Consumer complaint received 2015-09-29
Company: Navient Solutions, LLC.
State: MA
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 was a student at XXXX XXXX from XXXX. During this time I used XXXX XXXX as my lender. Once they became Navient I have had nothing but problems. I was on a payment plan from XXXX. During this time I was paying {$310.00} every month and funds went to all loans. Once Navient took over, only certain loans were being paid and others were defaulting. In XX/XX/XXXX I returned to school and some loans were in deferment. During this time I knew some loans had reached their maximum deferment time and I was preparing to do another payment plan. Loans that my mother had consigned were " in deferment '' or so I was told. I was arranging payment plans for the loans my father had cosigned and was going to do a monthly plan as I had done before. As I was checking on his loans I was told not once, not XXXX, but XXXX times on different occasions that my mothers loans were I deferment. Come to find out they were not and her credit report suffered. They did not just tell me her loans were in deferment they also told her they were as well. My father called to give his financial information and was on the phone for an hour. Days later when I called back to finalize they did not have any record of him calling. He had to call again and repeat everything he had just given him. Inconveniencing him for their error. My mother had to call and give her information after angrily stated that she and I had both been told that her loans were in deferment. She also had to call a few times because they did not " have record of her calling ''. Once I finally got things straightened out I made a payment and set up a 14 month automatic payment plan. As the month after I made the initial payment went on I kept getting emails saying I was late on my payment. I called and said that I had made a payment and am on a payment plan to which I was told " yes you are you should not be receiving these emails ''. Then a week later my mother gets a report from her credit company saying her score went down XXXX points due to non payment to Navient. I called them again and they AGAIN stated that I was on a plan and that they can see the payment I made. I asked why our credit was still taking hits even though I have done the right thing and gotten onto a plan and given them money. I was told we would have to contact our credit reporting sites and ask for it to be removed. Further inconveniencing us for their errors! To top it off I can not log in and see the totals on my loans because of " account status ''. I have paid them money! I am on a payment plan! How is it legal to keep people 's financial information from them? This company is terrible and I am looking into legal actions as they have more than once messed up mine and my parents credit report due to their own errors. Their poor business practices need to stop. They can not go on treating people the way they do and not caring that they cause unnecessary headaches.

Company response to consumer: Closed with explanation