Consumer complaint received 2016-10-12
Company: Navient Solutions, LLC.
State: RI
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:
I am a co-signer on my son 's loan. He has been in a XXXX for the last year and is unable to pay his loan. He is unemployed and I am supporting him.So I was forced take his loans over after several deferments. His XXXX sister was XXXX about the same time. I asked Navient to please work with me since I could not afford to pay the full amount due on both kids loans and all our medical expenses. I gave information about my monthly bills and the fact there was nothing left over. I was given a reduced payment and set up auto draft. A few days later I got a collection call. I told the person I had changed the payment. He said, " Sometimes it takes time to catch up. '' Just ignore the bills and calls. The next month I got a letter denying my modification. I called and the awful rep. replied, " Do n't you have medical insurance? '' Looking at your credit rpt you have been able to pay all your bills on time. Much of this was thanks to XXXX. He said you have plenty of money in the bank. There is {$XXXX}! I explained that I XXXX salary. {$3000.00} alone was for the mortgage payment. He was so heartless! I called back later and spoke with another woman. She told me that according to my credit report, I had no mortgage. This explained a lot! She had me scan my bank statements and mortgage statements and said she would send it for a reconsideration review. She asked if they still could take out the auto draft for the reduced payment. I told her yes. I heard nothing for several weeks and started getting collection calls again, even though they took were suppose to take money automatically out of my checking account for payments. When I called back, the first rep. said he knew nothing of this loan payment review conversation and I owed a lot of money. He could not find any notes or scanned documents or any information. Frustrated, I asked to speak with someone who might know about my loan reduction. Finally a supervisor came on and said that he found the information ( after 1 hour ) and did not know what happened. He would look into it and call me back the next day. He never did. 4 days later, I called. I was told my loan was in administrative review and they could not access it. Desperate, I found a bank that would refinance at a much lower rate. I was thinking my issues with Navient were done. They were not. Suddenly Navient reported to the credit bureau that I was 90 days behind on my payments. This was not true. They were suppose to be taking payments on auto draft and I was never 90 days late. I also said, I only missed one payment! I called Navient and again no one knew what I was talking about. I asked about the call that I was suppose to get back weeks before. They told me they called on XXXX XXXX, but did not speak to me and did not leave a message. I left a work number that I was at until XXXX and after that they were told to call me at home. I was waiting for the call. They never called or if they did, they never tried again, according to their records. I asked the rep, who supposedly called, because I would like to speak to him. She did not know the name of the person. She said it was a different office. I asked what the resolution was regarding my payments? They said the person who called did not log notes on, it so they did no know. There there were also no notes about the results of their supervisory review or credit report repair. I also filled out a form for the ombudsman -- they never called. I asked the person who I could contact regarding this. She told me to mail them a copy of my credit report and she would resend this to the ombudsman. They have ruined my credit.

Company response to consumer: Closed with non-monetary relief