Consumer complaint received 2017-01-19
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC. (LA)

In XXXX of XXXX I was received a call from Navient about a payment being late, in which I had a payment plan setup with them on multiple private loans. At the time was paying about {$160.00} to what which was explained to me would cover ALL of my private loans ( including the Smart Options loan ) with them. The payment was schedule to be drafted directly from my checking account, which they explained to me they could not use a valid debit card that was connected to the same account. On this date in XXXX XXXX ( I think it was about XXXX/XXXX/XXXX ) I was informed that my checking account payment did not draft properly, the agent on the line told me to contact my bank and check to make sure I 've given Navient the correct routing and account # s. I followed their request which both the account and routing numbers were correct as given to Navient. My bank informed me that they did not see any transaction being initiated between Navient and my bank. So, the agent suggested that they had to try the bank account again. This issue continued for the next couple of months. Which cause my account to go into up XXXX+ days late. I would get a call every month about the payment not drafting from my bank account an repeat the same process. One agent told me that she would schedule a reminder in her calendar so that she would make sure the payment did n't become late but I never received that call. Finally months later after speaking to several supervisors they accepted the payment with a debit card. To which resolved the issue for a few months. We were on the same payment plan that we were told to pay $ XXXX/month which would cover payment on all private loans including a Smart Option loan as well. So in conjunction with the previous issue, they would pull monthly the {$160.00} until I received a call from Navient expressing to me that the Smart Option loan was delinquent over 60+ days. It was expressed to my wife and I ( she would call in also, she had my authorization to do so ) that the payment plan we were on covered the Smart Option loan as well. This caused multiple loans to become late XXXX+ days which caused my credit score to plummet. It 's truly frustrating because during this process I was working to build my credit so that I could purchase a home in a more safe neighborhood for my young family. I 've contacted Navient on this issue to ask if I could get the late payments remove only to have a supervisor tell me that she could talk with my bank on the phone to verify if the drafts never showed on my banks side. I called my bank and they explained they can not talk with a third party over the phone but they could fax in the information to show proof of sufficient funds and no drafts pulling from Navient. Navient told me they can not receive a fax from a third party. This same supervisor then told me I will have to send a letter in to their office and maybe they will remove the late payments. I 've contacted the Navient office of customer advocate back in XXXX XXXX and I still do n't have a solution for my case. I actually see where they have done a hard inquiry on my credit report around the time the advocate contacted me for some information. At this point they have cause tremendous financial damage and they want to paint it as if I was negligent in my dealing with not paying..