Consumer complaint received 2015-12-31
Company: Navient Solutions, LLC.
State: MD
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
To whom it may concern : I am a Navient customer. Up until recently due to lack of communication, I have never been past due or late with a payment. I was on an interest only payment with XXXX that rolled over to Navient but then the arrangement ended. I was notified prior to that the arrangement would be ending and i was proactive with reaching out to see what other options there were. My interest only payments were {$85.00}. That then jumped up to {$210.00}. I was informed that in order to see what options there were I needed to not my a payment and call back after my due date of XXXX/XXXX/15, so I did. When I called back I spoke with countless representatives and supervisors all who said they needed my financial statement and my cosigners statement. Now, I have n't had any real communication with my cosigner for some time now but i sent an email to her with the hopes she would call back and complete the financial statement. I received an email back saying that she had done so. I called Navient back and spoke with XXXX XXXX ( id # XXXX ) on XXXX/XXXX/15 she informed me that she could send over a review for a 15 month program of {$160.00}. XXXX called me back on XXXX/XXXX/15 and left a message to call her back. When I called back XXXX told me that her XXXX denied the program due to no financial statement from my cosigner. I informed XXXX that the financial statement was completed and several other reps confirmed this info. XXXX placed me on hold, came back and confirmed the same info. With XXXX i set up automatic payments of {$160.00}. She informed me that the 1st three months are known as qualifying months to sure the manager I am able to make good on the payments, after the three months then the arrangement will start that 4th month. My first automatic payment came out on XXXX/XXXX/15. I waited a few days and called XXXX/XXXX/15 to figure out why my account showed past due. I spoke with a rep who informed me that after the qualifying months I would not show any past due balances. That rep placed me on hold and came back to say my programs was denied ( according to her supervisor ) I asked to speak with her supervisor. XXXX XXXX ( id # XXXX ) in the Delaware office is the info he gave me, was really short, rude and very disrespectful. I asked him for the corporate customer service number or address and he said he will give me the number to regular customer service and I can deal with them. I asked him to read me the notes on my account and he refused saying, " The bottom line is that we 're not lowering anything for you '' " Ma'am, ma'am, i 'm going to release this call if you dont let me talk ''. He was completely unprofessional, i became extremely irate due to him talking over me and not letting me ask my questions. I hung up and called back to cancel my auto payments and the rep and supervisor i spoke with were a little nicer. At this point I would like my original arrangement to be honored or a deferral until I can come up with {$210.00} monthly.

Company response to consumer: Closed with explanation