Consumer complaint received 2022-04-06
Company: Navient Solutions, LLC.
State: NY
Product: Debt collection
Sub-product: Private student loan debt
Issue: Communication tactics
Sub-issue: You told them to stop contacting you, but they keep trying

Complaint:
I have never been happy with Navient customer service- they seem poorly trained. I get so frustrated with the web sight not accepting my password, long hold times, and rude reps in the call center. I wanted to refinance or consolidate before my IBR needed to be recertified. in the past year I have had one custumer service rep tell me my loans are not federal, and another tell me they are and I " must '' consolidate them through StudentAid.Gov. But when I attempted I was told I was ineligible. 

I am also constantly put in forbearance - every time I ask a question, or make a complaint to a service rep I get put in forbearance - with no follow up - no email or letter telling me the terms of the forbearance. 

I was aware it was time for me to recertify my IBR, and was planning on trying the various websites again. Then on XX/XX/XXXX I was working on writing an email on my phone when it rang, it was from Navient, I knew it was about my IBR so I declined it in order to finish the email I was working on. They then called back 3-4 times in a row, with no time between calls, at the same time sending me several emails- all within 90 seconds. Later I took my anger out by responding to the survey that sent to me in that 90 second " blast ''. 

This is where I have to admit I have a temper, assuming that the survey was never going to be looked at, I vented my frustrations. I basically said : I have done the math I will be paying student loans until I die, I don't understand how an individual can work for a company as poorly run as Navient, is the goal of the harassment to get borrowers to default or commit suicide, because that seems to be our only options. Normally I probably would have vented my anger and hit delete, but I was so angry about not being able to finish the email I hit send. Navient response to this survey was not an apology for the harassing behavior of their employee, but they called XXXX XXXX for a wellness check! 

I work at an elementary school, I have a loving and intelligent support network, had I truly been a danger to myself or others, a wellness check from a student loan company would have resulted in more damage than support. I frankly feel because I insulted the people who would choose to work for a company as poorly run as Navient with such dubious goals, this was further harassment, and when the algorithm spit out my survey complaining of harassment, the manager in charge decided to " get even '' with me by harrassing me all the more. I suspect the amount of thought that went into this decision was minimal : " XXXX XXXX we got a really harsh survey review, this women is so frustrated she's talking XXXX. " " the XXXX used the word XXXXXXXX XXXX XXXX XXXX XXXX XXXX  on her ''. and then he went to lunch with out any follow up or concern for what had happened. 

Navient has constantly proven that they do not understand that human beings are behind the phone calls. When someone asks " are my loans federal or private ''. or when will my forbearance end and how much will it end up costing me '' they need to know the answers. Would you return to a store that would not tell you if you were buying whole milk or 2 %, or how much it cost and than yelled at you for even asking?

Company response to consumer: Closed with explanation