Consumer complaint received 2016-11-25 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Navient Solutions, LLC.
State: PA

Complaint narrative:
I submitted my documents for renewal of my XXXX plan on XX/XX/2016 and again on XX/XX/XXXX. This one I sent directly to an agent who had sent me an email ; ( I was later told by the Dept. of Education Ombudsman 's office that she is an advocate -her name was XXXX XXXX XXXX ) My documents were ignored and no attempt was made to inform me as to whether the documentation I submitted was correct or not. Sometime during the second week of XX/XX/XXXX, I contacted Navient 's Customer Advocate 's office and an agent claimed to not be able to find the documents which I submitted using the provided email address. I also told her the name of the person to whom I submitted the documentation ; still claimed not to be able to find my documents. She advised me to upload the documents directly to my account ; which I did. I still had no response. I contacted the useless and powerless Ombudsman 's office and was told to contact the advocate 's office again. I used the number they provided, which I had used to contact Navient 's advocate department before and when I reached the intake person I was told that I had not reached the advocate 's office ; she claimed not to know whether there was an advocate 's office and then told me she would have to transfer me to an " Account Specialist, '' which I was n't going to tolerate so I hung up, called the Ombudsman again and confirmed the number for Navient 's advocate department. Now, using the same number again, I called and reached the same person. I told her I had spoken to the Ombudsman and I knew that I was talking to someone in the Advocate 's office after she again attempted to deny that is the department I had reached. After telling her this, she changed her story and then said that she routes calls to the " appropriate '' department depending upon the type of account. ( We have a private loan with them that we can afford to pay and this is part of their tactic to harass us ). This time I got an advocate ; he stated that I had to submit additional documents, which I did while I had him on the phone. He said they required the frequency of payment for the income information I submitted for my husband ; I told him what it was and submitted an additional pay stub. I requested his directly line, which I later called to ask how to submit additional income information from a Section XXXX rental ; he never returned my call. I also requested a forbearance but he did not take care of that despite telling me he would. 
Navient, has placed negative information my credit, which I also informed the advocate of and he said he would take care of that, due to their errors in not acknowledging these documents or the forbearance request ; they placed late payment information my credit. 
To this day, XX/XX/XXXX, one month after submitted the documents, nothing has been done to put this IBR through. I had XXXX back in XX/XX/2016 so the income level would probably have brought us down to a {$0.00} payment which they do n't want.

Company response to consumer: Closed with explanation