Consumer complaint received 2018-09-06
Company: Navient Solutions, LLC.
State: FL
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
This complaint is a follow-up complaint to my original complaint filed last year. All details around this complaint can be found under the following reference number : XXXX My Private student loans are currently serviced through Navient. Throughout this entire process I have received inaccurate information on multiple occassions. Inaccuracies have been received around the payment due, payment amount and forbearances placed on my accounts. I have consulted with Customer Service on NUMEROUS occassions and it seems that the only time I receive any progress to correct information on my account is when I file a formal complain with the CFPB, so I am moving forward with this complaint for the second time. I have provided details of my encounters below and would like your assistance with getting this resolved to ensure that my account is secure and accurate as well as to ensure that my credit score is not impacted by these inaccuracies.

I have identified the following issues with my account : 1. Forbearances placed on my account without no notification to me and without my permission. In XXXX, I requested a forbearance while trying to work with Navient to come up with an affordable payment option and I was advised that I used all of my allowed forbearance for this particular loan. I was notified that I utilized my forbearances from XXXX to XX/XX/XXXX and with this I am no longer allowed to request a forbearance. However, I did not request a forbearance at this time, and Navient should not have placed a forbearance on my account based on the actions they took to resolve my initial complaint from last XX/XX/XXXX under the following number : XXXX. From the representative I was advised that it was recorded in the system as a customer requested forbearance, and I did not put a request in for this. Due to the mistakes made by Navient employees, last year I am still being impacted. Please assist me in resolving this matter with Navient. 

2. Inaccuracies/ mis-information on my account : I am not sure what the actual amount is that I should pay at this time, as I checked my account online and the payments were showing at XXXX dollars for the months of XXXX and XXXX. When I called in to confirm my payment amounts for the month of XXXX, I was advised that it was showing at XXXX, however the agent would investigate and give me a call back in a couple of days. No one ever contacted me back. After a couple of days I checked my account online and it shows that I am now behind 60 days for over {$1000.00}. For your record I have attached a screen shot of my account taken on XX/XX/XXXX at XXXX owed for the month of XXXX 's bill date of XX/XX/XXXX. These constant inconsistencies are causing undue stress since I get different information every time that I call into the 1800 number. I am working very hard to get a handle on my student loans and have been making payments monthly and would like your assistance in getting this matter resolved.

Company response to consumer: Closed with explanation