Consumer complaint received 2017-07-04
Company: Navient Solutions, LLC.
State: CT
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't temporarily delay making payments

Complaint:
I recently had XXXX XX/XX/XXXX, 2017. My pay check from work has significantly changed and am taking home less pay every two weeks due to health insurance increase to family plan. I have been currently trying to find other options for health insurance for my family to get a better pay check, more take home money to pay bills such as student loan bill as well as my monthly bill payments such as utilities and food etc. I have also called other student loan companies that I have to figure out how to delay payments or get approved for a re payment plan. I have successfully talked to other student loan companies and they gave me repayment options such as the income driven repayment plan. But when I called NAVIENT, it was a different story and I was offered little guidance and support and was threatened. I called NAVIENT on Tuesday XX/XX/XXXX at XXXX XXXX. I explained to them I just had XXXX  and my new family situation and that my pay check has significantly been reduced and that I can not afford to pay them my monthly payment and want to avoid having my account in default and to a collection agency. I explained what other student loan companies offered me such as the income driven repayment plan, and stressed the fact that I could not pay them that amount or much of anything right now but once I figure out getting different health insurance, or getting a new job which I am trying to do as well, I can afford to pay them and would be happy to do so, and re iterated again I 'd like to work something out with them and that I 'm trying to apply for a XXXX XXXX XXXX  position because I just finished my XXXX degree and am certified to XXXX. But I can not afford to pay them plus afford my utilities and monthly bills and food etc. The man on the phone ( did n't take his name down, and i usually do, but his phone number and extension are XXXX ext XXXX ) said that because navient is a private loan company and they do not offer repayment plans that only federal loans do. He said he would interview me and ask me a few questions about myself and finances. I answered at least 20 questions regarding my monthly bills such as electric, heat, cable, internet, cell phone, groceries, gas, and my new paycheck gross and net amounts. He put me on hold then came back and said that he could offer me a lower monthly payment of {$170.00} due every month but that I had to pay that amount exactly right now on the phone or else this offer would not stand and could go to collection agency and then caught himself in mid sentence to tell me that this was not a threat that he was telling me. I asked him and said to him exactly these words, '' so your telling me, after I told you how I can not afford to pay you and answered all your questions about my bills and this is the only option you can give me and I have to pay you this amount right now even though I do not have any money? I said to him, I will have to somehow get the money, I do not have the money, I will have to ask family or friends or something. He said that if I hung up the phone right now, this may not and probably would not be an option to pay this new amount. I said, well I do not have a choice. I do not have any money in bank account nor can I afford to pay that amount and your telling me that 's the only option I have, I have to find the money. He said, let me finish writing notes down for when I called again and if I got a different rep and he gave ma his extension to call back once I had found the money somehow. I now have not been able to pay that amount nor can afford it. My loan will be going into collections in a few months. This is the third time I have called them since XX/XX/XXXX to discuss my loan and repaying them and I find the reps to be confusing, not understanding, and they have done nothing to help my credit and all they have done is add stress and XXXX to a new mother as well as threatened me. They now call me constantly since I called them on that day XX/XX/XXXX.

Company response to consumer: Closed with explanation