Consumer complaint received 2019-05-23
Company: Navient Solutions, LLC.
State: OH
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
In 2016 received notice that my loans were going to go into repayment, & that I needed to re-apply for a payment plan. I called up Navient to re-apply over the phone as usual because for some reason I could never seem to get into my account online. When the customer service person got on the phone, I told them that I needed to complete my re-application. After getting some information from me & accessing my account, I was told that the only option suitable for me was forbearance because basic deferment was no longer an option. Not knowing there were better programs available, I figured I would apply for the forbearance. However, a few minutes later the representative told me that I was unable to complete my re-application over the phone & that I had to do it online. I told them that I had already completed my re-application for my U.S. Department of Education loans online, & asked if it was the same site I had to go to complete the application process for these loans. I was then told that since I had already submitted an application for my other loans online, that it would be forwarded to Navient also, so there was no need to fill out another one. Little did I know at the time that this was definitely not the case. Several months later I was checking my credit report, & noticed that I was supposedly defaulting on my loans through Navient. So once again, I called them up & spoke to a different representative. This one apologized for the wrong information I had received, & said they would take a look at my account to see what could be done. Then I was told that they were able to process my application over the phone, & that they could back date it so many months prior to this application. However, upon checking my credit report several months later, I noticed that I still had negative marks from Navient for XXXX, XXXX, & XXXX of 2016. So I decided to call them up again & explain the situation & that the last representative I had talked to was supposedly back dating it so I wouldn't have any late payment. This representative then proceeded to tell me that they were unable to correct it because it had already been several months past that time & that they couldn't go back any farther than like 2 months. Aggravated, I thanked them anyways for their time, & hung up. I then tried to dispute the late charges on my credit report, & Navient declined to fix them apparently. So, I called them again & asked who I could speak to regarding fixing these negative marks on my report. I was then told by that representative, that I would have to send a letter to Navient 's credit department along with proof that I had my other student loans deferred at that the time, & ask if they will correct it on my report. I have had nothing but aggravation dealing with this company. All they did was give me the run around everytime I had contacted them, & because of this, their negative marks on my credit report are still killing my credit score. I am probably not the only person out there that has been mislead by this company 's poor customer service department. I just hope they find a way to fix these issues quickly, or hire & properly train some new representatives because this is ridiculous.

Company response to consumer: Closed with explanation