Consumer complaint received 2016-08-30
Company: Navient Solutions, LLC.
State: AZ
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
I took out a {$10000.00} XXXX loan to aid in XXXX interview travel in XX/XX/XXXX with a payment term of 240 months. I fell behind in repayment in the mid to late residency and fellowship training. Upon completion of XXXX XXXX XXXX and entry in into the medical work- force, this loan was paid in earnest completing repayment in full XX/XX/XXXX well under half of the loan original repayment term. This loan was repaid through the same servicer, Navient, as my XXXX other federal loans. It was repaid first. I noticed that as I repaid each of the other loans their status on the website changed to " paid in full '' from " in repayment. '' The aforementioned XXXX did not make this change. It continues to be listed as in repayment. I have discussed the the customer service representatives from Navient in an effort to determine why this loan was listed as in repayment, furthermore, I have noticed that this loan has been listed in my credit reports as closed as a write off in excess of {$12000.00} dollars whereas all other loans that were subsequently paid in full are listed as closed and paid in full. This is negatively impacting my credit. 

I have contacted the customer service at Navient on multiple occasions each time with the same outcome, the Customer serice representative s ( CSRs ) of Navient for the division that works with the website and federal loans explain that they have no role in private loans and the CSRs in the private loan division state that they have no control over the way the loan is listed on Navient 's website. On my second attempt to discuss the website listing the loan as 'in repayment, ' the CSR reported to me that both of here supervisors refused to speak to me when I appealed for there assistance with this issue that had proven too complex for the CSRs and then the line suddenly became disconnected. 

As the issue issue above appears on my credit report as a derogatory mark, I have requested the CSRs from Navient 's private loan division to send a letter documenting what they reported to me the found on the phone -- that the loan repayment was complete and paid in full. When I received the letter it was dated XXXX/XXXX/XXXX and it stated, " On XXXX XXXX, XXXX, we received the final payment of {$1.00} for the private student loan referenced above. Once the funds clear, we 'll consider the loan to be paid in full and will notify the consumer reporting agencies of the updated status. '' Thus, after 18 months this {$1.00} payment remains pending clearance and despite the assertions by Navient CSRs the the loan is repaid in full their websites, official communications and reports the the credit bureaus are not reflecting this. I do not understand how this {$1.00} payment has remained uncleared and in limbo fo this long and am requesting assistance as this error has impacted me financially in a negative fashion and I have been unable to get it addressed via Navients Customer service system.

Company response to consumer: Closed with explanation