Consumer complaint received 2017-11-14
Company: Navient Solutions, LLC.
State: TN
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 student loans switched from XXXX ( Account # XXXX ) to Navient ( Account # XXXX ) in XXXX of XXXX. I recently tried to register my account online in XXXX of XXXX at Navient.com and I received an error message saying that it did n't recognize my information. I contacted Navient customer service on XXXX/XXXX/XXXX and spoke with XXXX. She stated that there was someone else 's name tied to my account. This is the reason why I ca n't register my account online. She reached out to their tech support and she said that it would be a 24 hour turn around. She stated that I should check back the next day and see if I could log in. I checked back the next day and it was the same error. I checked again the following day and the same error. I emailed the Office of the Customer Advocate on Thursday, XXXX/XXXX/XXXX, and informed them that I was attempting to register my online account and that I received an error message. I called the Office of the Customer Advocate on Friday, XXXX/XXXX/XXXX, and spoke with XXXX XXXX. She confirmed that when my records came over from XXXX they added an additional name to my account in error. She stated that this will not allow me to register my account online. She said that she received information from XXXX that day, as she was talking with me, confirming that I was the only borrower on the account and that all she needed was my Driver 's License sent to her via email and that she would get this corrected ASAP. She said that she would update me by email. I emailed her a copy of my DL that day. I received an email on, XXXX/XXXX/XXXX, stating that she called me and was n't able to get a hold of me. This was incorrect as I have n't received a call from them nor had I spoke with anyone since the prior Friday, XXXX/XXXX/XXXX. I have been attempting to register my account every day since and I continue to get the same error as before. On XXXX/XXXX/XXXX I decided to file a complaint with the Better Business Bureau. I received an email from XXXX XXXX on XXXX/XXXX/XXXX with Navients Office of the Customer Advocate stating that he was going to be corresponding with the BBB to resolve my concerns. I checked my case with the BBB ( Case # XXXX ) today, XXXX/XXXX/XXXX, and Navient responded to them stating that they would be corresponding with me to resolve the matter as of XXXX/XXXX/XXXX. I fear that this may not get resolved and that I may continue to get the run around. I just want to pay on my student loans with confidence that I wo n't be paying on someone else 's loan. I would like for them to resolve the issue with my account because I continue to receive notices from Navient and XXXX XXXX XXXX regarding my Navient account as I am past due. It has been three weeks and I am still having the same issue as day one. Can someone please see if this can be resolved swiftly? It will be hitting the 90 days past due mark on XXXX/XXXX/XXXX. This could have a negative effect on my credit. And, I definitely dont want any problems with the IRS due to my loans not being paid. 

Thank you for your assistance with this matter, XXXX XXXX

Company response to consumer: Closed with explanation