Consumer complaint received 2019-08-04
Company: Navient Solutions, LLC.
State: CA
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: Problem with personal statement of dispute

Complaint:
My problem is with a debt servicing company called Navient. I took out three parent student loans for my daughter. I was told at the time of each of the loans was taken that the payments wouldn't begin until some point after she graduated and that I would be notified of the payback start dates. After she graduated I was waiting to hear. I expected to hear from some place such as Dept of Education, FAFSA, FSA etc. I never heard from any one until early XX/XX/XXXX when I received a phone call from a place called Navient saying they were servicing my debts to the Dept of Education. They informed me that the payback period had started at the beginning of XX/XX/XXXX and that I was 90 days past due. I explained that I was totally unaware of this and had never heard of Navient and had never been informed of the start date. They said they would reset the start date for XX/XX/XXXX. In the meantime I happened to look at my credit report in preparation of a new unrelated loan I was considering taking. At this point I discovered that Navient had reported me as being 90 days past due on each of their three loans. The people who do the credit reporting at Navient do not take phone calls you have too send a letter. I sent a letter asking how is it right for me to be held responsible for being 90 days past due when I had never heard from them or anyone else prior to the XX/XX/XXXX phone call. They replied without response to the question only saying that the report was accurate. I tried talking to the people who take general calls but they are not authorized to make any decisions or corrections in the reporting area. I filed a complaint with XXXX XXXX and they contacted Navient who again stated that the report was accurate. I appealed to Navient with a second letter once again asking about the lack of initial notification and received the same response as the first time. All they were doing was sending notifications to me on their website but since I was totally unaware of them I had never activated this place on their site until XX/XX/XXXX Obviously my credit was good enough for them to grant the loans in the first place. In XX/XX/XXXX my score was XXXX. In the spring of XXXX it was in the high 700, s as I was preparing for retirement. That was the last time I looked at my score until XX/XX/XXXX when it was just barely above 600. Anyone with access can see that besides this issue with Navient there has never been so much as a single late payment ever or any other derogatory issue. It should also be obvious to Navient that I never set up my account with them on their website until after I heard from them in XX/XX/XXXX. They didn't have any problem getting a hold of me in XX/XX/XXXX why didn't I hear from them last fall to let me know it was to start in XX/XX/XXXX. I don't understand why its so blatantly obvious a mistake was made, they could retract the negative reporting with a couple of clicks, but refuse to do it. If you want to see any of the documents, letters or anything else let me know I'll be glad to send them, I have a stack a half inch thick.

Company response to consumer: Closed with explanation