Consumer complaint received 2017-01-29
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Navient Solutions, LLC.

Complaint:
Good afternoon, I have a loan with Navient- it started as a loan with XXXX . XX/XX/XXXX I took out just over {$26000.00} to attend XXXX XXXX XXXX college. Since that date, when I have paid back just over {$23000.00} combined between interest and principal. As of today I owe just over $ XXXX so even if I were to be able to pay it off completely today it would amount to {$39000.00} in interest on top of principal. I have XXXX loans combining this amount, XXXX with a 5.25 % interest rate which was my first loan that has a cosigner. The second has a 9.25 % interest rate, both variable- yet they have never varied. I tried communication through their " e-mail us '' option as I was tired of the XXXX red-tape. I was even told by one phone conversation that never in the employees time has he seen XXXX lower an interest rate. E-mailing through their website proved to be just as useless. I decided to look at their annual report to see where I could find the names of Board of Directors and an address of a corporate office. I found such an address and stated in one of my on-line e-mail conversations that I would be sending letters there, in which they replied that it was not an official address of Navient. So I was lied to. My true desire is to renegotiate the amount I owe as I can not come to terms paying well over 100 % of the principal on a non tangible good. From that communication I insisted I be called be somebody in their corporate office, this too proved to be fruitless as the woman basically explained it was my fault the loan had reached such a high amount. As well as the school should of better explained it to me, when I was XXXX apparently. I had noted that from reading their annual reports that they reported XXXX in dividends for the year XXXX and how it was fair that I must pay {$450.00} dollars a month while they apparently have so much money they can pay XXXX in dividends as well as a CEO taking in over XXXX a year in salary- in which her reply was " that is just political ''. 
- Most recently I field for a co-signer release as I now make nearly $ XXXX a year, although after deductions of over $ XXXX and my {$450.00} a month to Navient- it is not an impressive salary. I filled out the release form in which one of the requirements was to provide proof of income- in their denial letter that had XXXX rejection reasons, not providing proof of income was one of them. I e-mailed them asking how that could be a reason and where my pay stub that contains sensitive information went too. They also require me to provide proof of graduation, this I never officially did due to the fact of the overwhelming debt burden I had to go to work full time and then some. I just bought a $ XXXX home myself and they are telling me they ca n't release a co-signer. 
- I also find some of their practices to be fraudulent. For many months as i logged into the website it showed my account had a XXXX due balance, although my statements proved otherwise. I was a business student so I knew to continue to pay the statement amount or face credit disaster or apparently aggressive debt collection that my state of Connecticut is suing against. When I questioned them on this matter they stated that my account never showed the XXXX due balance and just like that it was back to normal- after my notification. In hind sight I probably should of come here first. Although I took screenshots of the XXXX due balance and copies of my e-mail correspondence although those could be subpoenaed if it escalated to that point. 
By no means am I trying to get out of paying a debt, I expressed this to them and wish to settle- I asked to do so. So I emailed and they gave me a phone number to call stating I could use that to settle, upon calling that number ( all in e-mail backup of this ) - they stated they do not settle loans. But I stated, you sent me an e-mail stating you do.

Company response to consumer: Closed with explanation