Product: Credit reporting, credit repair services, or other personal consumer reports

In XXXX of XXXX, my fianc and I began the loan process to purchase our dream home and later learned that a 90-day late and 120-day late had been recorded on my credit report for XXXX and XXXX of XXXX. I was devastated! 
On XX/XX/XXXX, I spoke with a very nice customer service rep from Navient by the name of XXXX XXXX. Who gave me information at that time of the status of my loans. She stated that my loans had not been protected by the Cares Act because they were private loans. This news was both surprising and disappointing to me. I was not aware that my loans were private loans and I do not recall receiving notices that my loan payment was due. When I checked my loan payment status in XXXX and XXXX of XXXX, the status was no payment due and my loans were in good standing. 
In XXXX of XXXX, it became necessary for my fianc and I to bring his XXXX XXXX mother home from her sisters home to her own home in Indiana and we instantly became her XXXX XXXX  with no plans of ever doing so on our parts. I was then and still am currently her XXXX XXXX  due to my fianc having to work every day. During this time ( XXXX through XXXX of XXXX ), my complete focus became her wellbeing and XXXX XXXX XXXX. She is a XXXX  patient, and my mind and focus were consumed with meeting with her doctors, nurses, certified nurse assistants, social workers, Chaplin. I was managing her medications and scheduling all the medical staff to come visit her on a weekly basis while completing a mandatory online certification to be her XXXX  via XXXX XXXX XXXX Indiana. I felt confident in my mind that my loan payments had been suspended due to the President Bidens Cares Act Law that I was hearing about in the news, I did not have the mind to go online every week to check on the status of my loan payments. 
XXXX XXXX, also explained that I would be eligible to apply for the Public Service Forgiveness, and that I was a qualified borrowers however, I would need to consolidate my current loans. I shared with her that I am not sure that would be in my best interest as that process would double the principal of my loans and what guarantee would I have of getting part or all my loans forgiven in the future. She went on to say that she had no authority to remove the late payment posted to my credit report however, she did back out the late payment for XXXX of XXXX posted on my Navient account. She then forwarded information to my email concerning PSLF and we ended our conversation. 
I submitted a dispute on the XXXX credit monitoring website on this issue on XX/XX/XXXX, with no desired resolution nor change to my credit report or loan status on my Navient account. I made an attempt to log into my Navient account on XX/XX/XXXX and was unable to log in due to a system error. I called and spoke with another customer service rep by the name of XXXX, I explained that I wanted to make a loan payment and asked if I could speak with someone in management concerning a posted late payment to my credit file. She stated that there was no one there that she could connect me to and that they do not have access to anything related to credit postings. I went on to explain to her what previously happened with the late payment posting and she reviewed my payment history and then informed me that my Income Driven Repayment Plan had expired. I explained that I was not aware of that and received no notification of that. She went on to explain that when my IDRP expired, it caused my payment to increase by a few dollars and that my have been why the late payment was posted to my account but, she wasnt sure however, she could not see where I was late paying a regular payment during the months in question. She went on to inform me that she could re-enroll me into the IDRP and that according to my current income, my monthly payments would decrease significantly so, that is what we did and she sent me and electronic signature page to sign and upload my pay documents. XXXX, also apologized for the late payment being posted to my account in XXXX and XXXX of XXXX and said that if she could, she would remove it because she found no basis for it. I informed her that I would make a complaint on the Consumer Financial Protections Bureau and see if I can get some results.