Consumer complaint received 2019-02-11
Company: Navient Solutions, LLC.
State: MI
Product: Debt collection
Sub-product: Private student loan debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
XXXX XXXX ACCT # XXXX TEL XXXX XXXX XXXX XXXX. 
XXXX MI XXXX XX/XX/XXXX I am writing this letter to file a formal complaint against XXXX XXXX-specialist and her alleged supervisor XXXX XXXX. During this debt collection process I have repeatedly asked for written confirmation of payments made to be sent via email. Each time Ive asked I am told that the company will not send out such statements and that in order for me to keep track of my payments I need to check my bank statements and add them up. Ive complained several times and as a result was sent out 2 additional statements reflecting the settlement agreement and payments made. The 1st was begrudgingly sent on XX/XX/XXXX. I asked again for a statement on XX/XX/XXXX and was again met with strong resistance. After persisting in my request, I was transferred to a supervisor who met my request only after my insisting that the documentation be sent as a measure to avoid any misunderstanding as to amounts paid, outstanding debt, and expected payments and completion date. We came to an understanding that I wouldnt ask for this type of document for the remainder of the repayment process and that a final report would be sent to me nearing my due date in XX/XX/XXXX. On XX/XX/XXXX I finally received the documentation via email. 

On XX/XX/XXXX I called my specialist Ms. XXXX XXXX and requested a verbal confirmation of my remaining balance. She stated on a recorded line that my settlement balance for account # XXXX as of XX/XX/XXXX was {$3300.00}. I asked her was she absolutely sure of that balance and she stated emphatically that she was SURE and that was my remaining balance. I accepted this Information as true and proceeded to make a {$1000.00} payment, and I scheduled an additional {$600.00} payment to be processed the following day and to clear the following Tuesday XX/XX/XXXX after the federal holiday. These payments both posted to my bank  account, and based on the balance I was quoted by Ms. XXXX I was working with the assumption that my remaining settlement balance was {$1700.00} On XX/XX/XXXX I called and initiated an {$800.00} payment which cleared my bank on XX/XX/XXXX. Once again relying on a professional trust of my specialist Ms. XXXX XXXX and the info she provided me during our recorded conversation on XX/XX/XXXX I assumed that my settlement balance would be {$960.00} after the {$800.00} payment posted. 

On XX/XX/XXXX I called to make what I thought would be my final payment. I again request my current and most recent balance and to my extreme disappointment Ms. XXXX quoted a remainder of {$1400.00} more than {$600.00} above my calculations based on the information provided to me by her on XXXX XXXX. She provided absolutely no explanation for her misrepresentation and went in circles argumentatively. she then called our conversation an argument when I demanded an answer for her actions and questioned her about giving me misleading information. She took absolutely no responsibility for her distortion and implied that it was some how my responsibly to keep track without any written confirmation of payments and withstanding her misrepresentations of my accounts accuracy. 

I am writing this letter to formally complain and request that my account and all communications be reviewed and taken in account in determining the accurate and remaining balance of my settlement agreement. I also ask that this complaint be escalated to the next level as I have already spoken with Mr. XXXX XXXX and he has upheld Ms. XXXX misrepresentations and rhetoric repeatedly while at the same time apologizing and patronizing me. 

The date of this letter is XX/XX/XXXX and my settlement due date is XX/XX/XXXX so time is critical at this junction as I intend to keep my commitment to settle this debt. Thank you in advance for your help with this matter XXXX XXXX ACCT # XXXX XX/XX/XXXX XX/XX/XXXX

Company response to consumer: Closed with explanation