Consumer complaint received 2017-10-28
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
In XXXX XXXX regarding enrollment in the rehabilitation program. XXXX and XXXX, XXXX XXXX informed me of the required process to submit a settlement offer when the offer is less than XXXX XXXX of the balance. I submitted a settlement offer letter via email on XXXX XXXX, XXXX. 

In late XXXX XXXX around XXXX I called XXXX and spoke with XXXX XXXX of the settlement offer decision. XXXX transferred my call to XXXX. XXXX asked when I sent the letter. She found the letter put me on hold to inquire with another department regarding the decision. When XXXX returned she informed me the offer was denied. I asked why. Again, I was placed on hold. She returned stating the standard criteria that should be included in a settlement offer letter. I responded, I did. XXXX put me on hold again. When she returned to the call she confirmed the necessary information was in the letter, but XXXX couldnt give me a reason why my offer was denied nor confirm a denial letter was sent. 

I asked to speak with a supervisor. I was transferred to XXXX, a co-worker of XXXX. XXXX expressed she was not a supervisor. XXXX transferred my call to XXXX, a manger. Our conversation ended with XXXX stating she would send the email to the proper department for review and XXXX would contact me of the decision and a letter of that decision would be mailed. 

On XXXX XXXX at XXXX, I contacted XXXX to inquire of the status of my offer because I had not been contacted by anyone. I was informed by XXXX of a letter mailed to me with consent from XXXX XXXX XXXX XXXX XXXX, for a one-time authorization to accept a settlement amount of XXXX. When I finally received the letter in hand, which was postmarked XXXX XXXX, XXXX it stated I would need to respond with the payment or lose the offer by XXXX XXXX, XXXX. The consent to settle this debt for XXXX, with a deadline date of less than XXXX days, I believe XXXX knew it to be an impossible offer for me to meet at this time. 

COMPLAINT : XXXX XXXX XXXX XXXX on behalf of XXXX XXXX XXXX XXXX XXXX XXXX refused to respond to an offer to settle a XXXX Student Loan. It wasnt until I contacted XXXX, XXXX months later, that I was informed by telephone my offer was declined, yet there is no documentation confirming said decline. 

XXXX did offer in writing later that same month to settle that debt for an amount, which is almost XXXX XXXX  more than the original loan amount that I had been paying over the years, which due to misfortunes is now in default. XXXX counter offer is the standard XXXX XXXX  of the balance, which is unreasonable and communicated to me prior to making an offer. 

XXXX is aware of my hardship and inability to pay such a high amount to settle this debt. To add insult to injury XXXX stipulated in its postmarked letter dated XXXX XXXX, XXXX, I respond with payment no later than XXXX XXXX, XXXX, less than XXXX days, or lose the offer. 

XXXX did not give due consideration to my financial status, not time to respond with payment. The counter offer is a deceptive act ; XXXX never truly considered my offer as serious nor expected me to be able to meet the settlement offer considering my current nomadic and financial status.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation