Consumer complaint received 2016-07-19
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC. (ID)

Complaint:
I have several loans serviced by Navient Student Loan Company. I have made on time interest only payments for 3+ years. Recently my husbands family offered to help pay off my loans. 
On XXXX XXXX, 2016 I began the process of researching how to pay off the loan I have with Navient. On that day I spoke with a man named XXXX ( extension XXXX ) who informed me that an offer of a settlement of 90 % is often accepted as a pay in full amount. After speaking with my investors I called back on XXXX XXXX and spoke with a woman named XXXX ( extension XXXX ) and made an offer of $ XXXX which is about 90 % of loan. 
As part of this process, XXXX of their representatives contacted my father, who is the co-signer on my loans in order to verify his status, and at that time he was informed that there might be a negative impact on his credit rating since the loan was being settled for less than the original amount ( s ) borrowed. 
On XXXX XXXX XXXX called me back and informed me that there was a counter offer made of a co-signer release. At that time I told her I would need to again talk to my investors and see how they would like to proceed. After a short time I called back to get more details of this co-signer release. This is how we come to the conversation I have a complaint about. XXXX XXXX, 2016 at XXXX I called and spoke with a man named XXXX XXXX XXXX XXXX XXXX ). I asked if he could please explain why what a co-signer release means and why it was not a one time pay in full to which he replied " can you please hold and I 'll look into it? '' I agreed to hold and when he returned he told me " I do n't know why she XXXX XXXX XXXX said that, we will accept the {$100000.00} as a one time pay in full. '' I ended the conversation that day with " Okay, I 'll talk to my investors and make sure this is ok with them. Please call me back Monday. '' On Friday XXXX XXXX XXXX called me back and after some conversation I told him that we would like to proceed with this and pay off the loan for {$100000.00} but I would need him to email me the terms so myself and our lawyer could look them over. He then told me that was not possible that all we needed to do was have him read the agreement and I would sign electronically. At this point I let him know I would not be able to proceed until I received the terms via email and he asked me to hold. After a short hold he returned and informed me that this was not as he had been saying, a one time pay in full, but that it was actually a co-signer release. This is where my major concern and complaint comes in. On XXXX XXXX, 2016 XXXX told me {$100000.00} was accepted as a pay in full and 8 days later he revoked that claim and changed it to a co-singer release. 
I spoke with XXXX 's supervisor, XXXX XXXX, and have been told that he reviewed the call and heard nothing that should have lead me to believe this was a one time pay in full. I know this not to be the truth. I am hoping that you will review the call and follow up with me as to what XXXX told me on XXXX XXXX. 
I requested to speak with XXXX supervisor and on Friday XXXX XXXX at XXXX I was able to speak with XXXX XXXX a supervisor at Navient. He informed me that he reviewed the initial call I had with XXXX XXXX on XXXX XXXX and that it was unclear what he was offering. I asked him if he had reviewed the call on XXXX XXXX as I think it is important to review both conversations with XXXX to understand that we were proceeding as a one-time pay in full until the very end of our conversation at which time that offer was changed to a co-signer release and XXXX XXXX said he had not but that the offer of {$100000.00} was not accepted and that their representative misinformed me.

Company response to consumer: Closed with explanation