Consumer complaint received 2017-06-23
Company: Navient Solutions, LLC.
State: TN
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I checked my statement on 6/23/2017 because I knew I had a payment due on 7/3/2017. My payment was XXXX higher than it had been previously. I have 2 loans with this servicer, both of them have been in an interest only repayment plan. The most recent statement, published on XXXX/XXXX/2017,  noted that the repayment plan on XXXX of my loans would end on XXXX/XXXX/2017 and noted the amount it would increase to. When I called my loan servicer about this amount, I was told that it was actually the OTHER loan that would increase after XXXX/XXXX/2017.  This other loan was NOT noted on my statement as the loan that would increase. They claimed they sent a letter to me notifying me of this change. I never received this letter. They cited an old address that they sent it to. I corrected the address and asked them why they did not send me this notification via email, like they normally do. They normally do not send me these notifications in the mail. I usually receive notifications of loan status/amount changes in my email inbox. They did not have an explanation for this. The man I spoke with on the phone proceeded to lecture me about my responsibility to pay back my loans. I told him that I would pay what I could but that I was not comfortable with the lack of accurate communication about my payments increasing. He then asked about my co-signer and if my co-signer ( who is my mother ) would be able to help me make payments. I told him I did not think so. I wanted to see if we could come to an agreement about a payment that works better for me at this time. My loan has increased at least twice in the past year. Once because of an interest rate change, the second time my loan increased around {$10.00} and I did not receive proper notification, but overlooked it because it was only a small increase. I probably should not have ignored that, but I ca n't go back and fix that now. This time it 's increased again and it 's almost {$100.00} more than what I 've been paying monthly since the last {$10.00} increase, and I can not afford a payment that is almost {$100.00} more than the payment I have been making. I 'm at my wits end with this loan servicer. They have terrible communication, terrible customer service, when I call in no XXXX seems organized enough to know anything about what anyone else already knows about my account, and they continue to raise my payments when they know I can not afford to make more of a payment than I already make. I have other loans and other obligations outside of this loan. THey are unreasonable and a pain to work with. The man I spoke with on the phone today spoke to me in such a way that it made me cry ... ..I have NEVER had such poor customer service. I have never had anyone from customer service speak to me in such a way that made me cry. I do n't know what else to do. I can not afford to have my payments jump higher and higher without proper advanced notification of the rate change so I can plan my finances accordingly and the bullying I get from customer service when I call about the changes and question the changes is over the top. Please help.

Company response to consumer: Closed with explanation