Consumer complaint received 2018-08-10
Company: Navient Solutions, LLC.
State: AR
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Don't agree with the fees charged

Complaint:
I spoke with someone from you company on XX/XX/XXXX. That advised me to submit a formal complaint with my documentation. In XXXX I faxed my IBR loan papers to Navient. I kept the copy of the fax and the transmittal receipt. Well I knew I wasn't barely working and wouldn't have payments for the year. So in XXXX I mailed by new paperwork in. Well I called Navient bc I had been locked out of my online account for a long time. The girl I spoke with help me reset my account. Well when I got into my account it said I had like 8 missed payments. So I called back and the girl I spoke with tried to tell me the fax number I had used to fax my documents in XXXX wasn't even a fax number for Navient. I told her to XXXX the number and of course it showed up on the Navient page. I had faxed the papers to the private loan department by mistake. I let the girl know I had the documentation and she said it was my mistake and my credit would be ruined. She told me that forbearance was my only option. I offered to send the paperwork in and everything proving I sent the fax. I spoke with another girl and she basically told me the exact same thing. So then I contacted the Department of Education and started a formal complaint. I sent them the documentation. Well they have to first send this information over to an advocate at Navient. So I was assigned XXXX XXXX. She seemed like she was going to be helpful. The first time we spoke she explained the documents like that get faxed to the wrong department all the time. She just needed to locate the document. So the next time I spoke with her the story completely changed. She said that for security purposes the private loan department of Navient had to shred my document and that they would have no way of knowing I even had a loan with Navient. So then I called the Dept of Edu back and asked if they could request for my calls to be pulled with Navient because everyone had lied and told me conflicting information. I was advised that I was the only person that could request the phone calls. So on XX/XX/XXXX I called and spoke with XXXX from Navient. I have her employee ID but I do not want to share it. I let her know I wanted the recordings because of everything. She put me hold and finally got back on the phone with me and said that I could get the recordings but that only XXXX could release the recordings and she would sent the request to her. Well I waited about a week and then emailed XXXX. She didnt respond the first email. Then about a week later I emailed her again and she was saying they were trying to help me. Finally a few days ago I received an email saying that they have no proof of my IBR application from XXXX and could not release the calls because they are used for quality and training purposes. So now this is being escalated through the Department of Education. I sent these documents, have the proof, and now Navient is trying to ruin my credit and put me forbearance like everyone else.

Company response to consumer: Closed with explanation