Consumer complaint received 2020-03-31
Company: Navient Solutions, LLC.
State: MD
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
I have a XXXX XXXX ( XXXX, and two XXXX degrees ( XXXX, XXXX ). Overall, Navient has been incredibly difficult to work with, despite making it clear to numerous account managers that I want to repay my loans but they are too high and unmanageable. I was not given a clear description of the promissory note many years ago. 

My mother cosigned two loans and my father cosigned one for my undergraduate and graduate degrees. Navient informed me several years ago they could be released as co-signers yet when I pursued that option it suddenly was not a possibility. 

My father has taken a second mortgage on he and my mother 's home to settle with Navient after I received an email in late XX/XX/XXXX that it was an option. This is how our current journey began and there is still no resolution now. 

We want resolution and to settle my student loans. I am tired of receiving 15+ calls per day about payments yet unable to get one single person 's assistance lowering my payments. The Rate Reduction programs were helpful until Navient refused to hear me as a person. I can not pay $ 1,800+ per month, but I do wish to repay my debt. 

Please help if possible. We are at the point where Navient is refusing to answer us regarding settlement. They told my father it would be {$79000.00} approximately and then informed him it was {$64000.00}, which is the number we are able to offer at this time. 

Below are my father 's notes of calls to Navient. 

1. First number I called was XXXX ... Discussed settlement with XXXX. I asked about the 70 % ( from online research of settlements with Navient ) and she said they start negotiating at 95 % owed. So, the balance was {$110000.00} and 95 % of that would be {$100000.00}. I said so why bother settling at that rate. She gave me a number to get to her branch - XXXX. 

2. The next time I called I spoke w/ XXXX XXXX XXXX He only gave me a figure for {$64000.00}. I mentioned I'd only be able to get {$75000.00} for 2nd mortgage, if possible. 

3. XX/XX/XXXX - I spoke w/ XXXX XXXX XXXX He was ONLY interested on me making a payment of {$320.00} by the end of XXXX, not discussing the settlement. We went back and forth concerning the {$320.00}, I told him I was only interested talking about settlement for the student loans and he was worried about making the payment. 
His Id- # XXXX and number XXXX. 

4. XX/XX/XXXX - I spoke w/ XXXX XXXX again. He informed me the 70 % settlement offer was for ONLY the 2 loans which were most delinquent. The email XXXX ( my daughter ) received did not state this, it included all loans regardless of status. I said the original email did NOT speak of only 2 loans. This is where I told him that I needed an answer of accepting the {$75000.00} for the loans by end of the day Wednesday ( XX/XX/XXXX ) otherwise I would rescind my offer. XXXX then stated, " I thought you wanted to help your daughter. '' To suggest I am not trying to help her be free from Navient is a disgusting suggestion, especially when I was asking for resolution. 

5. XX/XX/XXXX - I recorded this conversation because I was hoping Navient finally decided on the settlement offer. I told him about the original email sent to XXXX did NOT specify a specific number of loans, nor did anyone state this change. He said, " I'm looking at the original email now '' and I was put on hold for over 10 minutes. XXXX gets back on the phone apologizing that he WASN'T aware of the original email. The balance would be {$110000.00} of the 5 loans and 70 % of that would be {$79000.00}. XXXX said he'd make sure the person that denied the settlement honor the original email around 70 %. I told him that I can maybe only get {$75000.00} on the second mortgage. XXXX said he'd call me on Monday with a definite answer no later than XX/XX/XXXX. 

6. XX/XX/XXXX - I spoke XXXX XXXX XXXX ( XXXX  ), a supervisor in that department. XXXX XXXX wasn't working and she would send him an email to call me tomorrow ( XX/XX/XXXX ). 

XXXX said me that the settlement was offered at {$64000.00} w/ XXXX  , which I stated I accept and would like information how to proceed with completing the transaction. She then put me on hold for several minutes. XXXX then confirmed the original settlement offer was {$64000.00} however " XXXX is handling it. '' XXXX stated she would have XXXX call me on XX/XX/XXXX. 

7. XX/XX/XXXX Call # 1 - I called asking for XXXX XXXX. The woman ( did not state her name ) insisted on having my daughter 's social security number in order to document that I even called. I gave her the SSN, she then HUNG UP on me. 
Call # 2 - I called back, a different woman ( employee # XXXX ) was very nice saying, however stated " I don't want to get into the middle of what's going on '' and that she'd have XXXX or XXXX call me tomorrow ( XX/XX/XXXX ). 

8. XX/XX/XXXX - I called again wanting to speak to a supervisor who could give a definite answer on the {$64000.00} settlement offer Navient proposed and I am willing to accept. XXXX XXXX informed me I could not speak on all the loans b/c I was only on the one. I informed her that her and I had a conversation on XX/XX/XXXX where she freely discussed all the loans, where she also stated she was going to have XXXX call me the next day ( XX/XX/XXXX ). But, he never did. I wanted to talk w/ someone who would NOT give me a run around. After being on hold for a very LONG time, a XXXX XXXX XXXX direct line XXXX ... I told him to have the VP call me. He ( XXXX ) was going to review XXXX and have XXXX call me. 

As of today, XX/XX/XXXX, Navient has not accepted or answered our settlement offer of {$64000.00}. 

I can be contacted via phone or email. Thank you for your time. Stay safe. 

Sincerely, XXXX

Company response to consumer: Closed with explanation