Consumer complaint received 2015-09-14
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Need information about my balance/terms
Company: Navient Solutions, LLC. (PA)

Navient refuses to provide information regarding the term length of my private loans ( previously owned by XXXX XXXX ). I searched the website and emailed multiple times, trying to get an update on how many payments I have left, what type of payment plan I have, but they do not provide this. I am also trying to find out if they will provide any kind of idea of if/when my payments will go up, so I can plan out my life, but they said they do not provide amortization charts. How am I supposed to plan without knowing how long I will have to pay my loan, and/or when the payment will go up? XXXX XXXX always provided this information. How is it legal to refuse to provide the most basic information about a loan? 

See the email message below. They are instructing me to call them. I call and I am on hold for an hour : Dear XXXX, Thank you for your inquiry and for your business with Navient. 
Unfortunately, due to system limitations, we are unable to provide this information online at this time. However, you may contact us through XXXX of the below methods to request this information. 
If we may be of further assistance, please visit our website at Navient.com. Or, you 're welcome to call us toll free at XXXX. We 're here to help you Monday through Thursday, XXXX to XXXX and Friday XXXX to XXXX ET. 
Sincerely, XXXX, Your Navient Email Representative -- Original Message -- From : XXXXDate : XXXX/XXXX/2015 XXXX PMTo : XXXXXXXXSubject : Response - Other [ BSS XXXX ] [ BSS DATE=XXXX/XXXX/15 ] Account No : XXXXI am trying to find out how many years I have left of repayment, or my repayment schedule, or virtually anything about which repayment plans I am on. All of this information used to be on the XXXX XXXX site, but for some reason is not available on the Navient site. Why am I not able to access basic information about my loans? 

Here is another email I sent : Dear XXXX, Thank you for your inquiry and for your business with Navient. 
Because the monthly payment amount fluctuates as the variable interest rate of your loans changes, the amortization of your loans will also change, rendering the previous information inaccurate. In addition, the application of payments to principal and interest is not predetermined. This means that since interest accrues daily on the unpaid balance, the number of days between payments determines the amount applied to interest from each payment. For this reason, we do not provide amortization schedules. 
If we may be of further assistance, please visit our website at Navient.com. Or, you 're welcome to call us toll free at XXXX. We 're here to help you Monday through Thursday, XXXX to XXXX and Friday XXXX to XXXX ET. 
Sincerely, XXXX, Your Navient Email Representative -- Original Message -- From : XXXXDate : XXXX/XXXX/2015 XXXX PMTo : XXXXXXXXSubject : Response - Having issues with the website [ BSS XXXX ] [ BSS DATE=XXXX/XXXX/15 ] Account No : XXXXI need to see what my payment schedule is going to look like over the life of the loan. XXXX site used to show this.