CFPB Complaint

Navient Solutions – CFPB Complaint ID 2827817

Consumer Complaint Submission

Date Received: 2018-02-27T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: In XX/XX/XXXX I started repaying my loans. I have always paid more than what I was required to pay monthly. Navient, my loan servicer wasn’t handling my over-payments in a way that I felt best benefited me. So I called and got a run around. I was ultimately provided an advocate.

The advocate failed to get the job done and did little more than hear my complaint. After about 6 months, I called again as my payments weren’t going where I told them to go. The advocate got frustrated with me and then I was assigned a new advocate. At that time I created an automated email to go to the new advocate so that Navient would have a proper list of exactly the locations where I wanted my payments to go.

Flash forward a few months, and I learn that Navient was disregarding the directive emails. I called livid and was assigned a new advocate and this time was promised that they would do what I asked. So now it is early XX/XX/XXXX and my payments are supposed to be retroactively reapplied. I asked for a comparison of before and after application that way I can verify their work. I was told they can do that.

Flash forward a few 10 months, I am told by my advocate that Navient made the proper appropriations and magically my account history is no longer retrievable. I lodge formal complaints and get nowhere. After about 6 months of hem hawing with XXXX XXXX, my new advocate, I am able to retrieve my account history one time online. I look at the history, but nobody at Navient is able to provide me a ledger so that I can compare before and after the changes. Flash forward to late XX/XX/XXXX and I am provided a 147 page PDF of pictures of a ledger that isn’t labeled and I am told that is the best Navient can do. Plus I still can’t routinely access my account history.

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Couple all these problems and it makes for disenfranchisement. Add to that, the fact that Navient doesn’t keep a ledger balance for any student published. They keep it for themselves, but if you want to know to the day what your balance is, you have to guess as even the advocates can’t say for sure. I don’t know if what I owe is accurate. Navient is no longer responding. I have asked to speak to management and at this point I am looking to speak with them or executive leadership. This isn’t how business is supposed to be run.

Company: Navient Solutions, LLC.

State/Zip: TX 754XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2827817

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