Consumer complaint received 2017-02-20
Company: Navient Solutions, LLC.
State: OH
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 dad I have been in discussion with Navient, a company that I have XXXX student loans through. We are trying to come to conclusion on what I actually owe and what they are currently saying I owe. I can not get a straight answer from them. I have XXXX loans that total to {$31000.00}. For the past 5 years I have paid XXXX a month to cover interest on the loans. This adds up to about {$2400.00} annually and in 5 years the total is {$12000.00} dollars. I can not get an answer as to where the XXXX dollars went towards. They insist I owe them a total of {$43000.00} if I were to pay the XXXX plus an additional XXXX that we paid the total is XXXX for a XXXX loan. The student can never afford this especially when they agreed to take payments on the interest. We are happy to pay a fair share, but I am not supporting this XXXX Scam that Navient has going. The other issue is Navient 's bullying tactics. they employ a very hostile and threatening approach -- relying on intimidation and threats to shake you down to pay. They will never offer any real option and depending who you talk to you will get different stories. The one time my dad spoke with them they did offer to refinance the loans for him if he gave them personal information and filled an application over the phone, when he asked them to mail or email for the application for review they would not and said that 's not the way this process works. That sent up a red flag to my dad because most institutions would not hesitate to provide you an application if you wanted to pay them back. XXXX said this place gives him a very creepy feel. After this my dad spoke with a XXXX lady called XXXX and she was very XXXX. He explained to her that he was attempting to resolve this matter and try and help my daughter but some things did not add up. The first thing he did was to bring the loan up to date and pay off a loan that had the highest interest rate. There was discussion about options. The options presented was to have a shorter loan payoff time, but the payment would be the same. I said this option would not work and the other option was to re amortize the remaining XXXX loans. I asked XXXX what would be the cost she said hold on let me check for you. She also said I can do that for you if they ca n't. After what seemed along time on hold she came back with we do n't know, my dad insisted you have to know this is what you do. He stated you know the amount I am willing to pay and you know the balance what is the cost. She insisted she could not tell me. I was sure she was being coached by someone. She offered up that I talk to a supervisor and she put me in contact with a gentlemen named XXXX. I thought it odd that he could come up with a number of {$320.00} monthly payment immediately. I had asked for that in writing and XXXX said I should have it shortly. At this time we are still waiting for that document. In the meantime my dad started to do some remedial math. He added up the total amount of the XXXX loans, XXXX and the payment made to them for interest by me for the first 5 years and that total was as stated above {$43000.00}. By Navient calculations they say I still owe the {$43000.00} and nothing reflects the XXXX paid the past five years. If this was paid to them the cost of the XXXX loan is {$55000.00} or {$24000.00}. That is almost double of the loan. This to me is more that wrong to charge a XXXX who barely can make ends meet. The other interesting part is the way they charge interest as soon as a student loan is taken out. They offer no payment plan for this nor do they mention this in their contract. The contract reads very vague with their definitions about payment and repayment. It says that the interim period begins on the day the loan is dispersed and the interim period ends 6 months after graduation. I find their policies deceptive.

Company response to consumer: Closed with explanation