Consumer complaint received 2019-11-02
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
1. I called several times over more than 6 months regarding the same problem. Each time, a ticket is submitted, but the issue is never addressed and the case closed. The problem : my interest rate reduction was removed. The last time I called ( prior to today ) was XX/XX/XXXX. I had been calling for months prior to this and only during the XX/XX/XXXX phone call was I told that the reason the interest rate reduction was removed was because on XX/XX/XXXX a disaster forbearance was applied to my account. I informed them that I never applied for this. They then told me that I automatically qualified and that they were federally mandated to apply this forbearance to my account without my request or approval. I then told them to provide proof of this, which they could not, so the agent submitted an internal ticket to correct my account on XX/XX/XXXX. On XX/XX/XXXX, the case was closed without any action. They said I would get a letter in the mail regarding the response. I never received a letter. I called today and explained the situation once again. The agent again tried to do what they have been doing, which is to submit an internal ticket and tell me I would get a letter in the mail after the ticket was processed next week. I told them that this was not acceptable. I asked them if a letter had been sent out from the XX/XX/XXXX request. They confirmed a letter had not gone out. I asked why a letter had not been sent and he replied that I had to request it. I asked him if the letter I was supposed to receive for his ticket today would be sent, since that is what he had just told me but I did not ask for the letter because I assumed it was implicit in the statement " you will get a letter in the mail. '' He had not response. So I requested that all letters be sent, the one from the XX/XX/XXXX request and today 's XX/XX/XXXX request. I also explained in detail what I needed in the internal ticket request and had him confirm by telling back to me what I told him, which was the following : ( 1 ) proof of what entity initiated placement of disaster forbearance for which I did not qualify, did not request, did not approve, and was not informed of, ( 2 ) removal of the forbearance, ( 3 ) reinstatement of the 1 % interest rate reduction, ( 4 ) retroactive adjustment of interest/late fees/principal on my account. He confirmed that a letter of this request and its response would be sent to me by mail. 

I also requested on XX/XX/XXXX a ledger of each loan detailing all charges from origination. I let them know that the loans were originally from XXXX prior to being sold to Sallie Mae ie Navient. I informed the supervisor who I had spoken with that day that this information is neither available on my account online nor obtainable through XXXX as their student loan services have been dissolved. I received in the mail only a copy of my loan ledgers that I can pull up myself on my account online.

Company response to consumer: Closed with explanation