Consumer complaint received 2026-05-12 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: MA

Complaint narrative:
I hold a private student loan that charged off on XX/XX/XXXX following a documented period of financial hardship including XXXX from XX/XX/XXXX through XX/XX/XXXX, and my spouses layoff in XX/XX/XXXX. On the day of charge off I contacted the prior servicer in writing, documented the hardship, offered {$50.00} to {$100.00} per month, and requested hardship accommodation. The servicer demanded full payment with no alternative offered. The account then transferred to Navient Recovery as a charged off defaulted private student loan. Following transfer to Navient Recovery, three issues have occurred. Issue 1 : Conflicting settlement representations. On XX/XX/XXXX, Navients Office of Customer Advocacy issued a written settlement letter offering resolution of the charged off balance for {$9700.00} over 48 months. The letter itself directed me to contact Navient Recovery at XXXX to proceed. I called that number at XXXX PM on XX/XX/XXXX. The Recovery representative denied the offer existed, even as I read the letter verbatim including dollar amounts, payment terms, and issuing department. He stated it would not be honored. I immediately left XXXX a voicemail documenting the denial and emailed XXXX the same day with XXXX specific written questions about the contradiction. That voicemail was never acknowledged. XXXX follow up emails ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) received only boilerplate acknowledgments. The XX/XX/XXXX response arrived within seconds of sending and was materially identical to the prior XX/XX/XXXX response. No substantive answer has been received. Issue 2 : Third party contact. On XX/XX/XXXX, I sent a formal written cease and desist to the prior servicer demanding removal of my mothers phone number from all servicer systems, copied to the CFPB and Massachusetts Attorney General. No written confirmation of removal was provided. Following transfer to Navient Recovery, the same representative left collection voicemails on my mothers phone on XX/XX/XXXX and XX/XX/XXXX, five months after the written notice. My mother has no legal connection to this loan. Both voicemails named the co signer specifically, indicating the caller was aware he was not reaching the account holder. Contact occurred on two separate dates. Issue XXXX : False contact history claims. On XX/XX/XXXX, the Navient XXXX representative left a voicemail stating he had been trying to reach me for the last three weeks with not a single returned call. The loan charged off XX/XX/XXXX. His first documented contact was XX/XX/XXXX, XXXX days prior, not three weeks. One prior voicemail existed before this claim was made. I am requesting written confirmation of whether the XX/XX/XXXX XXXX settlement offer remains valid, confirmation that my mothers contact information has been permanently removed from Navients systems, and resolution of the contradictory representations made by Navient Recovery.

Company response to consumer: Closed with explanation