Consumer complaint received 2019-03-20
Company: Navient Solutions, LLC.
State: KS
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:
Hello, we are receiving a wholly new request from Navient to pay a loan that was paid in full two years ago in XXXX ( as they admit and as they documented ). We will be providing you the following documentation and timeline for submitting this complaint to discharge this unacceptable practice in trying to recover money on a loan that XXXX XXXX ( maiden name XXXX ) paid in full in XX/XX/XXXX for her Subsidized ( XXXX DL ) and Unsubsidized ( XXXX DL ) loans that were consolidated in XXXX and serviced by Navient. Here is the applicable timeline and supporting document history, none of which has been disputed by Navient : [ 1 ] XXXX : Documentation from Navient confirming all loans, the consolidated subsidized ( XXXX DL ) and unsubsidized ( XXXX DL ), were Paid in Full on XXXX with no balances active. 

[ 2 ] XXXX : Navient documentation that we received refunds from overpayment on each based on the Payoff Amount that Navient provided us. From Navients Account History this is evidencing that not only were both loans paid in full on XXXX, but they were overpaid, such that Navient issued refunds on both consolidated subsidized ( XXXX DL ) and unsubsidized ( XXXX DL ) loans.

[ 3 ] XXXX : Official Navient PAID IN FULL electronic letter confirming all loans, consolidated subsidized ( XXXX DL ) and unsubsidized ( XXXX DL ), were Paid in Full on XXXX. 

[ 4 ] XXXX : Navient Paid in Full electronic correspondence acknowledging again that all loans were paid in full, such that they asked that we share our success story for our hard work in paying over {$320000.00}! 

[ 5 ] XXXX : Navient Statement showing we owed nothing through the last two years through billing period XX/XX/XXXX - XX/XX/XXXX then all of a sudden showing that we owe for a random amount as of XX/XX/XXXX ( {$3100.00} ) for the unsubsidized ( XXXX DL ) Loan that for which we were issued the Payment in Full letter AND received a refund on because we overpaid in XXXX. Navient couldn't have been more unprofessional when we called and asked for any substantive information other than we MUST pay it despite them not knowing why it is popping up two years later. 
We ended it by confirming they will look into this and send us supporting information via mail. 

[ 6 ] XXXX : We had counsel confirm that all three credit agencies show the loans as " Paid, Closed/Never Late '' as of XX/XX/XXXX and can provide documentation upon request. 

[ 7 ] XXXX : We also confirmed on the NSLDS that all loans were XXXX balance as documented in the attached, all show {$0.00} balance for XXXX XXXX ( maiden name XXXX ) for these loans as of this date. Since we wanted to document this in case they negligently try and go back and change it. 

[ 8 ] XXXX : After three weeks of requesting some supporting documentation that we owe thousands on loans paid in full two years ago, Navient simply provides us just a one-page letter saying we take it up with a random third party servicer ( who is not in any way involved ) with  otherwise no information other than to confirm they agree we paid these all in full, that we hadnt heard from them since XX/XX/XXXX because they were paid in full, listed and satisfied as Paid in Full since XX/XX/XXXX. We hadn't moved or changed email addresses, so there was no failure to communicate, these were listed as paid in full for two years. They had no explanation for the mistake other than we now owe this randomly two years later. 

[ 9 ] XXXX : Was finally able to get through to speak to Navient again since they sent us the substantive-less one-page letter and they confirmed there must be some FSA issue from the XXXX consolidation that they otherwise can not explain or provide any documentation around as they agree we paid everything in full in XXXX. Navient said there is nothing they can do and they can not provide us any other information on the basis for this amount and our " only recourse is to take it up with FSA as last course of action. '' [ 10 ] XXXX : Case XXXX initiated with U.S. Department of Education Federal Student Aid ( FSA ombudsman ) who we spoke with and the ombudsman recommended based on the facts as described that we escalate within their department by providing them the information via email for escalation at FSA and resolution and satisfaction clearing this matter. Supporting documentation provided to them that all loans paid in full. They confirmed receipt and sent requests to Navient. 

[ 11 ] XXXX : Ombudsman says they will close case based on Navient 's response, but Navient provided a response at the direction of the FSA ombudsman that confirms only the above ( that is was paid and full ) and that Navient and Dept of Education made several mistakes upon some later review of the account that an error occurred almost 7 years ago in XXXX! And despite that they just say we owe regardless on the loan that was confirmed as paid in full and was accruing interest at a rate long since consolidated and refinanced and paid in full. ( Password of attached document : " NavientXXXX! " ). Their letter contradicts not only the paid in full documents, refund being issued for overpayments two years ago, every credit agency, and the XXXX, but also the two previous communications with Navient saying they didn't know the issue and couldn't account for it. How can we be expected to legitimize their DEMAND to pay thousands when they themselves confirmed it was already paid in full according to their own payoff letter, and they have no accountability for their admitted mistakes? They demand that we just go by their unsettling suggestion that we take their word that it was " confirmed '' by them internally as accurate without any documentation other than that which proves it was paid in full and that they made a mistake. How do we know they won't issue ANOTHER paid in full letter on the same loan and how can we take it seriously? It's unacceptable and an unreasonable treatment of someone who worked hard to pay off over {$320000.00} in FULL to then punish them for admitted Navient/Third party mistakes from XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX. That can not stand. 

We request this egregious mistake be resolved and discharged for something that paid this off in full two years ago. 
- XXXX XXXX XXXX

Company response to consumer: Closed with explanation