Consumer complaint received 2018-11-13
Company: Navient Solutions, LLC.
State: PA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Keep getting calls about your loan

Complaint:
I have been repaying my student loans for 6.5 years with little to no issues in making my monthly payments. In XXXX I was involved in a car accident which left me with both a new and unexpected car payment ( my job requires owning a reliable vehicle ) along with other unforeseen expenses. My husband and I found ourselves in a financial hardship and reached out to a debt relief company- XXXX XXXX XXXX . Two of the accounts that they took on are student loans that are currently being held by NAVIENT, although they were originally through XXXX, and previously owned by XXXX. With the debt relief program we were instructed to stop making payments and to change the contact information to their phone number and address. Soon however, we began to receive calls anyway, multiple times a day. Then both my parents and in-laws started receiving phone calls multiples times a day, every day ( over 100 calls within a weeks span ) regardless that they had said I was unreachable at those numbers. I spoke to them once explaining that I was in a financial hardship and that they would be paid as soon as possible but to please stop calling. The calls continued. Tonight, fed up I decided to call them myself and try to explain my situation. The man who is assigned to my case, XXXX XXXX was telling me that they had on their record that my number, the same one I was calling them from was a bad number they could not call and that was why they were continuing to call the other numbers. I stated that I have also been receiving calls and the others had told them I was not able to be reached and to please stop calling. After confirming my phone number with them, he continued on to the matter of my loans not being paid on. He was explaining what the next steps would be if I didnt make payments, about going into default and that they would seek the help of a collection agency and the risks associated with that. I told him that I understood and that unfortunately we were in a financial hardship and unable to make the payments at the moment, that they would be paid once we were able to. I stated that we were working with a debt relief agency that they would be reaching out to them to work out a payment plan. That is about when the conversation turned. XXXX became very nasty with me. He began threatening me and implying that I am stupid for going to a debt relief program saying that they werent going to help me at all and that NAVIENT does not and will not work with agencies like that, and that they are going to wind up suing me. I stated that I will face it when it comes. XXXX scoffed at me mocking what I had just said. He then brought up the auto loan that I took out in XXXX and was saying that clearly I am capable of managing credit. I tried to explain that the hardship we faced began with that, that if he looked at my account he would see I made payments through XXXX but then had the hardship. Without even allowing me to speak, he started talking about how of course because a lot of people all of a sudden have financial hardships after taking out auto loans and something about a lack of responsibility. He was yelling over me not allowing me to speak. I said that he didnt have the right to talk to me the way that he was, said I would not listen to it anymore, said goodbye and hung up. My husband and I agreed there are much nicer more professional ways he could have spoken to me and that his practices are both unfair and unprofessional and he should not get away with it

Company response to consumer: Closed with explanation