Consumer complaint received 2019-02-05
Company: Navient Solutions, LLC.
State: FL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Keep getting calls about your loan

Complaint:
Navient ( formerly Sallie Mae ) has been contacting my family members and friends regarding my account and I have no idea how they obtained their personal information. I believe this to be a violation of personal information, not only for me, but especially for those who are now being contacted on behalf of Navient. When I applied for/obtained the student loans while attending University, I only included my own personal information and never referenced any of these individuals at any point. 

Thus far, two family members and my boyfriend have reported that they received calls from a Navient representative today ( XX/XX/2019 ) requesting to speak about my account. The incoming number that displayed on their phones was : XXXX and the callback number they were provided was : XXXX ( along with a reference number ). If need be, I can share screenshots of the messages I received from them notifying me of the " odd calls. '' At this time, I am refraining from sharing them because their personal names/details are viewable and I do not want to risk further exposure for any of them. 

I have never shared personal details associated with either of these family members nor have I ever shared any personal details related to my friend. Of the two family members that were contacted, only one shares the same last name as myself which has led to further confusion regarding how Navient obtained their personal information. Additionally, both live in a US state that is not associated with my previous residence/University and we only keep in contact through social media/email ; not even I had their personal numbers. I thought it might be possible that Navient is obtaining their information via my XXXX social media account ( although I have it set to " Private '' at the highest level ), however, it would not explain how they obtained my boyfriend 's information since he does not have any online social media accounts and he intentionally avoids sharing personal information ( especially contact details ) online.

Based on the information that has been relayed to me by these three, Navient contacted the first family member ( same last name as myself ) and then contacted the other ( different last name ) approximately 30 seconds later. It is not clear to me yet as to when they called my boyfriend ( he notified me via text message that they contacted him while he was at work ), nor is it clear as to who else they may have tried calling to discuss my account. 

Again, I am extremely concerned as to how Navient obtained personal details of individuals whose information has not been shared with them before. I called Navient via the provided callback number during business hours, however, I was unable to successfully get them to address this. When I made contact with a customer service representative and began discussing the occurrence, they informed me that they were transferring me to a different department, and then the call disconnected. I tried calling them three different times only to experience the same disconnect.

Company response to consumer: Closed with explanation