Consumer complaint received 2020-12-30
Company: Navient Solutions, LLC.
State: VT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
On XX/XX/XXXX ( thus, in the mids of the pandemic ), I got notified through XXXX updates that my credit score dropped by 100 points in one day. I went to see what happened and Navient, the student loan lender, submitted several delinquent accounts. I tried to dispute these through all credit agencies and I called Navient to understand what happened. After I talked to one of the Navient customer service representatives ( XX/XX/XXXX or so ), two days later they submitted additional " nonpayment '' information that lowered my score even further. I called XXXX  and according to the information I submitted to them, they deleted these from my credit report. However, XXXX and XXXX have only updated the information dismissing my dispute. XXXX representatives were utterly rude and patronizing, and when I wanted to talk to their supervisor, one of the rep transferred me to another customer service rep instead. When I finally got to talk to the supervisor, he informed me that all my documentation that I sent by certified mail to their PO Box ( after I was instructed to so ), most likely would not be taken into consideration for the dispute. XXXX, on the other hand, I submitted all the documentation online via their portal but got unsatisfactory results and my credit score remained affected. Now, before all of this outcome with my credit score and XXXX, XXXX, and Navient of course, I need to remark the following. Since I received my XXXX, I was on the search for jobs, but I was not getting any. I kept filling income-driven replacement plans with both XXXX XXXX ( with which I have been in good standing ) and Navient. In XXXX, my payment for both lenders was {$0.00}. This continued throughout XXXX as well. Only once I got a bill from Navient in the amount of {$370.00}, which I could not understand because I was on the income-based repayment plan and no payments were scheduled. I addition, I was on social welfare at the time, as I proved to them through my tax returns and other supporting materials that I have been submitting to this lender ever since I defended my dissertation. Now, I have never received any of these Navient bills that I see listed on my credit report - never! There are amounts from {$1.00} to {$5.00} - which I understand there are 7 accounts opened, and even I thought these were all consolidated, apparently, my documentation ( again and all over again ) did not reach their service. In addition to not receiving or not knowing anything about these " nonpayments '' until they were posted on my credit report, Navient decided to submit these in the midst of the pandemic and the fed. student loan payment suspension ( see attached ) and after I told them that I lost a job in XXXX due to XXXX. I informed all three credit agencies about these issues, but only one was decent enough to remove these from my credit report. The other two play the corporate game of killing the poor and did not even take into consideration any of the documentation that I submitted to them. Thus, hereby, I am seeking help through the Consumer Financial Protection Bureau. Thank you for your time and consideration. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation