Consumer complaint received 2020-12-28
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Navient is incorrectly reporting late payments on my account to the credit bureaus. 

The reported late payments which are incorrect are damaging my credit score, causing me financial harm, and preventing me from establishing stability ( housing + employment ) in my life.

I am homeless. Navient was previously reporting a default on my account. I filed a complaint with CFPB. Navient corrected the issue by emailing me an income based repayment form. Prior to the late payments I was also on a $ 0 monthly income based repayment as I was homeless. I submitted the documents Navient requested. Now this is where my complaint is on going. Navient customer service rep # 1 said there is nothing they can do to help me delete the error. I spoke to 3 customer service reps. Finally one gave me information that sounded helpful. He said verbally over the phone that I had to submit the income based repayment form with documents. I had to wait a minimum of 6 months for the account to get back in good standing. Then after that time period I would have to write a letter requesting deletion of the late payments, all this with supporting documentation. I sent Navient a package of documents certified mail. No response from Navient. I called and a customer service rep said they never received my package. 

Navient is reporting late payments to the credit bureaus which is harming me financially and emotionally. I cant get back on my feet due to this error. My credit score is harmed which is preventing me from getting stable housing. All during a stressful period of COVID which finding housing even shelters is very difficult. 

Since 2009 Ive been a victim of crime twice. First time I was a victim of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Second time was own family member ( XXXX  ) upon release from prison stole my social security number and banking information and committed identity theft against me. Both these incidents I am still dealing with today. 

My contact address for Navient is also the address on my real id which Navient also has is the department of social services. The reason my address is the social services address is because I am homeless. Ive been receiving food stamps and general assistance for years. 

During the reported late payments I was homeless, I was seeing XXXX, XXXX, and doctors. All due to XXXX XXXX XXXX from the attack XXXX XXXX. 

I dont have a college degree. I dont have support from anyone. So with my credit score being impacted by this error it is causing me severe harm. 

I submitted online the same documents I mailed Navient via certified mail, the same documents the Navient customer service rep said they never received. 

If you look at my account you will see prior to the late payments I was on a $ 0 monthly income based repayment plan. After the reported late payments I was also on a $ 0 monthly income based repayment plan. The late payments Navient is reporting is incorrect. Nothing changed only Navient is incorrectly reporting my account with late payments during a time period when Ive been homeless and receiving food stamps and general assistance. 

This has been an ongoing issue with Navient where I am being given the run around by customer service reps. No one is helping me. It is unfair to me to be suffering on top of everything Ive been through, to be suffering even more financially due to an error that has yet to be corrected. 

I am asking Navient to review my account history, documentation which includes police reports, and correct this error.

Company response to consumer: Closed with explanation