Consumer complaint received 2015-07-22
Company: Navient Solutions, LLC.
State: AL
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 have been enrolled in autodraft payments for so long that I do not know how long. I signed up for a complete payment autodraft for all of my loans that went to Navient from XXXX XXXX yet every few months, Navient chases me, claiming that I 'm late. Each time I call to pay & inquire how this is possible, they never can or do explain exactly why. So finally yesterday I called, highly frustrated, demanding answers. My account showed that I was less than XXXX $ XXXX past due ... Really?? Why did n't they take the full payment? FINALLY, after being transferred to another rep, the rep told me that I keep showing up as late because my co-signer ( mom ) has been making " partial '' payments on another part of my loan that is NOT on auto-draft. ( FYI -- I knew this did n't seem right because my mom & stepdad are not the type to make " partial '' payments on anything! ) I reiterated that for years, I was supposed to be on autodraft for EVERYTHING and that I had no idea of anyone else paying & regardless, why had no other rep EVER pointed this out to me when I called Navient any of the other times?? I told her that once and for all, this needs to be settled & to put me on autodraft, that I did not want my mom paying for my loans. So -- we went through the steps to set up autodraft for that loan. Then, I requested that the negative reporting be retracted from by credit report. She said that the only way they do that is if it is " their '' fault. I said, " It IS Navient 's fault! I have been on autodraft FOREVER & have bent over backwards to pay you all! I have the money and I 'm trying to give it to you! I have requested for everything be fixed & signed up for autodraft & you all did not follow through. AND, out of every time I have called to settle, NO ONE had ever told me about this mystery piece not included in autodraft that has had only " partial '' payments on it. So, she put me on hold for about 10 minutes to talk to her manager. She returned & said that they could " possibly '' retract the info but that it had to be in writing. She gave the address to their Credit Dispute Bureau & my account # to put on the letter. I immediately wrote my letter, and sent it overnight to them. They should get it by XXXX today, Wednesday. Well, get this -- I talked to my mom about that " Partial payment '' her & my stepdad had been making and she said that they have been on autodraft as well!!! For the FULL amount of {$48.00} on the XXXX of every month -- which is what the Navient rep TOLD them the payment was -- for the past approximate 3 years!!!! ( Btw, my mom said that when they first called, the rep did not want to even take payment from them since it was MY account, even though she, the co-signer, was trying to pay. ) So they 've paid a total of about {$1800.00} at least! So literally, all of my loans have been on autodraft but they keep claiming partial payment when it has been paid in full by both me AND my mom! Further, my loan balance keeps going up! How is that possible when my account has been on autodraft for years? For the full amount due?? Also, since they are actually doing an autodraft for that other amount from my mom & stepdad, and are not disclosing that to me either, are they now going to take that autodraft from the both of us? They are clearly predatory and are reporting my payments incorrectly. And they'e likely been doing this for years but I ca n't go back far in my online history. I also have a friend that is trying to buy a house & says they 're reporting her as late and that she is not. It is currently keeping her from getting approved for a home loan! What they are doing to people is wrong!

Company response to consumer: Closed with explanation