CFPB Complaint

Navient Solutions – CFPB Complaint ID 3093695

Consumer Complaint Submission

Date Received: 2018-12-06T00:00:00.000

Product: Federal student loan servicing

Issue: Incorrect information on your report

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: In XX/XX/2018, three loans I have with navient come out of my last forberance. I tried for 90 days prior to XX/XX/XXXX to get on a repayment plan that would meet my income level. After multiple calls and financial worksheet submissions, I was told that ” No concessions can be made on my account, as we have your discretionary income as over {$3000.00}. ” My total monthly take home income is around {$3000.00} and i currently pay multiple other obligations every month. After trying to fix figure several times with phone calls and more financial worksheet submissions, I was still told no concessions could be made on my account and the only option I had was to try for a rate reduction program. After asking how that would happen, I was told you only become eligible for this program after your account is past due. I called back several times over the course of the next 60 days trying anything that would prevent that from happening. In XX/XX/XXXX, I was finally allowed to apply for the XXXX XXXX XXXX, provided I agree to auto deduction from my bank account and make three ” qualifying payments ” into the program. I asked what would happen to my account since it was showing as past due. I was told to not worry about it, as Navient does not report anyone to the credit bureaus until at least 90+ days delinquent ( I was around 45 days ) and they ABSOLUTELY do not report while anyone is in a qualifying period for a new rate program. I was told that IF my account was still delinquent after the three month qualifying period, then i would be reported to the Credit Agencies. 6 weeks into my qualifying period, and after a successfully making 2/3 payments, I was reported to the bureaus as being ” severely delinquent. ” I called navient, spoke to a ” supervisor ” who told me this was a processing error and that should have not been reported. I asked what would be done to fix this and they stated they can file a retraction, but it would take a month to process. I asked how I was to know this got done, and was told ” well i will make a note on your account. ” I then asked for copies of the ” notes ” on my account and was told that i could not access them, as they were internal documents and that it was not appropriate for me to have access to my own personal loan records. This was in XX/XX/XXXX. In XX/XX/XXXX I called back to ask what was going on with my retraction, as my credit score has plummeted, I can not purchase a home, move out of my parents home or refinance my car. In speaking with the ” supervisor ” XXXX, employee XXXX, I was told that no such retraction had been made, and further more, she had no knowledge of the program in which i was entered, so therefore she really couldn’t do anything to help me. I asked to file a formal complaint within the company as this was now the third time i was told a retraction would be filed and my credit score repaired, as much as possible, and each time i call to check on the status i speak to someone who has ” know knowledge ” of these issues, even with all the ” notes ” on my account.

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Company: Navient Solutions, LLC.

State/Zip: KS 660XX

Company Response to Complaint: Closed with non-monetary relief

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3093695

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