Consumer complaint received 2017-02-15
Company: Navient Solutions, LLC.
State: AZ
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
Arrangements were made for a re-payment program Navient offered with CSR, XXXX. The payment program was for 15 months at 1.5 % with a payment of XXXX, XXXX, advised that offer was approved by supervisor on staff. Followed through with setting up re-occurring payments at {$200.00} per month. Verbally acknowledged they terms and conditions. The next day I received a call, from XXXX, stating that program offered is not available for my account, because a Sr. supervisor reviewed the account and since the account has a co-signer on it and they pulled her credit report along with speaking to her in XX/XX/XXXX, that all information states she is able to afford regular payments. I was never informed or even told that this offer was going to have to go through additional approval levels. I was told when speaking to XXXX that this was a approved re-payment program. At this time I informed XXXX ( Navient Rep ) that the co-signer is XXXX, XXXX and is not able to afford the over {$300.00} payment that would be the regular payment. At this time XXXX informed me he can have a 3 % repayment loan program approved. I advised I am not able to make those payments and that already in need of her help for the original offer of {$200.00} payment that was previously approved. I requested a call back from the Sr. supervisor that declined the previously approved repayment plan. Days later, I received a call from XXXX XXXX, the Sr. supervisor with Navient that declined the original 1.5 % 15 month repayment program at {$200.00} per month. I again, informed him of my financial situation and my co-signers financial discord. XXXX did advise that if we would submit 3 months of the co-signer banking statements, they would review and make a decision. I stated I was not comfortable submitting her personal records like so. At that time he stated he would not reconsider the original offered repayment program. This situation has been ongoing since XX/XX/XXXX, today is XX/XX/XXXX. Navient has already taken the first payment of the 1.5 %, 15 months at {$200.00} program that was originally agreed to. Today, XX/XX/XXXX received call from Navient 's rep XXXX, inquiring if I was going to continue the payment of {$200.00} for the next 15 months or if I was going to be able to pay the additional {$20.00}, making the payment at {$220.00} per month, I advised him I can not afford any additional monies and it would have to be the {$200.00}. XXXX advised me it was my co-signers responsibility to " step-up ''. I reiterated the condition of the XXXX co-signer and advised I can not afford any additional monies. I attempted several time to get back to Navient just a few minutes later. When I as able to speak to someone it was with XXXX XXXX to patched me over to XXXX ( a Sr. supervisor ) I explained and wanted it on record that the co-signer was already helping me with the payment originally agreed on for {$200.00}. XXXX then again, re-iterated that if the co-signer is willing to send in her banking information, that would be the only way to review this agreement. Then stated that Navient was offering a 2.5 % program that was only {$10.00} extra. Navient has been inconstant with their offering of programs, dollar amounts, and percent 's. Just today was XXXX different statements of what they were willing to offer for re-payment programs. I am willing to pay back this loan, however my financial hardship as well as having to deal with a XXXX co-signer whom is also experiencing financial hardship does not allow for a payment of more than the originally agreed {$200.00} per month. The fact that every rep with Navient that I have dealt with has given different information and the supervisors I have spoken to both XXXX XXXX and XXXX have been insistent that they can not alter the original agreement, yet they are altering it with every call.

Company response to consumer: Closed with explanation