Consumer complaint received 2015-05-14
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC. (WI)

Navient ( formerly XXXX ) is not allowing my daughter, the primary borrower, to view her account online because her grandfather, who is a co-signer on a much smaller portion of her loans, is under repayment bankruptcy. Even though I am the co-signer on the majority of her loans and not in any sort of bankruptcy status, because of her grandfather 's bankruptcy, she is not able to access ANY of her loans online. She is completely reliant on the information she receives over the telephone from Navient as it relates to her loans, which often times ends up being inaccurate or contradicted. In example, they will assist her with a payment over the phone, let her know when the next payment is due, and then send me a late notice before that payment date even arrives. When my daughter or I call Navient, no one seems to know what is what, what is where, who is who, and they ca n't ever give us an explanation for blocking her account online, other than it 's because of her grandfather 's bankruptcy status. 
It has been a nightmare working with Navient. When my daughter calls to make payments, it takes forever, they give her wrong information, many times causing payments to be considered late, when she was merely relying on information she was told by Navient! I have had the same trouble. When I call to complain about the situation, I get transferred at least two times, no one can answer my question as to why my daughter ca n't access her account, and I get told XXXX different things by XXXX different people as it relates to the status of her loan. At XXXX point I was even told my daughter does n't have any loans with Navient!! This has become a personal issue for me. When my daughter 's contract with an employer ended, she called Navient to ask if she could put her loans in any type of unemployment deferral until she began working again. They assured her that she could. From her discussion with Navient, she was under the impression that all of her loans were on unemployment. Remember, she is completely reliant on information she receives over the phone. We are never notified by mail of anything, and she ca n't access her account online. We were both under the impression that everything was fine and in place. Turns out only her Federal loans were on deferral. XXXX PAYMENTS WENT BY BEFORE NAVIENT CONTACTED ME BY EMAIL NOTIFICATION THAT HER LOANS WERE IN DELINQUENCY!! They referred to the notice as " Third Notice of Delinquency. '' What happened to the first XXXX notices??? If Navient had notified me that the loan payments were late in a timely manner, I WOULD HAVE MADE THE PAYMENT. My credit rating went from XXXX to XXXX!! My husband and I will likely be denied for refinancing our home as we had hoped just two weeks ago! 
My goal in submitting this grievance is to urge Navient to implement different procedures for handling co-signers who are in repayment bankruptcy and stop punishing the borrower for a co-signer 's personal business. It 's not as if her ( other ) co-signer is not paying his debt - he is! It 's not as if my daughter does n't pay her loans - she does! And it 's not as if I would n't have made payments for her if for any reason she ca n't - I would have! There is no sensible reason that Navient should be blocking information from their primary borrower in this instance, and it needs to stop, and Navient needs to be held accountable for this very poor business practice. Thank you!