Consumer complaint received 2016-08-09
Company: Navient Solutions, LLC.
State: IL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
I started paying my loans to XXXX XXXX XXXX after graduating XXXX. They had all my loans private and federal. I paid consistently what my salaries would allow. I had several jobs on & off through the great recession. I lost my last job XXXX and payments got behind, so XXXX of XXXX I called XXXX XXXX and was told Navient had my loans. Talking to Navient I set up a payment plan I could afford while bar tending part time. When I spoke to them, I asked repeatedly if this is ALL my loans and he reassured me it was. I had it set up as autopay that was fine until XXXX XXXX when they stopped taking it out. Today I got a letter from Pioneer Credit recovery that says I am in default and XXXX XXXX XXXX has my loan and I have not made a payment since XXXX. Who is XXXX and when did they get my loans? I called Pioneer and they want to put me in a rehabilitation. What? Why has Navient not been paying all that they told me they were. So before I set that up, I wanted to do some searching. I called the government Loan Locator # XXXX XXXX XXXX. XXXX tells me I have XXXX loans all at NAvient. She gives me XXXX XXXX number XXXX XXXX and I call but it is NAvient - talked to XXXX and she says that my account is XXXX loans and all are current. After tallking to her she gives me XXXX XXXX # XXXX XXXX XXXX. I call and talked to XXXX who works for Navient but speaks for XXXX XXXX!! She tells me that XXXX loan was paid for by XXXX because it was in default and that I only have XXXX loan with XXXX. Navient website says XXXX were picked up by XXXX XXXX. She is going to mail me a letter stating that. Now I am on my XXXX phone call and each one has a different answer. And NONE of them can tell me why all my loans where not paid on when I repeatedly asked back in XXXX of XXXX if all were covered. As they can see by my payment history starting the year I graduated I tried to pay what I could depending on my work at the time - during the worse recession that we all were trying to get through. This collections agency 's letter says there is a {$1100.00} " Collect Charge ''! Is this the way XXXX and Navient are making money? Especially since they seem to be the same company ... Back in XXXX XXXX, were they paying their employees bonuses on how much they could send to default, so they give false information? I feel the man I talked to had to out & out LIE because he said over and over all your loans are covered, " Federal & private ''. And now one year later the automatic payments stop, another way to collect late fees? If they see I am consistently paying on XXXX of the loans - would n't that raise a red flag that some one there dropped the ball - why all were not taken care of with that call? Why would I choose to pay only part of what I owe especially since I initiated the calls. Now that my credit will be impacted and my late fees and collect charges add to my loan balance, it seems like a never ending cycle. What recourse do I have? Thank You

Company response to consumer: Closed with explanation