Consumer complaint received 2021-11-09
Company: Navient Solutions, LLC.
State: FL
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't temporarily delay making payments

Complaint:
On XX/XX/XXXX I called Navient to see if I can get a lower payment or put my loans in forbearance due to the Covid criss. I told the rep that currently I am not working because of COVID-19 and also I was due to have my baby around XX/XX/XXXX. I was told by a rep they can look at the options for forbearance to upload a copy of my XXXX and XX/XX/XXXX bank statements and also my XXXX and XX/XX/XXXX bank statements. I called once a week during the month of XXXX to see if they received statements. I was told that they couldn't see my statements and resend and wait. I was emailed XX/XX/XXXX that my unemployment was received even through the reps was saying that they didn't receive anything from me. Even during the month of XXXX I was passed off to different agents about uploading bank statements. I still was uploading them to Navient. I started working with a manager named XXXX XXXX XXXX around XX/XX/XXXX. I was uploading and still it wasn't coming through. I was told to go to the bank and see if they can fax my statements to Navient. The Bank said no. The bank rep tried to help me up load and we started to see that an error kept coming up. The bank rep said it is probably and issue with Navient website. I called XXXX and explained the error I asked was there an email I can send my info to. XXXX said she had to get in touch with her manager and see what can be done. XXXX confirmed XXXX XXXX to email it to XXXX XXXX her manager and she will submit my documents to the director and will get back to me. XXXX XXXX I spoke with XXXX to see if she received the documents she said no. After reviewing the email I discovered the spelling was wrong for XXXX name. I resent documents and was confirmed with XXXX she receive the documents and she will sent to director for review. She said she will get back with me later that day. I didn't hear from XXXX so I called Navient on Saturday XX/XX/XXXX. Navient was closed. I called on Monday XXXX XXXX and was told that XXXX was not in. So I was thrown to several different representatives and was told if I didn't pay {$560.00} by XXXX my account will be in collections. I was told last minute that the director didn't approve my forbearance. I explained that I am not currently getting unemployment. I was told by a rep name XXXX due to my hardship they can offer a program where I just have to pay {$260.00}. I told XXXX since Im not working let me speak with my husband. I called Navient back 5 mins later gave them my financial Information and transfer to a manger named XXXX. XXXX begin to bully and antagonize me over the phone because I'm not working.I felt like she was taking her own opinions out on me. I trying to explain my situation and she said the only thing that can be offered is interest only at {$500.00} and if I don't pay the full amount today ( XX/XX/XXXX ) my account will be reported to the credit bureau.That is the only option she gave me. I hung up and called back an hour later. To save my credit I enrolled in the program with XXXX. Honestly I can't afford this. I couldn't even afford to make the whole payment but just {$250.00}. I was told this will come off my credit report but takes 30 days to do so. I am not receiving Unemployment nor I am working. I am trying to work with Navient but they are not doing anything but giving me the run arounds.

Company response to consumer: Closed with explanation