Consumer complaint received 2017-01-04
Company: Navient Solutions, LLC.
State: AL
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
I tried to login to my online account to check the status of my accounts when I was prompted to a screen that said " Navient account XXXX error code XXXX. '' I than tried to reset my password, thinking maybe this was website error and was prompted to the same error code screen. I than contacted Navient at XXXX and spoke with a customer service representative that I explained my login issues with. He informed me my account was XXXX and he was unable to see anything from the " back office '' as he explained. He said I could n't login to the website for six months. Than he told me he was transferring me to the " back office '' department who could assist me further. I waited until I spoke with a repetitive who had trouble deciphering the issue I had called originally to speak on. He stated my loans were in a charge off status and that I could n't login to the website to make a payment or check any status of loans. I explained to him I was looking at a screen shot of XXXX loans ( # XXXX and # XXXX ) that had been XXXX days past due and had {$0.00} currently owed and my next due date was XXXX/XXXX/XXXX. Both loans stated this information. I asked to be transferred to a supervisor who had been given the reason of my call. He stated all my loans including the XXXX that stated they were current, and had zero currently owed were also charged off in XXXX of XXXX. I once explained this could not be since I was staring at a screenshot of the loans from XXXX/XXXX/XXXX showing both loans current and {$0.00} currently due with a next due date of XXXX/XXXX/XXXX. He explained he could n't help and transferred me to an unnamed department with the phone number XXXX. Upon transferring me to this department I was prompted by a voice recording saying to leave my information and they would respond within three days. I am beyond upset and frustrated how I first could n't login to view any loans online. Secondly, I was told loans that I had a screenshot of saying current and no payment due, were now being told they were charged off and they had no explanation of how or why I had very different stance since I was staring at a screenshot of both showing current XXXX/XXXX/XXXX. I have had multiple payments be misapplied in my history with XXXX XXXX which than became Navient. I have had multiple login issues online. I have had multiple times where current loans were being called on auto-dialer systems not only to me, but also to co-signers. I have n't received XXXX collection call or letter from anyone referencing these XXXX loans I am now being told are charged off when I have an actual screen shot from two days ago, showing very differently. The next step is contacting my attorney is this matter is not resolved quickly. First off this is a violation of FCRA debt collection practices since these XXXX loans were current and have never received any communication regarding them charging off. I have had issues with Navient previously regarding XXXX and Cease & Desist laws pertaining to me and my cosigners who were called on current loans. As I stated I will be contacting my attorney, the XXXX and the CFPB.

Company response to consumer: Closed with explanation