Consumer complaint received 2016-10-10
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
One year ago I applied for and was approved for Income Based Repayment plan. You can see the approval on my website : XXXX XXXX XXXX has split into Navient, and they began harassing me about making additional payments. I wrote to them many times, sending copies of the IBR approval, but they never responded in writing. It is time to renew my repayment plan but they 're always changing their websites and making then worse, and eliminating any means of sending them communication by e-mail. I have tried to complete the renewal process online but they make it either very difficult or impossible. Really since it became Navient, it became a nightmare! I want to repay my student loans, and now I have a good job, but dealing with Navient is extremely unpleasant and they do n't respond to my written letters, which I sent with a confirmation of mailing. Now it is somehow become impossible for me to submit my Income Based Renewal, their website just says " Your identity is not yet confirmed by the Social Security Administration ( SSA ). To complete processes on XXXX requires SSA identity confirmation. '' It is just another instance of a consumer credit organization that has become unhinged and begun trampling upon the rights of those whom they were designed to serve. I spent several years XXXX here in the USA, but after enjoying this success, I felt the need to give back, so I moved to the XXXX, where I XXXX for 5 years. This culminated in my XXXX there. Upon my return to the USA, I experienced a period of low income. You can understand how I was hard pressed to make student loan payments during these periods, and I was able to get Income Based Repayment plans during those times, right up to the present. Now I have a good job and I have been trying to get Navient to update my Income Based Repayment Plan but they just will not respond to my written letters. I finally went online, although I find it extremely distasteful to do so, and still it is like trying to deal with XXXX XXXX, Although I now have a good income, I am living in XXXX, where I pay {$2800.00} a month for housing. This is in fact the average cost of housing in this area at this time. So I will still need to use an Income Based Repayment plan for a while. I will get XXXX raises next calendar year, due to successful union negotiations and my completing required certifications in automated train control systems, so the future will bring increased ability to make repayments on my student loans. It appears that none of this is of any interest to Navient. They just want to dictate terms in violation of my rights under the IBR approval they granted me last year ( see XXXX ). Please help me to deal with the 'Navient Monster '. I have tried in good faith to get them to communicate with me in writing by US mail at this address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX without any success. I need to get assistance with this out-of-control organization. Thank you for your time. 
yours in prayer - XXXX XXXX

Company response to consumer: Closed with non-monetary relief