Consumer complaint received 2017-06-05
Company: Navient Solutions, LLC.
State: MO
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Keep getting calls about your loan

Complaint:
Hello, My brother XXXX XXXX XXXX worked with XXXX in XX/XX/XXXX and met his obligations under the Loan Rehabilitation Program and as such his loan was returned to Navient ( attached ). XXXX XXXX account number with Navient is XXXX and his loan number is XXXX.
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My brother was not working and had XXXX medical conditions, living with my parents and relying on them for all care. On XX/XX/XXXX my brother 's body was discovered XXXX XXXX XXXX after XXXX XXXXt for 7 days. He was pronounced deceased XXXX XXXX XXXX. An XXXX was required and the final death certificate was released onXX/XX/XXXX ( attached ).
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My parents are XXXX and XXXX years old, living on a fixed income reliant on social security. I supported my parents in managing notification to all medical providers and Navient to get the accounts closed. My brother left no estate and instead died with many outstanding bills.
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On XX/XX/XXXXI contacted Navient and spoke with XXXX  and he indicated I needed to submit to them the death certificate once it is released and then they would close out the loan. On XX/XX/XXXX I mailed Navient the death certificate ( attached ). On the next bill from Navient it was addressed to my father ( attached ), so I contacted Navient to check on the status of getting the loan cancelled. They told me it can take several months for the death certificate to be processed.
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Over the past 3 months Navient has called my parent 's home up to 10 times a day, sometimes as late as XXXX XXXX, asking for the loan to be repaid. During the first month my parents would explain that my brother was deceased and that the loan should be closed. I called Navient twice during this time period and each time was told that they had not processed the death certificate yet  and that it can take time to be processed. I let them know that each call Navient makes causes XXXX XXXX to my parents because they find it so difficult to speak about my brother 's death. They assured me the calls would stop.
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I told my parents to stop answering Navient 's calls because they assured me they would cancel the loan once the death certificate was processed. Last week I called them to check on the status and they informed me that they will no longer speak with me. I asked why and they said that my father was a co-signer on the loan so they will only work through him. I explained that I was not aware of this and said that my father will have a difficult time speaking with them because he will get confused about what is going on. I also indicated my parents never mentioned anything about co-signing and if it did happen my father likely did not understand what he was doing.
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I subsequently spoke with my parents and my father indicate he recalls signing a form to help my brother but did not realize it meant he would have to repay my brother 's debt. As I previously stated, my father is XXXX years old, living on a fixed income. He is a veteran and was in the XXXX.
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Today ( XX/XX/XXXX ) I called Navient to ask them to forgive the loan and they ended up asking me to repay the loan on behalf of my parents. I explained that I simply can not, that I already help pay for basic living essentials for my parents. I asked them for any consideration and they indicated that they will not even reduce the payment and the loan must be paid. I do n't know where else to turn and appreciate any help you can provide to my family to have this loan forgiven in full. I believe the loan 's balance is {$1400.00}.

Company response to consumer: Closed with explanation