Consumer complaint received 2018-12-27
Company: Navient Solutions, LLC.
State: NY
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:
Sallymae / Navient continuously provides incorrect, misleading information on private loans. I have multiple loans with those lending organizations. On this occurrence I fell behind on payments due to fraud that occurred on my checking account.

I called 3 times end of XX/XX/XXXX thru first week of XX/XX/XXXX, with each call experiencing a wait time to speak with a representative that EXCEEDED 45 minutes, thus having to hang up and get back to work.

On XX/XX/XXXX called again to make payments that were past due now, payments to be paid included XX/XX/2018, XX/XX/2018, XX/XX/2018 ( 1/2 ) for a total of {$2000.00}.

The representative stated on the phone the payment would be processed and that she approved the payment schedule for automatic checking deductions, and has assigned all loans accounts as current and paid as agreed. Additionally she stated that my next payment would be XX/XX/2019 for the same payment amount of {$830.00} per month. I left satisfied and happy thinking SallyMae / Navient finally gotten there act together after Years of inaccuracies, headaches & stress attempting to service my loans to remain in my good standing.

Going into the 3rd week of XX/XX/XXXX, my credit monitoring emailed me stating that SallyMae / Navient reported all 4 loan accounts as DELINQUENT. I called into the customer service to see what was going on, today XX/XX/2018.

I spoke to a manager named XXXX XXXX ( is this really his name? ) That refused to listen, research notes or the call that took place on XX/XX/XXXX. After holding him accountable via phone demanding he look into the notes and transactions placed by the representative on XX/XX/XXXX for well over 20 minutes of arguing, noting that he does have the resources and tools to do this while I am on the phone ( was rushing to end the call and move on ) he woke up and noticed that I must be well informed individual and slowly started to look into this information, after a furious 15 minutes of being rude, confrontational and unwilling to assist in their error and demanding an additional {$1800.00} payment.

Overall, XXXX XXXX admitted on the phone that this is what exactly was told to me and set up and that there is nothing they can do to stop the negative credit reporting although this ws the information and set up provided to me on XX/XX/XXXX, & that I must pay an additional {$1800.00} to bring all accounts current to good standing.

I stated that if this information was given to me on XX/XX/XXXX or within that week, that payments would have been paid on the following pay period in full as that was my original plan ( received a small bonus for Q3 ). XXXX stated there was nothing he could do except to file a system complaint.

As it stands my credit reporting is reflecting negative false information, SallyMae / Navient refuse to own their mistakes and take accountability for what was promised and set up on the XX/XX/XXXX call despite the notes reflecting my exact encounter.

I am on a 3 year repayment plan of 1 % ( given high loan volumes ) and do not want to be displaced out of the program due to their errors. Additionally, my credit is being affected dramatically due to their error in which XXXX failed to provide a suitable resolution today.

If proper communication and actions were taken by SallyMae /Navient payment would have been made as it would have been budgeted for. For them to retract the XX/XX/XXXX call and the set up that SallyMae / Navient offered for the next payment date of XX/XX/XXXX, with no payments due XX/XX/XXXX, keep in mind this was not asked of SallyMae / Navient, it was told that this would take place in such perimeters.

In closure this is not the first, the second nor the 10th occurrence with SallyMae / Navient This is a consistent issue with servicing my loans whilst my credit is impacted.

SallyMae/ Navient need to own their mistakes, -keep to what was communicated and processed on XX/XX/XXXX ( as unable to budget differently with various amounts of payments every time they conduct in error ) -Correct my credit reporting not only for this occurrence but for all other occurrences that have transpired over the last 5 years.

-Provide Written documentation on business letter head, date and signed on Behalf of Sallymae / Naivent noting the mistake and actions conducted to rectify those mistakes.

-Provide Written documentation on business letter head, date and signed via certified mail of corrections to all credit bureaus & certified mailed copies to Borrower .

I find it absurd corporations place there clients through such ordeals and that there is no legislation holding these corporations accountable nor any financial relief for the borrowers.

SallyMae / Navient have breached the following laws on several occasions since XX/XX/2004 : The Fair Credit Reporting Act The Fair Debt Collection Practices Act The Truth in Lending Act

Company response to consumer: Closed with explanation