Consumer complaint received 2023-02-09
Company: Navient Solutions, LLC.
State: OK
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Don't agree with the fees charged

Complaint:
I have student loans serviced by Navient. I am a full-time student and they have been telling me that my loans are past due. I haven't dropped below half-time. I am a full-time XXXX. They did this previously with my old school  when I was an XXXX. When that happened, I was contacted by an agent from Navient and I contacted my school  and they notified Navient that I was a full-time XXXX. I asked the agent to update my preferences so that I would receive statements by mail. He said that he would. I personally logged into my account and updated my contact preferences so I would receive statements by mail and hopefully avoid that situation again. I have yet to receive anything in the mail from Navient. About a month ago, I was contacted by a debt collector who stated they were working on behalf of Navient. I contacted Navient to let them know I was a full-time student and what I needed to do. I am not privy to any communication between my school and any servicer or any means of knowing whether or not Navient is aware of my status or not until they do something like this. I contacted Navient and they responded by sending me an enrollment verification form and told me different ways to get it to them. I passed this on the registrar 's office and the completed it and sent it back to me and I uploaded it to XXXXXXXX XXXX website as Navient told me I could do. I even switched my email preferences to my school email hoping that someone would at least recognize that it is a university email address. I haven't received any communication from Navient until I received an email statement earlier today stating my loans were past due and there were fees associated with it presumably due to being late. I have made a good faith effort to communicate with Navient about my status as a full-time student. They have failed to communicate with me regarding this. I get emails during this period stating that I should call them " to discuss options ''. Yet, they won't communicate with me, or they simply ignore me when it comes to my first chosen option. Secondly, those emails aren't monitored. So, I can not reply to communicate with them. I work and go to school during the day and email or even mail is more effective way of communicating. However, they choose to continue to ignore my communication preferences. If there is something wrong with the form in which they provided that my school filled out, then they can notify that to me instead of trying to add additional charges for me to pay or hiring debt collectors to hound me. I have made a good faith effort to provide them with the information that they told me they needed to show that I am a full-time student. I am becoming exasperated with Navient. I do not know what else I can do. I am a full-time student at a fully accredited public university and I had a school official fill out the form provided by Navient. As far as I can see I am simply being ignored. I would be happy to consolidate my loans to another servicer to eliminate this problem. However, I don't believe I should be forced to pay additional fees or have my credit report damaged because I am in a one-sided relationship with Navient. It is important to note that XXXX is my other servicer and I don't have any problems with them nor do they have problems with my school.

Company response to consumer: Closed with explanation