Date Received: 2018-11-22T00:00:00.000
Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Consumer Consent Provided to Share Complaint: Consent provided
Consumer Complaint: On XXXX XXXX, XXXX I applied for loan consolidation through studentloans.gov. Navient was my servicer at the time so they processed the consolidation. I selected all existing loans on studentloans.gov for consolidation. I didn’t leave one out. I wanted everything consolidated. On XXXX XXXX I called Navient and spoke to XXXX to cancel the consolidation process due to error in selecting intended servicer. I had selected XXXX XXXX by mistake. I wanted XXXX to service my loans after consolidation. XXXX told me I had a loan summary letter produced on XXXX XXXX informing me of the details of the consolidation. I had 10 days from date of letter produced to make any changes. I was well within the 10 days. XXXX submitted a request to the back office to cancel the consolidation, and informed me I should get a letter in the mail once it has been canceled.
I never got that letter. Instead I got a welcome letter from XXXX XXXX dated XX/XX/XXXX. They had processed the consolidation and completely ignored my request to cancel.
The consolidation didn’t include all the loans as I had originally applied for. 2 separate loans were later consolidated on XX/XX/XXXX. I don’t know why this occured, outside of the original consolidation process, nor was I notified of it taking place until it was finalized. I had called 2 days earlier and spoke with XXXX to have the consolidation canceled and yet the isolated loans still were processed.
I then tried to file a complaint within their site, but to no avail. I called on XX/XX/XXXX and spoke to XXXX, a consolidation loan specialist from Navient. She could not resolve my situation despite confirming my request made weeks earlier on XX/XX/XXXX. XXXX informed me she would submit another request to higher ups.
I also called XXXX XXXX to cancel the consolidation but they could not help me. They told me to call Navient.
All Navient has done is spin me in loops. Give me the phone number to XXXX who would in turn have me call Navient to cancel the consolidation. I can never get anyone from Navient with authority to cancel or resolve my situation on the phone. All they have been able to do is submit requests to higher ups or back office, whom I never get any response from, ever. They have me wait and wait, for nothing.
Company: Navient Solutions, LLC.
State/Zip: MI 494XX
Company Response to Complaint: Closed with explanation
Was Company Response Timely: Yes
Did Consumer Dispute Company Response: N/A
Complaint ID: 3080108
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