Consumer complaint received 2022-05-25 00:00:00
Product: Debt collection — Federal student loan debt
Issue: False statements or representation — Impersonated attorney, law enforcement, or government official
Company: Navient Solutions, LLC.
State: IA

Complaint narrative:
In XXXX, XXXX, XXXX XXXX, manager at XXXX XXXX XXXX XXXX, contacted me repeatedly to collect my student loan debt from their said client, NAVIENT Solutions, who held my student loan. XXXX proposed a {$9000.00} settlement from me on my loan of {$38.00}, XXXX balance, at that time ( it has since accrued over {$2000.00} in interest with my current loan holder, XXXX ). XXXX and I went back and forth several times on the phone negotiating terms. We discussed my financial and personal stressors affecting my repayment at that time ( to include me being between jobs from the XXXX XXXX XXXX ending in XXXX, my father unexpectedly passing away in XXXX, joining the XXXX that XXXX, and having moved unexpectedly three times already that year with more major moves to come ). She offered a lower settlement amount so I could begin paying on it before I left for basic training that XXXX where I would be non-reachable for three consecutive months. She agreed to a {$2000.00} total amount paid in 6 installments to XXXX XXXX XXXX to settle my entire student loan held by NAVIENT Solutions. 

I agreed and paid the initial payment of {$330.00} on XX/XX/XXXX with the remaining installments of {$330.00} due on the XXXX of each month thereafter. XXXX XXXX emailed me a document with the Settlement Agreement of these terms. I paid the entire settlement amount in full and in advance. However, I never received confirmation. I reached out several times to confirm but was unable to reach anyone. Other major life changes and additional losses took precedence and I moved forward. 

Early XXXX, I was contacted by XXXX who had apparently taken over my NAVIENT loan. The new amount ( with interest accrued from the past two years I assumed it was settled ) is now over {$40000.00} and due for payments in XX/XX/XXXX. I informed them of the previous settlement with XXXX XXXX. They had me upload those documents, but ultimately said settlements are not an option and XXXX XXXX was a fraudulent company. 

At that point, I contacted XXXX XXXX to get proof of my final payment on the settlement agreement with XXXX XXXX from XXXX. She was no longer with the company. The new manager, XXXX XXXX, told me my account was locked but he would work on opening it back up to email me proof of payment on the loan agreement. 

On XX/XX/XXXX, XXXX XXXX emailed me the document stating they were happy to let me know they received and posted my final payment from XXXX to my student loan account held by NAVIENT Solutions. It said once the payment was cleared, they would report to their client that my account was settled in full. His contact number was included ( XXXX ). 

The following week, I tried to arrange a three-way call between XXXX XXXX XXXX me, and XXXX. I called XXXX XXXX about a plan to coordinate this with them in the days to come. They have not answered multiple phone calls from me since that attempt to schedule the 3-way call. Their phone robot states it does not recognize my number and puts me on an endless hold. 

I have attached document of agreement, payment confirmation, and loan information.

Company response to consumer: Closed with explanation