Consumer complaint received 2017-08-25
Company: Navient Solutions, LLC.
State: SC
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:
In XXXX XXXX I spoke with XXXX XXXX ( XXXX ) at Navient and explained that I recently filed XXXX bankruptcy to free up money to pay my student loans. I moved to another state for a better job and recently I had settled with another private loan vendor on an agreeable amount to pay off the private student loan ( XXXX XXXX ). We discussed payment options and I discussed a loan payoff with XXXX XXXX. XXXX and I were able to agree on an amount that I could pay monthly that would be drafted for 3 months then my interest rate would be lowered due to hardship. I sent the appropriate paperwork, XXXX bank statements and pay stubs, and a few weeks later the program was denied. Navient did draft the XXXX payments as agreed upon and I was told by XXXX XXXX that the loan could be settled for 75 % of the loan amount, at the time {$35000.00}. My plans to sell a rental property would take a few months to get the money. I then spoke with another Navient Representative, XXXX XXXX, over the telephone about my bank account information and he asked that I once again send documentation. I sent the documentation but was denied again. I spoke with XXXX ( XXXX ) in XXXX about our bank account information who told us that information about our rental was not documented correctly in the original review and with the added liability that we would qualify for enrollment in the rate reduction program. A confirmation confirming this enrollment posted to our navient account on XX/XX/XXXX. This is the first of this type of confirmation ever through all of our applications as the others have all been denials. We agreed to a $ XXXX. payment for 36 months that would be drafted from our checking account. A payment was drafted on XXXX XXXX. On XXXX XXXX at around XXXX, I received a call and the Navient representative who immediately demanded that I " make a full payment '' after telling me that I had not qualified for the program for which I have a letter stating my enrollment. I asked to speak with a manager because she was unwilling to do anything but recite to me how based on my bank statements I had money to pay the payment. I spoke with XXXX for a long time who began telling me how I was not prioritizing my debt correctly and how I would not have the option to discuss such matters with other lien holders. I explained that while that may be true I had been a part of multiple conversations on numerous occasions with Navient where the same information is reviewed every time and the details and agreements with each conversation change on a monthly basis and I simply can not change my fixed budget from month to month once I have an agreement in writing. He was patronizing and condescending. On XXXX XXXX I spoke with XXXX XXXX ( XXXX ) who plainly and rudely told me that based on my checking account balances I had enough money left over every month to make a full payment of {$410.00} a month. She stated that the conversations on the phone did not match the bank statements that we sent to them. She admitted to only looking at a snap shot in time and that we had to help them understand where our money went. This is a similar conversation as the one where our mortgage was deleted from a telephone review and we did not qualify for the offered programs. Now that we did qualify back in XXXX they have changed their minds. She told me that enrollment does not mean approval. This is odd because the document clearly sets guidelines for how to complete enrollment and no where does it state any further " approval '' requirements until at the 12 month mark. If it is what they say, this is a misleading document, that implies one thing and gives Navient the ability to renege on their agreements based on the syntax of their document. In the meantime I have allowed them to draft money from my checking account each month based on the $ XXXX. enrollment agreement. 

Although I have been successful in my career I have had poor luck with student loans and with paying them off. I am single income, I have XXXX children, I have filed bankruptcy and moved to another state to gain employment making enough to pay for my student loans. I am trying to maintain quality of life for my family and pay the money that I owe and I am willing to make payments for as long as I have to even if I never pay off any principle to maintain this. I also have government loans with Navient that I am having a hard time paying. It seems that my strategy is not enough for Navient even when playing their game. The representative today said that I had to be at poverty level before they would honor my program. This is absorbent and usurous. I am not running from my student loan payments but I do n't have an option to forego my other obligations, especially my family.

Company response to consumer: Closed with explanation