Consumer complaint received 2024-09-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC.
State: CA

Complaint narrative:
I am disputing the 90 days late Navient reported on all XXXX of my loans to the credit bureaus. This is an error due to the 'auto pay on Their website not working properly, the lack of information on their website regarding 'auto pay ' and the misinformation / lack of information on their website regarding 'the student loan payment pause '. And I am requesting that they reverse/ remove the negative report to the credit bureau that my XXXX loans with Navient were 90 days late. 
AUTO PAY NOT WORKING PROPERLY- each time I tried to sign up for auto pay, the message would tell me my payment will start being deducted from my bank account the next month but when the next month came, my payment did not get deducted so I paid manually and then I tried the auto pay again. The same thing happened the next month, so I manually paid again thinking that maybe there was just a glitch and that it would be working properly the following month. 
PAYMENT PAUSE - Because I thought I was on the student loan payment pause I thought I was just making extra payments to try to stay ahead so after the XXXX attempt at auto pay I thought everything was working correctly now ( XX/XX/XXXX ). 
After a few months ( XX/XX/XXXX ), I received an alert on my credit report that I was 90 days late with all XXXX of the loans that Navient service. I immediately called the Navient representative to see how this could happen when I'm on auto pay along with being on the student loan payment pause, so how can I be 90 days late on my loans. I was shockingly informed that " only certain loans qualified for 'the student loan payment pause ' and that mine did not ''. Nowhere on their website states that the loans Navient service don't qualify for the student loan payment pause. I was then informed from the Navient representative that " since my loan payment is due on the XXXX of each month, I would have to sign up for auto pay after my payment is due but no later than XXXX  days before the next due date '', it does not tell you how to properly set up auto pay on Their website so that's why it wasn't accepting my auto pay but I didn't find this out until the damage was already done. The representative then told me that I could file a dispute with Navient and if they found that their was any error on their part they would reverse/ remove the XXXX  days late on all XXXX of the loans from my credit report. so I filled a dispute with Navient and they said that their was no error on their part and they would not remove or reverse the XXXX  days late on all XXXX of the loans off my credit report. I couldn't believe it for the simple fact that when you sign up for autopay it doesn't tell you to sign up after your due date but no longer than XXXX  days before the next due date, that right there is an ERROR on there part. not to mention no where on their website states that the loans they service do not qualify for the student loan payment pause. 
There's no way possible that I would have let my loans go unpaid for XXXX  days, not even XXXX  day. I've always pay my bills on time. From the lack of information / misinformation on their website my XXXX XXXX dropped around XXXX points Causing me major hardships in my life. it's hard enough out here without XXXX dollar companies misleading and praying on every day working class people just trying to make a living and provide for their families. 
PS I'm sure they're making lots of money in late fees from the lack of information on their website regarding how to properly sign up for autopay and the loans they service not being eligible for the student loan payment pause. 
Navient needs to remove the XXXX  days late on my credit report. and they need to have proper instructions on enrolling in auto pay and they failed to inform borrowers on their website that their loans weren't eligible for the student loan payment pause.

Company response to consumer: Closed with explanation