Consumer complaint received 2017-01-23
Company: Navient Solutions, LLC.
State: NJ
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
XX/XX/XXXX, a payment was drafted from my account on the wrong day other than the authorized and communicated date specified by Navient. When I called to inquire, I was assured by a supervisor that the payment was indeed taken out of a different day other than the day that was authorized after listening to the preceding phone call. The payment was refunded as I needed that money for other financial obligations. I then asked the representative when we can schedule the payment to satisfy the loan and continue the auto-pay on the same day every month. The representative explicitly told me that since the loan was ahead of schedule, no payment was necessary for XX/XX/XXXX and the next necessary payment was not due until XX/XX/XXXX, the following month. For the next few months, the payments were made as discussed, however, after about 4 months of making the payment, it appeared as though my payments were marked as late and none of the payments had been applied to the principal. After this financial loss on the strength of Navient 's word, I called to rectify and get an explanation. After getting bounced around with no clear answers, I finally get a supervisor on the phone. Once again, they pull the previously recorded phone calls and again, I was informed that I was in fact given wrong information by Navient. Subsequently, I was told that I will be receiving a follow up phone call from yet another supervisor and after 3 weeks of my following up multiple times a week, I finally get somebody willing to at least entertain a conversation regarding more of Navient 's misinformation. The supervisor went on to explain to me that although I was absolutely and 100 percent given wrong information that resulted in a financial loss, that there is nothing they can do and proceeded to lecture me about how interest works. The exact words of the supervisor at one point in the conversation were " Yes, you were given wrong information. I apologize, however, we ca n't do anything for you. '' There have been numerous reported late payments due to instances like this and although they claim they are sorry for repeatedly giving me misinformation, nothing is done to rectify the situation and the loss is all mine. 

Additionally, I have been steered in the route of forbearance multiple times as Navient 's representatives have very little knowledge and willingness to disclose other payment options. My loan currently has a balance of ~ $ XXXX more than its inception in 2009 due to the forbearances. Also, payments that were received by Navient have been reported on my credit report as delinquent although the payment was made as agreed. 

Navient is extremely hard to deal with and on a regular basis hand out wrong information that causes financial harm to customers. I have been unable to complete my XXXX degree or even get a car loan due to Navient and their practices. There are also more credit inquiries on my credit report than there should be because Navient 's practices have harmed my credit to the point where it is very difficult to find a willing lender for any situation. My credit score and financial well-being has had significant negative impacts on numerous occasions due to the irresponsibility of Navient

Company response to consumer: Closed with explanation