Consumer complaint received 2019-05-30
Company: Navient Solutions, LLC.
State: PA
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
On XX/XX/XXXX, I called Navient to check the status of my refund differential that was told to me by XXXX XXXX on XX/XX/XXXX. XXXX stated that she was able to see that My RRP expired in XXXX and I td XXXX that I called around that time to re-certify, that is when I was told that all of my loans were be a total of {$270.00} ( the ones in RRP and the ones that didnt qualify for RRP, would go under Select payment ). I was told this by 2 different Representatives, XXXX in XXXX and someone else in XXXX/XXXX. My payment NEVER WENT TO {$270.00}, instead, I was charged {$290.00} in XXXX and XXXX and in XXXX, {$390.00}. Ive spoken with a rude representative today ( XX/XX/XXXX ) who kept telling me that my loans were separate and that she can not do anything about lowering the payment from {$390.00}. I demanded that she check the voice recordings from the prev months and that I speak with her Supervisor. She had me on hold for 15mins, then XXXX XXXX got on the line. At first she told me that Ive exhausted all of the prog assistance plans, then she said that She can only get me down to {$340.00}. I told her that I can not afford that at all and she suggested that I get on Forbearance. XXXX proceeded to cut me off and they tell me Since youve stated that you have a good credit score, why dont you consider refinancing. Otherwise, I can not offer you anything more! Lastly, XXXX informed me that she will put in a request to have the complaint dept listen to the recordings because the {$270.00} wasnt documented. XXXX rejected my request to have a print out of the recordings from XXXX and XXXX and stated that it was only for internal reviews. Ive asked for proof that I agreed to be put into 2 separate RRP and Select progs as she stated that I was enrolled in, to no avail. Then she stated I will put in the complaint even though nothing will be done about it other than higher ups having a conversation with the prev representatives! COMPLETELY UNPROFESSIONAL. I was given a much price and now she states that it was a misunderstanding and if I dont pay, I would be delinquent. She even stated that if I wanted to, she would remove me from RRP. The call was completely stressful and I feel drained. Nothing was resolved and she left me feeling like I was the one to blame when all that I wanted to do was to pay my bills on time and keep my credit score high. I was yelled at, I overheard whispers, and I was told that I was enrolled in 2 different Rate Reduction Programs and a select prog, but I was not aware of these things. None of the payment allocations were thoroughly explained, XXXX even said that my address was incorrect in the system, but mail was sent to me. THIS WHOLE EXPERIENCE HAS LEFT ME IN MORE DEBT THAT I STARTED. I need a lower payment, I CAN NOT AFFORD ANYTHING OVER {$280.00}. Ive been paying on these loans for over 7 years and my standard payment is still {$530.00}. How?

Company response to consumer: Closed with explanation