanation