Consumer complaint received 2017-07-25
Company: Navient Solutions, LLC.
State: GA
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:
I am writing to file a formal complaint on loan servicer, Navient. This complaint is based on Navients inability to provide me with correct information with my student loan and the lack of customer service that I received via phone. This complaint could be divided into the following topics : Consistency, Disclosing Information, and Customer Service. This complaint reflects Navients negligence in providing me with adequate loan servicing which could be looked as unfair and deceptive. Consistency : Over the course of three months, I have been told inconsistent and wrong information in regards to my repayment options. The first time I called Navient, the representative stated that I was ineligible to consolidate my loan or apply for any loan forgiveness plans based on the amount of my income. The representative also told me that the loan could not be refinanced being that the loan is a federal loan. I later researched and found out this was untrue. The second time I called, the representative told me that I actually could consolidate my loan and that once she entered in my information ( income of $ XXXX/year and a family of XXXX ), she then told me that I would be qualified for loan forgiveness this year and that my monthly payment amount would be {$0.00}. She instructed me to complete an application from U.S Department of Education to finalize the process. A couple of weeks after I completed the application, I received a notification that my monthly payments would be {$220.00} for twelve months. After receiving the email notification, I called Navient and was told that the previous reps have told me the wrong information and that I am on the lowest payment plan. Due to Navients pattern of providing me inconsistent and wrong information, I have lost trust with the company. Disclosing Information : I have asked over 3 Navient representatives for an amortization schedule. All of the reps have informed me that the company does not provide amortizations schedules. I have also ask a manager to send me information in regards to how much of my loan will be forgiven based off my loan consolidation. I have yet to receive any information. As a consumer understanding how each payment is allocated is important to me. I am unknowledgeable of how my payments are truly allocated due to Navients inability to provide me with my loan information Customer Service : Due to the lack of knowledge from the representatives from Navients call center, most of my calls have been escalated to upper management. I have been told from 2 managers that I would have my account reviewed and that I would be receiving a follow-up call. I have never received a call back from anyone from Navient. As a consumer, I highly dissatisfied with the service that I have received from Navient. I am asking that my account be investigated and reviewed as soon as possible. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation