Date Received: 2020-05-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Thank you for allowing the complaint to be investigated according to FCRA guidelines. While reviewing the credit report from all major bureaus ; Pioneer Services continues to compromised credit scores along with creditworthiness. Correspondence sent from Pioneer regarding possible collection activity with a series of aggressive options if the response wasn't returned. Made contact and was fully granted Federal Loan Rehabilitation Program. This allowed an amount of five dollars monthly according to income ( please review the attached documents ). Per the company, signed and sent documents as requested. Began payments and remained in compliance pre-COVID-19. According to all major bureaus, Pioneer Services continues to reports delinquent payment history on profile. According to FCRA guidelines, improper use of furnishing incorrect data is illegal to the consumer. While the Credit Reporting Agencies gather this information ; Pioneers illegal reporting will permit the possibility of a series of lines of credit and decline in credit score which deplete creditworthiness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: When the Care Act was passed XX/XX/2020 to suspend payments and interest on student loans. Navient said that I could only have 3 mos of forberance. Where as the Care Act was saying 6 mos of forbearance with the last update as of XX/XX/2020. Why are they saying I have 30 days left on forbearance, instead of XX/XX/2020? Please reply as soon as possible on this matter. Thanks XX/XX/2020 XXXX XXXX XXXX
Company Response:
State: TX
Zip: 759XX
Submitted Via: Web
Date Sent: 2020-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: On XX/XX/2020 I received a phone call from XXXX from Navient I requested to speak with a manager and my request was denied after a very long wait in hold the line was disconnected after the second hold. Same day I received another phone call, this time by XXXX from Navient I verified that I was the intended party, and requested again to speak with a supervisor. I was transferred to XXXX who told me that I owed XXXX I told her what my circumstances were that didn't allow me to work currently. I told her that both schools that I attended were shut down years ago. She clarified that once the company name has been given they were unable to call back the same day. She also clarified that it is considered harrassment. I told her at that time to cease and desist she said it could only be in writing. I asked her for clarification to see if me giving a verbal cease and desist she said no. I said again that I didn't want them calling me anymore.5 minutes after I hung up with her I received a call it was XXXX from Navient I confirmed that the balance was XXXX, the same debt amount. Since XX/XX/XXXX I received phone calls every day multiple times a day with messages.
Company Response:
State: MO
Zip: 64131
Submitted Via: Web
Date Sent: 2020-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: Hello! I have been paying monthly and consistently my student loan with Navient. My total balance is not going down, it is going up! I think I am being taken advantage of. I need some legal advice and help. Thank you!
Company Response:
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I do not think that NAVIENT completely understands the importance of reporting the account accurately. After submitting my dispute for this account same information was provided and it seems that nothing was reinvestigated. The credit has a different report for payment history that varies to the credit bureaus. NAVIENT has been very inconsistent and irresponsible on reporting this account. I attached my specific dispute from this creditor. Please report this account with 100 % accuracy that is important to reflect my true credit score. I do not want any invalid, missing, and inaccurate information on my credit report.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am attached to three student loans from navient formally known as Sallie Mae. These loans were obtained for my husband ( at the time ) XXXX XXXX education. I agreed and co signed on the first loan with sallie Mae for the education institution called for full sail real world education. This was a term of six months totaling {$40000.00} and I signed as a cosigner. This education program extended into 2 1/2 years and two additional loans were obtained. I did not authorize nor sign the second or third loan however for sale real world education obtained the second and third loan by using my Social Security number and my name. I have attached contracts that show my name on a primary line and one of the loans my name on the primary and co-signer One. These contracts were not written in good faith and does not represent the Department of Education, the company Navient, nor the education facility called for sale real world education .I have spoken with the Department of Education and they have informed me that Student Loans obtain through Sallie Mae now Navient can only be given to a parent using a plus loan or a student using a student loan that a spouse is not eligible nor is it legal to obtain a student loan for a spouse to go to school of any kind. The Department of Education shows no record of my name on any three of these loans and they are aware of the situation. I have attempted through an attorney, myself, The credit bureau and Sallie Mae/Navient to clear this issue up I am still in the same place. I am a single mother of three children I currently work for the XXXX and I had prior military service I am also a XXXX vet. I pay my bills I pay my taxes and I keep my credit as upstanding as I can I also hold a clearance for the United States XXXX. This student loan that I am not responsible for has caused me to struggle financially for the last 8 to 10 years being able to obtain good interest rates car loans mortgage options etc. I am so disappointed The lack of concern in the situation has been given. Although life isnt fair this particular situation is extremely unfair not only to myself but to my children. I hope these words find the right person that is concerned to help resolve the situation. I have attached documents and I have more if needed the situation has been going on since XXXX I have notified Navient of this issue dated all the way back to XXXX. I am hopeful that this could be resolved in a timely manner
Company Response:
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Payment made on XX/XX/2020 of {$26000.00}. Clearly directed to pay off the balance of 1 out of 2 existing loans. Instead the payment was split to go mostly toward the other loan. This is one of many times Navient has redistributed my over-payments in a manner other than I have directed.
Company Response:
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The servicers in question are XXXX XXXX XXXX XXXX XXXX, Navient, and XXXX XXXX. Loan servicers XXXX XXXX and Navient have misplaced funds totaling {$6500.00} that is owed to me. On XX/XX/2020, I applied for a consolidation of a federal Perkins loan held by the University XXXX XXXX XXXX and serviced by XXXX XXXX, and selected XXXX as my servicer. On XX/XX/2020, I paid the Perkins loan serviced by XXXX XXXX in full, as I never heard from Navient about my loan consolidation. On XX/XX/2020, weeks after the loan was already paid in full by myself, XXXX XXXX received a payoff from Navient, thus meaning that I had a credit of {$6500.00}. The same day, XXXX transactions show a debit of that same amount, but with no details. A customer service agent claims that XXXX refunded the money back to Navient. However, Navient went ahead with the consolidation and pushed the loan to XXXX XXXX XXXX XXXX XXXX, which had a loan balance of about {$6500.00} added to it, which is a new liability for me although I paid the Perkins loan in full already on XX/XX/XXXX. On XX/XX/2020, I called Navient, and they know nothing about a refund from XXXX. XXXX claims they can not provide documentation to prove it was sent to Navient, so Navient will not give me my money back or look into it. XXXX has not sent me any official paid in full documentation or otherwise. XXXX has not provided any timeline or support in getting me documentation of this alleged transfer of money back to Navient.
Company Response:
State: NY
Zip: 108XX
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This is a follow up complaint to all my previous complaints against Navient, but associates most closely with the complaint filed in XXXX. Despite the company 's response implying that I and my cosigners are incapable of sending our payments to the correct accounts or addresses or zip codes, the reality is that we have used the info received directly from Navient themselves. Despite the implication that I am somehow incapable of paying my bills on time and in full, their own records, and mine would indicate that this is not factual and an outright lie. I am more than happy to prove that I have an automated payment sent out prior to the due date every month, and have for years. This issue of Navient providing inaccurate and false information has gone on for a decade. That is evident when you review the complaint dates I have filed. We have regularly been given the wrong account numbers, mailing addresses ( even though this one seemed especially odd when considering that all payments have been electronic ). When my cosigners and I filed in XXXX, we also filed complaints with the Attorney Generals in the states we live. That seems to have caught the attention of someone in Navient, and alleged meetings were held to determine what the issue with my account was, and how to fix it. We were told to change the account number my cosigners send their payment to. That would fix this decades long problem, I was promised. Just in case, we watched the payments go in at our end, as did the Consumer Advocate we've been working with, XXXX XXXX. Ive continued to monitor my accounts since as I do not have faith that Navient and its representatives are capable of keeping their word, or correctly processing payments. All seemed well until this month. XXXX took a couple days off from work right around the due date of my bill. She likely, and reasonably, assumed it would be okay to take time off. We all need a few days some time, and I want to be clear that it is not my complaint that someone took time off, no matter what the reason. People get to live their lives. The problem, though, is that every time XXXX takes a day or two off, the entire system breaks down. When she took time off this month, it became apparent that the " fix '' Navient promised was to simply keep doing what we've been doing all along. They expect XXXX to process payments because their Billing Department is unable to do basic math, and Debt Collections is unable to read the notes in an account file to see that there is always an issue with this account. In other words, not a single thing has been fixed. On XX/XX/XXXX, I saw that while my monthly statement said that I owed {$780.00}, and had paid {$840.00}, I somehow still owed around {$35.00}. Now that's not a ton of money, but how is it that I can owe {$35.00} when I paid {$58.00} over what was due? I dug into the loan accounts and lo and behold! There! Three loans had misapplied payments again. I had a past due account, and because I know it takes them up to two weeks to fix their mistakes, I knew that I had mere hours to jump on this, and start the " fix '' process or debt collections would begin harassing my father with multiple calls a day, threatening default. Because that's how it goes with these heathens. I emailed XXXX on XX/XX/19 demanding a full accounting of how this happened, and why, and demanded that she fix the payments and head off debt collections. I told her this needed to be explained within 24 hours. That deadline has come and gone and I have no explanation other than her taking time off. There is no plan for my accounts when she takes what I'm sure is a hard earned vacation. There is also no fix as was promised. I was lied to again and again. As I promised Navient in XXXX, every time this happens, I would file complaints with the CFPB. Today I will keep that promise because not only am I honest, responsible, and reliable, I am also persistent and true to my word. Navient might lie, deceive and let down, but I don't. Just to be clear, this very complaint will also be sent immediately after to the Federal Trade Commission, the Department of Veterans ( as my father is a veteran and they regularly threaten him with default for their own ineptitude ), the XXXX XXXX XXXX in XXXX where they operate, and the Attorney Generals for the States of XXXX ( where I live ), XXXX XXXX ( where my parents live ), XXXX ( where I went to school and the loans were taken out ), and XXXX where Navient operates. I have lived largely paycheck to paycheck, often less than, to be sure that every bill I have is paid in full and on time for years now. I have paid off $ XXXX with XXXX for student loans, a 5 year car loan, and several credit cards. I have paid off over {$60.00} in debt with Navient. All of that within the last 12 years. I have a XXXX credit score because I'm that good at being good. The threats of default, and implications in years past that I can't pay my bills is both infuriating, and humiliating. All I ask is that Navient be accountable. That they make good on their promise of stellar customer service and fix this problem in truth, and provide documented proof that they have done so and how. There needs to be a functional plan or I will continue to make complaints. The amount of anxiety, stress, and humiliation as well as undue financial hardship this company has caused me is unacceptable, and likely worth a dollar amount at this point, which is why I am also now exploring legal counsel.
Company Response:
State: TX
Zip: 78640
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: NAVIENT STUDENT LOANS HAS BEEN CALLING ME A HARASSING AMOUNT OF TIMES ( OVER 5 TIMES A DAY ) FOR THE PAST 2 WEEKS FROM DIFFERENT NUMBERS. I WILL TELL THEM NOT TO CALL AS I AM AT WORK AND THEY WILL CALL RIGHT BACK AS IF IT IS FUNNY. TODAY XX/XX/2020 I ASKED WHAT SHOULD I DO JUST XXXX XXXX, WILL THAT MAKE THIS ALL STOP OR WILL YOU BILL MY SURVIVING FAMILY? XXXX THE SENOR RELATIONS MANAGER SAID NO, YOU HAVE NO CO SIGNERS SO THAT WILL STOP ALL COLLECTIONS ... AS IF TO RECOMMENDED THAT I SHOULD XXXX XXXX
Company Response:
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A