Consumer complaint received 2019-10-19
Company: Navient Solutions, LLC.
State: NE
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
This website would not allow me to enter the correct school that I attended. The name of the school is XXXX XXXX XXXX XXXX, the name of the school changed to XXXX located in XXXX, Nebraska. 
THE COMPLAINT : On Friday, XX/XX/2019, at XXXX XXXX ( CST ) I called Navient and spoke to a representative named XXXX operator Id XXXX or XXXX, I asked the representative to simply send me an income driven repayment form by mail or email as I have done previously and had no issues with other representatives sending me the requested form. XXXX told me that he could not send me the form by mail or email, I made several attempts to get him to do his job and just simply send me the form, he refused. XXXX began to tell me to call some other number to receive help. I requested a supervisor, XXXX then told me that I didn't need to speak to a supervisor because he would send me the form. I requested a supervisor a second time, he then told me that he would need to place me on hold for 3 to 6 minutes while he located his supervisor. XXXX returned to the line after several minutes and told me that he sent the form and he attempted to rush me off the phone, I asked him a third time to speak to a supervisor, XXXX proceeded to tell me that he was not going to get the supervisor because I did not need to speak to one since he decided to do his job and sent the form. I requested a supervisor a fourth time, he informed me again that he would need to place me on another hold to locate the supervisor. Several minutes later a representative by the name of XXXX operator id XXXX identified himself as the supervisor and informed me that XXXX told him the reason he refused to send me the form was because he tried to make sure that I qualified to receive form and that I refused to provide him with the information needed to verify that I qualified to receive the form, this is a lie. I informed XXXX that if he listens to the call he would see that XXXX was not being truthful. XXXX then informed me that he would listen to the call, he then told me that the poor customer service that I received from XXXX does not affect me in any way, this is also a lie. I informed XXXX that the level of customer service that I receive does affect me, and that comments like that lead me to believe that he is not going to take this issue seriously. I asked XXXX who could I file a complaint with and he replied " I don't know what number you are looking for but all I can give you is the Navient customer service number. '' The number I called to reach XXXX. This type of customer service is unacceptable. That agent refused to do his job and escalated a situation that could have been resolved without a supervisor. Please review the call between XXXX and I, and XXXX and I, to ensure that we the consumers are receiving the highest level of customer service possible. I no longer trust any of these representatives to do their job, I do not believe that XXXX sent me the correct form, I do not believe that XXXX will properly review the call based on his bias comments, and I do not think anyone in the company cares about the poor customer service that Navient is providing. I never want to have to call or deal with Navient ever again in life, these representatives and supervisors are a true disgrace. Navient should really clean house if they care about the consumer in any way, in the meantime I will find a way to get my loan transferred to another company, at this point anybody has to be better than this.

Company response to consumer: Closed with explanation