Consumer complaint received 2021-04-10
Company: Navient Solutions, LLC.
State: IL
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:
Please attachment for details XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX, IL XXXX XX/XX/2021 XXXX : CFPB Please assist with the below. I have complained multiple times and you are not offering solutions just passing it to the company who is giving me the run around. I need an override and correction and I wont stop till I get it. I'm a customer and I'm right in this instance. Navient the servicer, is giving horrible service and wont validate a debt per my request. They are hiding behind the government and refusing to make me, a customer, whole. This is a debt dispute and its well documented that it should be corrected in my favor. Please help push to override and correction of this from a federal standpoint. THis experience is wrong and intolerable. Thank you for your time and consideration. 



Navient is not giving me what I am asking for. The 2nd paragraph of the attached letter I am clear in what I am asking for. It should have been provided from the first letter. This has become a back and forth with no answers and is a bad customer experience due to the sensitive nature of debt. The servicer has mass marketed approaches that benefit the servicer/federal government and not the borrower. I have attached examples. Navient continues to hid behind acts/statutes with no empathy or apologies. This is still a debt but the only form of debt that you can get away with like this due to federal involvement. I am paying 77K+ as it is not validated and this has been the worst customer experience of my life. Ill do whatever it takes to fight this. Not trying to avoid or discharge but im not paying any debt without clear transparency, what I signed is irrelevant. This is just bad customer service and stressful, no answers. I need to be made whole. My correct loan amount is {$59000.00}. It must be corrected to that solely for this stressful mentally draining experience in addition to avoiding the law and not validating my debt. Please override and correct my balance to {$59000.00}! Look at the paper trail. I cited debt validation and verification. I was given the below. An equation. -- random big charges -- -- no rhyme or reason as why its those dates, gon na randomly do it again???? No one pays a debt that isnt explained to them detail. This company needs to offer more transparency and better customer service. Government should contract with better companies. I'm demanding an override as cited above. Navient refuses to provide detail. They simply dont want to and would rather provide lazy and vague responses. It is a company with technology and resources but sends a few paragraphs and something anyone could have just thrown together. I have a total lack of trust. I cant be expected to believe anything this companies provides after this. Make me whole as stated above. 





This is redundant and repetitive. I am offended honestly. I know who and what Navient is. This is an attempt to shift blame and attention of this matter to the Department of Education. Navient is a business and I am a customer. Total lack of empathy in this response. Very transactional. No new information provided here and nothing that helps/addresses what Ive asked. I already cited that amount in my response. 



Again redundant and transactional I know what interest is and the formula was previously cited. I asked how does this apply specifically to my loan? Im getting repeat information like I lack intelligence. Im offended. Please see your loan agreement for what? What am I supposed to see? Im confused. What details should i be looking for? This letter wants me to apply formulas and see details? This is information Im requesting as a customer its very simple. 



Correct I reviewed the terms and included them in a response. This is a question of transparency. I was vetted in a predatory way to do forboreances and {$0.00} payment plans but it was never explained to me the financial impact of that in detail. Like, the exact amount it would cost me the customer should I take it. Now Im asking, and getting a formula and told to do my own homework. 

The balance owed is {$76000.00}. The {$12000.00} is cited which again I am fully aware of from the previous response. Factoring in the original amount of {$59000.00}, there is still {$4800.00} that isnt explained. How I am expected to have confidence in company that wont fully verify a debt after TWO requests? They are going to continue to minimize themselves and say this is on the government/federal level and do nothing. I am a customer. This is a bill. If you cant provide transparency, there are laws that say I dont have to pay. This is clear they wont do what I ask after multiple attempts. They literally left out {$4800.00}. Twice. See both responses. They came from Navients mouth not mine. Stop flexing Goverment power and fix this. Right a wrong. At minimum this is extremely poor customer service given the gravity of the debt. Its a pandemic. This is a taking a big toll on my mental well being. 




Page 1 of this attempt to clarify things already confusing. {$75000.00} but {$76000.00} is cited in response. Pages 2-5, nothing clarified. No details as requested. Validation should explain how arrived these amounts. But I get it, its Federal. So navient can hide behind that. The US Dept of Edu has the ability to override and correct this and I have full confidence they will. 


Pay a little now, save alot later.Pay what? What specifically to save. All the marketing emails to take {$0.00} payments and forbearances but vague about how amounts get to what they are and what cant tangibly done to reduce them. The verbiage states it may be capitalized which again is confusing. This makes it seem like there is a choice in the matter. I keep getting told what I signed but yet verbiage leaves the door open for a choice to be made by saying may it was misleading then and its misleading now. Theres nothing that specifies how much interest is accruing. That calculation is nowhere to be found and it doesnt show how it applies to my loan. Again, im just supposed to pay whatever Navient sends without transparency? I have to do calculations myself after I ask for this information? No validity to this debt and Navient refuses to provide it. 


Why is date blank????? Keep being told what I agree to and what cant be changed but no details are given So on XX/XX/XXXX of XXXXI was charged over {$12000.00}. Huh? All one day. Whats the rhyme or reason behind this??????? This looks like it was created to lazily just complete a task rather than address a customer concern. It disrespectful to my intelligence. I asked for debt validity. Itemized month by month charges of the whole amount. Explaining how you got to these amounts. I was given 10 pages that conclude with over {$12000.00} being charge on one day..How am I to faith in this in this company regarding a debt I owe? This is insanity. At minimum this is an awful customer service experience. Asking for answers about a large sum of money, to which I am lawfully entitled to. Get vague, poorly put together responses. 


Navient is allowed to give bad customer service and cite whatever they want to requests like mine because they just hide behind the above. I dont even know what the Act is or how it applies to my situation specifically but I know Navient will say they cant do anything because its Federal. But they have a job to do as a company. As noted in my response. They are doing an extremely poor job. 

I am appealing to whatever Federal powers there are at the US Department of Education to make a paying customer whole. Since my debt cant be validated which is the law, I am requesting an override and correction. I know this is possible and im justified for it. My correct loan amount is {$59000.00}. It must be corrected to that solely for this stressful mentally draining experience in addition to avoiding the law and not validating my debt. Please override and correct my balance to {$59000.00}! 

Be advised this is not a refusal to pay, but a notice that your claim is disputed and validation is requested. Under the Fair Debt collection Practices Act ( FDCPA ), I have the right to request validation of the debt you say I owe you. I am requesting proof that I am indeed the party you are asking to pay this debt, and there is some contractual obligation that is binding on me to pay this debt. This is NOT a request for verification or proof of my mailing address, but a request for VALIDATION made pursuant to 15 USC 1692g Sec. 809 ( b ) of the FDCPA. I respectfully request that your offices provide me with competent evidence that I have any legal obligation to pay you. At this time I will also inform you that if your offices have or continue to report invalidated information to any of the three major credit bureaus ( XXXX, XXXX, XXXX XXXX ), this action might constitute fraud under both federal and state laws. Due to this fact, if any negative mark is found or continues to report on any of my credit reports by your company or the company you represent, I will not hesitate in bringing legal action against you and your client for the following : Violation of the Fair Debt Collection Practices Act and Defamation of Character. I am sure your legal staff will agree that non-compliance with this request could put your company in serious legal trouble with the FTC and other state or federal agencies. If your offices are able to provide the proper documentation as requested in the following declaration, I will require 30 days to investigate this information and during such time all collection activity must cease and desist. Also, during this validation period, if any action is taken which could be considered detrimental to any of my credit reports, I will consult with legal counsel for suit. This includes any listing of any information to a credit-reporting repository that could be inaccurate or invalidated. If your offices fail to respond to this validation request within 30 days from the date of your receipt, all references to this account must be deleted and completely removed from my credit file and a copy of such deletion request shall be sent to me immediately.

Company response to consumer: Closed with explanation