Consumer complaint received 2022-07-18
Company: Navient Solutions, LLC.
State: OH
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Navient Phone Representative account data is in conflict with Navient 's Web Account data and StudentAid.gov data. 

From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ), XXXX XXXX XX/XX/XXXX To : XXXXConsumer Financial Protection Bureau -Navient Web Account Upload Customer Service -Navient Advocate I was legally advised to kindly attempt different forms of communication with you, to clarify again, the current situation with the differences in my account, still yet as of XX/XX/XXXX. I will provide this communication in two methods because speaking with a Navient Representative has not been effective by phone. Navient Phone Account Representatives seem to have different data for my account compared to my Navient Web Account, Navient Email System Confirmations Received, and StudentAid.gov IDR confirmation. 

In XXXX, I logged into my Navient web account, which had me residing in XXXX XXXXXXXX XXXX XXXXn I lived in XXXX, XXXX. The phone number was also incorrect. I called the phone number, which was owned by a male, father. I spoke kindly with the man over the phone. His younger daughters address and phone number was in my Navient web account. I never resided at this XXXX XXXX, XXXX XXXX address and never had this mans phone number ever in my life. I was able to clear this up through my Navient web account and informing a Navient Rep by phone of the corrections. ( I have image snapshots of this wrong data in my logged in account on a USB. ) In XXXX, I had a XXXX student loan from XXXX XXXX University in my logged in account, however, I never obtained a degree from XXXX XXXX University XXXX It took me until XX/XX/XXXX to get this data removed from my account. I reached out to XXXX XXXX University Financial Aid, Treasurer Office, and Legal Counsel. I also reported the loan to Navient several times from XXXX until XX/XX/XXXX. It took me 1 year to remove this wrong data in my Navient web account because of this dispute between Navient and XXXX XXXX University. ( I have numerous emails and image snapshots of this data in my logged in account on a USB. ) Now, after making the latest verbal phone conversation to Navient XXXX XXXX at XXXX and Navient Representative XXXX XXXX at XXXX, and according to their account data about me and managing my account, XXXX HAS NOT BEEN LOGGING INTO HER NAVIENT WEB ACCOUNT AND MANAGING IT, NO PAYMENTS ARE ON FILE. I have tried numerous attempts to kindly communicate to Navient verbally that I have been making payments, I am in IDR, and I have provided them with a complimentary approved confirmation of the IDR from studentaid.gov in the Navient upload system in my account. I uploaded the approved IDR files into my logged in web account in XX/XX/XXXX. ( I have numerous emails and image snapshots of this data in my logged in account and from StudentAid.gov IDR process steps on a USB. I have an approved IDR confirmation from StudentAid.gov which was also provided to Navient uploaded system with a Navient system confirmation from XX/XX/XXXX. ) See previous receipts in CFPB system. 

Currently, I am attempting yet again, to get my Navient web account up to date. I am missing payments, I continue to kindly communicate my IDR, I have paid off 2 private loans and 1 federal loan, I have made small federal loan payments. However, Navient Phone Representatives keep telling me they have no records of me even logging into my account. Navient has no activity linked to my account??? ( Verbal Conversations took place on XX/XX/XXXX, XXXX. ) I am now under the care of my doctor for XXXX and have been sick due to nerves. I constantly feel like I have to vomit all the time. I had an outbreak of XXXX XXXX on the outside of my mouth after talking to Navient last week, which I have not had in many, many years. The mismanagement of my account and incorrect data is having a negative physical effect on me mentally and physically. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation