Consumer complaint received 2018-01-28
Company: Navient Solutions, LLC.
State: WI
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
In XX/XX/XXXX, I took out a private student loan with a co-signer while in my XXXX degree program at XXXX XXXX University in XXXX, WI. After completing my XXXX degree, I went on to complete a XXXX XXXX degree and shortly after entered into XXXX school in XX/XX/XXXX. While I continued to be in school the loan was deferred. However, during XX/XX/XXXX, my first-year of XXXX  school, I contacted Navient about the loan as I received a notice that it will enter repayment soon. When I contacted Navient in XX/XX/XXXX the customer service representative advised that I had used all of my deferment periods and could no longer defer the signature student loan. Nevertheless, I was then advised by the Navient representative that because I was still in-school I could make payments of {$50.00} a month. I agreed and started to make payments. 

Subsequently, I would have to call in every month to ask for a forbearance and then make the {$50.00} payment. After making several payments which Navient did not accurately post to my account. On XX/XX/XXXX, I placed a call to Navient and spoke with a supervisor, XXXX XXXX, and it got ugly. XXXX XXXX advised me that Navient is unable to take any more {$50.00} a month payments and either I pay the loan off in-full or make the regularly scheduled monthly payments. I explained that I was a full-time XXXX  student that was unable to work full-time according to XXXX standards and there should be a way to make a payment arrangement. 

XXXX XXXX was very nasty and advised that " I just need to pay my bills. '' I escalated the call to the customer support team and left dozens of messages with the team regarding my complaint on XXXX XXXX. Unfortunately, I was not able to reach a live person and towards the end of XX/XX/XXXX, the loan became seriously past due. I am upset because I have kept all of my student loans in good standing but ever since Navient took over this loan from XXXX XXXX their customer service practices has led to this defaulted private loan. Navient 's continued unwillingness to make " reasonable '' payment arrangement with a full-time enrolled XXXX student has caused both myself and my co-signer to suffer harm with all three credit bureaus. Moreover, I have done my due diligence in trying to keep this loan in good standing. 

Further, on XX/XX/XXXX, I received a letter from Navient advising that I was overcharged forbearance fees and that I had received a refund of those fees on my account. My issue is that nothing on my account was reported accurately and up-to-date I am not able to see a full listing of all my {$50.00} payments that were made. 

Lastly, the private signature student loan that was originally taken out with a principal of {$2300.00} but has grown to {$4400.00} with several late fees, should not be seriously delinquent as I am willing to set-up a payment arrangement. I need assistance in dealing with this Bully of a Loan Service Provider. Navient 's customer service department does not seem to understand how they are negatively impacting people 's lives by deliberately and intentionally causing responsible borrowers to default on their loans. It must stop!

Company response to consumer: Closed with explanation