Consumer complaint received 2018-06-26
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
We were told that back in XX/XX/XXXX Navient took back all student loans from XXXX XXXX, when this happened my husband received a calling asking him to re-certify his payment. I called them back, XX/XX/XXXX, after receiving a voicemail to from Navient, this is about 3 weeks after they initially called my husband, asking to call back XXXX XXXX regarding the account. When speaking with her she was telling me that the account was in default and that we needed to settle the account. She was very rude would not give me a straight answer saying I used inappropriate language, which I did not then she hung up on me. 

The next day, XX/XX/XXXX, she called my husband saying she would not talk to me so I better not call back because I used bad language and that I had been rude to them before, I had never spoke to them before XX/XX/XXXX, and because of this we now had to pay a deposit of {$2000.00} and pick a settlement option or they were going to send it to litigation. When my husband asked XXXX XXXX about the recovery program/ contract we were on she told him they are not honoring any contracts that were previously set up and that our account was in fact 200+ day in default. He told her we had been paying on this account for a while now she said all she can see is what in front of her. I then called our previous account manager at XXXX XXXX, XXXX, regarding this. XXXX told me all accounts under any program/ contract are supposed to be honored period, and that Navient should not be asking for any kind of deposit. XXXX gave me Navient direct number because she thought I may be talking to some kind of secondary agency. I called Navient back again and spoke with Manager XXXX XXXX told him what was going he then began to tell me about the whole settlement thing again, explained to him unfortunately this is not a feasible option due to my husband being out of work and that we just want to continue paying per our contract. He could not give me a straight answer why it shows we are 200+ days in default even though we were in a recovery program to fix it he said well we are not honoring any contracts or programs set up and would not explain past that why. He then asked to speak with my husband where he continued to pressure and push to settle. Then said what if I lower the deposit would that help my husband said maybe we just do not have the extra money. XXXX said let me see what I can do and you see if you can borrow the money from somewhere or someone. 

The next day, XX/XX/XXXX, I called XXXX XXXX again and spoke with XXXX explained to her what was said by the manager she was baffled as to why they were telling us all this. She then took all names and reached out to her superiors trying to help us figure it all out and told us to call back again around the same time tomorrow. 

On XX/XX/XXXX I called back both XXXX and Navient but was unable to reach the people I needed to speak to, I assumed due to the holiday weekend, I left a message for XXXX to call me back. 

On XX/XX/XXXX My husband received a call from a XXXX XXXX at Navient regarding the account she was very nice but gave him the same options but said that XXXX XXXX XXXX authorized to lower the deposit to {$1500.00} and we could split it up into 2 payments if needed. My husband said let me call you back. I then called XXXX at XXXX XXXX, she then explained to me per her superiors that have been in contact with Navient that they are honoring all programs and contracts period. They are not supposed to be asking for any kind of deposit and that the whole point of the program/ contract we were on was to remove the default and put us in good standing. I then called XXXX XXXX back explaining to her everything that was told me per XXXX XXXX she said give a little bit of time while I investigate and I will call you back. She never called back. 

My husband finally heard from Navient again, XX/XX/XXXX, XXXX XXXX was also very nice but told us the same thing about settling but this time she acknowledged that she did see we had been making payments some of them were a week or so late but we had been paying. I told her I have been waiting for XXXX XXXX to call me back does it say anything there about her looking into something she said no. I then explained to her all of it again she said she does really know why loans were pulled from XXXX just that they were and that as far as she knows Navient is not honoring any contracts made on their behalf by XXXX, or why our account is showing 200+ days in default even though we had been paying and were in the recovery program. She then continued to tell us that our deposit was lowered again to {$1000.00} but could not tell me why the deposit just that it was needed, but we were approved to continue paying once they received the deposit. I had to repeat this to her for clarification so to continue paying, not settle, we need to pay a deposit? Im sorry but that makes no since. She continued thats what the managers want because you are 200+ in default. I told her thats why we were in the program was to fix all of it and that we  have been in this program for over 3 years she said yes but we are not honoring any of it, I dont know why be we are not. I told her I want this to come off rude but I need to do some research because none of what any of you are saying sounds right. I need to speak with some kind of lawyer or financial advisor. She said ok thats fine I understand call back when you can and if I dont hear from you I will call back again at the end of the month. 

I have been reaching out to credit lawyers and doing a ton of research and can find no help. They started calling again leaving my husband 2 messages on XX/XX/XXXX and XX/XX/XXXX stating he has 2 days to call them back before it goes any further. All Navient has done to this point was try to bully us into paying this deposit and settle. When we would not settle because we can not then threaten us with a lawsuit if we do not give them a deposit.

Company response to consumer: Closed with explanation