Consumer complaint received 2017-06-27
Company: Navient Solutions, LLC.
State: AZ
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:
Navient has NEVER promptly responded to any correspondence I have sent with questions regarding my loan. Call after call attempting to collect the debt, but in no way on website, voicemail, email or otherwise have offered any solutions to my issue with the massive school debt amount with respect to how I could possibly combine, refinance, or actually review my employment pay amounts to set payments. Collection call after call, including during my time at work. I asked nicely several times to not call during my work hours, but to no avail. On or aboutXX/XX/XXXX, after much researching the internet on my own, I ran across the Closed School Loan Discharge Paperwork. I called and tried to communicate with NAVIENT with respect to my issues and was this the correct paperwork to process in an attempt to get some relief from this ordeal with XXXX XXXX XXXX XXXX XXXX, XXXX, AZ. I was told to process this paperwork which I did. On the application it states to include any internet, newspaper, etc articles stating the school closure. My packet of 39 pages was mailed to XXXX XXXX and Navient. I was never advised to " upload '' the documents through the website. I have to make several calls, email attempts, without contact back with the " status '' of my claim. Again, through my own research efforts determined that I should email the packet, which I did XX/XX/XXXX. Received many emails from XX/XX/XXXX - XX/XX/XXXX stating to sign into my account for details and status of my claim. Finally, on XX/XX/XXXX I found correspondence that stated I had been denied but without a validating reason. I was only told that someone in their Customer Advocacy Department had made the decision, however they could not read me the notes on my file. On XX/XX/XXXX I called NAVIENT to and spoke with EIGHT different representatives in the Collections department. I was requesting to be transferred to so that I may speak with someone in their Customer Advocacy department, but to no avail. I noted time, date and each representatives name, title and Employee # which is attached. Not only did I not get transferred to this department and out of collections, I was denied being given a phone number and or extension number to this department and was told someone would contact me. When inquiring as to the approximate turn around time for a response from this department would be..I was told whatever and whenever they decided to respond. Ultimately, I determined the reason I was denied, due to the fact that the " school '' had not " officially '' closed. Why would then Navient instruct me to process this paperwork knowing full well the exact outcome and end result? A waste of effort and time is my consensus. On XX/XX/XXXXI received a voicemail stating it was the Department of Education reaching out to offer assistance and to call back. In doing so, the phone number ( XXXX ) XXXX was answered as " Navient ''. I asked the person ... is this the Department of Education and she stated yes. I then commented they answered the phone Navient, and not Department of Education. She stated again emphatically they were the Department of Ed and worked with the Department of Ed. I stated, Navient is a " loan servicer '' for the Department of Education and asked why would she respresent to be a different entity. No response. she then inquired what she could do for me. I read to her my " voicemail '' message and said " you stated to call as you had some " relief '' for me. She went on to state that my application sent to the U.S. Department of Education mailedXX/XX/XXXX had been denied. I responded that she was absolutely providing incorrect information as I have n't had a response to date from them yet, denial or otherwise. She kept stating I was in default and my U.S. Department of Education application was denied due to this fact. I asked a few more questions and the answers did not seem correct..so I was told that this evening, XX/XX/XXXX I needed to file the Ability to Benefit from form to receive any assistance. I responded that I did not see that form on their website and she told me to XXXX it ... download it ... fill it out and upload to NAVIENT through their website. This felt weird to have a NAVIENT employee telling me to XXXX the formand not to have it available on their website, but I did to find the following : The Department of Education considers the following examples to be proof of Ability to Benefit falsification. These are examples only, not a complete list of criteria : A test requiring an independent test administrator was not properly administered ; The school allowed a student to retake the test earlier than the minimum prescribed waiting period or more frequently than allowed ; The school allowed more time than permitted to take the test, did not use all required portions of the test, supplied answers to students, allowed students to discuss the answers among themselves, or passed a student whose score did not meet minimum standards, or The test was not approved by the Department of Education. Even if an approved XXXX test is used, a false certification discharge may still be granted if the student was not given the appropriate portion of the approved test. This form and its context does not have one thing that is akin to my situation. So, here we go a second time being told by NAVIENT what to do to help myself and my situationto have it be erroneous information. Additionally, each time I have signed into my Navient account online, within a day, the latest time frameI will start receiving texts and phone calls from third party loan servicers stating they could help me get my loan discharged for a mere sum of anywhere from {$1800.00} to {$4000.00} ( depending on company ). I have archived the texts to show they correspond with the date of online entry to Navient. When inquiring to NAVIENT if they were selling my information ... they denied the fact. This is a tiny sample of my frustration and recent experience with NAVIENT for only the last three months. Please rest assured that I have much more documentation and many more issues with this company that I will not further address here at this time. I appreciate your time and consideration of my complaint. I only hope some type of resolution can be obtained. Thank you for your time.

Company response to consumer: Closed with explanation