Consumer complaint received 2017-02-09
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
In XXXX, my federal student loan was moved over from XXXX to a new loan servicer, Navient. In mid-XX/XX/XXXX, I received several notices by mail regarding my new account, upcoming payments, and setting up an account online. 

I attempted to create an account online in XX/XX/XXXX, but was unsuccessful. I thought maybe backend database needed to be updated, so I waited some time and tried registering again - no luck. I called into the customer service line either end of XX/XX/XXXX or early XX/XX/XXXX, and was told that my account information was n't correct. My personal data did n't match the account number or my social security number. I was instructed to fax a copy of my social security card to a toll-free fax number. 

I 'm personally not comfortable with sending over copies of my personal data to a company that has not demonstrated care with my information. Over the course of maybe a dozen calls to customer service, speaking with CSRs and supervisors, I discovered in a conversation with a customer service supervisor, XXXX ( ID # XXXX ) that there were two databases utilized at Navient. One utilized by CSRs and serves as the backend for the website ( I believe XXXX called this the CLASS system ), and the " mother system '' which was the primary database. According to XXXX, my information in the primary database is correct. My information in the CLASS system is incorrect, which would explain why each time I call I am asked if I am calling for myself or someone else ( one rep revealed that the name on the account is XXXX and the phone number was a XXXX area code number ). It also explains why I ca n't register for an account online. 

The outcome of one call on XX/XX/XXXX was that the CSR put in a request to the IT department to reconcile my information so that I could register for an account online. I sent an email to the Office of the Customer Advocate ( OCA ) that day as well. In 2-3 days, I should 've been able to login. I did attempt to register online on XX/XX/XXXX, again with no success. I called customer service and they told me that they would have the OCA office reach out to me. XXXX from Navient 's OCA office reached out and left a voicemail on XX/XX/XXXX, I 've called back twice and left two messages since then with no response. Today, I called the OCA office again and spoke with XXXX, who told me that I needed to send in a copy of Social Security card and Driver 's License to a fax number that he provided. I told XXXX that my problem is that Navient has not demonstrated any careful handling of my identity thus far, yet I still have to send copies of my SSN and picture ID to a fax number without an attention to or case number or any confirmation that a specific person on Navient 's end will be handling my case. 

I have never encountered such difficulty with my account until my loan moved over to Navient. While I understand protocols for verifying customer identity, I do n't understand why, if they have my information in there central database, they can not accurately populate an account for me so I can get on with my payments. It 's ridiculous to expect a customer whose personal information has been poorly managed to fax additional copies over to an unknown recipient to correct the identity mismatch. No one at Navient can even tell me how this problem occurred, and it 's frustrating that I went into unwanted forbearance just to avoid late fees that they began charging me as a result of past due account. While I ca n't seem to reconcile my account information, Navient still manages to send me notices of my payment due date as my forbearance is coming to an end and next regular payment is due on XX/XX/XXXX At this point, I 'm fear I 'm not going to be able to make a payment and will incur more past due charges for an error that is n't my fault.

Company response to consumer: Closed with explanation