Consumer complaint received 2022-04-29
Company: Navient Solutions, LLC.
State: TN
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
XX/XX/XXXX To whom it may concern : Regarding Account Number XXXX During the later part of last year, I XXXX  XXXX XXXX and was XXXXXXXX During that time, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, but unfortunately the calls keep coming in from your collections department as it related to my student loans. I was able to take one of the calls and spoke with a very nice lady who advised me of the status of my accounts, and I advised her that I was currently XXXX XXXX XXXX and I was not working because of the XXXX I was told not to worry, and all my loans would be placed in a forbearance status and would be caught up. I was also advised that all my loans were being transferred to a new servicer sometime around the first of this year and I would receive a letter explaining. I hung up the phone and focused on my recovery assuming thinking everything was fine. The calls stopped and I did receive an email indicating that my forbearance had been approved and to be honest that was the last thing I heard from Navient on my accounts until I received a notification from my credit monitoring application on XX/XX/XXXX and a call from my Veterans home loan officer advising that three of my student loans had been flagged as 90 days past due. I told her that those loans were placed in forbearance status due to the fact I was XXXX with the XXXX XXXXXXXX XXXX. I immediately called Navient and spoke with XXXX on XX/XX/XXXX and explained my situation and he brought my loans current and said he would email me the information I needed to send this letter to your department. I did receive the email but was still very upset about my home loan being placed on hold because I was told that all my student loans were in a forbearance status, and I didnt need to worry about anything. 
I do need to point out that I received no communication from you telling me there was a problem that I needed to address and fix. I am upset because I was in the XXXX XXXX XXXX XXXXXXXX so incredible XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and take one of the many in bound missed calls, I was told by the representative that called me that all my loans would be brought current, and the loans would be placed in forbearances status, and I was not even given the opportunity to work with Navient to fix this issue because I didnt know an issue existed. I called back and requested to speak with a supervisor and was reluctantly transferred to a team lead ( XXXX XXXX on XX/XX/XXXX ) and after explaining my situation again he was not interested in resolving my problem at all or even taking ownership of the issue but did admit that there was fault with the communication from the representative that had contacted me in the XXXX  and my loans. In addition, there was some major miss communication as to my loans being transferred to the new lender, I was told by Navient that all my loans would be transferred over the first of the year. When I contacted the new service provider, I was also told they were servicing all my loans. I was very shocked to find that I had three loans that had not transferred to the new lender. Currently my loans are in a hold, and I am waiting on the documents to complete the consolidation of the loans. I am asking that you please communicate to all three credit reporting agencies and please remove the 90-day late payments from my credit reports. I am still recovering from XXXX XXXX XXXX XXXX but more importantly I am trying to make a fresh start by moving into a new home which is now on hold because of this. I Sincerely had no idea that problem existed with my accounts based on the conversation I had in the XXXX and as soon as I alerted that a problem existed. I do understand that this virus has impacted many, but I am asking that you please remove the 90-day late payments being reported to all the credit bureaus. I am just trying to start over and get better from after all the hardship of last year. 


On XX/XX/XXXX I faxed the documentation as requested from XXXX and followed up with a phone call to make sure the fax had been received okay. I was told that Navient had received the fax and they were forwarding it to the right department. 

On XX/XX/XXXX I spoke with XXXX in the US call center and advised him that I had been working with a supervisor XXXX on two issues and I would like to be transferred to her. I was told that he would look at the notes and see if could help me and or transfer me to the supervisor. I told him I would prefer to be transferred since I had already gone through the process of speaking with an agent, then team lead and supervisor. Unfortunately, he would transfer to the supervisor I spoken and at ground zero again, explaining everything to a new person XXXX. He then said oh Yeah, we did XXXX the letter something about being in the XXXX we received that on the XXXX and a letter has already been generated stating that my request had been denied. He said you needed needed to send my phone records into support my claim. I told him that I was told to write a letter and the phone records were an option. At that point I asked to speak to a manager at which point I was placed on a hold, and I finally was told that a manager would call me back in 24 to 48 hours and the manager might be on vacation or not in the office. I asked so there is no one that can resolve was told that was the only option. I explained that I have been very proactive and trying to work with Navient to resolve this issue Not less than 2 hours after I hung up the phone> I received a call from XXXX XXXX with the customer advocate department with Navient called advising me that she would be my point of contact and would resolve my problem. She reassured me that the documentation I provided was very detailed and would speed up the process. On XX/XX/XXXX I sent copies via email of all my phone records that showed no calls from Navient except for the calls received from XXXX XXXX as requested. I received an email on the XX/XX/XXXX from her thanking me for the information. From that point on I was told and lead to believe that information was going to be correct on my credit report and based on that information, I was informing my lender. Each conversation I had with XXXX XXXX I asked if there was anything I needed to provide and was told no. She said she was confident that that the information would be removed from my report and would not tell me that if she didnt feel that way. 
Every conversation I have had with a Navient has been one lie after another and the ultimate price has been my credit and home loan being jeopardized. I have never seen anything like this. I never received a call from an manager and after wasting 12 days with the Customer advocate department and providing the burden of proof on my end and being told that the situation would be resolved with XXXX XXXX. I am told that I need to wait another 24 to 48 hours to get a call from a Manager. 


Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX TN XXXX XXXX

Company response to consumer: Closed with explanation