Consumer complaint received 2021-01-31
Company: Navient Solutions, LLC.
State: MI
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:
I filed a complaint with the XXXX XXXX XXXX ( Complaint # XXXX XXXX in XX/XX/2020 and it is still not resolved - Navient continues to commit unfair lending and repayment practices. I have had nothing but a run-around from Navient. And now they are ruining my credit score. 
They were not sending timely monthly statements for me to pay on my student loan. 
Apparently, they assume that all people have computers and pay their bill online. My computer crashed and I was not able to purchase a new one, and requested that a paper bill be sent to me prior to the due date so I could pay it. That never happened and still hasn't. 
Instead of Navient sending a timely monthly statement, I would receive a past due statement every 2-3 months, which would include late fees assessed. Therefore, I filed the above complaint. How can I pay timely when I don't receive a timely statement? And especially when I specifically requested those timely statements to pay by? 

On XX/XX/2020, in response to my complaint, I received a letter from XXXX XXXX, Office of the Customer Advocate. She stated " your account has been set to receive correspondence via postal mail since XX/XX/2020. You may call me directly at XXXX XXXX with any questions you may have ''. She was incorrect in saying that because I was NOT receiving timely monthly statements to pay by. Therefore, I phoned her back at the phone # she provided 6 times, and left a voice mail for her to return my call each time. Nobody ever returned my call. 

On XXXX, I received another letter from XXXX XXXX, Office of the Consumer Advocate. She admitted that the previous information I received in writing from XXXX XXXX, Office of the Customer Advocate, was false by stating " I would like to provide an additional explanation ... we found that you were still enrolled in electronic billing and we confirmed you were not on coupon books. We have now updated your billing method to be sent as monthly statements via postal mail. '' ( I have copies of all of these correspondences and past due statements with late fees which I will submit at a later date ). However, even though Navient stated that, it is STILL not taking place. 

I am still receiving sporadic statements past the due date with late fees assessed. This practice must be unlawful ; it is certainly unfair. 

Currently, Navient is reporting to the Credit Bureaus that I am not paying my loan, even though they are not complying with our agreement, and what they promised to do. 

How can I pay them timely if they are not sending me timely statements? I can not. They have a scam going which ruins credit scores, and makes them extra money by assessment of late fees. 

In addition, before allowing me to go into forebearance / IDR agreement the last time I needed to, they forced me to agree to waive my Student Loan Forgiveness rights. They recorded this conversation. This does not seem to be a legal practice either.

Company response to consumer: Closed with explanation