Consumer complaint received 2017-08-14
Company: Navient Solutions, LLC.
State: MD
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Problem lowering your monthly payments

Complaint:
This all started when I tried to apply to get a car loan, I was given a high interest rate because I had bad credit. I was puzzled as to why my credit score was bad because I had paid all my credit cards on time and so forth. When I checked my credit score, I found that I had missed several student loan payments. I called Navient on XX/XX/XXXX to straighten everything out. They had the wrong email address and wrong phone number on file. I requested to have the information be changed, they confirmed that my email address and phone number were updated. They recommended that I take a forbearance because I let them know that I was unable to make a payment of {$500.00} towards my student loan. I then contacted Navient again on XX/XX/XXXX because that was when my forbearance was ending, I reviewed my file with them and realized that they did not update my phone number when I asked them to. They then again filed to have me take a forbearance, this was when I learned that forbearance 's would then give me interest on my student loan. No one ever told me that until I requested more information on how I can lower my monthly payment because there is no way for me to pay {$500.00} a month on top of rent, gas and food. The representative transferred me to a manager and then manager was cold-hearted about it. He mentioned that there was nothing he could do but to do a forbearance and that I could look online for some different types of repayment options. I remember hanging up feeling disgusted, confused and helpless. XX/XX/XXXX I contacted Navient to learn more about the repayment plan as it was unclear to how the whole process worked. The information online was n't as clear as it should be, when I called to ask more about how the steps worked, they recommended that I take a forbearance again so that I can get everything filled out. They did n't give me any gratitude postpone payment ( without interest ). So, once again I was forced to take a forbearance so that I can apply for the repayment program. XX/XX/XXXX, I reached out to Navient to see if they received everything for the repayment program. They said they did not receive anything and that my forbearance time is coming up. I am upset because I had filled everything out online, sent them the information that was needed and they did not have it. They once again advise that I take another forbearance, that was when I had a break down. I am just adding more interest to my student loans because they are n't being direct and clear with me. They constantly directed me to their website without giving me a clear guidance of my rights, what I can do to make things more affordable and on top of that with my XXXX ( being XXXX ) the best accessibility for me is XXXX XXXX XXXX. I was calling them through a XXXX XXXX XXXX so that I could have an XXXX to translate the call. However, I expressed my frustration and the operator was kind enough to give me a gratitude extension time ( no interest ). That was the first time I actually felt that I was being provided with assistance, I am still in the process of the applying for the income driven repayment program however there is still no guidance on what I can do. There are several different programs that I am eligible for however no one is giving me proper guidance/counseling to the right direction. I now have bad credit and can not even apply for a house loan, all because of my student loans.

Company response to consumer: Closed with explanation