Consumer complaint received 2017-12-28
Company: Navient Solutions, LLC.
State: MD
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Dear Consumer Financial Protection Bureau ( CFPB ), I am a XXXX year old ( on XXXX XXXX ) father and husband. For some time now I have been receiving several notices via telephone calls throughout the day, and via mail, from NAVIENT, a student loan servicer, from which I received private loans to cover my XXXX XXXX education at the XXXX XXXX XXXX XXXX XXXX. I first received some of the loans in XXXX after I started XXXX XXXX at the XXXX XXXX XXXX XXXX XXXX. During the first semester, I survived a XXXX XXXX XXXX. This illness was one of the reasons why my receipt of my XXXX XXXX was slowed down, lengthening the time to acquire the degree from four years to nine. The other reason was that I had to get some loans to finish my XXXX XXXX. Because the previous loans, which were originally less than {$100000.00}, had been accumulating, nobody wanted to give me more loans. The school also did not want to give me a letter of recommendation because they insisted that I owed them money. This all made it very difficult to get XXXX XXXX. Finally, the school realized that it was the one that owed me money, so it opened the way for me to do my XXXX XXXX. 

When I finally finished doing the necessary XXXX XXXX, and was waiting to receive my XXXX XXXX, my daughter, who was also interviewing for XXXX XXXX, suddenly became ill with a strange illness called XXXX XXXX XXXX From XXXX XXXX to XXXX XXXX she was admitted to several hospitals and put on several trial treatments before doctors finally realized that she was suffering from the XXXX XXXXXXXX. This illness caused her to be XXXX and to have XXXX and XXXX, and she lost everything, including XXXX, how to XXXX, how to XXXX and XXXX, and many other functions that we naturally take for granted. Because of the nature of the illness, after she was discharge from the hospital the first time she had to be under strong observation at home. I had to stop whatever I was supposed to do, namely preparing for my XXXX XXXX so that I may eventually apply for XXXX XXXX, to take care of her. 

The XXXX came back again in XXXX of XXXX and she was admitted to XXXX XXXX XXXX XXXX for seven months. This time it was much more serious than the first time, and I had to sign up to be her guardian even though I am her father, so that I can decide for her medication and everything else. After discharge, she is still under my observation and I take her to see her doctors for treatments, follow-ups, and anything else needed for her care. When NAVIENT asked me to start making payments towards my school loans, I decided to get a job and suspend anything related to my future career in XXXX. I needed a job which could also help me take care of my daughter, and that is difficult to come by. I managed to get a freelance, as needed job as a XXXX XXXX through XXXX XXXX. The job doesnt come frequent, for, since I signed up with them in XXXX or XXXX Ive had less than twenty hours of work with them because there arent many patients who need XXXX to XXXX interpretation. Even when I get the assignment to do, it usually takes about forty days before I receive my payment. I have still been trying to find work and whenever NAVIENT calls, or when I call them, I inform them of my situation and the progress of my job search. I told them that as soon as my daughter is completely independent, as shes now trying to reapply to XXXX XXXX, I will engage in a job that could help me to start making payments towards my loans. I even told them that two of my other children have decided to contribute about a total of {$100.00} towards my loan repayment, but they said that the loan I have is too much for that small amount. 

As of XXXX XXXX, XXXX, the unpaid principle of the loan is {$190.00}, XXXX. NAVIENT expects me to pay {$12000.00} a month towards this amount. Over the phone, they have offered to allow me to pay less than {$1000.00} a month for fifteen months, before changing to another payment plan. I, however, am not making that much money. They have already reported me to the Credit Bureau, which marked me as delinquent. Thus, my XXXX XXXX credit line, which used to be {$4500.00}, has been reduced to {$650.00}, which I have already maxed out. My APR has also been increased by almost 100 %. Now, NAVIENT is threatening me, saying that if I am not able to make any payment by the XXXX of XXXX XXXX, then they will report me to a collection agent or will refer my account to their legal network partner to be reviewed for litigation. This is where I need your help. NAVIENT has told me that I have exhausted all of my deferments during my clerkship and internship, as well as my economic hardship status. With the frequent phone calls and threats, there is no peace among any of us in my household and it seems my future aspiration to become a XXXX XXXX is at stake. My credit is also ruined, putting any future plans I have also at stake. I am not making much money and am still taking care of my daughter. My wife is the primary source of income in our household of XXXX, but makes less than {$13000.00} a year. We are economically disadvantaged and have been so ever since we entered this country from XXXX in XXXX. I hope that you will be able to help me in any way possible. Attached to this complaint you will find two documents from NAVIENT, as well as a letter from one of my daughters doctors to indicate that she was really sick and that I was taking care of her. 

Thank you and I look forward to hearing back from you. Kindly let me know if you will need further information regarding my daughters illness. If so, I will contact the hospitals, or I will provide you with their contact information. 

Thank you and XXXX richly bless you.

Company response to consumer: Closed with explanation