Product: Credit reporting, credit repair services, or other personal consumer reports

This is regarding Navient for student loan servicing. I just tried to call them because I was not aware of who they are because I originally had dealings with Salliemae. Instead of explaining to me what was happening and answering my questions about why they had multiple filings for accounts on my credit report ( 2 of which were disputed and my credit score went up 41 points ),  the young lady who was the representative became a bit combative and then started discussing a payment that was going to be due next week that apparently was past due. When I asked her how did she jump to that based on the questions I asked, as I still had no clue who she was or who Navient was, she started belittling me. I immediately figured it could be a social communication disconnect and asked to speak to someone else. 

She transferred me to a lady named XXXX who allowed me to explain what had happened. After thinking about it I believe that young lady was trained to behave in that manner, no one acts like that aside from terrible debt collectors from those scam artist companies that buy closed accounts. XXXX apologized and explained that Navient was formally known as Sallie Mae and that my account is under their new name. She provided me with the education institution where the loan originated from to clarify and verify the identity of this company. She suggested I file for forbearance. In my mind I started to realize that this is why this situation has never been fully rectified. I let her know that Navient has 7-10 accounts open or closed in my credit report and I know for a fact I didnt take out that many loans. The 2 that are greatly affecting my score need to be paid off and I asked for payment options or if there is an option for a payment plan. 
She seemed to want to rush me off the phone to Navient Department of Education when I made mention of payment arrangements. That was very odd. 
Once the consolidation officer for Navient picked up the call, and I explained that I wanted more details on how to settle my account she immediately began using confusing language and stated that theyre unable to settle or come to an arrangement in any regards to bringing my account active through those means due to congress passing a law due to the interest accrued, but she recommended that I just request a forbearance instead to bring my account active. I clarified what she was saying : basically that I can not settle, but pay the amounts listed on my credit report in full and that since congress had passed a law theyre unable to operate in any other way aside from me doing a forbearance to bring my account to current. 
She said she didnt say that. So I rephrased what she had said in the way that she had said it & she agreed. I knew then something was wrong, this is a major scam and it is making me feel extremely uncomfortable. I asked her for her first and last name so I could immediately look into reporting her. Talking to them to get results has proven to be useless. I looked this company up and discovered they were actually fined by the Justice Department for mishandling people in this manner and came across this contact information to file a complaint. It seems Navient is only there to keep you in debt, and that is pure evil. Im needing to move into a new apartment before my lease ends at the end of the year & get a car as I settle into a new area and they have ruined my credit! This is setting me back! 
Her name that she provided : XXXX XXXX XXXX. Please help.