Consumer complaint received 2018-03-25
Company: Navient Solutions, LLC.
State: TX
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
In 2008 I went back to school and needed a student loan. My loan is a private student loan which at the time was with XXXX XXXX whom later transferred or sold it to Navient to be serviced. I was told multiple times by XXXX XXXX that all I had to do was make 12 conescutive on time principal only payments and I would be allowed to have my sister released from being the cosigner on the loan, all I had to do was call and request her to be released. Key word here being request, not apply. When I was finally eligible to do that I contacted XXXX XXXX and was told it isn't a request it is an application and I had to be approved for the loan without my cosigner based on my credit. Well, I was furious, that wasn't what we were told. I then asked if they could provide me with their credit requirements so I didn't waste my time and they would not. I can get approved for a {$45000.00} auto loan at 3.9 % APR without a cosigner, but I can't continue to carry that small student loan myself ( under 10k at the time ). The first time I applied they lost my information multiple times and took over 6 weeks and multiple faxes for them to process it. I was denied. Since my loan is with Navient currently, I am dealing with the same frustration. Not to mention, there is no way to do this in an effect manner. Any communications I need to send to them I have to do via the mail and include all my personal information. No. That is not acceptable. I can not run the risk of my personal information being stolen because Navient only wants to delay everything in regards to your loan. There are no clear credit requirements on the cosigner release form. There are no timelines, like how long it will take for them to get back to you, nothing. I can't even see my original promissory note online, which they apparently reference and follow those guidelines for any type of overpayment allocation. I can't seem to speak to anyone who isn't reading off a script and if my question isn't provided on their script, they don't do anything to help me find the information, they just keep repeating the same XXXX line. I can't find a way to get these guys to release my cosigner as promised, which was the only reason we could do this student loan. I have not missed any payments, paid onetime for over 9 years and I can't get anywhere with them. They are deceiving people to get them into loans, deceiving current loan holders, and just doing whatever they want. If I can't see that information online regarding my loan, there is a problem. I live in XXXX and after Harvy, my original promissory note is not with me anymore. I need information made available to me immediately. I can't believe there is not an area that shows you exactly what your terms are online. everything about this company is difficult. I can't even figure out how and why my payments were applied as they were. And I can only write them a handwritten letter and MAIL it to them, so it takes XXXX near over 3 months for anything to be done, or I can call them. I can't submit documents online and they won't send me documents online. I am so frustrated. I need information and need it done on a timely manner.

Company response to consumer: Closed with explanation