Consumer complaint received 2017-10-15
Company: Navient Solutions, LLC.
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
In XXXX XXXX, I moved from XXXX to XXXX, TX. I previously had services set up through XXXX XXXX XXXX ( XXXX  ) utilities. After not receiving a final bill, I called XXXX to check on this status of my account. XXXX told me that my account was still active, but that they would close it out and send me a final bill for the account. 

Towards the end of XXXX, after still not receiving my final bill, I called XXXX again for an update. In XXXX or XXXX, I received my final bill from XXXX indicating my last bill was {$500.00}. I did not understand why my bill was so high, so I called XXXX for an explanation. All XXXX would tell me at the time was that the bill was a reflection of the last two months XXXX XXXX and XXXX XXXX usage. I asked how I could have accumulating {$500.00} worth of services in two months, and the explanation was simply that " this is what the meter showed. '' XXXX and I went back for a couple of months regarding validation of this debt, to no avail. I told XXXX I would not pay the debt until I received validation showing where the {$500.00} of debt came from. 

In XXXX or XXXX XXXX, I received a call from Municipal Services Bureau ( MSB ) regarding this debt. MSB claimed they had been trying to contact me since XXXX XXXX regarding this debt. When I asked when they called or if any letters were sent, the response was that they attempted to call but did not leave any voicemail messages. I told MSB my issue with the debt, and again asked for validation. MSB never sent the validation, so I again asked for it. MSB indicated they would send over documents verifying the debt. Instead, I received my XXXX XXXX statement from XXXX indicating that my final bill was {$500.00}. The bill again showed that I had a balance of {$350.00} going forward, and that my last bill balance was {$140.00}. I told MSB this still did not explain to me where the balance came from or how I amassed the debt. 

I contacted XXXX again in XXXX and XXXX XXXX after receiving more calls about the debt. On XXXX XXXX, XXXX, around XXXX, I spoke with another XXXX representative regarding the debt ( XXXX indicates that calls are recorded, so they can verify ). The representative told me about the outstanding debt, and informed me that he would send me document that would definitively clear up where the debt came from. The documents the representative sent me, included with this complaint, are the XXXX and XXXX XXXX statements. The XXXX statement shows that {$190.00} was due. There was no explanation of how the previous balance reflected on the XXXX XXXX statement reached {$350.00} if the XXXX statement said the balance due was {$190.00}. 

I again called XXXX about how the documents still did not explain to me where the debt came from. Finally, this second representative and I were able to piece together the XXXX balance. There had previously been a payment arrangement on the account. When the account was closed in XXXX XXXX, it accelerated what was left in the payment arrangement and made the amount due. In addition, my security deposit was cleared out and applied to the debt. After the acceleration/XXXX balance/XXXX balance were added and the deposit subtracted, the new balance was {$500.00}. This explanation does not appear anywhere in the statements or the documents provided by MSB or XXXX. 

Currently, I have a derogatory collections mark on my credit reports from MSB. As a consumer, I had no way of knowing where this debt came from based on the validation provided by XXXX and MSB. Despite multiple conversations ( all verifiable by the companies ) with XXXX and MSB, no was able to explain to me where the debt came from until I spoke with the second representative on XXXX XXXX, XXXX. My challenge of the debt was valid, as nothing turned over by COA or XXXX explained to me how I amassed the debt. Despite not receiving any written validation of the debt and a valid challenge of the debt due to the information provided, I now have a derogatory mark on my credit report for a collections account. I even attempted to do the right thing and pay off the debt, despite not understanding where the debt came from, all in an attempt to protect my precious credit report. If CFPB will examine the documents provided by XXXX, there is no explanation for the substantial increase in the balance from XXXX to XXXX.

Company response to consumer: Closed with explanation