Consumer complaint received 2020-04-03
Company: Navient Solutions, LLC.
State: NH
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I am writing regarding a student loan with NavientXXXXSallie Mae. 

To my surprise I was notified today by the credit reporting agencies that my student loan with Navient was reported 60 days late on my credit report. I was able to see the reporting with XXXX and XXXX which immediately dropped my credit score by 100 points. I was never made aware that I was delinquent as I have automated payments set up to draft monthly from my checking account. I called the lender after the credit reporting incident on XX/XX/ 2020 to discuss why they did not take automated payment. 

The representative I spoke with was extremely rude and on a power high. She basically said " I got ya '' in a tone of blackmail as a delinquency was reported. I tried to explain that I had an automated payment set up and as far as I know credit reporting on delinquencies for student loans occurs at the 90 day mark. I explained that to the rep in which she said it does not apply to them and that I could dispute the information with the credit reporting agencies. She mentioned that they had tried to reach out to me to make me aware but I never got a call nor did anyone leave me a message. I was contacted back in XXXX to discuss a suitable long term repayment plan with the lender, however I was not made aware that the automated payment expired. I am under the understanding that my loan is being automatically drafted monthly. 

While I had her on the phone, I mentioned that with the Covid-19 Crisis that everyone is now on guard taking care of themselves and loved ones and it is easy to be distracted or not answer solicitation calls at this time. I asked what they had to offer during this crisis in terms of helping us with loan payments and credit reporting. The rep laughed and said it was nothing personal but I needed to make a payment no matter what, crisis or not. 

As far as I know, I should have automated payments set up on my account. I tried to reason with her that this reporting will destroy my credit and any hopes of financial stability during this crisis that is hitting our nation where we need to stick together. I have never spoken to anyone as cold as this rep. Unfortunately, I did not get her name but she paints a horrible picture as a representative of this company, especially during a national pandemic crisis. 
Keep in mind I am currently enrolled as a XXXX XXXX XXXX at XXXX XXXX XXXX University and I am on a limited budget, yet I have automated payments set up as piece of mind. I know that it is money that I used and I am responsible for it, however, what happened was the lender 's mistake or an oversight by me during a crisis we are dealing with. All lenders out there are doing their best to help their customers during this crucial time, yet Navient took it upon themselves to cancel my automated payment without my knowledge, report the delinquency to the credit agencies then treat me like a criminal and demand payment. 
I just made a large payment to make my account current during a time when people have lost their jobs, including myself, and I don't want to risk anymore negative reporting, yet with the drop of 100 points in my credit report I will likely lose many accounts with other creditors due to this derogatory information reported by Navient.

Company response to consumer: Closed with explanation