Navient Solutions – CFPB Complaint ID 2681158

Date Received: 2017-09-21T00:00:00

Product: Federal student loan debt

Issue: False statements or representation

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: Navient became the servicer of my student loans ( originally taken out through the Federal Direct Loans program and then later serviced for a while by XXXX XXXX ), and since that time I have had several problems with them that required me to call as a result of unclear or misleading communications. In this case, their website has shown for the past two months that I owe {$0.00}, and when I click ” Make a payment ” the amount to pay auto-fills at 0 and just resets itself to 0. However, both my father and I have been receiving calls for the past week with vague messages asking me to confirm my identity ( I did once, by pressing 1, but then the line went dead ) or to log into Navient.com ( which, as described, I ‘ve been doing this whole time ). Today I finally got a call from a live representative, and when we could finally hear each other ( the beginning of the call seemed like the audio was cutting in and out ) I was asked to confirm my last name. I never did that, asking instead why I was getting these calls and how I could be sure I was even talking to a real Navient representative. The representative said she had my account up, and I countered that I was looking at my account and could see no amount due. She then proceeded to tell me that my account was 24 days delinquent, and reiterated this several times after I explained that the website shows no amount due. I refused to confirm my last name when she finally prompted me again, and instead requested that she not call again. I have since emailed Navient about the issue hoping for some clarification but am still waiting for anything beyond an automated feedback message. If I have time at work tomorrow I will try to call their toll free number to see if anyone there knows what is happening.

See also  ALLY FINANCIAL INC. - CFPB Complaint ID 2789402

Company: Navient Solutions, LLC.

State/Zip: WV 265XX

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Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2681158

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