Consumer complaint received 2023-09-24
Company: Navient Solutions, LLC.
State: TX
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XXXX XXXX XXXX XXXX Previous Address : XXXX XXXX XXXX, XXXX XXXX, XXXX, NC XXXX Current Address : XXXX XXXX XXXX, XXXX XXXX XXXXXXXX, Texas XXXX Navient Loan credit report dispute Loan # XXXX XXXX XXXX XXXX XXXX XXXX Sallie Mae Smart Option Student Loan XXXX Sallie Mae Smart Option Student Loan XXXX Sallie Mae Smart Option Student Loan XXXX Sallie Mae Smart Option Student Loan XXXX Sallie Mae Smart Option Student Loan XXXX Sallie Mae Smart Option Student Loan XXXX Sallie Mae Smart Option Student Loan XXXX Sallie Mae Smart Option Student Loan XXXX Sallie Mae Smart Option Student Loan ISSUE : Dispute Credit bureau report of 60 days late payment reporting on XX/XX/2023 ( See attached document Credit Bureau 60 days late report due to loan ending in XXXX ) Along with other late reporting with remaining 8 private loan noted above. 

It is with sadness and disappointment that I am writing this letter. My experience with Navient since the first day I applied for my first student loan with my ex-wife as co-signer over 5 years ago has been nothing but sheer nightmare, hardship, stress, surmounted cost from damaged credit report, deny mortgage due to bad Navient report, higher interest rate payment on my car note to separating with my ex-wife due multiple issues related to Navient lack of transparencies, inability to assume its mistake of lying to customers, providing wrong information, incorrectly applying payment to wrong loan, charging same loan payment multiple times in one payment cycle and charging late fee while still collecting auto draft payment without raising issue of auto draft scheduled date incurring fees, please see all evidence provided. 

Issue 1 - Wrongful credit report while payment, auto draft, are made based on information received. 

On XX/XX/2023, at XXXX PM central time. I spoke with Navient Representative XXXX XXXX about my account, and she seemed knowledgeable and did confirmed that my account should not have been reported past due because as of XX/XX/XXXX my account was a month past due but payment made brought my account to XXXX. Meaning this reporting to the bureau in Month of XXXX is inaccurate. She even advises that I call in few days and that she will refund all late fee. She even added that she will move my loan due date to align with payment plan date which apparently is contributing to late fee. In a nutshell, Navient knowingly schedule payment plan date outside of payment due date and collect late fees. Know this information should be disclose to client such that if payment plan is schedule far from due date could lead to involuntary late fees. iF clients have this information, they will obviously prefer a payment date that does not incur late fees. 

I would like to start by directly pointing what transpired me to write this letter of credit report dispute. The issue is in reference to loan XXXX  XXXX. For the longest I can recall this loan has been on an auto draft in the amount of {$91.00} and periodically I will call Navient to check to make sure Navient does not need anything from me. About 4 months ago to this day, XX/XX/XXXX, some of my loans were coming out of a repayment plan. I called Navient asking what is needed to enroll back into the repayment plan and how much to set my auto draft payment. I was informed of all that was needed on the call, I then set up an auto draft as always including loan # XXXX. Today XX/XX/2023, I received a notification from the credit bureau showing that my credit score drop about XXXX points one of the reason I was inform was that loan # XXXX was reported having missed payments ; however when I look at my monthly auto draft set by Navient, all my payment seemed have been made. I called Navient to see what is going and no ones can seem to explain what is going on. When I scheduled my payments few months ago, I was never told that loan # XXXX payment is more than {$91.00} and to that point I am not even sure if that is the issue as my payment history show that I was paying exactly the amount due, interest amount, please reference payment history of loan # XXXX. To conclude this first part of my issue with Navient, stuff constantly provided incorrect information, set up incorrect payment plans, no one contacted me or emailed me about payment issue. I almost always call to ask what is going on, but I would think that Navient would have been the one contacting customers about payment and not the other way around where customers are calling to make sure they are not falling behind and not know. Here I am asking that Navient not only remove the recent credit report to the bureau but remove past late payment as these were also similar issues where I was told to make my payment which I did and still got reported simply because the amounts that were being drafted were not enough even though they were the exact amount that Navient reps scheduled to be drafted to satisfy my payment. If these issues are not fixed with the bureau, I will follow a formal complaint with the CFPB, FTC and file a lawsuit for all financial burden the damaged you inflicted to my credit due to Navient inability to be truthful, transparent and own its end of the bargain as related to misleading clients with false information. 

FYI- On XXXX XXXX, I called Navient at about XXXX XXXX Central time and spoke with a gentlemen name XXXX, I have asked for his last name or employee ID. He stated that he is the only XXXX at Navient which I found it hard to believe. Goes to show what customer face day to day when calling Navient. If you pull and listen to the call, I have asked XXXX to confirm that my payment plan set up on XX/XX/2023, call is correct in that all monthly payment are set on an auto draft included loan ending in XXXX. XXXX confirmed yes. I also ask to confirm auto draft amount for loan ending in XXXX. XXXX confirmed {$91.00} which is only about {$.00} more than previous auto draft for loan ending in XXXX. This means that indeed loan ending in XXXX has been drafted correctly in the amount of {$91.00}. I then asked if auto draft for loan ending in XXXX is correct then why did Navient reported 60 days past due on my account. XXXX responded that payment for XXXX and XXXX were not received, and payment made in XXXX was return unpaid. I one find this to be incorrect, one if XXXX and XXXX payment is missing wouldnt payment made in XXXX, XXXX, XXXX, XXXX and large payment on this loan ending in XXXX made on XX/XX/XXXX in the amount of {$310.00} take care of {$91.00} XXXX and XXXX XXXX? in fact when reviewing attached account history, you will noticed that in XXXX payment reverse was put in back of loan after speaking with a rep to set up a payment plan Please note that everything on my account, activities, payment etc are result of conversation with reps as I do my very best to follow their instructions and set up payment plans, auto draft etc. either way account XXXX should not have been reported as all payment on this account are up to date for last 12 month and any missed payment would have been reconcile with large payment in the amount of {$310.00} made through the rep who actually stated that is what I needed to pay. Also based on my account history my payment in the amount of about {$740.00} was processed and withdrew from my bank account on XX/XX/2023. Please see both my bank account record, check record and Navient record showing payment made and processed successfully on XX/XX/XXXX. This goes to show that not only information provided by Navient rep is inconsistent with the expectation and actual action that take place, but also that when there is an issue there is a lack of communication from Navient and I am always having to call to know what is going on. I would assume that before reporting to credit bureau Navient would have made an effort to contact me in the last 4 months, but they did not. Also looking at my account even though I have payment scheduled on auto draft I am incurring late payment each and every months. Could it be that auto draft set on payment past due date incurs fees? If yes, this should be disclosed to client otherwise we are under the impression that we could be a payment date regardless of due date. At least in my case I am charge fees each month for past years which I would like reverse. 

To show so much disconnect among reps at Navient, I called back later today XX/XX/XXXX and here is what was the conclusion from another rep which is makes more sense than all the other reps. Please pull conversation record and check for yourself, XX/XX/2023, at XXXX XXXX central time. spoke with Navient Representative XXXX XXXX. 

On XX/XX/2023, at XXXX XXXX central time. I spoke with Navient Representative XXXX XXXX about my account, and she seemed knowledgeable and did confirmed that my account should not have been reported past due because as of XX/XX/XXXX my account was a month past due but payment made brought my account to XXXX. Meaning this reporting to the bureau in XXXX of XXXX is inaccurate. She even advises that I call in few days and that she will refund all late fee. She even added that she will move my loan due date to align with payment plan date which apparently is contributing to late fee. In a nutshell, Navient knowingly schedule payment plan date outside of payment due date and collect late fees. Know this information should be disclose to client such that if payment plan is schedule far from due date could lead to involuntary late fees. iF clients have this information, they will obviously prefer a payment date that does not incur late fees. 

Issue 2 - issues experience over the years with Navient Many times, there have been disconnect among staff members at Navient. Many times, I have called and seems that each time I am provided different information and wrong information. Reps at Navient actually acknowledged many times that previous reps have be incorrect etc. If stuff at Navient cant speak the same language, I dont know how we the general public are supposed to understand what you are saying. I can truly say that Ive been misled over the years many times over by Navient, which cost many credit reporting and credit issues, high interest on car loan, denied mortgage because of Navient report dropping my credit score to an all-time low. Note, I have 9 loan and whenever a report is sent it may have 9x impact to my credit report. Note on may occasion I have noticed Navient withdrawing payment from my bank and apply 2 payments on 1 loan. I have voiced this issue in the past and Navient acknowledge this unauthorized transaction and always end up saying sorry and apply the extra payment to future loan payment. This practice should be illegal and should have serious implication as most people do not have money laying around for overpayment on a loan. 

Many times, Ive had to rely on the information that is provided by Navient representatives, but seems like no matter how much I try to rely on the information I receive, I must proactively call to check to make sure everything is alight and even then, seems like Navient finds a way to mess up my account, auto draft etc. At this point I have concluded that information receives from Navient going forward is not reliable, it is often inaccurate and leaving customers is a mess and financial hardship. 

With every case there must be evidence and concrete examples. Ok, lets go back to my earlier issue # 1, I called Navient around XX/XX/2023 to make sure all my payments are made and check on re payment plan expiring and set up a new plan. Rep explained everything and ask that I pay about {$740.00} to re-enroll in payment plan satisfying all loans and set up auto draft for all 9 loans. At this point I understood the following, make payment, schedule auto draft and just monitor that payment auto draft. Now we pass the month of XXXX, XXXX, XXXX, XXXX while payment are being drafted as agree, in the backend loan ending in XXXX is being underpay something I did not know, no one called, no email or mail about an under payment if that is even the issue which I am to clear with Navient. Another issue, no one seems to know what is going on when something goes wrong. 

Due to your mistake and misinforming me of payment amount drafted each month if and again if the issue is really underpaying. The issue could be bigger than that meaning that you maybe wrongfully charging amounts and incorrectly allocating them. Either way I am asking that you clean up my credit report and remove these wrong credit report due to your stuff wrong directions and information. Also you will notice that there is no record of someone reaching out to me in XXXX or XXXX about late payment or credit report. Think about this, now why would I pay all my loans each month only to leave out a small amount that is not been drafted from my account? I definitely know that paying loan is to avoid credit report, but seems like here paying my loan auto draft each month sent me to negative credit reporting.

Company response to consumer: Closed with explanation