Consumer complaint received 2017-07-31
Company: Navient Solutions, LLC.
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I was advised inXX/XX/XXXX that I was eligible to be put on XXXX income status due to running out of forbearance and deferment time due to unemployment and health issues necessitating multiple XXXX 's and application for XXXX. I filed the application on XX/XX/XXXX for XX/XX/XXXX. I renewed the application in XX/XX/XXXX for the XX/XX/XXXX fiscal year. I filed electronically and via hardcopy USPS along with a certified letter requesting that if there were any discrepancies to please contact me immediately via phone or US mail since I was locked out of the web portal with an " error 404 '' page since XX/XX/XXXX. Also there was something wrong with their phone system. I had attempted for many months to contact Navient and was either put on hold for an hour or more, then disconnected, or every time I called I could hear them but they could not hear me. So I have had no access to my account since XX/XX/XXXX and although many attempts have initiated by me, none of them has supplied me with access to my account. This was the reason I filed both electronically and via hardcopy USPS for the year XX/XX/XXXX renewal. I heard nothing from Navient until approx XX/XX/XXXX. They did not have the status of my loan, just were demanding payment. I advised them I was in XXXX income status, but they continued to email and call several times a day demanding payment. I called frequently trying to get this straightened out but keep getting transferred to another party and always invariable disconnected. I have sent 7 certified letters invoking my right to have all correspondence in writing via US Mail due to their inability to provide me access to my account and because of the lack of telephone service. Each time Navient calls I tell them immediately that I am in XXXX income status and request that they send any information in writing via US mail. On XX/XX/XXXX I have received 5 calls from people who say they are from Navient, or are subsidiaries of Navient but do not have access to my account requesting payment for a loan that is in XXXX income status. One of their subsidiary companies calling from an XXXX Texas area code is demanding I send them a " Cease and desist '' letter before they will stop calling me at all hours of the day and night. I have filed a complaint with the Texas State Attorney General Consumer Protection Agency. I have addressed certified mail to a XXXX XXXX, who sends me regular emails that can not be replied to requesting I log onto the web portal that I do not have access to. I have consistently received invoices for loan payments post dated after the due date on the invoice with late fees attached during the entire time I have been in forbearance, deferment or XXXX income status. The principle on this loan was paid in full in XX/XX/XXXX. They are now demanding more than twice the amount of the loan in interest only with exorbitant late fees charged while I was in Deferment, forbearance or XXXX income status. I am veteran of XXXX XXXX with the XXXX XXXX XXXX. So if there are any military programs to assist with this loan, I would greatly appreciate any information you may be able to share with me. I feel that without federal government intervention, this student loan mess is going to render me another homeless veteran without access to my social security because they can not seem to provide customer service. All this misery over a loan that has been paid. This is all over interest alone.

Company response to consumer: Closed with explanation