Consumer complaint received 2016-03-18
Company: Navient Solutions, LLC.
State: NY
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
I have had a student loan with XXXX XXXX now Navient since XXXX. I have always done my best to make sure to pay my student loans. I 've never been the type to purposely not pay them like a lot of people do. Even with their unreasonable payment plans simply because I know it can destroy my credit. After being on the phone this morning for a total of 75 minutes and spoke with 7 different people. There was no resolution and I was hung up because they refused to transfer me to speak with a manager. I called in XXXX XXXX to have my loan reduced as it was about to increase to an amount that I could not afford. At the time I was also in the middle of trying to purchase a home since I was staying with my parents for 6 months in Pennsylvania commuting back and forth to NY. As the rents in XXXX are similar to mortgage payments, it was time to own vs rent. I was told today by a supervisor named XXXX at Navient that because I decided to take on the purchase of my home, that I am able to pay my obligation to Navient. After several minutes of going back and forth with her ; which I do not appreciate a customer service rep dictating my financial needs and obligations. I was simply calling because the monthly payment plan they put me on is not working with my finances. It is extremely counterproductive how we as students who want to pursue a better education to have better lives have to be held like prisoners because we have decided to be better than the status quo and make the sacrifice to purchase a home. To then to be told and penalized by XXXX XXXX because we have moved forward in life. I truly have not had such a problem with XXXX XXXX up until today. I have asked to make split payments throughout the month to make it easier on myself to meet the monthly payment of {$280.00}, I was told this was not possible and could only be done through direct withdrawal from my bank account. I was told that they could not lower my monthly payment any lower than what it was, they were not willing to work with me to find any other alternative solutions stating that was the ONLY solution they had for me. I 've been paying them religiously for years. I am not trying to be unreasonable and not pay ; on the contrary I am trying to find a middle ground that can make all of us happy. I pay, they get paid. I was rudely transferred to whom I thought was a manager and was told was another supervisor who said to think of him as second in command. I find this very insulting and a complete waste of my time after being on the phone with them for 74 minutes. While I know my story is not as horrific as a lot of other stories out there with people who have dealt with XXXX XXXX ; it 's extremely frustrating to me how they are not willing to work with anyone and hold everyone hostage by their terms. I would like a reasonable payment so that I can continue to pay my obligation to them and they can continue receiving their payment.

Company response to consumer: Closed with explanation