Consumer complaint received 2017-11-26
Company: Navient Solutions, LLC.
State: CO
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
My account with Navient has been persistently ill handled for more than a year and I would like to seek advice on taking legal action against the company in addition to filing this complaint. Please ask the company to pull the records of these interactions. This complaint is comprised of three serious incidents, cumulatively costing me hours of time and persistent distress. It is worth noting at the outset that there is a very long and cumbersome automated system that one must navigate through each time they call the company. Having to call the company multiple times over the same issues amounts to a total disregard for the time of borrowers, who are supposed to be clients of the company. 

Issue one : incorrect enrolment in rate reduction program with fault admitted by the company. In early XX/XX/XXXX, I enrolled in a rate reduction program with the company. Unfortunately, the employee who set up the program did not set it up correctly. In XX/XX/XXXX I called back and found out that my loans had not been paid and that there were late fees. I was enrolled in a less favourable program than the contract which I had agreed with the Navient employee. I was told this was because the employee was not in the correct department to set up the rate reduction program, and therefore had made a mistake. They apologize that they could not honor the terms of our verbal contract. 
Issue two : incorrect reporting to credit agencies. In XX/XX/XXXX, I called Navient and after noticing on my credit report that they had persistently described my loans as unpaid for a period of more than six months to credit reporting agencies. After calling them they admitted that my loans were in fact current and that I had made all of my payments on time according to the revised rate reduction agreement. They could not provide an explanation for the incorrect reporting but told me that I would need to wait at least 30 days for rectification. 

Issue three : Failure to process payment correctly. Having lost my patience entirely with dealing with Navient and their callous disregard for customer service or integrity, I sought the private refinance of my private loans. In order to do this, the company providing the private refinance provided their corporate account details to Navient and in order to take the payment. Having noticed, that the money was not withdrawn from the account we called XXXX and approximately one week later to ask about the status of the repayment. At this time they said that the payment was fully received and congratulations on paying off my loans. To which I specified that I had not paid off my loans but that it was a private refinance in order to avoid having to deal with their company in the future. In the course of this conversation I asked him for the second time to send me the proof of repayment, which they had not emailed me after my first request when we had given them the payment information. A few days later, I was contacted by my personal bank as Navient had tried to withdraw the sum of {$63000.00} from my personal account, despite confirming on two separate phone calls that they had the correct banking details for the corporate account and that the loan had been paid. Today, I was contacted being told that my loans were late and that I was going to be charged late fees through an automated system. It goes without saying that the proof of payment was never received. 

At this moment, I am going to have to call Navient back, spend more than 1 to 2 hours on the phone, give them payment information that they have already received, get a confirmation number again, request proof of payment again, and then wait to see if theyve actually processed it correctly this time. I can not believe that such a company is empowered by the United States government to handle education loan processing if they were subject to the discipline of a competitive market they would surely be out of business instead they profit by taking advantage of students. I am aware that the CFPB has already sued Navient for similar behaviors and it must be admitted that these issues persist and the cost of the failures being born by borrowers. 

PS I have attached screen shots of Navient reporting of my student loans on XX/XX/XXXX ( showing all paid ) and XX/XX/XXXX ( showing past due amount )

Company response to consumer: Closed with non-monetary relief