Consumer complaint received 2021-10-15
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
I have for years had problems logging onto the Navient account. When I try to log on it locks me out of my account. I also have a problem getting misinformation and incorrect information when it comes to my account when I talk to a Navient representative on the phone.They 'll misstate status of account, what the call is about and give contradictory information. Sometimes this results in late payments. But I believe there is something in the site that prevents passwords from being recognized and you are always prompted to reset or get locked out. 

My co- borrower reached out recently and said his credit had been dropped from over 800 to XXXX because of Navient reporting the student loan he cosigned as late. I went on again, got locked out again, but eventually got in and brought account current. It wasn't late enough to be reported by credit agencies but somehow it hit both our credit. 

When I called Navient to find out what was happening I was met with rude customer service and told the only way Navient handles disputes is by writing to Navient through snail mail and waiting for 30 days for a response. There is no online option. There is no phone or fax number. And no visibility in to the status of your request. Navient actively discourages customers reporting disputes by making it incredibly difficult to access. They don't want to address issues with access to the online site, or with misinformation provided by their agents. The worst part is these delays in terms of online access or misinformation provided by agents actually results in them being able to tack on more penalties and interest on your account. I believe Navient is incentivized to make it more difficult to access account or have clear up to date information because it results in them be able to collect more money. 

An example : Navient Supervisor told me was told that there was no negative reporting on my account on XXXX I asked for proof in writing as part of my complaint that I would have to send to Navient and she said she would send me an email stating that there have been no reporting to mine or my co-borrowers credit. I was told it would be sent to me by XX/XX/XXXX. If they know that it wasn't reported negatively then they can fix it with the bureau themselves instead of insisting I snail mail write a department with no phone number, email or online contact information. 

If there is no negative reporting then why are mine and my co -borrowers credit being impacted? Why can't I get a clear answer? And why must I write an address that may or may not get back to me in 30 days for an answer, when they already have it internally? If she's telling me they didn't report my credit will writing the Credit Dispute department even do anything? It's weird and suspicious. 

Then I was told {$47.00} late payment resulted in the reporting. I would never allow {$47.00} to drop my credit by 76 points! Or my co-borrower 's credit by 150points. If had been able to received accurate information or log on to my account without getting locked out this could have been prevented. The amount of misinformation I was given on XXXX  is a great example of how their agents do their best to misdirect and misinform you and how that only results in a bigger bottom line for Navient. 

It doesn't make sense and I can't get a clear answer from them.

Company response to consumer: Closed with explanation