Consumer complaint received 2019-10-24
Company: Navient Solutions, LLC.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
To Whom It May Concern, My name is XXXX XXXX ( DOB : XX/XX/XXXX ) and I have an account with NAVIENT Student loans. 
SSN XXXX I recently had an informative phone conversation with a representative of NAVIENT and was explained why I had late payments reported on my credit score. Back in XXXX of 2018, I requested a forbearance due to hurricane Irma, due to the short time working at my new job and I also learned during the phone conversation with the representative that my monthly payments would be more than $ 300 monthly. I had every intention to start making payments on my student loans in this 2018 year. Earlier in the year I was requesting for my payments to be {$100.00} but I was told the minimum based on my household size and income would be more than $ 300 monthly. At that time I was not able to pay that amount monthly and I told them I could only afford {$100.00} or less. 
Early XXXX I had a death in the family, my grandfather. On XX/XX/2018, two days after coming back from out of the country due to a death in my family, I received an alert in my email that 22 accounts were reported delinquent. As a result, the late payment was reported to my credit score. 
Multiple attempts were made to get in touch with me especially through email however I had forgotten that two years ago, I selected email as my preference for contact and that now I have a new email address that needed to be updated. And that was another reason why I was not expecting mails as well. As soon as I got back in the United States, I attempted to call on a XXXX morning but the office was closed. I attempted again but it was a holiday and by the next day it was already too late. After the delinquency was reported to my credit, I reached out to another representative. I was then informed that my payments were $ XXXX monthly and that it was also {$90.00} and not more than {$300.00}. I told the representative had I known I would have not filed forbearance earlier in the year and I would have already started making the $ XXXX monthly payments. The representative apologized and gave me another forbearance due to misinformation and miscommunication, she had her manager looked at my account to confirm the new monthly of {$90.00}. The payments are set to begin in XXXX 2018. 
I realize that this was not completely a mistake made by NAVIENT ; but rather, a mistake on my end for not remembering the forbearance end date and for not following up to make sure all of my information on file was up to date and accurate. However, after seeking some advice on how to go about the situation, I was informed that creditors, such as NAVIENT have discretion to remove negative reports in certain instances. 
I am not proud of this black mark on my record. I would be extremely grateful if you could honor this request to remove the lateness from my credit report. I am fully committed to maintaining prompt payments and I am open to enrolling in auto-payments if such an option would help with the requested removal. It would help me immensely in securing other lines of credit so that I can further improve my credit score. 
If the lateness can not be removed entirely, I would still be appreciative if you could make a goodwill adjustment. 
Thank You. 
Please let me know if you need any information from me. 
Thank you for your time and consideration, XXXX XXXX

Company response to consumer: Closed with explanation