Consumer complaint received 2022-09-01
Company: Navient Solutions, LLC.
State: PA
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 noticed on my credit report that Navient loans could be negatively affecting my score ( this is what XXXX XXXX said was reporting on my credit report. ) After receiving an email from Navient saying my payment was late I called as I have an Income Driven Repayment Plan of {$0.00}. I called Navient ( XXXX ) informed me ( incorrectly ) that my loans are in repayment with a past due of {$220.00} ( 4 days late ) and this will increase with this months payment for a total of {$1000.00}. XXXX was motivated to collect a payment. I informed XXXX of my current IDR. She informed me that it expired and the pause on student loans didnt apply to these loans. I informed her that the IDR is current for {$0.00}. She continued to reiterate the loan was late and the IDR expired. I researched on XXXX and called my other servicer ( XXXX ) who informed me that I am correct the IDR is current and expired on m XX/XX/XXXX. Student aid says XX/XX/XXXX. I called back to Navient as Im trying very hard to repair my credit and keep it in good standing. XXXX of Navient was condescending and borderline rude in telling me that my IDR expired on XX/XX/XXXX. I also received a security alert that my FSA information was changed. I did not give him permission to make any changes to my account yet he changed my name to include my middle initial which I do not use for my loans. I couldnt remove it without losing access until it was confirmed. Also, XXXX assured me he could create a new IDR for my account. I informed him that my other service providers have accurate information and are reporting accurately and declined the offer. Unfortunately, he left me on hold for at least 20 minutes more when XXXX picked up the line saying she was a supervisor and she doesnt know why Im holding for her. I informed her that my IDR expires on XX/XX/XXXX and theyre records are inaccurate and theyre reporting inaccurately to the credit reporting agencies. She told me I was incorrect and theyre not reporting to the credit reporting agencies and my IDR is expired. She asked me to walk her through what I did on Navients website to see that the IDR was still in place. I walked her through it and she informed me that what I was reading was incorrect although she could see that if I proceeded I would be exiting my current IDR. XXXX said that that doesnt mean I have an IDR in place. Unfortunately, I was not speaking to a representative in the United States. In addition, XXXX conveyed to me that other consumers reported this same issue and what she was telling them to send Navient the copy of their IDR or do a recertification. I informed her per their website it says it will recalculate the IDR and it will not take effect until XX/XX/XXXX. I also informed her that as my service provider it is their job / responsibility to report and maintain accurate information. Although, XXXX was condescending as well she informed me that Navient was aware of the issue of IDRs coming over from XXXX but with blank pages at which time I asked if Navient was aware of the issue why are they reporting inaccuracies to the credit bureau and sending out threatening late notices when consumers are experiencing such hardships right now? I confirmed that she said XXXX is the problem not Navient and disconnected the call letting her know I would be filing a formal complaint. In addition, I believe that due to Navients inaccurate reporting on my credit report theyve helped to hinder me from getting a refinance on my car loan which would help ease some of the pinch I feel on y finances. The entire experience was / is distressing and negatively impacted my XXXX.

Company response to consumer: Closed with explanation