Consumer complaint received 2017-05-09
Company: Navient Solutions, LLC.
State: AZ
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
In  XXXX  of  XXXX  I entered into a temporary rate reduction program with Navient to lower the monthly payments on my private student loans.  Navient  required a direct debit from my bank account, which they set up to pull {$270.00} per month to be distributed across my private loans. In  XXXX  of  XXXX  I began receiving daily phonecalls from Navient call centers regarding my loans being late, however, each month my payment was pulled from my bank account and recorded in my  Navient  account. This continued for the rest of  XXXX  and now  XXXX  months into  XXXX .     On  XXXX   XXXX ,  XXXX  after months of daily calls from their call center, I spoke with a Navient employee,  XXXX  ( #  XXXX  ). Here are my notes from that call : " She says theres a broken series indicator on the account. She confirmed the full year of my payments posted correctly. She reset the broken series indicator today and checked to see if the late fees were removable. Her supervisor is checking why the account is showing delinquency - a broken series indicator shouldnt do that. She called back - the terms werent extended when the processing was set up  (  in   XXXX   XXXX   ). She says cleanup should take care of both the late fees and the reports to my credit, should take  XXXX  days. Check back in  XXXX  due to holidays. '' On   XXXX   XXXX   XXXX  , I called back to check in regarding the resolution. I spoke with Navient employee  XXXX  ( #  XXXX  ). I explained that my payments were posting correctly but that my account was still listed as delinquent and also that my credit reports were now very negatively affected. She told me her  manager  was going to follow up since this had not been handled properly in the past before it goes to processing. She said she was going to call me the next day around  XXXX , and that the late fees and my credit report would be cleaned up by  XXXX .     On    XXXX   XXXX   XXXX   ,  XXXX  did call back around  XXXX  to say my case was still in process and that they could not provide any written documentation of either the process or the trouble until there was a resolution.     On   XXXX   XXXX   XXXX   a gentleman from Navient 's ombudsman department called me. He did n't give his name or his employee number. He said he was reviewing my case and that  Navient  was decidedly in the wrong, but that there was n't anything he himself could do. He explained tha t Class a nd  XXXX  frameworks are the  XXXX  places my loans are hosted.   The  XXXX  frameworks have different term extensions - Class  XXXX ,  XXXX   XXXX  terms.   So my program shouldnt have been approved in the first place, but it was. He spoke a lot about how my program should n't have been approved, and that when the frameworks were switched in  XXXX  of  XXXX , the system rejected my payment plan, which is why it started marking me delinquent, but that it needed to be reviewed higher up to be fixed.     He added a work order to retract these delinquencies being reported to credit bureaus. The case #  XXXX  for credit bureau retraction -  XXXX , for the Class-framework based loans only, for  XXXX  day  delinquency ( at that time ). He said my  XXXX  loans were only being reported at  XXXX  days late ( at that time ). He said that someone in  XXXX   XXXX  in Indiana saw that my account was set up wrong and reset the program, which is why all my payments were marked late but there was no notice sent to me and no letters in my account to explain.     He said that  XXXX   XXXX , the processing chi ef ( hi s bosses boss ), would look at the judgement. She would be in touch with me to offer a resolution.     He refused to talk about providing written proof of any resolution in process and said that nothing could go in writing until there was a decision made.     Today on   XXXX   XXXX   XXXX  , I spoke with Navient employee  XXXX   (  #  XXXX  ). I mentioned that this has been a problem since  XXXX   XXXX   XXXX   with no notice, and no resolution, and Navient has been called me three+ times per day to collect on loans that I technically was not delinquent on, and now my  credit score  has dropped  XXXX  points. I mentioned that I had been investigating legal action to resolve this issue, and that I would not be making any payments until this was resolved - my last on-time payment was as of  XX/XX/XXXX . He said I should call the Ombudsman department and leave a message, and he supposedly sent a request to the Ombudsman department to review the status of my case since it has not been resolved yet.     As of now all three of my credit reports ( obtained today ) show severe delinquencies for my  Navient accounts, while Navient  has made no effort to offer a resolution after nearly a year of problems, all while I maintained payments on time according to the terms of the repayment plan both sides agreed too. I can not qualify for any further offers of credit in other areas of my life, and I can not get proof of any possible problem solving on their end in writing. I still receive several daily phone calls from their call centers, and also have started receiving threatening postal mail from Navient regarding my account delinquency.

Company response to consumer: Closed with explanation