Consumer complaint received 2017-09-06
Company: Navient Solutions, LLC.
State: CT
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't temporarily delay making payments

Complaint:
I am struggling to get Navient to work with me. When I first XXXX school, they were expecting me to pay over {$2000.00} per month with no job. When I obtained a job and applied for income base, they were still asking over {$1000.00} from me. Prior to getting a mortgage, I paid every month, no questions asked. Not to mention, while I was in XXXX school, I worked 2 jobs just to pay my student loans monthly so that I could reduce what I owe. At times, I would pay {$2000.00} per month. 
Unlike many others, I did not just stop paying. Instead, I have tried working with them. I call and ask if there is anything I could do to adjust my payments or if I can have any assistance. The options they give me are to defer my loans and any interest will be added to the principle. Okay fine, but what they neglect to tell you is that this does not apply to your private loans. So here I am thinking that my loans are deferred for a month yet they start immediately with their harassing calls to my father ( as a co-signer on 2 private loans ) and to myself claiming I did not make a payment. Turns out, when I specifically ask to defer all loans, they left out the private loans. To defer the private loans for 1 month, I have to pay a fee of {$100.00}. How does that make sense. Either way, going forward I knew this process. When I again deferred my loans for another 60 days, I then said, I know private loans are separate but can you please take care of everything for me. Evern though they said they did, I began receiving the harassing calls again. 
Most recently I called and asked if there was a way to reapply for the income based and the lady on the phone helped me. I asked if there was anywhere on the form that would allow me to add my expenses ( i.e. mortgage, car payment, utilities, etc. ) and she said no. She helped me reapply for the income based and said that she would defer my loans for 60 days to allow me to finish the forms. However, when I sign in to my account, it says that I am overdue for a payment of over {$3000.00}. 
This is the best part, I can make a payment today, and in 2 weeks I am already receiving harassing calls from Navient stating that I owe them money and that a payment is due. Arent payments on a monthly basis? And in order to XXXX me over, when I call and say that I made a payment 2 weeks ago how can I already owe money, they always use the excuse that owe you only paid a portion of what you owed and this is the rest. However, when I last signed into my account to make the payment, I always made the payment of what I owed. They manipulate their system so that you are constantly paying. 
Every time I try to call them, they are of NO help. They are a horrendous company to deal with. I try so hard to somehow reduce my payments as opposed to not paying at all yet they are willing to offer me no help! I struggle every month with my bills but yet still try to set money aside for my loans. I can not afford my loans. I am living on a check to check basis not knowing if I will be able to pay my mortgage because Navient is constantly harassing me. Just tonight i tried calling to reapply for income basis and the person i spoke to forwarded me to customer service and I spent 20 minutes pressing zero to speak to someone because the automated message would not go away. My dad as a co-signer tried to call since they also harass him with calls and they ( XXXX XXXX ) had the nerve to hang up the phone on him! 
Something needs to be done about this HORRIBLE company.

Company response to consumer: Closed with explanation