Consumer complaint received 2020-10-12
Company: Navient Solutions, LLC.
State: ME
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Similar to my last complaint, I am being actively refused transparency by Navient. On XX/XX/2020 I called to provide financial information for my enrollment in their Rate Reduction Program. This information did not differ from the information provided previously that maintained my eligibility for the program. I am not sure I actually provided this information, and Navient has told me two lies thus far about why I was denied : the first, when I asked on the first phone call, was that it had to do with my XXXX  score. I was told this by two employees, including a supervisor. That was false. Upon submitting my former complaint, I was then sent four documents ( attached ) stating that it was a failure on my part to comply with terms and conditions, which as stated to me entailed on time payments every month, which I provided. This claim was demonstrably false. I was contacted by a Customer Advocate who has sent me multiple documents ( attached ), all of which contain conflicting information about what information was provided initially, why I was denied, and apologies about their lies which ultimately amount to Navient saying whoopsie daisy about providing me blatantly false information in lieu of answering my questions truthfully. 

Now, they refuse to provide me the audio of the initial phone call so that I XXXX make certain that their claim of me having provided them the financial information ( prior to XX/XX/2020 when I emailed in a paper copy of it for review ) is true. I may be  misremembering that conversation and I dont see any reason why, if I am, the audio should be kept from me. After being lied to and sent in circles multiple times, you can imagine why I might not have faith that theyre telling me the truth. 

Finally, my initial question remains unanswered and I have been cause undue XXXX  and XXXX  by their inability to practice their business ethically. I still have not been told how and why it is that the same information that kept me in the program has suddenly pivoted to ejecting me from it. It doesnt make sense to me, and I have a feeling they know very well that it doesnt otherwise I dont know why they would lie to me this way. I can accept that they have decided to stop offering me the program - conveniently during a federal student loan payment and interest freeze which has resulted in the loss of revenue from interest and fees. Ultimately, the problem isnt that I was removed at this point, its the lies and deliberately misleading information I have been given and the information that is deliberately being omitted. There isnt a lot I can do about the ethics of a fundamentally unethical system that exploits students, but I can than demand better by advocating for myself and refusing to accept lies, non-answers, and evasion tactics designed to confuse me. 

I have attached copies of the documents I have been sent by XXXX XXXX and by Navient.

Company response to consumer: Closed with explanation