Consumer complaint received 2021-12-21
Company: Navient Solutions, LLC.
State: MI
Product: Student loan
Sub-product: Private student loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I took out a private student loan in XXXX. I ended up taking some time off from school, my 6 month grace period ended, and I began making payments. I then decided to go back to school. Even as the school semester started, I was still constantly receiving phone calls and emails that I needed to make a payment on my student loan. I called Navient and explained that I was in school, I should be in deferment and a payment should not be required. The Navient representative told me that they did not have records of my enrollment and I needed to make a payment before the due date in a few days or a missed payment would be reflected on my credit report. I didnt really have the money, but I barely managed to scrape it together to make the payment. Shortly after, I received an email confirmation that my enrollment information was received and my in school deferment was retroactive to the start of the semester. I called Navient to request a refund and was told that was not possible. I asked what I needed to do in the future to prevent this from happening every semester. I was told that there will always be a delay at the start of the semester before Navient receives my enrollment information, so as long as I was enrolled with the proper amount of credit hours, I should ignore these phone calls and emails. I always checked the XXXX XXXX XXXX to make sure my enrollment information was correct, and I checked my Navient account regularly to make sure the enrollment information was received and my deferment was approved, and I did as I was told and did not answer the calls or respond to the emails. In the summer of XXXX, I received the same relentless phone calls and emails, and I proceeded as normal. I read all emails, I listened to all voicemails, and all conveyed the same message Ive received for years : your deferment is expiring and you need to make a payment so as usual, I monitored my account to make sure my enrollment information was received. I still called my school to ask when the enrollment information would be released. I still checked the XXXX XXXX XXXX website when the records were supposed to be released, and I still confirmed that my enrollment records were released as planned. Shortly after, I received an email from my credit monitoring company that missed payments were reported on my credit report. I immediately called Navient to ask them why missed payments would be reported. They have my enrollment information, I should be in deferment. It was at that time the Navient representative informed me that my in school deferment option was exhausted. I told the representative that none of the communications I received stated this. This was the start of a very long XXXX XXXX year battle with Navient that continues to this day. During this entire time, I was told different loan terms from every representative I spoke with and I was told to send my dispute to Navients credit reporting division. I compiled the emails and letters I was sent, and circled the statement that my deferment was EXPIRING, not that the option was exhausted. The credit reporting division stated that regardless, payments were missed and therefore they do not need to correct the remarks on my credit report. I continued to dispute the issue. I even spoke with two Navient representatives on XX/XX/XXXX. I asked them to review the communications sent to me before the missed payments were reported, and they both confirmed that none of the communications sent to me mentioned that in school deferment was no longer an option. Regardless, Navient still would not change their remarks on my report. I then reached out to the credit bureaus in an attempt to dispute this. To my disappointment, the credit bureau simply sent my complaint to the company, and responded back with Navient says its accurate so it will stay on your report, but well add the comment that you dispute it. For a while, I gave up hope. However, it was then recommended to me to file a complaint with the XXXX XXXX XXXX. I did so, and was assigned XXXX XXXX as a customer advocate. After going back and forth with XXXX several times, she refused to return any phone calls, and simply emailed back that her investigation into my case showed that during XXXX and XXXX I was properly notified of the fact that my 48 months of deferment were exhausted ( again, different terms than I have been given my other representatives ; this part was incredibly frustrating but not my main point of contention ), and that the remarks would remain. The XXXX XXXX XXXX also threw up their hands and essentially said Sorry we couldnt resolve your issue. Your case is closed but we have noted that you are not satisfied. I continued to communicate with XXXX and requested copies of the evidence she found that I was properly notified BEFORE the remarks were made on my credit report, she refused to acknowledge my request, and never sent her supposed proof. By this point, I have lost all patience. Three and a half years later, I could not believe that even after submitting my proof of the emails I received, submitting the dates I spoke with two representatives who confirmed that in fact I did not receive any notification that my deferment option was exhausted, and requesting XXXX supposed proof that is penalizing me still to this day, nothing was changing, my proof and request for Navients proof against me wouldnt even be ACKNOWLEDGED. I then left voicemails for XXXX, imploring her to do her job, acknowledge the proof that I sent her, acknowledge the proof that two Navient representatives confirmed that I was never told my deferment option was exhausted, or send me her proof that I was properly notified. If she could not/would not do so, I wanted someone else to work on my case. I would have left it alone if XXXX had provided me with copies of anything communicating to me that I could not defer my loans. She still would not acknowledge any of this, and has not sent me any of these supposed communications. Again, I know this to be because they do not exist. XXXX would not acknowledge any of this, and instead told me my request to escalate the matter was denied and my case I was closed. I called out her unprofessional manners for refusing to return a customers phone call, and left another voicemail insisting that she either needs to do her job, or send my case to someone who will, and if necessary I would call every day, even multiple times a day to continue advocating for myself. I would not back down. I then received an email from a separate division of Navient threatening me to drop it, and they will come after me for harassment if I ever called again. This disgusting bullying tactic is not going to deter me. That is why I am requesting your assistance in this matter.

Company response to consumer: Closed with explanation