Consumer complaint received 2017-01-19
Company: Navient Solutions, LLC.
State: NC
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 had originally set up an interest only payment with Navient while I was working for less than minimum wage at an internship XXXX. After my interest only payment program expired, I was able to set up a new payment plan based on the financial statement of myself and my co-signers. 
After my second repayment plan expired, I was told I did n't have options for another plan without my co-signers providing their financial statements again. They suggested I pay a forbearance period of XXXX months to buy time so that my cosigners could do this. I called on the XX/XX/XXXX to set up a new payment plan. The representative I spoke with told me to call back after the XXXX of XX/XX/XXXX, since they must take payment to set up a plan and it would be easier on me financially to make XXXX payment after the XXXX instead of XXXX on the XX/XX/XXXX as well as XXXX being due XXXX days later on the XXXX. I called back after XX/XX/XXXX and the rep I spoke with that day set me up with recurring payments of an ( almost ) affordable amount, mentioned changing my interest rate and that it was approved by her supervisor. I never received any pieces of documentation of this call. The representative that set up that plan had me listen to each scheduled payment that I was setting up for XXXX months so I thought I was set for the next year or so. The representative I spoke with that day also told me that my account would show as up to date after the third agreed upon payment was made, but not until then. 
When I applied to get a mortgage with my partner a few months ago, I found Navient had been reporting me delinquent to all XXXX credit agencies. I checked my online account status with them and it was still showing a large amount past due and delinquent, even though the agreed upon payments were being drafted from my bank account. When I called to ask why this was and when it would be corrected, I was told that they had no record of my payment plan being set up ( even though the money was being drafted from my account for XXXX months and recurring payments were still scheduled ) and that my payments were not large enough to be considered " qualifying payments, '' therefore, my account was still delinquent. The supervisor I spoke with told me that it was no one 's responsibility to inform me that the payments that had been set up for my account would not qualify, and he could also not tell me who got to decide the amount needed to qualify. I was also told that the scheduled payments would continue to come out of my bank account for the rest of the year. They insisted I pay {$77.00} to roll my account back to the beginning of the month so that I would not be past XXXX days delinquent. I paid {$77.00} that day. They started calling me and my cosigners XXXX times each day since then. 
I sought counseling from an XXXX network agency to help me negotiate with Navient because I felt they were not telling me about all of my options. After I approved my XXXX to receive information about my loan, she was able to find the representative responsible for my account and set up a time to provide a new financial statement to see if I could renegotiate the terms of my loan. These new terms provided me with a manageable payment ( much lower than ANY they had set up for me before - even though I was told my payment could not be lower before ) and I received documentation of these changes through the mail. I am still confused about how this was possible, when before they were clear that I did not have any other options.

Company response to consumer: Closed with explanation