Consumer complaint received 2017-09-17
Company: Navient Solutions, LLC.
State: AZ
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
In XX/XX/XXXX I defaulted on my student loan because of illness which caused me to take early XXXX retirement.Over the next two years and after many, many harassing phone calls I came to an agreement with a collection company called XXXX XXXX XXXX on behalf of XXXX XXXX to start a repayment plan.Although I was only receiving about {$700.00} a month in XXXX payments they tried to force me into paying {$300.00} per month but I would not relent because I would not have had enough left to pay my house payment, pay other bills and to live on.After a 30 minute conversation with the representative I offered to pay back {$120.00} per month and she very reluctantly agreed.Although there was never an agreement writing I had agreed to pay faithfully which I have done up until this month.My account number is " XXXX '' .There was no payment book.There are no monthly invoices that are sent to me and they do not got give any kind of updates unless you call and request one.I was told by the representative that if I ever missed one payment the agreement would be broken and that her agency would take legal steps to recover the full amount due.So in XX/XX/XXXX I started my payments by paying a one half payment of {$62.00} and in XX/XX/XXXX I stared paying full payments of $ XXXX have never missed a payment.At that time I was dending my payments to an address in Kansas.I do not have or recall that particular address.Sometime in XX/XX/XXXX I received a phone call from someone who said she represented a company called " XXXX XXXX '' and told me that my loan account was transferred to them and that I should start sending my payments to them.I was to send the payments to XXXX XXXX/ XXXX XXXX,XXXX XXXX XXXX XXXX in XXXX, Missouri.I continued to send payments.During all of these years I had never received any letters that showed that I was behind on my payments.Then in XX/XX/XXXX the payment I sent them was returned to me.On the outside of the envelope ther was a postal stamp tthat read, '' Addressee Unknown '' .I was bewildered and confused because I did not understand why the payment was returned.I called the telephone of the office which is ( XXXX ) and spoke to person about why my payment was returned.He told me that the office where I had been sending my payments had closed and that a company called " XXXX '' in Ohio had taken over my account.I was again shocked and bewildered because I had never received any kind of notification that my account had been transferred again.I called the XXXX office to make try and get some information about my account but the lady I spoke to said that she could not discuss my account with me because, '' you live in Arizona '' .She went on to say that she could answer any questions and she could not give me anymore information.When I got off the phone I really did not know what to do.After pondering this whole dilemma I got on the computer and looked up Integrity Solutions and found a site that referred me to a company called " Navient. " There was information there that said that Navient was the collection agency for XXXX XXXX so I returned the XX/XX/XXXX check and mailed it to the Navient address hoping that would resolve the issue of where I was suppose to send my payments.The check was cashed by Navient on XX/XX/XXXX.Then I sent in my XX/XX/XXXX payment to the same address..On Thursday, XX/XX/XXXX the check had been returned to me I the form of a government issued treasury check with a notation on the bottom stub that read, '' This Refund Is Being Sent Due To XXXX XXXX XXXX Send to XXXX XXXX XXXX XXXX PA XXXX, Effective date:XX/XX/XXXX '' .A telephone number on the check stub reads XXXX.I called that number and a representative said that I need to call an office named, Post Claims Assistance Department.That number is XXXX.On Friday afternoon around XXXX XXXX I called that number abd spoke to a supervisor named " XXXX '' .She said that she saw my account but her office awas nor handling my account and gave me another number to call but before we disconnected she gave me a lot of very confusing information about my account.Most of the information had to do with how my account had been sent in circles and that she had no ides had or why my account had been handled the way it has been. way it.One outstanding point she made while we were discussing my account was that my account showed that I was missing sevral payments.I was horrified because I know that I have never missed a payment.The most outstanding payments she told me about were the ones missing for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.I told her that did not make sense because I was told that if I ever missed a payment that XXXX XXXX or its ' representative would come after me.I told her that there was no way I could or would have missed payments so soon after the XX/XX/XXXX agreement.Anyway, she said she could not respond to that because she could only talk about what she saw on my account.She suggested that I do my own research by contacting the bank that the checks were presented to and to get copies of all the checks that were cashed by, XXXX XXXX , XXXX XXXX, XXXX and Navient..On this day I received a call from my son who 's name is on thre loan as a cosigner.He said that he is being harassed about the loans, I do not understand why they have not called me or sent me a letter or something about all of this.I would like for them to stop harassing my son whose name is XXXX XXXX, He lives at XXXX XXXX XXXX XXXX, XXXX, Arizona,XXXX.It seems to me that the collection agencies that XXXX XXXX uses to collect payments are trying to set me up for failure in order to come after my property.I really would like for someone to help me resolve this mess.I am XXXX XXXX XXXX and am in declining, documented health.My mental and physical health have been greatly effected by XXXX XXXX 's behavior and I ca n't take much more of this.Please help! 1.Sincerly, yXXXX XXXX.

Company response to consumer: Closed with explanation