Consumer complaint received 2019-02-10
Company: Navient Solutions, LLC.
State: PA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Sunday XX/XX/XXXX My complaint is about Navient. With being out of college XXXX  years and wanting to take out a loan, when looking at my credit statement it came to my attention that my student loans have not gone done, but had actually gone up. My father who has been paying all my payments ontime, who also happens to be a successful XXXX, dug deeper into the reasoning as to why this could be the case conducted his own amortization, and realized the NUMEROUS ways in which Navient was extorting and misleading our payments ( calculating around 13,000 dollar difference between both accounts ) my father became involved in the conversations and demanded paperwork be sent. We received paperwork if thats what you want to call it, none of which was what we had asked for and was basically a print out of what we could have gotten off line, none of which had any balances etc. The paperwork did however show missing years and other missing documentation that when we called to follow up about, customer service said they were unable to locate it, which has been the answer all along. 

I began college in XXXX, my loans initially started in XXXX and originated as XXXX XXXX Bank. It was then sold to XXXX and then onto Navient. Within this time period, documents were lost, rates/ terms changed etc. which all contributed to the issues in which we are having today which are apparently our fault not theirs, even though they are the ones who bought the company and should assume the responsibility. Since Navient has bought my private loan, the interest and principle has been EXTREMELY INCONSISTENT and we have only been provided the minimal proof to needed to back that up and we have been calling to fight for the FULL proof of the CLEAR BREAKDOWN OF ALL INTEREST RATES- WE WANT THE ORIGINALS!!!! They should not be allowed to decide where they allocate the principle payments however they like ( taking advantage once again ). They should be applied to both loans, not just the lower rated ones, they are separate loans, each with their own payment. 

After countless hours spent on-hold, on the line with numerous representatives etc. I started a running record of all my conversations and the outcome and supposed follow up that was promised to occur per that conversation, which never once happened. I have attached my notes from each conversation, including ones made to legal institutions. 

On XX/XX/XXXX we were told that our complaint would be transferred to Ombudsman, their internal complaints department and would be a high priority escalation, and would receive a letter and further steps which we were told would be completed by XX/XX/XXXX. 

On XX/XX/XXXX I was contacted by XXXX XXXX XXXX, an agent in the Office of the Customer Advocate at Navient and was given a number to call, I responded to this email and was not given a response, as well as called the number. I called the main number to try to get ahold of someone and was told she was on a call and she would get back to me with 24-48 hours ( not sure who is on hold for this long? ) I left a voicemail leaving my cell phone asking her to call me back and leave her direct number on my voicemail. No email, call, or voicemail was returned ever. When I called the number on her email two days later the call said the office was closed, their hours were XXXX. ( it was XXXX. est ) and then the number HUNG UP ON ME- multiple times, which leads me to believe they blocked my number. This was final straw which made me file this complaint, I feel completely taken advantage of at this point. Every deadline they have given has been missed, not one person has been able to give a straight answer, they cant be honest and just admit they have no proof and own up to their mistake and keep dragging this along and its not fair. I am also in the process of trying to release my cosigner and this looks like it will be a process as well based on everyone else complaints but my cosigner is out of work due to an accident and is injured and when I called to explain this to them they did not seem to care or be helpful at all but at this point we are trying to solve one issue at a time. 

This back and forth is causing much added stress to an already eventual and stressful time in my life, being XXXX, and trying to financially break free from Navient is a full time job within itself, Ive been hung up on, lied to, mislead, taken advantage of, and plenty more and I just want to move on. My dad even offered to settle with them and they refused, even when they are doing so many illegal things to us in the first place. At this point we are not sure who else to turn to or what else to do, how can a company just haphazardly, inconsistently, just adjust and apply interest however they want whenever they want without even telling you, how can they continue to lie to you and keep getting away with it.

Company response to consumer: Closed with explanation