Consumer complaint received 2015-05-29
Company: Navient Solutions, LLC.
State: MI
Product: Student loan
Sub-product: Non-federal student loan
Issue: Can't repay my loan
Sub-issue: Can't get flexible payment options

Complaint:
I have been dealing with XXXX XXXX over the last few years. Now that they have switched to Navient I have had nothing but issues with the company. In XX/XX/XXXX I was contacted by a Navient rep regarding my monthly payments. I thought I was still on a forbearance period and had no idea I was passed due XXXX months! She ( the agent who contacted me at the time ) helped me figure out a way to make a payment that could work with my budget, but forgot to tell me that it was only going to cover just XXXX of the XXXX loans. I was then contacted XX/XX/XXXX by a representative named XXXX whom was very rude and very unhelpful/disrespectful. I explained to him that I was unable to make a payment due to hardship and if there was anyway we could work something out to help me it would be appreciated. He then rudely told me I should seek a XXXX job and make my payments that way! I was thrown back by his commitment. At the time I just lost my mother due to a XXXX, she was only XXXX years old and it happened quickly,! I was in and out of work and on medical leave to help my family deal with our tough loss of our mother. Then, I have this representative tell me sorry you 're out of luck get a XXXX job! He made me feel worthless and helpless. Due to my situation I was unable to make payments or get adequate help with my loans. I recently got into XXXX and will be attending this summer or fall depending on my directors instructions. I received a call yesterday XXXX/XXXX/15 from my rep XXXX, again rudely expressed that I was a horrible person and began yelling at for trying to explain myself and the reasoning behind the missed payments. I asked to speak with a manager and it was not any better, I then asked for her supervisor and when she did I finally got to explain my past concerns and how I will be attending XXXX XXXX. We talked for 25 minutes and made arrangements for a payment the next day XXXX/XXXX/15. She also expressed to me that XXXX will no longer be contacting me and they will take proper actions with him regarding my concerns and his behavior. I also made sure she noted my account to pay the amount of {$310.00} and she assured to me severe times it is noted and her assistant is going to handle my payment the next day. So, today XXXX/XXXX/2015, I call to make my payment, was transfused to XXXX the agent who was causing me hard ache over the past months, told him to see his supervisors notes to make the {$310.00} payment, and I turn he said he saw nothing noted or an agreement noted in the system between me and his supervisor. I was so upset I hung up and ended the conversation. So I 'm back to square one and am running out of time. Again, I just need someone to help me or work with me and listen to my concerns. I have saved the voicemails from this representive as well. I have been loosing sleep over this and it 's causing me nothing but pain. I am doing the best I can with the cards I have been dealt at the moment. Please help and is there anything I can do? 
Thank you for your time!

Company response to consumer: Closed with explanation