Consumer complaint received 2015-12-09
Company: Navient Solutions, LLC.
State: MN
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
My complaint/report regarding XXXX ( XXXX ) loans for my daughter that attended " XXXX XXXX '' in Missouri and Navients XXXX previously XXXX XXXX XXXX business procedures : e-mails/contacts I receive with subjects like : " Your Navient account information '' I get frustrated because it is very difficult to tell when I am receiving " VITAL '' information when a person is getting inundated with an overabundance of un-necessary contact. For example, because our daughter has " XXXX '' loans with Navient for her term in college, I received XXXX e-mails ( like the one below ) on XXXX XXXX, 2015. All looking the same, with NO critical account number, account identification, or CONTACT information XXXX phone, reply e-mail, etc ) for the Navient " branch/office '' the information is being received from, in the body of the e-mail. 

I am the CO-signer of a loan, NOT the loan holder. I am WANTING my daughter to be a responsible adult and handle her finances. As a co-signer, I would like to be notified when there is a POTENTIAL problem ; however, I DO NOT need or want to receive every PROMOTIONAL piece of information. Nor do I want to be contacted AFTER it is too late to do anything. 

Due to the LARGE Number of " CONTACTS '' from NAVIENT ( and previously owned " XXXX XXXX '' ) over the past 10 plus years, resulting in UNREASONABLE contacts to my daughter, QUESTIONING " is the bill paid '', " are you having financial problems ; '' and having her let me know, she does n't know WHY they 're contact me : " no late payments, '' " just made a payment, '' she " registered for a program, '' she " just checked and they said she is STILL in the program, '' her " account is set up for automatic payments, '' etc. 

After years ( XXXX ) of several missed " computer '' generated phone calls, 20 minute plus " holds '' on return calls ( some with successful contact and some not ), checking and re-checking with our daughter for verification and accepting the answer received from whomever ( Daughter/Navient XXXX answers first ; a person gets used to receiving the un-necessary contacts, the same explanation from the kids, and then it becomes shocking when it turns out, the information ( from Navient ) shared was incorrect, and now there is a report filed and a " ding '' against both our daughter and my credit. 

Something needs to be done with the way this company 's policy/way of doing business ( which matches the previous owner-XXXX XXXX ). Especially, when a person considers : a parent finds out the people providing the loan are the ones SUGGESTING to young, struggling graduates, to " let their account go delinquent for 3 months '' then NAVIENT can look into considering dropping their monthly payments to make it more affordable. What responsible adult / finance company would make such suggestions!!??? 

I am reporting Navient for : 1 ) inappropriate/abusive contact ( XXXX e-mails in XXXX morning- XXXX for each account ), repeated Computer generated contacts to cell phones, long wait times ; 2 ) Abusive use of accounts in dealing with reports XXXX XXXX counts " dings '' -actually XXXX for this situation due to the fact they counted the XXXX accounts delinquent for two months ). 
3 ) In appropriate " encouragement '' of allowing accounts to default - for the purpose of extending loan life and debit to increase income for their business. 

Just so you know, our daughter contact Navient for consideration of different programs because she was XXXX and another monthly payment. She thought she had her finances/situation under control when she " enrolled '' in XXXX of the suggested programs. Even though she, provided the required check account information, and she checked in monthly with Navient to verify she was still enrolled in the program, the end result was XXXX us having reports on our Credit Scores. 

Again I repeat, I feel very STRONGLY about the fact that SOMETHING NEEDS to change.

Company response to consumer: Closed with explanation