Consumer complaint received 2015-08-07
Company: Navient Solutions, LLC.
State: MN
Product: Student loan
Sub-product: Non-federal student loan
Issue: Can't repay my loan
Sub-issue: Can't decrease my monthly payments

Complaint:
I called Navient at XXXX ( XXXX ) XXXX to speak to " XXXX '' ( # XXXX ), who is apparently " assigned '' to my account. He was not available, however, the representative I was speaking to claimed that I could talk to them instead. I do n't know for sure but I believe he said he name was " XXXX. '' He did not provide a customer service ID number but I asked later for another representative to tell me the ID of the rep on that call, they said it was # XXXX. 

I explained to the Navient rep that I was finally able to get Navient to reverse late fees that I incurred due to their admitted negligence, and as such was ready to resume payment. I said, " I 'm calling to begin the 15-month payment plan that " XXXX '' ( and other Navient representatives ) offered me. '' Towards the end of this roughly XXXX minute call, he began bullying and harassing me. He interrupted me, used an unprofessional and accusatory tone, and claimed I was " refusing to provide information. '' He continued harassing me by bullying me, interrupting me and talking over me. He did not stop until he disconnected my call. 

Then, I called back in an effort to work with Navient directly and file a complaint with them about their representative. I was transferred to a " supervisor '' who I have spoken to during a previous conversation, in which he ALSO bullied, interrupted, spoke over, harassed, and hung up on me. That experience was traumatic and, as one could imagine, I did not want to speak to him again. ( In that conversation, this " supervisor '' also refused to provide his customer service ID number. ) So, as soon as he gave his name, " XXXX XXXX '', I asked to speak to someone else. He said there was no one else. As a direct result, I was forced to call back. 

In the next phone call, the representative ( XXXX # XXXX ) did not begin bullying me right away but at the end of the call, again I was bullied and harassed. She also used the same accusatory tone, claiming I was " refusing to provide information. '' I calmly explained no, I am not refusing anything. I just called to make a payment on the payment plan I was offered by " XXXX '' ( # XXXX ), " XXXX XXXX '' ( the representative who replied to my last CFPB complaint against Navient ) and other Navient representatives. " The representative that bullied me on my XXXX phone call to Navient today, whom I believe is named " XXXX '' ( # XXXX ), end the call in saying " I 'm going to delete your information and mark your account " Needs Financials '' because you are refusing to provide information. '' He did so in a malicious intent because he was angry that I asked him not to interrupt me. This action on his part was intended to delay or hinder my ability to begin the payment plan I was previously offered, and an attempt to bully, frustrate and intimidate me to the point of giving up on working with Navient. 

My account is very close to default because I have been trying to get Navient to reverse negative credit reporting and late fees incurred from their own negligence. XXXX of their representatives made a mistake in setting up 15 months of auto-payments. That representative failed to set up each payment for the minimum due each month. In order to get Navient to reverse the harm they have done to my credit and to this student loan account, I refused to pay until they met my expectations of service. 

Since my account is so close to default, it is clear to me that Navient and their employees are trying to force me into default by making the process of resuming affordable payment extremely difficult, if not impossible.

Company response to consumer: Closed with explanation