Consumer complaint received 2018-12-28
Company: Navient Solutions, LLC.
State: PA
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:
Navient incorrectly stated in XX/XX/XXXX while I was still enrolled in school full time that my Signature Student Loans had a " 48 month maximum in school deferment '' even though years had passed since those loans were taken out and nothing was documented in promissory notes. They demanded payment then let me use an internship deferment.

Fast forward to XX/XX/XXXX, loans again went into repayment, they refused to acknowledge still in school status again, forced me to use month of forbearance. End of XX/XX/XXXX they demanded $ 1700+ a month. After speaking to multiple supervisors they " agreed '' to do a financial review and stated I could enter a Rate Reduction Program. After 2 months in the program, account still had not changed to reflect agreement, they then stated ( to PA State AG on my behalf ) that it was " a qualifying period to later qualify for the program by making payments stated. '' I realized by XX/XX/XXXX, at which point I did finally finish school ), I could not sustain these payments on my newly acquired job income ( was unemployed from XX/XX/XXXX to XX/XX/XXXX ) working in XXXX XXXX XXXX currently. I reached out to them and they stated " there is nothing we can do, the answer is no in terms of reducing or changing payment. '' They insisted I ask friends/family for money or " get a better job or another job. '' They refused to acknowledge I was previously eligible for deferments and purposefully mislead me to options while hiding other available options from me as a borrower. I called back again this week ( XX/XX/XXXX ) and was refused access to the consumer advocate department of their company as I was returning a call from that department. I was forced to transfer to the " collections department '' where a supervisor acknowledged the whole " 48 month max deferment '' was indeed an error but refused to provide this in writing. They also stated " you never used your internship deferment and you could have used in school deferment from XX/XX/2017 to present but chose not to '' which is a blatant lie as they INSISTED on multiple occasions I was no longer eligible for in school deferment. I asked to supervisor to cancel auto debits to my account and asked again for payment relief or another plan and was again told " by now qualifying for the rate reduction program you are no longer eligible for at least one year to apply for any other payment program. '' I can't afford these payments and they mislead me into a payment plan I can't afford at this time and refuse to work with me on this. I asked they send every communication in writing and they stated verbally " we are not required to offer more affordable payment options nor are we obligated in your state to respond to or consider requests for documents and communication in writing. '' As a XXXX XXXX XXXX and on the path to becoming a XXXX XXXX, this behavior by Navient and their treatment of borrowers is absolutely appalling and disgusting. They have lied to me, misled me, changed terms without documentation, lied about options available, and done what appears to be everything in their power to misdirect and mislead me into a payment plan I can't afford then tell me I can't get another payment plan. Please do something to help myself and thousands of others being forced into options that make the debt grow and force many of us to decide between rent or paying a company that jacks up interest on loans " because we can. '' I called looking for a workable payment plan and can't even get Navient to provide documentation on changes to these loans. This company is causing distress to thousands of borrowers who call seeking help and assistance.

Company response to consumer: Closed with explanation