Consumer complaint received 2024-09-11 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC.
State: WA

Complaint narrative:
When I went to check my student loan payment due for XX/XX/year> via Navient online portal, it said I didn't have any payment due. This is all within, I'd say, XXXX to early XX/XX/year>. I kept checking back, and it continued to say I had no payment due. I thought this was accurate after checking multiple times, because my husband 's student loans are on pause though the government and he has no payments due through his servicer. So, I assumed this information from Navient was correct. 

At some point in mid-late XXXX XX/XX/year>, Navient said that they would no longer be holding my loans ( told me via the online portal when I signed in ), and that they had moved my loans to XXXX. I tried to create an account and log in with XXXX to make payment, but it wouldn't let me -- it said something like " we don't recognize '' me/my account/my loans/etc.. I don't quite remember exactly what it said, but, basically, it was saying they didn't have my loans. 

At this point, I have zero access to any of my private student loans. Zero access to see them or pay them, or do anything at all, through either Navient or XXXX ( I logged back into Navient and they were still not there ). They just disappeared from the the portal entirely at Navient, and XXXX has zero record of me. 

So, here we are on XX/XX/year>, and, now, magically, my loans are still with Navient and not XXXX. I can now see all information. Now it says I have an " overdue payment '' and fees associated with the late payment, plus an upcoming payment. Keep in mind : I had *zero * access to my loans, and literally no way to make payment because the loans weren't even listed on Navient -- it's as if I never had a loan at all -- there was zero information at all. Now they are trying to push forbearance/deferment on me, all while harassing the co-signer, but they haven't even called me once to the best of my knowledge.

Now I'm in a financial situation where I can't pay until the next paycheck, because who can afford student loan payments and rent on just one paycheck? That means I'll get more late fees,
they will keep harassing my co-signer until it's paid, " late payment '' goes on my credit report, and now I have to somehow manage two payments for Navient *alone* on one paycheck. These aren't my only loans, these are only a small fraction. 

None of this would've happened if the accurate information was listed. None of this would've happened if I had *access* to pay my loans when they were actually due. How are these practices legal? 

No, I didn't take screenshots. I should have. But the XXXX  of figuring everything out, and spending literally hours to *find* where my loans are to make payment -- it doesn't even matter. At what point is any of this THEIR responsibility? These student loan servicers get away with everything, and we always are the ones to pay for it -- financially, emotionally, with our time, in late fees, etc. I don't want to play these games anymore. It's exhausting.

Company response to consumer: Closed with explanation