Consumer complaint received 2017-05-11
Company: Navient Solutions, LLC.
State: MO
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Keep getting calls about your loan

Complaint:
Hello, My brother  XXXX   XXXX   XXXX  worked with  XXXX  in  XXXX  and met his obligations under the Loan Rehabilitation Program and as such his loan was returned to Navient ( attached ).  XXXX  's account number with  Navient  is  XXXX  and his loan number is  XXXX .     My brother was not working and had   XXXX   medical conditions, living with my parents and relying on them for all care. On  XXXX   XXXX ,  XXXX  my brother 's body was discovered and he was pronounced deceased. An autopsy was required and the final death certificate was released on  XXXX   XXXX ,  XXXX   XXXX  attached ).     My parents are  XXXX  and  XXXX   years old, liv ing on a fixed income reliant on social security. I supported my parents in managing notification to all medical providers and Navient to get the accounts closed. My brother left no estate and instead only died with bills.     On  XXXX   XXXX ,  XXXX  I contacted Navient and spoke with  XXXX  and he indicated I needed to submit to them the death certificate once it is released and then they would close out the loan. On  XXXX   XXXX ,  XXXX  I mailed  Navient the death certificate ( attached ). On the next bill from Navient i t was addressed to my fathe r ( attached ), so I contacted Navient  to check on the status of getting the loan cancelled. They told me it can take several months for the death certificate to be processed.     Over the past 3 months  Navient has called my parent 's home up to 10 times  a day, sometimes as late as  XXXX   XXXX , asking for the loan to be repaid. During the first month my parents would explain that my brother was deceased and that the loan should be closed. I called   Navient twice during this time period and each time was told that they had not processed the death certificate yet and that it can take time to be processed. I let them know that each call Navient makes causes emotional trauma to my parents because they find it so difficult to speak about my brother 's death. They assured me the calls would stop.
I told my parents to stop answering Navient 's   calls because they assured me they would cancel the loan once the death certificate was processed. Last week I called them to check on the status and they informed me that they will no longer speak with me. I asked why and they said that my father was a co-signer on the loan so they will only work through him. I explained that I was not aware of this and said that my father will have a difficult time speaking with them because he will get confused about what is going on. I also indicated my parents never mentioned anything about co-signing and if it did happen my father likely did not understand what he was doing.     I subsequently spoke with my parents and my father indicate he recalls signing a form to help my brother but did not realize it meant he would have to repay my brother 's debt. As I previously stated, my father is  XXXX   years old, living on  a fixed income.

Company response to consumer: Closed with explanation