Consumer complaint received 2018-12-19
Company: Navient Solutions, LLC.
State: UT
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I currently owe {$42000.00} in private student loans to navient, they are divided into 4 separate loans. I am very good about staying on top of my loans. My private loans have been in a rate reduction program from the past few years. I am usually on the phone with them once a month trying to figure out some issue that is happening with my loans. The most recent issue was the straw that broke the camel 's back.

In XX/XX/XXXX I called them because I received emails about how I had payments that were overdue. However my private student loans were still in the rate reduction program. They told me that for some reason ( they have never been able to tell me why ) one of the four loans came out of the program early and accruing payments. They told me they would fix it and I could call back in XX/XX/XXXX to re-enroll all 4 loans back in the rate reduction program.

In XX/XX/XXXX I had a payment drafted from my account that was {$150.00} more than what my payment should be. I called them to figure out why and get my loans back in the program. They said it was a glitch or something and that they would credit my XX/XX/XXXX payment so it would be a smaller payment. They also told me that somehow my rate reduction program had been extended into XX/XX/XXXX so I could re-enroll in XX/XX/XXXX. Well the pro-rated amount never came out in XX/XX/XXXX as a matter of no amount came out.

I called back on XX/XX/XXXX to get them re-enrolled again. They told me that they were still figuring out what was going on with my private loans and that currently I was in 3 month grace period so I wouldn't need to re-enroll until XX/XX/XXXX. He assured me that he was sending it to a " clean up crew '' and it would be taken care without any harm to my loan payments or my credit report.

I called back on XX/XX/18 for 2 reasons. To get my loans re-enrolled and because they were harassing my co-signers at home and at work ( my parents never gave them their work numbers ). When I had told them in XX/XX/XXXX that they were harassing my parents they said to tell them when Naviant calls to refer to their notes and they wouldn't be bothered anymore. However when my dad told them this they said that I still had payments due. On XX/XX/18 I received an email from the debt collector division of Naviant. When I called I was legitimately yelled out for not making my payments by a man named XXXX. He put me on hold and transferred me to his supervisor who told me that during the grace period I was still needing to make payments. I was never told this and when I told her that she insisted I was. When I asked if I could access to phone records she said that I would need a subpoena and legal representation. She said she would review the phone calls but honestly since I am not allowed access to them there is no way to prove that they actually did give me false information. Every month I was told that they were fixing the screw up and to call back the next month. Now they are saying I have a balance of XXXX past due when no one, not even once told me I needed to make a payment when I called in. They did call my parents and send emails but when I would call in them they would say that I didn't need to make a payment and to call back the next month.

I feel like they are just trying to make a buck off of me and keep in debt. It feels like no matter how hard I try to stay on top of my student loans and to use programs available they make it impossible for me. There is always some issue that needs to be addressed. I can't consolidate my loans because now my credit score is too low and I am behind on payments but they refuse to correct their mistakes and I am the one suffering the consequences. I want access to the phone calls, I thought they would be public record.

Company response to consumer: Closed with explanation