Consumer complaint received 2019-04-23
Company: Navient Solutions, LLC.
State: PA
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:
Navient has been servicing my subsidized and unsubsidized loan for about ten years. During financial troubles they were very fast to put my loans on forbearance, which is fine because even though my balance was skyrocketing due to interest it was helping at the moment. Since I have been stable with a job and able to payback the loan I realized that out of $ XXXX   monthly payment only {$7.00} was going towards the principal. With my balance being close to {$40000.00} it would take forever to pay this loan so I asked family and friends for a loan to help me pay this off so I wouldn't be trapped into paying interest forever to Navient. On XX/XX/2019 I called Navient to ask for a payoff amount around XXXX. The lady on the phone advised me that I would receive it in 2 to 4 hours, which I did not. The following day on XX/XX/2019 I received the letter from Navient saying that my loans can be paid in full for {$36000.00} if the payment is received by XX/XX/XXXX. Also to the side of the letter were the hours that I could call which were Mon-Fri with no Saturday or Sunday hours. After showing the letter to a friend who agreed to lend me the money to pay off the loan, I called Navient first thing Monday morning and asked them to pay off the loan and I was advised that the balance was {$39000.00} and not {$36000.00}. After advising the representative XXXX XXXX that I had received a letter she denied that Navient had sent the letter. I asked her log in to my Navient account and look at my inbox and see the proof. After logging in XXXX saw the letter and read it aloud with me and said yes the letter was sent however I had to pay that amount by XX/XX/XXXX and that Navient can no longer honor it. I advised XXXX that I received the letter on XX/XX/XXXX and she can see the date on my inbox. I also advised XXXX that according to the schedule on the paper Navient does not have Saturday hours so i could not call over the weekend. XXXX replied by saying that they are there on the weekends and that I should have called. She asked me to send proof by uploading and that they would review it with her supervisor XXXX XXXX and get back to me. I asked her to stay on the line while uploaded and review the documents with me on the line because I didn't have faith that they would call me back. After reviewing the documents XXXX did agree with me but said that they would have to look into it further and get back to me. I asked for a direct number for her supervisor XXXX XXXX and she provided me with XXXX. I waited until XXXX no one called me back so I called Mr. XXXX and he did not answer. I called again at XXXX and left a voicemail and again he did not answer. At XXXX I called Navients main number and another representative XXXX XXXX took my call after explaining everyhting to XXXX she advised me that The payoff amount of {$36000.00} can not be honored because it was not paid by the XXXX even though I received the letter on the XX/XX/XXXX and according to Ms. XXXX my loan had accrued {$3000.00} in interest over the weekend when I asked her if that made any sense to her she said yes. After XXXX spoke with her supervisor, XXXX XXXX, who apparently listened to my previous calls she said that there is nothing that they can do and I should just pay the {$39000.00}. XXXX transferred me to XXXX who reviewed my case. i asked her how come no one called me back she said she tried to call me right before I called Navient but my phone was not accepting calls, which is a lie, because I specifically called them from my office phone knowing that at this point they would find every excuse not to deal with me and help me pay my loan off. After XXXX advised me that she listened to the calls and what was said I requested for her to send me all three of my phone call recording so we can listen to it and find out what was said, not surprising XXXX refused. I asked her that if she is quoting my calls i have the right to have that recording, because I would approach this with legal action, she didn't seem to care and told me to get a subpoena. After reading about the sleazy ways that Navient deals with all the students who are paying loans I decided to payoff the loan amount of {$39000.00} today XX/XX/2019 so it does not accrue anymore interest, but continue my fight with Navient the predator.

Company response to consumer: Closed with explanation