Consumer complaint received 2020-01-29
Company: Navient Solutions, LLC.
State: LA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I have student loans through Navient with approximately {$3600.00} remaining. I currently work at a XXXX   that has a loan forgiveness program and my employer directly sends $ XXXX/year to Navient and in return I work for a year each $ XXXX they send on my behalf. This occurred twice. The first year I never received a bill from Navient as the $ XXXX covered my typical $ XXXX/mo statement throughout the year. The second year I began receiving statements before reaching the next year mark of payment from my employer. I honestly missed the first statement as I wasn't looking for one since I did not receive one the  previous year. I did see a second one that came and I immediately called Navient to inquire about the status of my loan as I thought this was a clerical error. I spoke to a young lady who could not tell me why I was receiving a bill this year and I did not the previous year. She stated she would launch an internal investigation into this and I would receive a report on their findings. I thoroughly questioned her on their credit reporting terms and she informed me that Navient does not report until the account is 90 days late and assured me that I was " well within that window ''. Approximately one month later I noticed that I did not receive the report I was promised. I called Navient and spoke to a lady that informed me that my account was reported that very morning to the credit bureaus. I asked to speak to a supervisor and she informed me that I did not receive a report because " a box wasn't checked ''. I told her that I could pay now and that was never the problem. My only problem was I honestly thought it was a clerical error. She offered a forbearance and I informed her I was never offered that the first time I called and I wish I would have been because I would have done that so that my account would not have hit the 90 day late period. The supervisor was surprised I was not offered this option and agreed that the previous representative I spoke with could benefit from some additional guidance/training. She encouraged me to dispute the reporting and I later did so. I sent a my credit report showing late payment and a very detailed letter explaining what occurred. I was denied the removal of late payment from all the credit bureaus. I feel had I been given accurate information from the first call I made then this never would have occurred. I never attempted to dodge this responsibility and I contacted Navient numerous times throughout this process. My account with Navient is up to date and there is honestly not one single late payment on my entire 7 year credit report other than this one. Navient misled me me from the very first call and I wasn't offered the services that would have given me protection to avoid this very large error. I do not have anything in writing where they admit fault but they did record each call that I made and on XX/XX/XXXX is when I was finally offered what I should have been offered on the first call.

Company response to consumer: Closed with non-monetary relief