Consumer complaint received 2020-12-07
Company: Navient Solutions, LLC.
State: KY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I have currently been trying to handle an issue with Navient since the end of XXXX and a late payment that was shown regarding the account in XX/XX/XXXX. I have spoke directly with the company numerous times over the passed 2 years file a dispute originally back in XXXX once the first late payment showed. Wrote a letter explaining the conversation with the agent that stating the accounts were currently out of forbearance unbeknownst to my knowledge, I was told there shouldn't be any worry account were only showing a numbers of days passed due and that it wouldn't effect the bureau or late payment status until after 90 days. Unfortunately the way they had the accounts set up between FEDERAL XX/XX/XXXX and DEPT OF EDU loan the representative had mistakenly input the correct forbearance updates and instead place one of the loans within the incorrect month which then had a negative effect of the bureaus and did show late payment reporting. 

Once notified of the late payment I spoke with supervisors about the account and they informed me to file a dispute and write a letter which was completed and sent in. I was told the accounts would be place on hold until further notice of the investigations and they could extend the forbearance timeframe for me until it was resolved. I had stated that once we could get this figured out I would gladly close out account and move on. I never received updates to the accounts of their investigation from NAVIENT but did show the account had been updated to current but late payment was never removed. 

I had made numerous attempts to speak with agents about the payment history and of course every phone called took hours upon end and was told a supervisor would be in touch, which seemed to dragged out with no results. This resulted in the account being place in forbearances again and further investigation without results. It is now XXXX of XXXX and during the time frame and misinformation from numerous call centers reps this resulted in another late payment because they had stated I had ran out of forbearance time. I demanded a supervisor call me directly and needed to speak to someone directly about the investigation. A supervisor had called me and stated that upon phone conversation logs pulled they saw the discrepancy as to what happened with the originally late payment and had requested it be removed which they had requested, but now that there was a new late payment that was considered the XX/XX/XXXX instead of the Dept of Education that they couldn't remove this late payment even though I have called for months and explained what was going on stating that I could and would make the payments I just needed the accounts corrected so everything could report accurately. Supervisor stated that phone calls had been made numerous times a day from their automative system about being past due but I explained that I had spoke with agents about these calls and explained I was told the accounts where supposed to be place on hold while the results of the investigation took place. He stated that even though a mistake was made on there end that I should still keep up with the payment that showed passed due. 

As of XX/XX/XXXX its a blessing and curse at the same time, I finally got in touch was someone willing to take the time and look into everything that should have been done from the beginning. They acknowledge the mistake but said the second late payment was due to my negligence. I expressed that this all originally stems from the mistake back from XXXX and I have made numerous attempts to try and get this handle so we can close out the accounts and move forward with accurate bureaus. I was told by the supervisor that if I didn't agree with the results I could file a dispute but likely would have the same results as to what I was being told on the phone. I currently was over a XXXX credit score that doesn't miss payments and now because mistake it could impact me for the next 7- 10 years. The company has stated there was a mistake they acknowledged the attempts to get the situation handled but wont fully correct appropriately the bureaus that way I can make the payments needed to close out the accounts. 

please see my description as to why I'm filing this dispute. I was told this is my next option or looking into hiring a lawyer to take the next step, appreciate your time and just hoping this helps correct the accountability of the NAVIENT COMPANY.

Company response to consumer: Closed with explanation