Consumer complaint received 2017-04-18
Company: Navient Solutions, LLC.
State: GA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
Thank you for taking the time to read and address my concern. In the midst of a tedious process of obtaining mortgage approval, my loan underwriter advised me that their were several 90 day late payments being reported by Navient impeding our process of moving forward. After detailed examination of my credit report I found that Navient has reported 10-90 day late payments! To add further damage, it is being reported across multiple accounts although I have always made one payment to  XXXX   XXXX  and  XXXX . It looks extremely negligent and is extremely damaging to my overall  credit score  and profile. However, the major issue is that all the 90 day lates being reported were on or around  XXXX , during the time I was in an agreement with  XXXX   XXXX  for forebearance. I am not certain as to why that did not transfer over when Navient begin servicing my loans. There were many times I experienced hardship, yet I always remained adamant about contacting  XXXX  Mae/Navient for payment arrangements such as deferment or forbearance. Since then, the accoun t ( s ) ha s been paid off and consolidated.   Being a   XXXX   XXXX   , I valu e education to the utmost. However, it is disheartening to already not be in the highest income bracket and also struggle to achieve home ownership due to late marks reported incorrectly from your previous student loan servicer.   I reached out to Navient upper managment and office of customer advocate to resolve this issue to no avail. They had someone call me and I got the typical statement ... '' do you have your forebearance or deferment paperwork ''. Of course I do n't, that was 3 years ago and I had no reason to keep it. I am sure most people do not have their forebearance paperwork from 3 years ago, and Navient knew that before they even asked.   Navient 's response and handling of this issue is highly finical. You would think that they have some type of incentive or reporting 10, 90 day late payments across multiple accounts. Given that these loans are paid in full and Navient was in the process of obtaining  XXXX   XXXX  loans, one would like to think they would take  the higher road an d give a former customer the benefit of the doubt. Especially, when I am reaching out saying this is really hindering my mortgage loan process. However, it is too much like right and characteristic of a reputable company for Navient to stop reporting this. Now I understand why their reputation for customer service and operations is absolutely horrible. Additionally, this explains their frequent involvement in litigation. For the life of me, I ca n't understand why Navient wants to continue to pad their reputation of how they treat customers. It 's almost as if they enjoyed giving me a hard time, and would love to misrepresent my payment history. My question to Navient is, what are you losing by taking the  high road  like a reputable company would and give a customer the benefit of the doubt? This approach to resolve issues, will eventually become very expensive for them.

Company response to consumer: Closed with explanation