Consumer complaint received 2023-11-24
Company: Navient Solutions, LLC.
State: NJ
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I was provided a deadline of XX/XX/XXXX to contact Navient to re-setup payment arrangements for XXXX private loans that was in default in order to avoid being sent to collections. 

On the morning of XX/XX/XXXX, I called Navient, and was connected to my account XXXX, XXXX. I explained to her that I am prepared to set up a payment arrangement of {$200.00} per month and informed her the first payment may be taken out of my account same day, XX/XX/XXXX. The remaining payments for each month may be taken out auto debit on the XXXX of each month. 

She informed me this is fine and that the payments will be set up for XXXX months and I must reach out in XX/XX/XXXX to update the payment arrangement. I agreed verbally. She read a contract for me to agree to, which I did say yes, I agree. 

On XX/XX/XXXX, I opened a letter received by mail from XXXX XXXX XXXX mentioning they are a debt collector for Navient Solutions LLC. My XXXX loans were transferred to them. 

This contradicts the agreement made on XX/XX/XXXX directly with Navient and the payment arrangement made by the deadline provided. 

While I spoke with XXXX, I told her by bank routing and account number to have the payment withdrawn from my XXXX account on XX/XX/XXXX, in the amount of {$200.00}. My XXXX account shows a Bill Pay Check in the amount of {$200.00} on XX/XX/XXXX. 

Prior, I was paying {$420.00} per month which haulted in XX/XX/XXXX due to financial hardship. 

I called Navient on XX/XX/XXXX to request to speak with an XXXX manager just before XXXX EST, and spoke with a gentleman explaining the situation and that I need to speak with a Navient representative and not to re-route me to XXXX XXXX XXXX XXXX The representative said he will transfer me over to the appropriate department. 

I have now been on hold for 40 minutes and Im not being connected to anyone. 

This is beyond unprofessional, unacceptable and a complete breach of contract which has now placed a greater strain on my credit score, being this debt was sent to collections. 

I request to have to recorded phone conversation on XX/XX/XXXX with XXXX, from Navient, to be reviewed. 

These XXXX loans should have never been sent to collections based on our conversation. She even provided me with great information to assist with possibly doing a settlement in XX/XX/XXXX, and said the settlement amount may be approved for {$15000.00}, depending on the down payment made. 

I have strategized my budget in an effort to keep my part of the agreement. 

Receiving this notice from collections about my student loans is a complete surprise and not at all what we discussed. 

It should have never been transferred to collections, and Im filing a formal complaint. 

Please also note, 55 minutes later after calling Navient, I am still on hold, no updates on the hold time, and I havent spoken to a representative regarding this very serious matter. 

Thank you.

Company response to consumer: Closed with explanation