Consumer complaint received 2017-10-18
Company: Navient Solutions, LLC.
State: PA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
In XX/XX/XXXX I had consolidated my student loans with a company XXXX XXXX XXXX, paid them an upfront fee and then monthly. They were to handle the consolidation of my students loans and then after 5-7 years my loans would be paid off as part of their program. I have already filed a complaint against this company because I found out years later they had my personal information changed to Navient and XXXX XXXX with an address and phone number in California. ( I have never lived or even been to California ) When all of this was realized I made several attempts to contact Navient to correct any information ( address and phone ) and determine how to straighten everything out.  Every time I contacted them, they did not want to try and help but just trying to push me into a program. I reviewed all of my information over the years and researching feel that Navient only gave me the option of forbearance when I was looking for options. I have been teaching since XX/XX/XXXX ; three years as a day to day or XXXX XXXX, four years XXXX for a title one XXXX XXXX XXXX, less than two years for a new XXXX XXXXl that lost their charter and funding due to the budget impasse. Eventually last year I was able to gain a XXXX XXXX   position. Through the years I have been in school due to requirements to keep my XXXX  credentials and license. Navient has never given any other options or alternatives. When I discussed the situation 1. My information being changed and XXXX not making payments and 2. The concern with being pushed into forbearance and all the additional charges and fees. The third issues is that I have never been able to access my account on line, which I have told them repeatedly and asked to have statements, documents and re-payments options sent via mail or email. They stated that they can not do that and if they have any re-payment options it is only offered at the time of the phone call and may not be available again and the information can not be mailed. I made a complaint through their website and I received a call from Navient. I am not sure if she was from their customer advocate department, as she stated that she is the person that the advocate would have contacted to resolve this. I explained the situation and she transferred me to a XXXX XXXX. XXXX XXXX did not want to hear anything or resolve anything all he kept saying was that I had to get into a program. He was very rude, stated that I had to pay the loan and that all I was doing was wasting his time. I never said that I was not going to pay the loan but I do not even know how much it is because I can not access my account. XXXX XXXX interrupted me and just kept saying he did not want to hear it and said he was transferring me back to the representative and that I had to get into a program or they would take legal action. I did not have a choice but to accept their program which I am now paying {$280.00} per month. The representative who set up the program gave me my account number again and information to access my account. It still does not work and I can not get into my account and I have no statement information or details of the program. I am not sure if XXXX XXXX XXXX change my account information so that I am unable to access it or what has happened. Im a XXXX XXXX XXXX, I have XXXX children of my own, XXXX on the XXXX XXXX and my oldest with XXXX XXXX, XXXX, XXXX XXXX and XXXX and my youngest XXXXr. My intention was to get my account information including extra fees and charges, interest rates as well as removing negative reports on my credit report. To date I am still not able to access my account and they did not provide any details or statement information and I was pushed into another program. I have attached the documents from the law suit that CFPB filed against XXXX XXXX XXXX.

Company response to consumer: Closed with explanation