Consumer complaint received 2023-05-31
Company: Navient Solutions, LLC.
State: TN
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Navient is claiming that I have declined repayment options. This is innaccurate and not true. I called Navient on Friday, XX/XX/XXXX and multiple times I explained to the two separate agents that I was wanting to move forward and explore my repayment options. 

The first agent, XXXX, declined to answer specifics about what they needed from me to bring the account current. Instead, XXXX started the conversation by laughing and behaving unprofessionally. When I asked again what my repayment options were, he asked to put me on a brief hold. 

A second agent, XXXX XXXX, came back on the line. XXXX gave me XXXXwo repayment options, but would not go into detail of what the future steps were. I simply stated to XXXX XXXX that I did not have the capacity to make a payment that day ( XX/XX/XXXX ) and she then began interrupting me and stating I had until XX/XX/XXXX to make a payment, repeatedly called me irresponsible, and also acted in an unprofessional manner and would not allow me to speak. 

She then ended the call by stating she would update my account and that I was refusing to make payment. As a result of that call, I made my initial complaint with the CFBP ( XXXX ) and this was the response to that complaint below : Thank you for reaching out to the CFPB with your concerns regarding your student loan account. We have reviewed your phone call with our Representatives on XX/XX/XXXX. While we understand your frustration, please note that the account was delinquent, and attempts were made to prevent delinquency escalation. Our review confirms that you were offered a roll back payment of {$490.00} and Hardship Forbearance that required a good faith payment in the amount of {$150.00}, but you declined these options. Unlike federal student loans, private student loan options vary by lender, loan program, and loan agreement. Some private loan repayment programs may be described in your loan agreements. Additional options may also be available at the lenders discretion. Options for private loans may include repayment programs, deferments and/or forbearance. Loan forgiveness and discharge may also be available for borrowers and families in the event of disability, loss of life, and certain other circumstances. We know financial challenges can come up unexpectedly, and we want to help you stay on track with your repayment schedule. Please give us a call if your situation should change. 


I did not refuse to make a payment. In fact, I have made a payment on XX/XX/XXXX in the amount of {$500.00}. Navient continues to not address my questions, complaints or concerns. Now they are inaccurately updating my account as a declining to pursue repayment options. The call on Friday XX/XX/XXXX was recorded, per Navient. Nowhere did I state or intend to convey that I was refusing to make payment. I simply was trying to reiterate that I could not make any payment on Friday XXXX and wanted to explore other options. 
Additionally, the response says that other repayment options may be available, but Navient will not take the time to discuss the options. In the recorded call on XXXX I was quickly given two options and told a payment must be made that day or by XX/XX/XXXX. No further information or additional options were given. I did not refuse to make payment, but I did reiterate multiple times that I could not entertain either of those options on the day of XXXX and needed more time. XXXX refused to provide any additional information or repayment options. Therefore, the response on the initial complaint is inaccurate as it relates to repayment options and them falsely stating I declined to make a payment. 

Navient 's inability and refusal to speak with me on this account followed by an inaccurate response to my initial complaint really needs to be looked at.

Company response to consumer: Closed with explanation