Consumer complaint received 2016-08-20
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
My federal Pell grant loan is in an income based repayment schedule, however the company servicing the loan keeps losing my income statement forcing me to continue making regular payments or pushing a forebearance which keeps pushing the payment amounts up. Every time I submit an income statement to the company, the application is received but then lost by another department that the company can not contact through any means of communication. I literally glued my last income statement to the most recent application and though they received my application, it was again lost ( the whole application this time ) and so they needed another income statement. I tried using their document upload on their website, but the terms of use agreement required consenting to so many abusive agreements, like using only a web-browser they support, authorizing parties to generate loan documents using my signature on file, installing products furnished by third-parties, the company may use data for other services, consent to the disclosure of my non-public personal information by the company to its unaffiliated third party service providers for purposes of marketing to me products and services offered by the family of companies, that I consent I will, at my own expense, be responsible for acquiring and maintaining all equipment, software and communication access necessary for me to use the website, that the company reserves the right to modify or discontinue, temporarily or permanently, the terms of service for any reason, at its sole discretion, with or without notice to me. I agree that the company likewise may change the terms and conditions of the terms of service from time to time with or without notice to me and any amendment shall be effective immediately with or without notice. 
So I do n't feel comfortable agreeing to abide by such abuse terms of service. But the company is not holding itself accountable for losing my income statements to make fair payments on my loans. Now, the company reclassified XXXX % of my loans into private loans somehow and sent that percentage to a collection company. I have been asking for weeks for any kind of documentation from the collection company, and as result the company would hang-up. Literally, they wanted me to send a money-order or cashier 's check to a PO box for nearly {$3000.00} or give them my account information over the phone, and when I stated I just needed a document that demonstrates this payment is to resolve a student loan they 'd hang up! I finally got a 'manager ' from the collection company on the phone who stated they would send a document, only if I agreed to pay the loan by a deadline. I stated it would likely take several months or more depending on other relevant financial issues ( I am currently unemployed, and only member of the household able to generate an income ) the 'manager ' stated that over {$2000.00} was required by the end of the month for them to send any documentation concerning the collection! It seemed utterly unrealistic! I 'm just trying to get documentation from a collection company about a loan I 'm willing to repay when I get employed, even trying to get onto a income based repayment plan, and neither company servicing the loan is interested in adequately assisting in fulfilling reasonable requests to make the process possible! One company is losing documents mailed in, even stating they were received but subsequently lost or misplaced. The other finally sent me a document concerning collection after weeks of asking, I received it on XX/XX/XXXX and they want {$2000.00} by XX/XX/XXXX including {$170.00} in 'collections costs '. All I 've ever done is requested documentation this debt was being applied to student loans and they 're charging me {$170.00} for that! How am I supposed to come up with over {$2000.00} in 10 days!?! This does n't seem to be a fair way to handle servicing of student loans!

Company response to consumer: Closed with explanation