Consumer complaint received 2016-07-22
Company: Navient Solutions, LLC.
State: FL
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 a student with Navient that is currently delinquent. I was enrolled into a program that reduced my payments, which allowed me to afford my payments. The loan went delinquent late last year because I was laid off from my job. I am still unemployed. Despite just receiving {$270.00} per week in unemployment benefits, I tried to make payments to Navient. I used my tax refund to pay Navient because despite not having a job I did not want my loans to go into default. I will start a position on XXXX/XXXX/2016 with a salary of {$50000.00} a year. 
Over the last few months, I 've dealt with several different reps at Navient. The first time I spoke with someone at Navient was XX/XX/XXXX. I spoke with a rep name XXXX and I explained my situation to her. While dealing with XXXX, I made a payment of {$740.00} to XXXX loans XX/XX/XXXX/XX/XX/XXXX. I believe the payment cleared on XXXX XXXX. After the payment cleared, I called XXXX at the number and extension she had provided me to discuss the next step. The rep who answered the phone said she could not locate in the system. In XX/XX/XXXX I spoke with several different people at Navient and different phone numbers. I first spoke with a rep whose name I do n't remember. She discussed the possibility of re-enrolling me into the program or extending the program. Extending the program would cause my payments to go up to over $ XXXX/month, which I ca n't afford. So she talked about re-enrolling me into the program but I would be required to make a payment by XX/XX/XXXX in order to re-enroll. I did not have the money to make the payment when I spoke with. She said she would call me on XXXX XXXX and at that time I would let her know whether I could make the payment. A few days later, I received a call from another Navient rep named XXXX XXXX. I told him I had spoke with another rep on this file. He and I talked about the account and re-enrolling in the program. He said extending the program I was in would increase my payments to close to {$1400.00}. He said I could re-apply for the program but I would have to make a payment by XX/XX/XXXX in the amount of {$970.00}. I did not have the money because I am also trying to keep my car from getting repossessed. I told him I would have to see if I could borrow the money from my sister or brother. My brother was able to loan me a small amount. To come up with the {$970.00}, I sold some personal belongings including my laptop. After I got the money together, I called XXXX and let him know because I wanted to make the payment in order to re-apply for the program. I made the payment on XXXX XXXX. When I last spoke with XXXX, he told me to call back closer to the end of the month to start the process of re-enrolling into the program I was part of. On XXXX XXXX, 2016, I received a call from another rep who basically told me I would not be able to reapply for the program unless I can make another payment by XX/XX/XXXX. I told her that was not what I was told last week when XXXX and I spoke. I spoke with a supervisor who told I would need to make another payment by XX/XX/XXXX in order to re-enroll into the program. At the end of this month, my monthly payment to Navient will be close for {$2000.00}, which I clearly can not afford. That is why I worked so hard and sold things to be able to make the last payment in the amount of {$970.00}. I relied on the what the reps had told me, which is I could re-apply for the program by making a payment in XX/XX/XXXX. Now after I make the payment, they told me I need to make another payment in order to re-enroll into the program. That is contradictory to what they told me. I know I owe the money and I want to pay but my financial difficulties have made that hard for me. My current financial situation does not allow me to make {$2000.00} payments a month. If I knew they would they would have done a XXXX on me, I would have tried to do something else.

Company response to consumer: Closed with explanation