Consumer complaint received 2017-08-08
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC. (IN)

In XXXX 2017, I refinanced my student loan debt through XXXX. The application was submitted and processed very quickly. The loan documentation stated that the new creditor would be XXXX XXXX XXXX XXXX. This entire process was handled online. I was contacted by the old provider that the balance had been paid in full and transferred to the new creditor. Several weeks later, I received a phone call from a person stating they were from Navient and immediately wanted my social security number and date of birth. Not knowing who Navient was and naturally concerned about fraud I refused to provide and asked the nature of the call. They refused to answer any questions unless I would provide this information. I Would not and the call ended. This has happened several times since. About 60 days after the loan refinance was processed, I realized that no payment had ever been pulled from my bank account and that I had never been contacted by XXXX XXXX or XXXX. I then started to wonder if Navient was in some way connected. I researched online whom Navient was and found it to be a student loand processor. I reviewed my loan documents, but no mention of Navient on the loan documents. I conclude that it must be coincidence that I was receiving fraudulent calls from a caller claiming to be with Navient. My loan documents did not provide any contact information for the new creditor, so I contacted XXXX XXXX, The representative had a hard time locating my application information and they could not provide any help. This past week, I pulled my credit bureau and became aware that Navient had reported my student loans to be past due 60 days. Again, I did not have any knowledge why Navient is involved and why they would be reporting to the credit bureau. I received another call from Navient today, Asking same questions and refusing to talk unless this info was provided. I told the person on the phone that I wanted to get my husband on the phone and that person stated that they would just call at a later time and hung up. This further supported my belief of fraud. After the call, I again contacted XXXX XXXX and after a long telephone conversation the person apologized that documents are misleading and the website is misleading ( Recorded call ), but stated that Navient is a servicer for XXXX XXXX and provided a number to call Navient. The person did state Navient is listed on the XXXX XXXX website under refinancing tab. I have again reviewed the site and there is no mention of Navient and/or their affiliation. I called the Navient number, explained the entire problem with the person ( CSR- XXXX ). He was not able to help at all. He said that I needed to write a letter and he provided the information to submit the letter via the website and by mail. He also instructed me on how to register an online access account and said that I could submit a letter through this account. After the call, I went to the website and completed the online enrollment. As I reviewed the information. My profile shows an old address that is different from what I provided at application ( the correct address is on the application and loan documents ). Why is an old address used in your system? I have submitted a complaint with the Indiana Attorney Generals office and have filed a dispute with the Credit bureau. This whole process has been very misleading and deceptive. I have never received any postal mail from XXXX XXXX, XXXX or Navient to notify me of the status and/or explain why I am getting weird calls from Navient. After a lot of work, I now know that Navient is a servicer for XXXX XXXX. This has created great stress as my credit was excellent and no past due payments until XXXX XXXX and Navient posted this erroneous information. Is the loan past due? Yes, but this is not by any fault of mine. This is solely the fault of these companies and the unethical handling. I have informed Navient of the problem and told them that I want my credit bureau corrected and any assessed fees to be removed before any payments will be remitted. The Navient rep was more interested in getting a payment than fixing the inaccurate information caused by not correctly informing me during the loan process. They tried to convince me to catch the payment and then submit a letter to try to resolve the issues. I have no faith that they will fix this problem unless I withhold payment until they correct their errors caused by their misleading process.I further have required written proof that these items have been resolved.