Consumer complaint received 2018-08-08
Company: Navient Solutions, LLC.
State: AL
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I am submitting a new complaint in regard to Navients, first decision to not respond due to an unauthorized third party being involved in rectifying this matter. There are no unauthorized third parties in this new complaint. Please see my new personal statement below about the series of events that have led to this unfortunate complaint. 

I have several personal student loans that were initially dispersed through Sallie Mae but are now billed with Navient. I have made payments toward lowering my debt as income has allowed me for the past several years. As of XX/XX/XXXX, last year, I was laid off from my position as a XXXX XXXX XXXX   with XXXX XXXX XXXX XXXX in XXXX, Georgia. I have sought many jobs, unfortunately with no avail on any of them. My passion has always been to become a lawyer and I have been fortunate enough to secure a spot in an entering class this fall. However, in XX/XX/XXXX, after months of unemployment my finances finally began to thin out. I made the last payment I could afford with Navient and have not had many finances available to pay the minimum they were asking for. 

In XX/XX/XXXX and XX/XX/XXXX, I called and inquired about paying a lower payment until I could get back on my feet and was told, that wasn't possible as the amount I was paying was already the lowest they were willing to accommodate. Fast forward to XX/XX/XXXX, and I received a call from XXXX, who I have worked with several times before to rectify billing issues with Navient. I explained to her that I would be enrolling into law school in XX/XX/XXXX, at which time she informed me that I in fact had some in school deferment that could be used as long as I was enrolled full time. Furthermore, she explained that there was nothing that could be done until I could receive enrollment information from the school. At this time, I agreed that I would call her upon receiving that information. She agreed, and we ended the call. 

Now on XX/XX/XXXX at approximately XXXX XXXX I missed a called from someone only identified as XXXX. XXXX left a voicemail in which he stated that he " had an uncanny way of helping everyone '' and that it was imperative that he speak to me as soon as possible. I woke up from my nap and gave him a call back at ( XXXX ) XXXX on a recorded line, initially he seemed like a decent customer service representative, as I explained to him my circumstance and how the situation with the loan had gotten to this current point. He asked me If there was anyone who would be willing to help me and if anyone was helping with any other bills of mine. He went on to see if there was a consigner on my account, which there is not. When I stated no there wasn't anyone willing to help me, he then became confrontational. He obviously somehow has access to my credit report because he started talking about how I had excessive amounts of medical bills that were also unpaid. He went on to further state that he didn't see any car payments, so he assumed I didn't have a car note. He asked if I had a card with XXXX, which is my credit union and that the bill was {$15000.00} and stated that he noticed that it got paid on time every month. He went on to ask why was it that I could pay my credit card bill and not Navient. At this point of conversation, I felt harassed and violated. 

I should not have to deal with someone reprimanding me, making assumptions and accusations about my personal finances, if they are calling about a matter that has nothing to do with said finances. My liberties as a consumer were not upheld with Navient and I want action taken immediately. Someone calling from Navient for student loan billing, should NOT have access to my credit report for the purposes of harassing me about what I do and don't pay to other creditors. I feel that my rights as a consumer have been violated, whether I have an outstanding debt with this company or not. It is illegal for anyone to have reoccurring access to my credit, more so my credit profile without my permission. If it were up to me I would have my debt transferred to a different servicer or completely forgiven, as I do not feel secure in knowing Navient has access to my personal information for the purposes of harassment yet are able to mask it as debt collection. I would like the immediate termination of XXXX, whose alleged work ID is XXXX and his manager, XXXX XXXX ( XXXX ), who saw no problem with his employee 's behavior and was just as unprofessional on our follow up phone call. I would like a response from a board member of Navient after they review the call or else I will seek legal representation in remedying this matter.

Company response to consumer: Closed with explanation