Consumer complaint received 2022-10-03
Company: Navient Solutions, LLC.
State: MS
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I filed a CFPB complaint XXXX on XX/XX/XXXX stating : " I received an initial letter in XXXX telling me that as of XX/XX/XXXX, my student loans would be XXXX due to total and permanent XXXX. Then I received another letter in XXXX confirming the loans will be XXXX again. XXXX XXXX XXXX loans. XXXX remain with Navient on my credit report and still show open and Navient is still trying to collect even though I have shown everyone I have complained to these letters. Navient is impossible to get on the phone and when they do, they refer you to aidvantage. Aidvantage is not reporting on my credit open loans, Navient is reporting XXXX loans that have been XXXX even though they have been XXXX. Reporting this to the credit bureaus has done nothing. '' Navient called me and told me that the loans would be immediately XXXX after they received the complaint and that no further action would be needed. This was a lie because they then responded to the CFPB complaint by stating : " Thank you for reaching out to the CFPB with your concerns regarding your student loan account. Navient currently services XXXX Federal Stafford Loans for you. Our records reflect that in XX/XX/XXXX, we received notice from XXXX that your request for Total and Permanent Disability Discharge ( TPDD ) was approved. As a result, a claim was filed with your loans guarantor on XX/XX/XXXX. Please keep in mind that Navient has XXXX from the notification date to file the claim. In turn, the guarantor has XXXX from the date the claim was filed to review and pay the claim. Once the claim payment has been received, your balance will be reduced to {$0.00}, and your loans will be transferred to XXXX. You will receive notification of these actions at that time. An update will then be sent to the consumer reporting agencies advising that your loans have been closed and transferred. However, until the claim is paid, your loans will still reflect active balances and remain open on your credit report. Navient reports student loans individually to the consumer reporting agencies. This reporting is consistent with industry standards. If you have an account with multiple loans, youll see each loan reported with its own tradeline. Simply put, a tradeline is a descriptive summary of a particular loans history and status. XXXX  information can include the name of the company reporting the account, account open date, account status ( open, closed, past due, etc. ), balance owed, payment history and narratives. The Fair Credit Reporting Act requires lenders and servicers, such as Navient, who report information to the consumer reporting agencies to do so with accuracy. Therefore, we can not remove accurate information from your credit report. We have updated your credit report to reflect your disputed loans as follows : FCRA direct dispute investigation completed consumer disagrees with the results of the data furnishers investigation. Because you disputed the account information we reported to the consumer reporting agencies, we are required to inform them of your dispute when we continue to send them updates. When we do this, the consumer reporting agencies will place the above narrative on your credit report to reflect that your account was previously disputed Please note that the update pertains only to each open loan noted in your dispute. If you wish to have this narrative removed from your credit report, call or write to us at the Office of the Customer Advocate, po box XXXX, XXXX XXXX PA, XXXX. Please include your name, address, and account/loan number ( XXXX ), and indicate that you wish to have the dispute narrative removed from your credit report. '' It is now XX/XX/XXXX. This means the timeframe mentioned by Navient has elapsed in its entirety. As of today, the XXXX loans in question still show on all my credit reports and Navient has made no effort to update me in this process. By their own admission, the process should be completed by now. I also find it hard to believe that Navient is waiting on any other party because again, the first XXXX loans held by XXXX were IMMEDIATELY XXXX without question or incident. 

Why is it that these XXXX loans have not been XXXX even though Navient said they were on XX/XX/XXXX ( a phone rep confirmed to me during a conversation on XX/XX/XXXX that " as of yesterday '' XX/XX/XXXX the loans had been XXXX and credit reporting would be updated " at the end of the month '' - this is exactly what the rep said in that conversation )? 

Further, why was my CFPB complaint closed before reaching resolution? I feel that the CFPB did not do due diligence in this complaint because they trusted Navient 's word at face value and as we have now seen their word can not be trusted at face value because every time I speak to them their words turn out to be lies. Please direct me to how I should pursue this complaint to resolution. This has become ridiculous. Thank you for your time.

Company response to consumer: Closed with explanation