Consumer complaint received 2018-01-09
Company: Navient Solutions, LLC.
State: VA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Navient has been contact me stating that I am past due on payments. I have been enrolled in school for the last two years. In XXXX I spoke with a representative on the phone and they did a deferment, without paperwork. However, this past fall ( XXXX ) I started receiving phone calls and notifications that I was past due on payments. I called again and explained that I was still in school. They stated they looked through the " XXXX XXXX XXXX XXXX '' database but that my SSN must be wrong. I 've spoken to two different agents on the phone about this and to one via chat ( I have screen shots ). All have said there is an issue with my SSN. They seem to jump to this answer very quickly. I have reviewed my information with the school and my SSN is accurate. I contacted XXXX XXXX XXXX and confirmed that my school submitted their enrollment/attendance information on XX/XX/XXXX. I asked the first associate I spoke with last week where I needed to send my documents if I needed to have my credit report updated to reflect that I was in school and thus they could not make bad reports on my credit. The individual told me a XXXX XXXX to send it to. I asked what was the business name. They stated it was the Credit Bureau Association. I asked them to confirm this again, they did. I XXXX the XXXX XXXX and find this : Navient XXXX. XXXX XXXX. XXXX, PA XXXX. No indication if that is their credit reporting offices or not. 

I reached out to an enrollment advisor at my school and obtained documentation that I had been enrolled for the past two years. I got onto Navient and tried to upload it, but there was a file size limit. I used their chat option to get in contact with an associate. There was an immense amount of difficulty for the associate to " receive '' my documents via e-mail and only after I stated that I would be happy to wait that they offer to e-mail me directly so I can respond with the documents. I sent it and offered to wait again. I notified the associate that I had cc 'd myself and my father on the e-mail and they came through almost immediately, but that I would be happy to wait as long as necessary. I also asked if I would be receiving a copy of the transcript of our conversation ( a standard for most businesses ) and they stated that they would be unable to do that. I notified them that I took several screen shots so that I can reference it later if need be fore e-mail information, etc. Suddenly, the associate received my e-mail with the documents. They said that it would be " processed '' and that I should receive an update within a week. 

They did not confirm if the information that I sent was adequate, who I would be hearing from, a number for me to call to follow up. I have screen shots of the conversation outlining the immense obstinance there was in assisting me with my concern. This is not the first time that the communication practices with Navient have been far from transparent.

Company response to consumer: Closed with explanation