Consumer complaint received 2018-07-03
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: Navient Solutions, LLC. (CO)

I have previously submitted a complaint about how Navient lost my loans for about 7 years. Since they told me for all those years I do NOT have a loan with them, I called almost every time I received a bill from them. They kept saying the account number I gave them ( that was on the invoices with my name XXXX either did not exist, or belonged to a male. After so many years we figured out my SSN was incorrect. I had sent in a copy of my SSN card 10 times over the last 2 years and they finally changed the information. Now they want me to start paying on the loans ( which I am more than happy to! ) but including the XXXX in interest accrued over the years they kept claiming I did not have a loan with them. Another issue is that they reported these loans after finding them to my credit report ... TWICE! One loan with an old account number and the same loans as delinquent with a new account number. This dropped my credit score XXXX points! Yes, XXXX! I have received a text from Navient asking if I wanted to go into forbearance by responding YES, I did not respond but received a text moments later saying 'thanks we will put your loans into forbearance '. 

I received a response from Navient only saying I signed off on the loans and the debt is mine. I agree the original debt is mine but nothing addressing the issue of lost loans and interest. I called the woman back who responded stating she did not answer my question or come close to resolving the issue. She said there is absolutely nothing that can be done and she refused to help me. I have spoken with lawyers saying this is illegal band I do have a case. I am trying to get this resolved with Navient before taking the time to file a lawsuit. 

Current issues summarized so Navient can respond to each point adequately this time : 1 ) Loans were lost for about 7 years in which Navient repeatedly stated I DO NOT HAVE A LOAN WITH THEM and accrued XXXX in interest. I tried for all those years to find my loans but Navient were the ones who could not find the loan, not me. I will pay what is owed but the not the interest for their error. 

2 ) Once it was identified that the SSN was incorrect I sent in 10 copies ( very worried where my number ended up ) by fax and took almost 2 full years to fix. I do not think I should be charged interest for the years NAVIENT couldn't figure it out, again. 

3 ) My credit score dropped 170 points ( while I started looking for lenders to buy a house, that is out of the question now ). All the errors have been on Navients end. I would like all loans to show as current until everything is resolved since I am showing weekly I am trying to get these loans taken care of. 

4 ) If I find that my loans where put in forbearance from the text messages, that is illegal and have all rights to sue and can win. I am unable to check the status since the I am constantly asked to start a new account online since my account is never found online. With my newest account number given, my birthday, my social, anything. Navients ' online portal never recognizes me two times in a row. I need to constantly call in to get my password reset since I get locked out. Any time I hit forgot password to reset, my social and account number are never recognized. Finally logged in and see no documentation of anything, I am assuming because each time I login I am asked to start a new account and all records are lost. 

5 ) Once the interest issue is cleared and the accrued interest that should not be my responsibility is taken off my loans, I am more than happy to set up automatic payments to get the original XXXX paid off in a timely manner. 

I am only asking for the erroneous interest to be removed and the past due loan to be brought to current on my credit report to salvage the 170 points. Once this is done, I will pay all debt I actually owe. 

These are the only things I ask for. If they are not met, I will file a lawsuit. I am one of millions having issues with this company. Just please take care of these two things so we can all move on with our lives and you can get the money borrowed. I agree to pay interest from the moment an understanding is reached no problem. I have no problems paying what I owe but also will not back down and be treated unjustly due to corporation size.