Consumer complaint received 2018-07-30
Company: Navient Solutions, LLC.
State: CO
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
I have contacted Navient by phone and email to discuss the following : -I did not receive a XXXX for XXXX. The website information states I am not eligible to receive a XXXX ; though payments were submitted for XXXX. Navient will not provide an explanation as to why. 
-I am currently unemployed and would like to negotiate terms according to my income. When I attempt to select payment options information on the Navient website to determine what my options are, I am refused and directed to call a Navient phone number - Navient operators refuse to provide detailed paperwork for review. I would like to receive paperwork clearly detailing and defining terms of what the Navient operator offers, and have opportunity to review any paperwork prior to agreeing on any terms -I would like paperwork clearly defining the breakdown of who owns my loans, and the principle and interest detail on the many payments I have made thus far. I would also like to know if terms of the loan have been changed at any point, as I do not have recollection of receiving any information. 

I have attempted to obtain information regarding my loan on the Navient website to determine what my payment options are. When options for repayment is selected, I receive an error message stating I need to call Navient directly. Navient will not answer email regarding my questions. When I call them, the last call being XX/XX/XXXX, the operator consistently changes the terms and amounts for payments. He ( agent XXXX ) initially wanted to add 100 payments to the back end of my loan in order to negotiate any reduction in monthly payment. He did not provide any explanation as to the addition of 100 payments and states he can not not provide any detail or reasoning on that. He then offered another program for 9 months at a reduced interest rate ; however, the terms are very vague, and he refuses to allow any review of paperwork on terms unless I provide a credit card so that automatic payments can be deducted on a monthly basis. 

Each time Navient is called, vague and differing terms and amounts for monthly payments are provided, with no explanations given. When I ask for detail, the operator states they can not provide any unless I give them a credit card and opt into their program. When I provide any hesitation, the operator will give another amount as monthly payment. 

On XX/XX/XXXX the cosigner of the loan and I called Navient and spoke with agent XXXX. The agent once again provided different information and was requesting that the cosigner provide personal financial information over the phone. This was not acceptable to the cosigner, as we have no idea how secure this information would be handled by the Navient operator. As a consumer, I, as well as my cosigner would like to review in writing prior to agreeing to anything, as well as have detail on the many payments I have provided thus far. 

Lastly, I have asked for a breakdown of who owns my loans and principle and interest detail. Again, this is something the Navient operators state they can not provide, with no option for this detail on the Navient website. I have no idea how this loan is being handled, both presently and in the past, as no valid detail is available or being provided. I, as well as the cosigner have made several attempts at resolving the aforementioned issues and concerns, only to be presented with confusing and vague information from Navient.

Company response to consumer: Closed with explanation