Consumer complaint received 2016-05-09
Company: Navient Solutions, LLC.
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
Last year, in the latter part of XXXX I became extremely XXXX and because of my illness I was not able to work and I was out on XXXX and i was n't getting a pay check. When I recovered I contacted Navient the customer service to speak with them regarding payment options. The representative advised me that there is an adverse notation that was sent to the credit bureaus however, what she was going to do was back date my foreberance to cover the late payments so that I would be in good standing with Navient. According to customer service my Foreberance was to start XXXX XXXX XXXX to XXXX XXXX XXXX. which would cover the time of the missing payments. The representative also advised that she will send a notation to the credit bureau stating that I was current and up to date so that they can remove the adverse remark on my credit report. I was more than satisfied with my customer service experience with the representative but then it took a turn for the worst. A month later I checked my report and I noticed that. Information was sent to the credit bureaus regarding me not being behind in my payments as promised but, the negative notation was still reflecting on my report. I called customer service and explained to them about the conversation that I had with the representative and I was told that I should write a letter with my supporting documents and I will receive information with in ten business days. I did exactly as instructed and fax over the documentation still no response. I call back and I was advised that I needed to wait thirty days and the representative advise me that according to the documentation I submitted that it should be enough to substantiate my request. I sent a good faith request and supporting documents. i also advised Navient in the letter I am in the process of purchasing an apartment. I waited. I then received a denial of my request letter. I was disappointed because I know what I was told and i was assured that this would be taken care of and it was n't. So after i received my response. I reached out to customer service to request to have documentation on the start and the end date of my foreberance which covered the period of XXXX XXXX XXXX to XXXX XXXX XXXX. the representative at that time said no problem she would put in a request to have that letter sent to me but it would take 30 days. I said fine I waited for the forberance notice to come in the mail. When it does come the notice states that no foreberance would granted at this time, which was wrong because 1, I did n't request a forberance I have been making payments since my forberance ended in XXXX and 2, My request was to receive the documentation from Navient stating the time period of the forbearance that was granted to me from XXXX XXXX XXXX to XXXX XXXX. So then very frustrated at this point. I called again and spoke to a representative who advised me that they would send me the documentation that requested once again. I explained to them the importance of me receiving this information and I do not trust that that they will handle my request in a timely fashion and time is going. I believe they are giving me the run around and this affecting me. I am asking if you can assist me in having Navient follow up on what they say they were going to do. 

I would like Navient to honor my request that I sent in the mail along with a good will letter that i wrote that was promised to me by a representative, to have to adverse notation removed on my credit report to all XXXX major reporting agency, however that is not the only request. I am requesting to have the information regarding my foreberance from XXXX XXXX XXXX to XXXX XXXX XXXX to be sent to me immediately by mail and by email. I would also like a Manager who is able to make decisions regarding my account to call me to resolve this matter.

Company response to consumer: Closed with explanation