Consumer complaint received 2015-10-08
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC. (MA)

I 'm the co-signer on student loans that were acquired through XXXX XXXX for my daughter 's college education. Upon her 2012 graduation, monthly pmts to XXXX XXXX began and any time we needed assistance with lowering loan pmts or with deferments, we were treated professionally and never had loan problems. XXXX XXXX maintained accurate loan records and we always had access to loan data. Since Navient acquired XXXX XXXX over a year ago, we have had nothing but problems, misinformation, confusion with the loan statuses, conflicting responses from account reps, assurances that the accounts we " all set '' followed by late notices and damaging credit reports. Last year my daughter returned to college to pursue an XXXX, and contacted Navient to request loan deferments. Due to the term of some of the loans not all could be deferred and she established a pmt plans for those that were not eligible for deferment. She was informed by Navient customer reps that the loans in deferment were the loans I was co-signed on ; however, I began receiving notices of pmt due, as well as calls from Navient to my ex-husband asking to discuss the loans I was co-signed on. My ex-husband was co-signer for some of my daughters loans, but Navient had somehow transposed some of his personal information to my loans and my info to his loans so he was receiving calls from Navient to discuss my loans and personal and financial info! A call was placed to Navient EACH time a notice was received, and for months we were told it was sent in error and the loan was all set. After months of this aggravation passed my daughter was furious and asked to speak with a manager. After having to explain the entire situation yet again we were told the loans in deferment were actually my ex-husbands co-signed loans and not mine. This was after months of being told the loans were " all set ''. Yet again we had to provide financial info and repeatedly verify personal info. Again my daughter verified her pmt plan with Navient and had bank records to prove Navient had been deducting a monthly pmt, yet after months of loan info being a mess, months of Navient deducting pmts, after months of my account being confused with my ex-husbands accounts, Navient had the absolute nerve to report us to the credit bureau XXXX AFTER receiving auto-deducted pmts ) and on XXXX occasions XXXX my daughter and I have suffered credit reductions of XXXX points! Not only has Navient been completely incompetent, but caused our credit to suffer after months of our attempts to FIX the problems, and to prove we are responsible customers who continue to pay back loans and have contacted Navient desperately trying to verify, re-verify, and straighten out these loans. If we had no intention of ever paying back these loans why in the world would we have responded and gone through such efforts and why would we have established pmt plans, and established monthly pmts that are automatically deducted from my daughter 's bank account each month. Following the latest hit to our credit scores two weeks ago, the response from Navient is " we understand your frustration but there is nothing we can do about it ''. So Navient can be incompetent, irresponsible, mix up loan and personal information, withdraw our funds, damage our credit and not take ANY responsibility or provide corrective action? We asked if our credit score will be hit with another reduction next month and got no clear answer for that either. We were told to call XXXX to work it out. How are they as a business allowed to get away with this? No accountability to resolve the credit hits, and we also have NO access to our account info. Online access to our account is blocked due to " the status of your account ''. Our loans are being paid monthly! We have no idea how much we owe or what transactions have been applied to our loans! How is this legal? This is an absolute outrage.