Consumer complaint received 2017-12-05
Company: Navient Solutions, LLC.
State: MI
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:
To Whom is May Concern, I was officially accepted into the XXXX XXXX XXXX XXXX on XX/XX/XXXX. I attended the school for two quarters. For the time I was at this school I received monthly statements for how much my school loans paid. On XX/XX/XXXX I received a letter from The Department of Education stating, Congratulations! Our Records reflect we have received the final payment ) See attached paper for more info. So great! All loans paid off. 
2 years later : I did not move, I had the same email, the same address, same name. 
All of a sudden a bill comes from XXXX XXXX, showing what loan is out. At this time, I was confused seeing as I transferred schools in XX/XX/XXXX to XXXX XXXX  University. I have no loans out there as my parents had the XXXX ( XXXX XXXX XXXX XXXX ) the XXXX XXXX did not except that type of payment at the time, hence the reasoning for taking out loans. I had stock money from my grandfather saved and that is how I was able to pay my loans off at once. So with the fact to my knowledge of a letter in hand stating I am paid off and have no loans out for XXXX. I contacted XXXX XXXX, which transferred me to Navient. After speaking to a lady at an extent of time, she had me fax the paperwork to her, she then was able to within the week find out that I had two loans out and that one paper was only for one of  them which was under my moms name but the XXXX XXXX ( navient ) loan was still owed. The lady explained that back in XXXX Navient took over the student loans for XXXX XXXX. 
My issue comes now with the fact that if I had received a bill back when I left the school for this separate loan, I would have paid it off then and there as I did the other loan. But what is a person to do? I receive a Paid off letter, and hear nothing else for two years now. Yet I am suppose to just assume in this day and age that no one is scamming me for money? I was brought up better. So I did my research. I pulled out all of the papers to confirm, ok yes, I have two loans. I confirmed with XXXX  XXXX that yes I have two loans. That somehow in this transfer from XXXX XXXX to Navient, that the computer on their end failed to keep me in the system and my issue now, is the interest at hand. 
So I contacted both the XXXX XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX to have sent over and confirm exactly what was due at the time I left the school. I was very specific as to what I owed exactly to be fully paid off, {$2300.00}. So I called up my stock, had the amount I needed sent to me. Then in return had a check written for {$2300.00} sent to Navient ( XXXX XXXX ) As I was copying all of the documents and the check to send out I noticed I was off by XXXX cents so I actually went into my wallet and then included XXXX pennies in the envelope I sent out. I did not want to be even a penny off! I sent a letter explaining everything and who I spoke to and was informed this should take care of everything. 
On XX/XX/XXXX, the check of {$2300.00} was deposited into Navients system. ( Not including the XXXX cents I added ). I did not hear a word from Navient for a month. Until they sent me a statement stating I owed {$550.00} for my loan. This amount being the Accrued Interest in the time I left the school to the time I made the {$2300.00} payment. I called up Navient and was shoved around day after day, month after month with different representatives telling me different things. I was told, there is nothing I see you owe. I was told I actually was owed money. I was told to contact the Ombudsmans office. I was then thrown around from person to person to person for weeks with different people once again with the Ombudsmans office, told each time I would be getting a phone call or an email, never did any of this happen and then each time I called to check my status no one would have any information and would push me to either, we will call you back or call someone else. I eventually spoke to a southern woman from the Ombudsmans office as I was walking out of the gym who saw all of my information and stated that I should no longer have any issues and it should be taken care of. That if there is more info needed I would get a phone call within 48 hours. Never received this call. 
When I did once again, another follow up call I called the Ombudsmans office who then told me that there is nothing they can do that I would have to go directly through Navient. Then I called Navient once again to tell them what I was told who then told me they couldnt do anything. So no one can do anything for me to help with my case, yet they can easily send me bills? 
I want to also state how every time I called Navient for help, I went through the whole story of what is going on to be told by each person, well you do not have to worry about it until XX/XX/XXXX, when we start collecting payments WHAT?! NO! I have already paid over {$20000.00} in student loans. I have even paid over a mistake Navient had in their computer system, I am not paying anything more! Also, I have really really great credit, and I need to get this handled now before it starts ruining it! 

Years go by, no contact from a rep on my case has been made and at this point I am just going to wait seeing as no one seems to want to help me. I am just another number for them. So XX/XX/XXXX comes around, my first bill in my email comes in stating I can now officially start making payments. So I start the aggravating process to get help with this once again. This time I seem to possibly have help from Navient, but they tell me to once again contact the Ombudsmans office. I speak to XXXX who decided to laugh at me, yes laugh at me and who decided to continuously cut me off when explaining my case and who I can tell heard nothing I said as she chose to not listen and came at me with, when you signed to pay the loan, you pay the loan plus interest, so you owe this. I replied with asking her, So XXXX, if you are all paid off, you pay, you received a letter you assume is for all loans, you then 2 years later receive a letter asking for more money, you would just pay it all including that 2 years of interest added on for the companies mistake? XXXX responded with, yes! If thats what I agreed to I would, and you agreed so you have to. I once again replied with, Yes I agreed to pay the student loans that I received for my education, which is exactly what I did and I even paid what I owed when Navient sent me a bill 2 years later, but nowhere did I agree to pay for Navients mistakes. 

At this time XXXX still did not care and told me there was nothing she could do and to try the Federal Student Aid. Which she gave me the number to, ( XXXX ) XXXX. There I spoke with XXXX who was very kind and understanding to my case, She proceeded with giving me a case # XXXX, took my email and stated I should here within 7 days from them to find out what they have decided. Well as nice as she was and as far as I have come, back to the beginning we go. As I heard nothing once again. So here we are in XX/XX/XXXX. I have been harassed with phone calls from Texas, XXXX XXXX, Ohio, Michigan, North Carolina all an automatic system when you answer or sent to a vm stating I can call and make arrangements to lower my student loan payments. I have spoken to these numbers and responded with these voicemails for the fact that I am at the point of doing whatever to get this case solved. But no one seems to really help. 
So now it is XX/XX/XXXX. Right off the bat I was ready to write this letter to you. My parents who are very smart, my father being a XXXX and also working as a XXXX in Cases for top XXXX all around, two people who have built their own businesses and have successful educations have informed me to not settle. This is not right and to proceed with contacting you and anyone else I need to outside of Navient who will help. So I took the liberty to go on my Navient account to print up my Account history. I was going back through all of the documents I have on file and came across a few disbursements, but the account not correctly adding up. So I contacted Navient to get a better understanding of what I was seeing now. I was connected with a gentleman by the name XXXX XXXX. ( Best spelling I could up with when informing his name ) He was very nice and actually took his time with me to see everything I was saying. Although we ran into an issue ( on top of the others ) as we were going over the Account history, XXXX was stating everything he had for my history. As he was explaining what he saw, I stopped and mentioned that he was missing two dates of history. XX/XX/XXXX with a Disbursement of {$1100.00} and XX/XX/XXXX Disbursement of {$1100.00}. He stated, he did not see this anywhere on my account. Yet as you can see in the document I provided, it is on the Account history from my account online with Navient. That was one thing that puzzled us both. Then we get to the paperwork I received from Navient on XX/XX/XXXX stating The school for the loan listed returned a disbursement of {$1100.00} but this loan is not considered paid in full. My question about this to XXXX was, where did this disbursement get returned to? From my understanding, the School returned the {$1100.00} back to Navient ( XXXX XXXX at the time ). Which going back to the account history : XX/XX/XXXX {$1100.00} plus XX/XX/XXXX {$1100.00} plus XX/XX/XXXX {$1100.00} = {$3500.00} XXXX XXXX ( Navient ) gave to XXXX XXXX XXXX for my education. But {$1100.00} was given back which seems from the statement XXXX XXXX wrote was returned to them. Is this what one of the representatives I spoke to a couple years back stated that Navient actually owes you money and we will call you back to confirm yet never did call me back? What does this mean? 
So then we get to our last confusing part of our discussion that we found. Looking at the same document I was sent on XX/XX/XXXX you will see at the bottom it states, Original Loan Amount of {$3500.00} then you will see, Outstanding Principal of {$2300.00}. The difference of {$3500.00} and {$2300.00} is {$1100.00}. Now with what this document states I had a disbursement of {$1100.00}. Which if you take {$1100.00} and subtract {$1100.00} you will get {$7.00}. If you now go and look at my Account History form again, you will see on XX/XX/XXXX the {$1100.00} Disbursement, and on XX/XX/XXXX the Adjustment of {$7.00}. Here is another way to break it down to help : Original Loan Amount : {$3500.00} Payment Made by me : {$2300.00} Total : {$1100.00} Disburment Returned ( to XXXX XXXX ) : {$1100.00} Total : {$7.00} XXXX XXXX Adjustment XX/XX/XXXX : {$7.00} Total : {$0.00} Where am I getting with all of this information? 

I am a very responsible individual, I have been over responsible for Navient ( XXXX XXXX ) error in their transition. I even made sure I did the right thing, did my research and then paid exactly what I owed when I left the XXXX XXXX. There is no way I will pay another dime to XXXX XXXX for Interest that has built due to their mistake. I would like to have this case better looked into to make sure I truly did owe that {$2300.00} even. If I did and it shows I took care of my payment, I would like this to not only corrected that I do not owe XXXX XXXX/Navient any Interest that was built since I left but I also want this taken care of by them with my Credit. As I have always had excellent credit and the highest score for my age and this school issue is destroying it as no one is facing the facts. 
I would like to add a couple more things. Since I spoke to XXXX and his Manger when they supposedly made me a case that did not have a case number and since I did make a case # XXXX with XXXX. Both telling me I would receive emails and phone calls to update me. I have not once received anything but emails about we see you may be having trouble paying issues. 
I also would like for you to see the email as I am attaching to this, If you look at their stamp on there with the tree in the lower right corner that states U.S. Department of Education. 
If you see on the document dated XX/XX/XXXX from XXXX XXXX. It states in the paragraph,, that loan was serviced Please compare this stamp to the one on the letter I received by the U.S. Department of Education on XX/XX/XXXX, clearly stating that I am paid off on my student loan. No where on here stating any specific loan. The account number not a number for either loans yet only to me meaning that, that is my account number for The Department of Education to keep track of my loans, payments. 

What I want out of this to Rap up my Complaint : I would like to have this settled by XXXX XXXX/Navient showing I am fully paid with no interest owed. 
I would like XXXX XXXX/Navient to contact and send it proper documentation to make sure this does not ruin my credit! 


I hope I can get some help from someone who can see I am clearly not running, I am not hiding, I am being more than responsible but no one in Navient seems to care and all they want is money. Which as a person who was raised in a family who work very hard as business owners, I know that nothing comes free and you must work hard and if you want something you have to earn it. I wanted my education and I paid for it. But I will not pay for a mistake that Navient made. 

If I need to take this to court, I am ready to do so. As much as a hassle that is and as much as I do not wish to do that.

Company response to consumer: Closed with explanation