Consumer complaint received 2018-03-16
Company: Navient Solutions, LLC.
State: IL
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I settled a student loan in XXXX with XXXX XXXX XXXX XXXX, collecting for XXXX XXXX. Navient apparently took over the loan and was not informed it was settled already. The issue now is that they closed the account in XXXX ( after hours of phone calls on my part ), so I now have a XXXX ( cancellation of debt ) to pay taxes on. I haven't wanted to do my taxes until I know this is legitimate, so I have spent hours on the phone, several phone calls, being transferred repeatedly, and every person has told me different information. They finally sent me a " statement of purchased account, '' which lists a lot of dollar amounts, but does not specify for which loan the credits or debits are for, rendering it practically useless for me to figure out where they got this amount for the XXXX ( I had 18 different student loans, and the problem only seems to be with one of them ). This loan that did not exist by the time they became Navient has been in collections with several collections companies. It has been affecting my credit report. I have past records of letters and emails from XXXX XXXX stating that this loan was settled in XXXX. I spent hours on the phone in XXXX trying to figure out why these collections companies were calling me when all my loans should have been in good standing and had been for years. I talked to my school who told me to call Navient. When I talked to Navient, they were the ones who told me this loan was settled in XXXX! I've been told " settled in full, '' " paid in full, '' different things depending on what Navient person I get on the other line. The dates change from person to person when I made the last payment and closed the account. Some say confidently that it was closed in XXXX. Then, others say it was just closed in XXXX, although it was settled and the last payment made in XXXX. When I ask them to look at the notes, that there have to be notes after my hours spent on the phone to them, some can see them, and some say they can not. I have repeatedly told them that I need all the information they have on this loan to figure out what the problem is, and I need to know where the amount comes from that is on my XXXX. This " statement of purchased account '' is not sufficient information. I believe they should be able to tell me where the number comes from on a tax document that they filed with my name on it. The numbers seem to change and not any them add up to this amount. I am so tired and frustrated from spending so much time and getting no reliable information. Please help me. All I want to know is that the amount is legitimate, that I need to pay the taxes on it, and I want the account to be noted to be closed in XXXX when it was. No cancellation of debt happened in XXXX because the loan should have ceased to exist after XXXX. I should not be doing the leg work for something that is their error, and I have to prove to them that their information is wrong when they are the ones with the faulty information, but I have been. I think they should have to answer to someone for their unprofessional and sloppy record keeping and inability to give me information that is linked to me. I have my records, notes and names if needed. Thank you so much for your time!

Company response to consumer: Closed with explanation