Consumer complaint received 2023-04-07 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC.
State: CT

Complaint narrative:
Yesterday I had a phone call conversation with two representatives from Navient 's customer advocate office who confirmed they are the ones who respond to all CFPB complaints. During the call the representatives directly contradicted their response to CFPB complaint case # XXXX on the matter of their refusal to release my cosigner in accordance with my Promissory Note. 
During their response to case # XXXX Navient stated I was denied cosigner " On XX/XX/2017, you were denied for cosigner release, for one reason. '' and also stated " We have enclosed a copy of the full letter sent to you on this date explaining that you were denied for only reason number 2, missing proof of graduation. ". 
- During my call yesterday, which is recorded, Navient stated their legal department determined that proof of graduation was part of their credit inquiry. But this is simply not true in any industry nor has it ever been outlined by Navient. I asked what other credit criteria Navient imposes and was told that was " proprietary '' information- even though my Notes clearly outline Navient isn't allowed to have any undisclosed requirements not approved by me. 
- More so, in their response to the CFPB case # XXXX they listed all the requirements as : you, the borrower, must provide proof of successful completion of school, be a U.S. citizen or permanent resident, be up to date and have made 12 consecutive, on-time payments of principal and interest immediately before applying, and pass a credit check including income verification when the release request is processed. ". 
- Navient appears to not fully understand what a comma means and if proof of graduation was part of the credit check - the requirements would not have been separated by a comma. But this is because all can see what they are trying to do. For years they stated one thing without ever reading my actual Note and once they figured out they have been wrong and have caused harm, simply can not admit fault and correct their actions as doing the right thing is not allowed apparently. 
- Navient is also refusing to allow me to speak to a manager or equivalent job classification in the advocate 's office and now has all calls forwarded to one " supervisor '' XXXX who has already ended a call mid conversation when he struggles to face factual information he is unable to distort or distract from. XXXX has also stated this morning that, quote, " you have no right to request to speak to a higher authority '' - meaning by his own decree which he does not have the authority to decide that I must only speak with him. Even though he has already proven he has no desire to engage in any sort of factual conversation. 
- Navient, DO NOT, just post a response that you send to the XXXX  Department of Banking. My complaint is here with the CFPB since the conversation placed yesterday directly contradicts a prior response. 
-Navient needs to explain why they either lied to the CFPB in case # XXXX or lied to me yesterday which regardless has now caused great harm to my cosigner.

Company response to consumer: Closed with explanation