Consumer complaint received 2018-08-10
Company: Navient Solutions, LLC.
State: NY
Product: Student loan
Sub-product: Private student loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/XXXX around XXXX, I called Navient and spoke with XXXX ( XXXX ) regarding misreported payments to credit bureaus ( all five Navient accounts have been reporting late since XXXX, which has cause my credit score to drop dramatically. ) She said she was going to pass the info along to have my account audited and hopefully corrected. I requested a call back when the situation resolves itself so I can be appropriately informed of what has been happening. She said it could be up to a week before someone gets back to me. 

By XX/XX/XXXX, I had not heard back from Navient. I called around XXXX and spoke with XXXX . I asked if there were any updates since last week after having not received the call back I was promised. I found out some upsetting information from her. Apparently my ( automated ) payments have all been after my cycle date, which essentially means that all of my payments have been late. If I had known that this was going to be the situation, I would never have agreed to set the payment date I currently have ( the last person I spoke to regarding my payment change suggested that I could move my payment date, allowing me to pick whichever date was most convenient for me - never informing me that this would cause me to be " late '' on payments ). I tried explaining this multiple times to both XXXX and XXXX ( her supervisor, who I had to be asked to be put on the phone with ). They were very adamant that the appropriate action was taken to report the account as delinquent from XX/XX/XXXX through XX/XX/XXXX ( I had been cancelling payments from XXXX to XX/XX/XXXX due to a change in my job and was unable to make the full payments at that time ). When I asked why the account continued to be reported as late this entire year when I was having automatic payments withdrawn, XXXX continued to inform me that my payments were being made past the deadline. I was very clear in letting him know that the payment date I chose was never presented as a problem by the last person I spoke to who helped me get back on track with my payment schedule. He then informed me that they would go back and listen to the conversation to see where the confusion might have been and if the employee was at fault. He was also seemingly agitated and began using " loan lingo, '' ex : " Forb '' for " Forbearance, '' that was causing confusion and frustration on my end as well because I was having trouble understanding what he was trying to say in order to connect the dots to solve the problem at hand. It very much seemed like I was an annoyance to him and was trying to get me off the phone at all costs instead of actually helping me to figure out this worrisome situation. He eventually told me that they were definitely going to check into everything and that I should be hearing back from someone within the week. 

By XX/XX/XXXX around XXXX, I still have not heard back from anyone at Navient . 
I called and briefly spoke to XXXX. She gave me the direct number to the rate reduction dept. She transferred me to XXXX XXXX. - wrong dept ( collections ),  who transferred me to XXXX XXXX ( Rate Reduction Dept. ). XXXX said that I should have received a call back by now, so she said she would pass along this info to her supervisor to see if she could get them to call either today or tomorrow from the complaint department. She also said that I should have received a letter that was sent out at the beginning of the month ( which I still haven't received ). 

It is now XX/XX/XXXX, and I still have not received a phone call ( or a letter ) from anyone at Navient regarding this very serious issue. I find it very convenient that they can call at the drop of a hat whenever they need something from me, but when the tables are turned, it is radio silence. I just want accurate ( on time payments ) reporting to credit bureaus from XX/XX/XXXX -  present.

Company response to consumer: Closed with non-monetary relief