Consumer complaint received 2019-07-31
Company: Navient Solutions, LLC.
State: FL
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:
On XX/XX/XXXX, I received notice from Navient for my XX/XX/XXXX monthly payment. Upon reading the notice, I saw that I had now been places in full repayment of my loan instead of paying the interest monthly. Prior to this notice, I paid $ XXXX monthly in interest. The new payment amounted to {$220.00}, which I was not comfortable with given my other monthly obligations. I called Navient and inquired about an the Extended Repayment option and their Rate Reduction +Extended Repayment option I saw on their website. I was told on the regular Navient call by the CSR that I would have to speak to their Credit Collections Department about these repayment options. I was somewhat confused by this information and asked the CSR if seeking either of these repayment options would impact my credit negatively. The CSR assured me that my credit would not be negatively impacted and that the Credit Collections Department just happens to be the department that handles those particular repayment options. I was forward over to the Credit Collections Department and a CSR began to assist. I explained my situation of being unable to pay the {$220.00} and she asked what payment I would be comfortable making. I told her {$100.00}. She asked me to hold and when she came back on the line she said {$120.00} was the best offer. I accepted this offer and she gave me information about the length of this reduced payment option as XXXX of XXXX. She also asked for my debit card info to have me signed up for automatic payments. I asked if I would have my information updated on Navients website and if I would receive any mailed information or documentation on the payment agreement that I had just arranged. She informed me that her department was different from Navient and that I can only call in to get information about my new arrangement. She also informed that something will me sent in the mail regarding my new payment. I was not told if my credit would be impacted and I was given no information about whether or not my previous regular payment arrangement would honor my new arrangement. I still had questions but I was at work and had to end the call. However, I decided to call after work because I still felt uneasy about my new arrangement. I also felt uneasy because upon checking my account during lunch break I didnt see any update on Navients website to my {$220.00} payment. I decided to call after work and around XXXX on XX/XX/XXXX, I called and I asked the CSR if my credit would be impacted by me setting up this payment arrangement with Collections. The CSR explained to me that the payment arrangement set up with the Collections Department had nothing to do with the {$220.00} and that I would still be responsible for the {$100.00} balance outside of the new payment arrangement with them. She also informed that I would be late and delinquent if I did not pay the full amount. At this point I became upset and sarcastically retorted that if I had to still pay {$220.00}, I had no need to put myself through long holds and speaking with countless CSRs to have me at the same {$220.00}. The CSR sensed my frustration and placed me on a hold to find out more information. Upon returning to the call, she informed that the Collections Department had already closed for the day and I should call back tomorrow so the discrepancy could be resolved. I informed her that tomorrow I would have to restart the entire conversation with different individuals and probably have the same result. Although she attempted to be helpful, I got the impression that she wanted me off the phone so that I could be someone elses problem tomorrow.

Company response to consumer: Closed with explanation