Consumer complaint received 2017-02-03
Company: Navient Solutions, LLC.
State: WV
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 received a letter stating that my loans were going to be going up tremendously but if I called, Navient would work with me so my loans would be affordable. I worked on this with a representative from Navient whom stated that she could only help me by extending the life of my loan and a payment of {$300.00} a month, which is a hardship still on my part however, she offered to set up biweekly payments and stated that my monthly payment as well as my future payments would be $ 305 monthly for the duration of the loans which would be until XXXX. On XXXX XXXX, XXXX my XXXX XXXX XXXX grandfather who is the consigner of my loans received a phone call stating my loans would go into default if He or myself did n't pay {$12.00} and would n't be able able to be dropped off as the cosigner. He called me upset and after work I reached a Navient rep. I asked questions like : how can {$12.00} put me into default when I 'm paying you {$300.00} a month?, how do I owe {$12.00} now when you set up the payments? Why was n't I notified by mail or phone and if you called there was never a voicemail? How come my grandfather gets calls and notifications by mail and I get nothing? This rep stated that they can only leave voicemails during certain hours due to managers being available, my response was then call me during those hours. He stated that he was n't sure why my grandfather was being notified and I was n't. He also stated that the person who talked to my grandfather should n't have told him that my loans would go into default if the {$12.00} was n't paid but said something in effect of, Do you think because of his age he might have misunderstood the person whom he talked to? This I did take offense too and my reply was, " Excuse me but my grandfather does n't have XXXX, XXXX XXXX, nor is he hard of hearing and he is probably more with it than you are '' The Navient rep I talked to also stated that the Navient rep that called my grandfather " was just trying to squeeze a payment out of him ''. He also stated with how the payments are set up it triggered during this billing cycle and I did n't owe anything. At the end of the conversation I told the rep that I wanted to be notified first of anything because ultimately I am paying the loans not my grandfather, I wanted to be notified through the XXXX Mail as he is. He then made sure all my contact information was up to date and which it was. I also requested that Navient needed to get their information to coincide with the payment plan that they had set up for me. And that they contact me first about these loans. In the end he apologized for what had happened and would write a complaint form and would send it over to the complaint department. I apologized for the frustration as well. Then on XXXX XXXX, XXXX I noticed I had a voicemail. It was a voicemail from Navient. I called them back talked with a lady and explained I was not late on payments to check the note from last night, she said then disregard it. I then requested to speak with a manager. A manager got on phone and stated the payments would fluctuate and I was misinformed. I told him what happened previous night again his response was I was misinformed and would need to set up another payment of {$10.00} biweekly to cover the fluctuating costs. I stated I have talked with multiple people from your company and they all have told me different answers, why? He stated that they will educate their staff on this. I stated I was also in XXXX and work at a XXXX & asked him where was the professionalism within the company. He stated his staff would again be educated on it. I told him that I expected him to follow through with all my concerns and if he did n't that I would go above him. Later that evening I called back to set up the additional payments and requested to talk to him he never came to phone another rep took my information. Navient=hard to work with

Company response to consumer: Closed with explanation