Consumer complaint received 2019-03-05
Company: Navient Solutions, LLC.
State: SC
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
My payments were about to go up in XX/XX/XXXX and I knew that we would not be able to afford the increased payment due to my husband now working part time and our medical bills due to health issues. I called twice in XX/XX/XXXX and each person stated that the payment was not going up. At the end of XX/XX/XXXX, I received a statement that my payments were going up. I called WEEKLY to try and resolve this issue. The first call in XX/XX/XXXX, I was set up on a payment plan. I was given a confirmation number and told to pay the first installment of the payment plan. I went through the terms and conditions with the woman and accepted. She said it should reflect on my account in 3-4 business days. I gave it 7 days, and my account still stated I owed the full amount. So I called back. This person I spoke to told me that the repayment plan did not get approved and they had tried to call me 3 times but my phone number was disconnected ( it definitely was not, I have had the same number since XX/XX/XXXX ). So we set up a new payment plan, I got a new confirmation number, I went through the terms and condition and they wanted me to pay the first installment. I had just paid an installment the week before, so he refunded the first payment and I paid another payment for this plan. He said it would reflect in 5-7 business days. I gave it 10 business days and my account still showed behind. So I called back. The person on the phone said the processing department was still working on it. I asked when I should call back and check, and he stated " If you are that worried about it you can call back and check on it, but it is processing the new payment plan ''. 4 days later, it still was not showing and so I called back. This person said that my new payment plan was not approved but they knew a way to make it happen. I got signed up for a new plan, went through the terms and conditions and got another confirmation number. My payment for this plan was not due until XX/XX/XXXX. 7 days later, it was now past my original due date, XX/XX/XXXX, and my payment showed past due. I called back and spoke to another woman who was incredibly rude so I asked to speak to a manager. The manager came on and I asked her to explain to me what was going on. She said that one I made that first payment of the new payment plan, it would " kick start '' and my account would go current. So I asked if I could go ahead and make the payment. So on XX/XX/XXXX, I made another payment to start my newest payment plan. She said I would get the terms and conditions in 3-4 business days and it would reflect on my account. I kept telling her I did not want this to go on my credit. She assured me it would not. I have checked my account since then, and it had never said current. It always said past due. On XX/XX/XXXX, I received a delinquent letter. I called on XX/XX/XXXX and I was told that the new payment plan did not go through, AGAIN. I asked to speak to a supervisor. This woman stated that it was a new type of loan ( even though they have had this loan for 2 years ) and there was no possible way for me to get a repayment plan or new terms. I asked for deferment for 9 months - 1 year, and all she said was are you able to make the payment to catch your loan up? I asked her why no one has tried to call and tell me any of this and why I had been told that I would have a new payment plan so many times and she just kept saying she apologized for the inconvenience. I have been promised 3 different times a new repayment plan. And now there could possibly be a delinquent report on my credit. All I wanted was to defer or lower my payments until my husband could work full time again. I am thoroughly disappointed in the unprofessionalism of this company.

Company response to consumer: Closed with explanation