Consumer complaint received 2017-10-27
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
My name is XXXX XXXX and my social security number is XXXX. On XX/XX/XXXX I called Navient to get more information on my loan payment history. I downloaded the XXXX spreadsheet of ALL transactions in the entire life of the loan since when I took the loan out in XXXX. I called Navient and was transferred to 8 different agents and departments. No one could explain to me WHY I have been charged different interest and fee amounts since the loan start date in XXXX. No one could tell me the total interest amount I have accrued since the start of my loan, no one could tell me the total fees I have accrued. The most important thing is no one would tell me WHY these charges happened. All reocrds I have access too do not disclose this information. They simply say the amount I was charged, but not the reason. I calculated all payments I have made since XXXX and I have paid MORE than the original amount of the loan. and I still have 90 % of the principal remaining. The interest I have accrused and paid off DOES NOT add up with the interest rate I agreed to pay. The agent named XXXX ID # XXXX yelled at me over the phone telling me if I want this information then Navient will put in a request for research and more information. He said Navient could only provide records of my loan history but not the reasons WHY I have these charges. He continued to yell at me saying " everything was in the loan agreement and terms when I signed the agreement in XX/XX/XXXX''. He yelled at me saying I need to go back and read the fine print. He yelled at me saying my account is overdue and he does n't need to answer any questions until I pay the 2 payments I 've missed. I continued to say that I am the one who has been calling Navient, I am the one calling to pay off my loans, I am the one who is TRYING to resolve this. I just need more information to understand these charges. To date I have paid exceedingly over the original amount borrowed. It has been 7 years since I took out these loans, the loan interest rates range from 6 % -11 %, how could the interest EXCEED the original amount I borrowed within 7 years. He yelled at me saying the interest rate fluctuates depending on the economy and this is all in the fine print of the agreement I signed in XXXX. Navient is facing MANY class action suites for this EXACT issue. Charging borrowers with NO explanation knowing the process to obtain records is time consuming and very difficult. I have to be on the phone for over one hour, I was yelled at violently, and in the end I will never know if my request for information was sent. He said Navient must " research '' and they 'll mail me information sometime in the next several weeks. I believe I am being scammed and I want every single fee. every single interest charged to be justified. Navient has been aggressive, inhumane, and unjust ever since I took out these loans in XXXX. I am motivated to settle these loans ONLY AFTER navient explains why every single fee was charged and every single interest charge was accrued since the amount does not make since to the interest rate I agreed to in XXXX.

Company response to consumer: Closed with explanation