Consumer complaint received 2017-03-04
Company: Navient Solutions, LLC.
State: WA
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
in XX/XX/XXXX, I was due for my first payment with the company XXXX, over XXXX dollars a month. After some frustration and tears they lowered my payment to XXXX. Apparently, what I did n't understand at the time was it was an interest only payment. It was n't until last year that finally I got a piece of mail saying that the payment plan I was on was no longer going to be available to me and my payments would go up past XXXX dollars. I called NAVIENT and spoke with someone told her I could not afford that. We went over numbers and taxes from the previous year and she said sorry looks like you can. I kept pleading with her I have federal loans and mortgages not to mention other bills. She was rude and uncooperative finally transferred me to someone else. This woman then told me another payment plan that would be about half that so we set it up. We put it as automatic payment. The payment withdrawal date was supposed to be on the XXXX of every month. Sure, enough the first payment did n't go through on that date and rather calling them because they are always difficult I made a XXXX payment just in case. Finally, the payment went on the XXXX of that month. I then got an email that said I had a document from NAVIENT, and when I went and logged on the site it said that I was overdue. Then saw I owed almost XXXX dollars. Turns out that the automatic Payment in XX/XX/XXXX got reversed though they could n't tell me why. They said because of that I was kicked off my payment plan and the amount owed went back to almost XXXX. To make matters worse they said that I could not go back on it. I kept arguing that obviously, it was their mistake and should n't be punished. He asked if I wanted to speak with a supervisor, of course I wanted. Once she got on the phone she spouted the same answers. I would n't accept it so she said she would put it through to the complaint department, they would investigate it and call me in a couple days. So, after waiting well over a month with no word from them I called. First off, they said someone called but your voicemail was full. Which was a lie, I had ZERO voicemails on my phone it was not full, also looked at the date they said they called XX/XX/XXXX, and I had not missed a call from them. As I spoke with the woman on the phone she stated that I was indeed on a payment plan for XXXX a month and she did not see a balance owed. So, after I hung up I obviously did n't believe her so after a couple days I checked my account and sure enough after already making the automatic XXXX payment it said I was overdue. I called again, a different woman stated that I was not on a payment plan and I could not go back on the one I was on. I must reapply for a new one. After pointing out this was their error she just said " Sorry, it 's finalized. '' So, after giving her all my financial information I was informed the next step would to have the one cosigner for XXXX of the loans to call in with their information. So, after having the cosigner call and them giving WAY too much information to him, they did n't even take his financial information so he had to call back. I called once that was done and was told that the lowest they could go was XXXX. I told them that was still too much, I was literally transferred 3 times before finally speaking with someone who then told me you have a monthly payment of XXXX and we can only take a XXXX of that off. They have been dishonest, from the start, but what I ca n't get over is that they kicked me off their payment plan due to THEIR error yet they refused to fix it. Now my credit score of XXXX is going to get pummeled due to the fact they think one person can afford XXXX a month. Even if I can get a new lender to combine both federal and private to make life just a little easier, I will probably still have to owe NAVIENT the extra XXXX dollars for each month that I apparently was not on my p

Company response to consumer: Closed with monetary relief