Consumer complaint received 2018-04-19
Company: Navient Solutions, LLC.
State: NC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
My original Federal student loans for approximately {$30000.00} when I graduated in XX/XX/XXXX were purchased by XXXX. At the time I was making multiple payments each month for several student loans taken out during the course of my college education. XXXX approached me about consolidating these loans which I agreed to but they also extended the loans from 10 to 15 years which I wasn't aware of and would not have agreed to. So in essence my loan consolidation ( which I agreed to as a convenience also turned into a loan EXTENSION. 

Five years later my XXXX loan ( s ) were purchased by Navient which, after faithfully making payments for the past 12 years, claims I still have a payoff balance of over {$15000.00} which is more than half of what my original student loans were for. I have documentation from Navient showing I have already paid back over {$22000.00} since XX/XX/XXXX. They have not provided me with payment history from XX/XX/XXXXto XX/XX/XXXX which should be around {$12000.00}. 

I dispute that after paying back over {$33000.00} over the past 11+ years that my payoff balance is still another $ XXXX. I have been trying to contact Navient for over 6 months but have been unsuccessfully at being able to get them to answer or return my calls. 

Seeking external assistance I opened a case with the Ombudsman group in XX/XX/XXXX. The person assigned to the case spent the next several months getting Navient to send their documentation. In late XXXX he was able to forward me copies of my loan repayment history from XX/XX/XXXX-XX/XX/XXXX ( nothing from XX/XX/XXXX-XX/XX/XXXX ) along with the XX/XX/XXXX promissory note for my loan consolidation/extension which shows I only consolidated one loan for the amount of {$1000.00} and loan payoff sheets stating that the loan with interest would total approximately {$26000.00} ( I'm unsure of exact number because of the barely legible fax sent by Navient ). 

The Ombudsman case was closed before I had received the documentation and was able to call back with my understanding of the documentation and how it appears to contradict Navient 's claim that I still owe them {$15000.00}. I am in the process of trying to get the case re-opened but have been told it may take up to 30 days and there is no guarantee it will be reopened. 

I have spent the past 6 months unsuccessfully trying to contact Navient and to work the Ombudsman group and I have made zero progress with my dispute. I have found several reports online that Navient has been sued several times for their mishandling of student loans and feel that I may be another victim of the same or similar practices. student loans and poor customer service. 

I am hoping that filing a case with the CFPB might help me with this situation by either forcing Navient to return my calls and to explain how they've handled my loan payments and why my outstanding loan balance is not much closer to being paid off now than when I first started making payments on it over 12 years ago.

Company response to consumer: Closed with explanation