Consumer complaint received 2017-12-16
Company: Navient Solutions, LLC.
State: IN
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Problem lowering your monthly payments

Complaint:
The reason I am submitting a compain with CFPB is because of the experience I have had with Navient, to give testimony to the two articles ( XXXX : XXXX & XXXX : XXXX ) I read when I XXXX " i want to complain to Navient ''. 

I sent Navient a complaint email for the first time XXXX/XXXX/XXXX. The following is the email and it explains at a high level the nature of my issue : Hi, I am writing to complain about the serving of my Navient account as of the past few months. 

I called in XXXX XXXX inquiring about the repayment option for my loans and I spoke with the Navient representative. She verfied my account and said I qualified for the repayment option. I gave her all of the facts about my financial circumstances to at least tell me how much it could be lowered to ; however, because I had just paid the XXXX balance due, the representative said call back after the statement for XXXX gets generated and before it is due so I can sign up for the repayment option program ( because they like to start it in the month I had not made a payment yet : her words ). 

So, in XXXX XXXX I called in again and gave them all of my information. When she completed running my info, she said my payments would be lowered to about {$110.00} a month from the {$420.00} I was paying. That was great news to me as this would be manageable to pay and I would be able to save to move my family where I live. 

In XXXX XXXX, when the payment for the loan came around it was over {$300.00} and this did not make sense to me from what the representative told me so, I called Navient again! Come to find out she XXXX XXXX my income and it was not accurate so that was on Navient then I gave all of my information except this time the payment was lowered to under {$100.00} ( {$97.00} I believe ). This was even greater news, because I do have a family and I am the only income so this meant more savings for my family, but no. 

XXXX XXXX, I go to login and pay my {$97.00} and now I see that I have {$320.00} payment and that is not what the last representative told me and this is not fair. I do not call in to get these lowered because I love to spend my money on crazy stuff. I live, eat and take care of myself and now two other people and this is not fair to us. I have dealt kindly with you all but this is not right. Navient is causing this unecessary hardship. I already stay in apartment complex where they take months to fix your heat and your A/C ( by the way my family does not live here because of the living conditions and because of fair housing act I ca n't break my lease but they mistreat me and not keep the property up to par for my family to move in??? Who can I complain to about that part of my life? Now I have to keep begging Navient like you are some big oppressor that has shackles around my ankles to please reasonable lower my monthly payments? ) I had to get two new tires for the front my car over the XXXX holidays. Nearly emptied my savings. 

Navient offers these programs. I the borrower did not make them up! I did not put the rules in them nor come up with that formula that calculates a payment ( that I honestly could have afforded ). That is Navient 's solution offering. Please live up to your services. Please rectify this. I have to get two more new tires for the back of my car today so do you think I will ride around for another I do n't know two months with tire pressures lower than 10 or pay you Navient? I am not paying Navient until Navient rectifies this. I already paid the fee it cost to initate the program. I am not paying for this because this is the very reason I initiated it. I need help not more money to give you Navient.

Company response to consumer: Closed with explanation