Consumer complaint received 2019-02-01
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Problem lowering your monthly payments

Complaint:
Starting on XX/XX/XXXX, I called to lower my loan payment. After being on hold for 20 minutes, I was able to speak with a representative. She was fairly rude and short with me when I asked to lower my payment plan based on my income. She garenteed me that they will send me papers in the mail, after I had asked for via email documents instead. She said she could only send it on paper through the mail because it was about 20 papers for me to sign and read. I said to myself this is rediculous and illegal. All I wanted was the paperwork sent through via email so I could quickly fill them out and turn them back in before my next assigned payment due date on XX/XX/XXXX. Still to this day ( XXXX ) I have not received any papers from navient in the mail. 
Monday XXXX I called Navient, and got ahold of an representative and directly asked to speak to a supervisor during this call. The news she gave me was false and once again illegal. She told me that my account number and all my information I had given her indicated that I was not in Navients system. She asked to transfer me over to the Department of Education and speak with one of their representatives. I complied and when I was transferred I was on hold for 35 minutes and decided to hang up. When my sister calls about her loan the same day ( her loan is also with navient ) they seem to answer her hold call right away and she is able to speak with a representative within 5 minutes of being on hold. How is this possible. I thought to myself something shadey is going on with Navient and realized they are putting me on hold on purpose in order to avoid contact with me. The 2nd time I called the same exact thing happened again, telling me that my information is not showing up in there system and keep transferring me to Dep. Of Education while on hold for 40 minutes again I decided to hang up and call back. After this incident happened over and over again I had my sister call and put in her account number just to speak to a representative and once again they said Im not in the system and transfered me to department of education for the 4th time and left me on hold for 45 minutes this time. At this point I had spent half of my day trying to get ahold of a representative to figure out what was going on with my account. I almost lost it that day from frustration so I decided to call again the next morning. 
Tuesday the XXXX I called about XXXX and had the same exact experience from the previous day. This time when I called it was a 40 minute wait time the automated recording said. It gave me an option to either press 1-to make a call back appointment or press 2-do not make appointment and if you didnt press 1 it would disconnect your call. I pressed 1 and make a call back appointment for XXXX the same day. Well guess what? They never called me back. In fact when XXXX came around I decided to call again. When I called the same thing happened. The automated voice told me it was high wait time at 40 minutes. After that I pretty much gave up calling and this is when I decided to write this complaint towards the loan company Navient! I hope who ever reads this understands how frustrating this experience has been and when I am able to financially afford a lawyer I will sue them with all I have. Thanks for your time and support. Have a great day. 
Sincerely, Your Victim of Navient

Company response to consumer: Closed with explanation