Consumer complaint received 2018-08-21
Company: Navient Solutions, LLC.
State: MO
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Over the course of the past seven years that I have been in school and receive loans multiple instances have occurred with Navient in regards to repayment. One issue that I have had was An attempt to remove my cosigner from my loans. On three different occasions Navient explained certain steps that must be followed, and payment plans were created so that I would be able to release my cosigner. All three times, once I had fulfilled the terms that Navient explained to me, and I called back to have my cosigner released, the terms such as amount of consecutive payments that should be madeand the overall amount of money that had to be repaid was changed and I was not allowed to release my cosigner from my loans. 
In XXXX, I was diagnosed with XXXX and I contacted Navient To find out if I was eligible for any type of discount or alternate payment plan due to the fact that I would be out of work for an extended period of time. I was told my only option was to enter into forbearance and would only have to pay {$50.00} each month that I was on forbearance to find out if I was eligible for any type of discount or alternate payment plan due to the fact that I would be out of work for an extended period of time. I was told my only option was to enter into forbearance and would only have to pay {$50.00} each month that I was on forbearance. I have since learned that there should have been multiple options given to me. 
In XX/XX/XXXX, I was contacted by Navient and offered a repayment plan that was income driven. I was told of a particular amount, that was {$120.00} that I would be required to pay each month. My bank account information was given to Navient and I was set up for recurring automatic withdraws from my bank account. Each month I would receive phone calls and letters from Navient stating that my payment had not been made. When I questioned how that was possible because I was set up on automatic withdrawals, I was told that for some reason my bank would not release the funds. I would then confirm the account numbers that they had on file, and each time they were correct, and the payment Was re-ran and went through with no problem. However Navient has placed a late payment report on my file and with the credit bureau for each month since XX/XX/XXXX. I was also told by one of their representatives that after the initial agreement was made, my account was resubmitted and I was actually supposed to be paying less each month then what the original agreement had been. When I questioned why I was not informed of the decrease in payment owed, I was told that it didnt matter what their computers said I was supposed to pay, I agreed to the initial payment so there was no reason to make any alterations. The payment that was made in XX/XX/XXXX was only ran for part of what we agreed payment should be and Navient has informed me that its being recorded as a failure on my part to maintain agreed-upon payments and my payment plan might be canceled. I asked to speak to a manager, and that manager told me they can say and do whatever they want and there was nothing he could do to help me out

Company response to consumer: Closed with explanation