Consumer complaint received 2020-05-09
Company: Navient Solutions, LLC.
State: FL
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:
Navient has been the secondary loan servicer for 8 years. Only this year, XXXX, did I discover the misdeeds, mishandling, lies, inaccuracies, that they have done. I was trying to obtain assistance to update my vehicle for XXXX enhancements. I was denied for credit and decided to pull my credit report. I saw there were 5 missed payments on 6 loans. I contacted Navient and requested proof and validation for my loans as I had a loan from an institution I never  attended. They never assisted. I asked for documents bearing my signature, they would not reply to request. Upon checking my report I saw why my assistance was denied. I contacted the servicer and asked them to read the notes based on my calls. They stated I called around XXXX about a bill and set up to do a program. They stated I returned the paperwork but that documents were missing, they couldn't verify what document. After speaking to a supervisor they stated I filled out the paperwork but didn't elect a plan. I said how is that possible when you call you select the plan. Then without any letters or calls to me they then placed over 5 missed payments for 6 loans on my credit report in XXXX. I was then told by another rep that isn't the proper steps to handle that. I asked them to send me the application where they claimed I didn't check a box but they have not responded. They never contacted me about the plan or them damaging my credit. They never sent one notice or made one call. The next correspondence was a call from me after I received a bill because I thought my plan had expired. Per their notations I asked to renew my plan and they did. They never once mentioned anything about my previous plan, any calls, or letters they sent stating anything was incomplete or my plan was never processed. They instead ruined my credit. On top of that I learned they are supposed to send you 90/60/30 day expiration letters for plans. In 8 years I have never received one, only bills and I thought that was the way they communicated that the plan was expiring. They told me no. I have my records from beyond 8 years when Sallie Mae serviced my loans. My interest rate has skyrocketed after questioning the representative I learned that they start the clock for programs as soon as you elect it. After 30 days even if it takes them longer than 30 days the plan defaults, you start over and they then compound your interest. Since they have never sent out 90/60/30 expiration letters, by the time they send the bill it's a month before the payment is due so for 8 years they have been doing this knowing that the process for being approved for a plan can take over 30 days thus I will default the previous plan which will allow then to compound the interest then approve me for a new plan and do it all over again. One of my loans is higher by {$3000.00} more than the original amount because of this, yet with Sallie Mae they never engaged in fraudulent tendencies and compounded interest. I complained even for my plan in XXXX that they sent no letters, they have no proof of letters sent to their portal. I only learned this year the way they SHOULD conduct loans and they have not followed that protocol. They have addressed the fraudulent loans by erasing the name of the institution but keeping the loan as valid. These people have ruined my credit, affected my health, they have lied, they have not communicated at all and blamed the reason they did not contact me in XXXX about the supposed lack of a checked box due to not having my correct number or address when I know that was a lie and they were able to send a bill 6 months later and I immediately called. If you review their notes it's always me calling after receiving a bill, not after a notice or an informative letter on the status on any loans. I have gone through the credit reporting agencies, I have even reported that their communication was null on their end and they have not provided any documents. I would love them to produce the original, unaltered documents showing I filled out everything but didn't elect a plan that I called in for. I can not express all that I have learned and how bad and damaging it has been to me, my life, and my credit. I am glad I've learned all that I have but at the cost of me not being approved for a XXXX upgrade. I want proof of validity of my loans and not by erasing institutions. Not by lying about the amount disbursed when a different amount is printed right above it on the same letter. Every student loan website has incomplete information and doesn't position me to sue or provide exact dates or amounts because they themselves don't have it or it's inconsistent.

Company response to consumer: Closed with explanation