Consumer complaint received 2017-05-01
Company: Navient Solutions, LLC.
State: OR
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
I have been working with  XXXX   XXXX  and that is now Navient since  XXXX . I was told I was a co-signer and would have to pay on the loan. My daughter was in Alaska on a fishing boat and could not be reached. I paid back fees and got the loan up to date and was told if I made payments it would not hurt my credit. That was not true I got hit every month on my credit report. I could not and still ca n't log in to the account only my daughter can. Even though I am the  one p aying on it.   I went to a lawyer to try to get a release from the loan and even the lawyer could not get a signed copy of my signature.   I have been paying on this loan that started at  XXXX   XXXX  and it went all the way to over  XXXX   XXXX  I now have it down to  XXXX   XXXX  and pay betw een 200.00 and 250.00 dollar s a month.   I called today to get a payoff and they were not willing to talk to me about it. I talked to  XXXX   XXXX  and she said they were not willing to give me any less of a payoff. I told  XXXX  they had called my daughter with a payoff and why could I not get one.   In the very beginning  XXXX   XXXX  and  Navient would  call me and harass me on my work phone and had to get a different phone number. I am at a point where I do not know what to do to resolve this issue. I want to get a payoff so th at I may move  on with my life.   This is my lawyer letters talking to  XXXX   XXXX .   I can certainly understand your frustration with this process. After dealing with a couple different Customer Service reps, I was informed that your written authorization for me to speak on your behalf was not enough, and you would need to call in to give your verbal confirmation. I insisted that you be able to speak with the same representative, so here is her number and extension : "  XXXX  '' : (  XXXX  )  XXXX  Extension "  XXXX  '' (  XXXX , "  XXXX  '',  XXXX  ) This extension seems strange but I asked her to confirm and it indeed is  XXXX , so please call  XXXX  and give your verbal permission for me to speak with her about this matter. I have already faxed over the explanation/demand letter so hopefully this will move quickly once they have your authorization.     Thanks, I spoke to  XXXX  from  XXXX   XXXX   Collections Dept at so me length this afternoon and here is what I found out. She claims that she can not send me paperwork on these loans, but over the phone could give a description of the loan itself ( including the Account #, which  may en able you to access this online ).      XXXX  informed me that you are listed as the co-signer o n one loan,   whose first distribution date was  XXXX / XXXX / XXXX . The account # I presume ) is and the loan # is. The first payment due on this loan was  XXXX / XXXX / XXXX . She indicates to me that payments have been periodically made, beginning w ith three pa yments in  XXXX . Then in  XXXX , payments were made in  XXXX ,  XXXX ,  XXXX   ( {$420.00} ), and    XXXX   XXXX   ( {$210.00} ). T he next payments made were the {$120.00} monthly payments you were making. She indicates that the payments before the {$120.00} payments were made online and she could not see whether these were made by you or Unfortunately, that is all the information that I could gather besides her insisting that you had signed an agreement to be the co-signer ( she said because she is in the collections department, she does not have access to the initial signed document ). Further, she basically indicated that the only way to go about challenging this would be to file a police report against and cont act their " Fraud Line ' ' at  XXXX . Obviously I did n't want to contact the fraud line on my own without giving you this information, and i  t may be possible for you to get access to the signed document after being transferred from the fraud department, but I did n't want to raise any red flags in this matter without speaking with you.
I would advise that you contact the fraud line and request the signed document once again, but you may need to tread lightly if you would like to keep law enforcement out of the situation, because this could be a very serious crime if blank indeed forged your signature on the loan document, and filing a police report may be a p  rerequisite to going through the fraud department process to release your status as cosigner of this loan.     I know this  may be  a lot to take in, so please contact me if you have any questions. I will not contact  XXXX   XXXX  any further unless you request it, but I think contacting the fraud department and requesting the cosigner document would be your best bet for now.     Sincerely, I want this chapter to come to an end and would love to have what ever help you can give to get a payoff. Thanks

Company response to consumer: Closed with explanation