Consumer complaint received 2023-12-20
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Navient Solutions, LLC. (MD)

Navient now has a loan associated with my account that is past due. I was never aware of this account and have been unsuccessful in trying to get this resolved. 

For the last month my parents and I have been trying to figure out what is going on and have been getting the runaround. Currently they are stating the loan balance is past due and is putting it against my credit. 

Back in XXXX of 2023 while paying on my account I noticed a past due label. While looking into which account was past due I noticed an account number I was not familiar with. For context, my father paid for my first year of school with a loan. The last XXXX years of my education I took out loans and he was my co-signer. My father pays for his loan while I pay for the other three. Those three are bundled into one loan group number. My fathers loan has a separate loan number. After making my monthly payment I called my father to see if he was aware of the past due amount.My father was not aware of the past due amount and was quite confused since he is enrolled in monthly autopay. He proceeds to call Navient and is told that there isnt a past due amount and his account is current. I figured maybe the online systems werent in sync and it was a computer error that would be fixed. 

The next month I go online and pay my monthly bill but dont see anything about the past due amount. On XX/XX/XXXX I received an alert that my credit score had dropped. I look into why my score has dropped and see it states a missed payment on my student loan. That evening I called Navient to figure out what was going on and which account had a missed payment. The customer service rep told me that my loans were all in good standing but another loan that was in my mothers name was the one that was past due. Upset and in a state of confusion I call my parents once again to get answers. My mother proclaims she has never signed for any student loans and both of my parents stated that my father is the only one who took out a loan. I let my parents know that on my next visit it would be best for us to get on the phone with Navient together. 

On XX/XX/XXXX while with my father I called Navient again. My confusion turned to anger rather quickly while speaking with the rep. For starters the loan that is tied to my father was said to have been paid off. That was news to us as he is still enrolled in autopay and Navient hasnt sent any confirmation of the account being closed. The second issue is the loan that is showing up as past due is in my mothers name and I am the cosigner. That didnt make sense to us since my mother never signed or cosigned for any of my loans. Nor could I have been a cosigner since I was teenager with no job during that time. The customer service rep even let it slip and said the company has seen this before where records can get mixed up. Horrified by her statement I asked if we could speak to a manager since this was becoming complicated and confusing. She stated that she would see if her manager could speak with us. The manager would be available in a few minutes so the rep continued to speak with us. We asked her for the account id for the loan that was past due. My father nor I were familiar with that account number. We asked her if she could tell us why my fathers autopayments stopped. She could not give us an explanation for why the payments stopped. After about ten minutes she informed us that her manager was busy and would need to call us back. I left my contact information with her and she let us know the manager should call back within 48 hours. 

After getting off the phone with Navient my father called his bank ( XXXX XXXX ) to figure out why they stopped those monthly payments. XXXX XXXX stated they did not stop the payments to the account but Navient did. While speaking to the customer service representative at XXXX XXXX he also learned his monthly payments were going to the loan that was supposedly paid off. 

Of course the manager from Navient did not follow up so I called them again on XX/XX/XXXX. Once again the customer service representative stated that the past due account was the new account, the one where my mother is the borrower. I ask how I can dispute this and the customer rep states that they can file an investigation into the matter. I was supposed to receive a letter regarding the investigation but havent received anything. The only letter I have received is one stating that an account is past due.