Consumer complaint received 2016-03-29
Company: Navient Solutions, LLC.
State: FL
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
My student loan was transferred from XXXX XXXX to Navient as of XXXX XXXX. I 've experienced many frustrating situations with this company. The latest, my program I had with XXXX XXXX finished in XXXX XXXX. I received a letter in the mail indicating I could contact Navient to look into programs to reduce my payment to keep it affordable. I contacted XXXX and spoke to XXXX XXXX. His extension was XXXX XXXX. He obtained my financial information and requested to speak to my co-signers. My co signers came in contact with him and provided their information. When I asked what my new payment would be he said it looks like I would qualify for a 3 % interest rate But he could not give me that amount that moment unless I could make a payment. My payment was not due until XXXX XXXX and I was calling a month before. I had just made my XX/XX/XXXX payment and did not have that money to make a payment. I indicated I would call back in XX/XX/XXXX to obtain the new amount and set up my payment options. When I called back I was told I was denied because between my co-signers and I we have disposable income. My parents are now retired my mother does not work my father is the only one with income they do not provide assistance to my bills. When I qualified for previous programs under XXXX XXXX my parents were both employed making significantly more money and I was employed but I still qualified for programs that would keep it affordable. At this point my payment is {$870.00} from {$510.00} that is more than XXXX % of my income it was recommended to me to cut corners or to obtain another source of income. When I ask to speak to a supervisor he told me I was argumentative I did not qualify for anything and as I tried speaking to him he would n't he kept repeating that I was not qualified because I had income due to my co-signers having extra money. When I tried telling him that do not provide me for bills he accuse me of being argumentative. When I stated I would file a complaint he told me to have a nice day and hung up the phone on me. They do not provide anything in writing in regards to what their programs are in the criteria. They tell you they have programs take all your information and then deny you but do not provide anything in writing in regards to their policies. I was told there were minor policy changes and they were still the same people but nothing has ever been given in writing to me in regards to their policies and their programs and why I can not meet anything I 've only been told by supervisors that I do not qualify yet you never see anything in writing.I 'm trying to keep my payments affordable my cosigners do not provide income they only provided the information to them because I was told it was a requirement for us to meet program criteria. I been in collections with this company before over the summer and they use tactics such as lying to you. the collections associate XXXX, would take my information tell me I was approved for programs than the day before my bills would be do she would call me and say I was denied and I needed to apply for something else would we take all my information when I could not make payments at that high amount she would make comments such as my co-signers would be litigated my way in wages would be garnished. When I would ask for programs in writing to see the criteria and to see why I did not qualify same thing nothing in writing was ever provided in regards to criteria and programs available. Supervisors on the phone would just tell you you did not qualify would not provide any assistance and we 're very rude. When will this company Be investigated for their crooked ways of handling private student loans?

Company response to consumer: Closed with explanation