Consumer complaint received 2019-12-04
Company: Navient Solutions, LLC.
State: AL
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Since XX/XX/XXXX I have been paying on two Navient private loan accounts over the amount of {$200.00} each month. XX/XX/XXXX and XX/XX/XXXX Navient reported me 60 days pass due and dropped my credit score over 100 points both times. Each time I was told it was because it has been a year and I no longer qualified for the program. Prior to this happening, I received no warning or renegotiation phone call or email. 

Moving forward, I continued to pay on time payments, even after loosing my job only to receive another 60 day pass due payment in XX/XX/XXXX ( score dropped 53 more points ). I contacted Navient and ask them why did they report a 60 day pass due when I have a proof of payment on XX/XX/XXXX. They could not provide me with that answer. I continued to ask more questions about my loan and pay off only to find out that none of the money I had paid the last two years were going towards my loan. I then asked the representative where was the money being credited and she told me I was on a discounted program for people who can not afford to pay the full loan payments to avoid collections. At that point, I asked how much would I have to pay for the full payment towards my loan and she quoted me an amount that was less than {$50.00} more than the amount i was paying. At that point, I asked her to switch me to the program that actually pays on the loan. I made payment arrangements for the end of the month bc I get paid once a month at the end of the month. 

My next payment was taking out my account XX/XX/XXXX with no problem. In the month of XXXX, I noticed that Navient tried to withdraw the payment out my account XX/XX/XXXX, which was not the date that was discussed therefore it was rejected. I called Navient and ask them why was the payment pulled two days early and I was told they cant pull payments at the end of the month. It will have to be between XX/XX/XXXX - XX/XX/XXXX. I explained to the representative what was previously discussed and they told me there was nothing they can do. I then told her to just set the payments on the XXXX of the month. That way it will still be close to my pay period. The representative told me no, she was sorry she cant offer me that program anymore and that I will have to pay 3 months of on time payments before they can set me back on that program. In the meantime while I am paying the payments those 3 months they are going still report me late to the credit bureaus. I immediately ask to speak to the supervisor from then I requested an ombudsman. The ombudsman told me he will review the phone calls and let me know what was actually discussed. The ombudsman never returned my call. Instead he left a note in the account saying he tried to contact me but the phone number on file was incorrect. Even the representative that read his notes agreed that that was bogus reporting bc that was the number we were talking on and the same number I have had throughout the entirety of the loan. I then requested to get the audio calls as proof for myself and I was told that only an attorney can request it in the most condescending way. 

Of course they assumed that I would not be able to afford an attorney and will not fight this but they have destroyed my life. I have been denied for a teacher next door mortgage loan, I have also had a credit card that have been paid off for 3 months to close the account and completely damage my credit utilization on my credit that o worked so hard for. I refuse to pay them until they erase those late payments that I did not deserve. I am desperately in need of help. My score is going down each month and they know there is nothing I can do about it even if I make a payment. Navient is bullies people and they are not in business to help their clients and not mention the poor customer service.

Company response to consumer: Closed with explanation