Consumer complaint received 2021-01-14
Company: Navient Solutions, LLC.
State: NM
Product: Debt collection
Sub-product: Private student loan debt
Issue: Communication tactics
Sub-issue: You told them to stop contacting you, but they keep trying

Complaint:
In XXXX of XXXX, I attempted to work with Navient regarding my outstanding private student loan debt with them. My first phone conversation occurred on approximately XX/XX/XXXX. At this time, I was advised to take ALL my student loans out of deferment so they can work with me on lowering my payment to a reasonable amount. I had to wait approximately 2 weeks for paperwork to go through before calling back. I called back on approximately XX/XX/XXXX. I was on a break between meetings trying to get this taken care of. The lady put me on hold multiple times after telling me the minimum they can do was interest only and it was {$1200.00} a month. I explained to her I can not afford this as this is almost one whole paycheck out of two I bring home a month. I was put on hold again. After 15 minutes of being on hold, I had to hang up to deal with a meeting at my job. After my meetings, I attempted to call back again and I explained the situation to the new representative and was immediately hung up on. I am working with an outside company to deal with this debt. After multiple times of them calling me references, I called back and asked to have them stop calling my work ( as this is my right to do so ) and my references. I originally sent a message and spoke with XXXX XXXX on XX/XX/XXXX ( I believe this is when I sent in the request through there system ). I received a response to XXXX and tried calling her. XXXX XXXX ( a floor manager ), completely refused to let me speak to XXXX and even went as far as to claim there was no one in their company by that name. I told XXXX I did not want to speak with her as I wanted to update my preferences for communication. She told me at this time, I have no rights to tell them to stop calling my work and my references and proceeded to even call me " honey '', " irresponsible '', and went as far as implying I am a bad person because I can not afford their payment a month. She threatened wage garnishment, a negative impact on my credit report, and liens against various personal property at this time. I told her I understood the consequences and did not want to speak to her about my personal situation as my husband had to leave his job to take care of his parents during Covid. When I told her this, her attitude changed to a helping attitude but would not give me further information on it. I explained to her she is not listening to how they can help me because I needed a reasonable payment and did try to get this taken care of in a timely manner. She told me I was dictating the phone call and being very irresponsible with this. At this time, I did not want further information because of they way I was essentially being talked down to and treated. I explained to her, I am working with someone on these student loans. She claimed it was her business because of the debt I owed. I explained to her, it is none of her business what I am doing because the company is helping me and not them and she does not need to know who this is. After this, I consulted the gentlemen I am working with and I sent a certified letter to Navient on XX/XX/XXXX with tracking number XXXX XXXX XXXX XXXX XXXX XXXX stating that I only want to be contacted via writing. According to the USPS website, this was delivered to them on XX/XX/XXXX. At this time, they quit calling my references and quit calling my employment but continued to call my phone. On XX/XX/XXXX, I have received another message on my voicemail for work. My mother ( who is a cosigner on 3 loans ) received a call at her work yesterday ( XX/XX/XXXX ). They have recently called my husbands phone as of XX/XX/XXXX and called my mother in laws phone this past week ( this date is undetermined but recent from her recollection ). I am attaching the letter that was sent, the receipt for the certified letter, the USPS screen shot showing it was delivered, the email that I received from Navient that there is no real concern but they want to " research '' this issue, and voice message email I received from Navient on XX/XX/XXXX which is after this date. I refuse to call and deal with this based on how I was treated by XXXX the last time. Even as I wrote this on XX/XX/XXXX at XXXX XXXX, they are still choosing to make the phone calls without the research done. What I am even more baffled by is my mother in law was never a reference on my original loan applications so I am not sure why she is being called.

Company response to consumer: Closed with explanation