Consumer complaint received 2021-08-02
Company: Navient Solutions, LLC.
State: GA
Product: Debt collection
Sub-product: Federal student loan debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
My Navient student loan account was put on deferment from XX/XX/XXXX through XX/XX/XXXX. I asked for the deferment as I was laid off due to the pandemic and provided Navient with a copy of my unemployment letter and severance letter. I received the attached letter from Navient advising that I was approved for the deferment and the dates above. I was told that I would received an updated payment scheduled before the end of the deferment period which I did not receive. The document did not contain any caveats which were most recently communicated to me over the phone by a supervisor. The Supervisor advised that my deferment for the referenced account was cancelled because I returned to school in XX/XX/XXXX. My return was with a new loan and should not have had any impact on the existing deferment arrangement. 

Out of nowhere in XX/XX/XXXX, my account was reported at 90 days past due from Navient on my credit report. When I called the agency, I was given the run around as everyone was working remotely and I could not get in touch with anyone higher than a supervisor. I provided them with the letter they provided me, which is also listed in my customer portal. 

I never received a phone call or letter in the mail from Navient advising that the deferment had ended or that I was past due at any time. 

Fast forward, I was only made aware of the delinquency when the 90 day hit my account one week before I closed on my new home. The delinquency caused me to close on the home later than scheduled, my interest rate was increased as well. Additionally, as a result of the delinquency I was declined for a Parent Plus loan for my daughter and this has put her ability to continue with college in jeopardy. I have had my Navient account for 20 years and I have NEVER missed one payment!!!! I had a XXXX credit score at the time of the delinquency reporting.

Naviant has advised that they do not need to contact Customers by phone or in writing when they are past due. They advised that Customers should log online to verify their account status.

Additional issues with the company include : 1 ) My account was placed in e-enrollment without my approval or knowledge.

2 ) Naviant changed the mailing address on my account without notifying me of anything. They advised they received a notification from a central database. Are companies able to do this without confirming with the Customer? I am unsure what address they updated and used as I have not received any communication until I sent my complaint letter.
3 ) I have attached the letter which states my account is in deferment until XX/XX/XXXX. The letter does not have any exceptions or conditions. Based on the pandemic and state of affairs in the world I accepted and appreciated the deferment period.

4 ) I have been unable to speak with anyone in management.

5 ) Upon knowledge of the matter, I quickly resumed payment. I would appreciate the delinquency be deleted effective immediately.

Company response to consumer: Closed with explanation