Consumer complaint received 2017-08-28
Company: Navient Solutions, LLC.
State: WA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
To Whom It May Concern, On XXXX XXXX, 2017, I mailed Navient formal letters requesting copies of promissory notes, applications, origination records, evidence of co-signer, procedure to remove cosigner, loan history, info on how each payment was applied and running balance, documentation of when extended repayment started and why, when I agreed to electronic correspondence including time frames that I received electronic correspondence, and correspondence for any/all payment changes and reasons for those payment changes. ( appendix A ) Those letters were mailed certified and received by Navient on XXXX XXXX, 2017. 

On XXXX XXXX, 2017 via mail I received an application to request release of cosigner, for loan XXXX. I filled out the application and sent certified mail on XXXX XXXX, 2017. 

On XXXX XXXX, 2017 I received a voicemail from XXXX XXXX in the Office of the Customer Advocate at Navient, " calling to discuss the kind of information I am looking for? Though your letter is self explanatory, I just wanted to know if you wanted it on all loans or just Department of Education Loans? '' I called back, left a message saying, yes, for all loans, both Department of Education AND Private loans. On XXXX XXXX, 2017, XXXX XXXX left another message, stating that she had received my original letter, requesting documentation for my Navient owned loans ( Private ) and my Department of Education loans. She also said " ... I will try to get that information out to you as timely as I can. '' She apologized for not getting back with me sooner. 

Navient received my application to release my cosigner on XXXX XXXX 2017.
Also on XXXX XXXX, 2017, I received a response ( appendix B ) to my original letter postmarked XX/XX/XXXX. This letter summarized minor details and included promissory notes, however, did not answer, nor give me further information that I need for my records. In the letter I was told, you can view your correspondence history - including monthly statements, account updates ( change in terms ) and inquiries anytime online. '' Though I requested these documents as hard copies, I was directed to utilize the Navient online system to access some of them. When I tried to access extensive correspondence online, my online account crashed multiple times before being able to access the limited info. The information that I was able to access was not clear, nor detailed. 

For loans, XXXX, XXXX and XXXX, the application to request release of cosigner were uploaded to my Navient account on XXXX XXXX, 2017. Why did I receive one application via mail on XX/XX/XXXX, and the other 3 applications two weeks later via my Navient account?? 

Feeling frustrated, I contacted Navient via phone on XXXX XXXX, 2017 and inquired why the requested documents were not mailed to me. Met with mild hesitation, I was beginning to feel like I had not made my request clear, even though I have a voicemail stating that my " letter is self explanatory '', therefore I followed up with an additional letter ( appendix C ), which Navient received on XX/XX/XXXX.
On XX/XX/XXXX, I received a response to my application to remove co-signer, for which I was denied for reason 5 and 8 ( appendix D ) " You have not made the required number of consecutive on-time principal and interest payments. '' I immediately called XXXX XXXX to contest this statement and requested that she review my account and the application. 

XXXX XXXX, 2017 XXXX XXXX left a voicemail regarding my cosigner application having been re-reviewed. Her response was " you were sent inaccurate information, you did meet the payment requirement ... '' As for denial reason 8, I had forgotten to sign the copy of the application I mailed. I therefore emailed XXXX a copy of the signed application and she forwarded the application to be re-reviewed. 

On XXXX XXXX, 2017 I received a letter from Navient stating they were unable to grant my request to release my cosigner because I failed to meet the eligible criteria due to proportion of loan balances to loan amounts too high. 

I spoke with XXXX XXXX at Navient on XXXX XXXX, 2017, she said she was out sick a couple of days last week, and was unable to complete the work she had to do on my account, but that she was almost finished and would have it mailed ASAP. She also said she would look further into why my request to remove my cosigner was denied, stating that the denial was due to my Department of Education loans being in an Administrative Forbearance. I asked for a summary of our phone conversation ( Appendix E ). In her letter, XXXX states that the payment histories are time consuming. Why? I have made payments, they should have diligent records of those payments, what has to be done to the payment history before it is sent to me? 

In conclusion to the above details, I have mailed two formal letters and it has been a total of 15 weeks since I first requested documentation pertaining to my account with Navient. It 's interesting and should be brought to the CFPB 's attention that I was told I could easily access my account information online, yet when I asked to receive hard copies of these documents via mail direct from my lender, it was not so easy nor clear cut. I have yet to receive all of the information requested. I am astounded at the delay, and I am dumbfounded that these documents are not in my hands at this time. If the records are available, what is taking so long? Would n't it seem, that with the click of a button, these documents could be printed and mailed to me?

Company response to consumer: Closed with explanation