Consumer complaint received 2017-08-18
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:
XXXX XXXX, XXXX This is in regards to Navient I have participated in Navient Rate Reduction program for roughly the past 2.5 to 3 years. It helped me so much as I am a XXXX and my income fluctuates throughout the year. Unfortunately there are times I do n't work and am on unemployment  so this rate reduction made it possible to make the payments during income droughts. Each you are required to re-apply for the program. You are interviewed and asked about your monthly income, your spouses income and the sum total of your various bills related to basic needs. In this particular interview I was asked by the representative, after explaining to them in detail that I 'm currently not working and on unemployment, how much I make when I am working and how often am I paid. I gave them an estimation of my bi weekly income when I am working for a company. Navient took this information and calculated that I have XXXX in excess income at the end of the month with which to pay my student loans and was denied access to continuing the rate reduction program. I politely asked " Should I have given you my monthly income on Unemployment? Because that is my current reality '' The representative said I could gather bank statements to submit to them to show proof of my lessening income and reapply. I took her advice, submitted the documents and called again a few days later. The new representative looked at my information and said the original representative would call me back later that day. I waited till the afternoon and received no call so I called back. A new representative explained to me she received my info but never worked on my account and the original representative who told me about the bank statements no longer works for the company. This frustrated me because I had no knowledge of this and should n't a company dealing with such high financial burdens and payments be looking out for the people they are supposed to be aiding in paying them, should n't they have reviewed this ex-employee 's information and noticed that they informed me to submit more information and keep in touch with me. The new representative then explained that the head manager denied my application and there was no way around it. I asked to speak to their manager and while I was transferred it was n't without them adding " Well my manager looked over you account with me but ok '' I spoke with the next manager and was explained with no sense of empathy that his manager who is " 3 levels above him '' denied my application, and again " this is black and white, theres no way around it. '' I explained some of the above I 've shared about my unemployment income and the error I believe happened on the application regarding what I " sometimes make ' and he explained that " We see that your account is in good standing and your credit score shows no negatives so we believe you are able to pay. If in the future you are unable to pay you can call us and we can see what the next steps are. '' I was so baffled by this logic. My account is in " Good Standing '' because it is in a " rate reduction program '' it was not in good standing prior to entering the program. I was constantly late or making half payments. I have n't missed a payment in almost 2 years because of the plan. It seems offensive to me that I now have to go late or delinquent to have access to a program I 'm trying to use to stay in current standing and pay off my loans in a way that benefits the company and helps my wife and I have some money to get by. The lack of empathy and the almost subtle frustration I could hear in the representatives voice was incredibly offensive considering that my financial burden is n't their personal problem, they do n't have to live with it, they do n't have to talk to their staff and try to find the best solution. I would encourage Navient to actually acquire a heart in their business practices and train their staff to exercise all possible options to aid someone in trying to actively stay " current '' with their bills. A student loan company 's business model should n't be " call us when you 're failing and we 'll figure it out '' it should join hands with the people it is servicing to help them avoid falling down, to avoid having to climb out of holes. If my payment is late this coming month or lower than normal, it is completely the fault of Navient not attempting to work with me or help me. They should be responsible for any " default '' I accrue considering I tried everything to avoid it. I 'm not sure there is much else to say except shame on you.

Company response to consumer: Closed with explanation