Consumer complaint received 2018-08-07
Company: Navient Solutions, LLC.
State: WA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Below is the email I sent to Navient : I called in XXXX of XXXX to inquire about doing a forgiveness settlement, I was told to call back in a few days to let Navient know my proposal and to make a large settlement payment. I was able to beg & borrow {$2000.00} from my family to make it happen, I was so excited, you see, I got these loans in XXXX for {$2600.00} and in XXXX for {$3800.00}. Unfortunately, I couldnt make timely payments for an extended period and it jumped up to XXXX, over still, my fault and all I could do make the payments, which I did. 
After years of steady payments, I got it paid down to XXXX, when I read an article about a forgiveness settlement, with Navient. I called right away to inquire if I was eligible, I was told to call back when I could make a large payment, I did and was told again to call back in 30 days to see if it was accepted. I called in XXXX and was told Yes! Its all done, dont worry about the loan. I was so happy. But today I got a call telling me 7 months later, that no, Navient doesnt do forgiveness settlements. I would have to pay about {$650.00}, to make the loan current or I could go into forbearances, which of course adds to the cost and longevity of the loan. Also, I would have to pay the interest thats been compounding daily, the customer service rep told me it was only XXXX dollars. She told me she did see all the notes on my account, but sorry nothing we can do. 
At that point I asked to speak to a supervisor, which I did. XXXX XXXX, she told me yes, she sees the notes, but theres nothing she can do other than offer to refund my {$2000.00} ( which only puts me deeper in debt ). 
I disagree, there were 3 opportunities, in which I could have been simply be told no, we dont do settlements. Its my belief that Navient is now in breach of contract, they verbally agreed to a settlement, and accepted a settlement payment, and Navient STOPPED my auto payment, that was not stopped by me, the which my account notes support. I dont know why 7 months later, theyve decided to collect after all. I look forward to speaking to someone regarding this matter and to quick resolution. 
After sending the email above I received a phone call from the " consumer advocate '' at Navient, XXXX at XXXX XXXX. She told me that she had pulled all the phone conversations I had with Navient in XXXX & XXXX XXXX, and heard my request for a settlement, but only after I had made the XXXX payment, I told her, I can't explain that, I remember it differently, but really no matter, they still had several opportunities to tell me no, they don't " do '' settlements, but they didn't. All she repeated is how they can't help me and how I didn't ask until after the payment, but I don't agree that has anything to do with them telling me I have a settlement if I didn't. Another source of frustration is that they didn't call for over 7 months, when there was lots more interest accumulated, why not call when I missed the 1st payment? My email account with Navient went unchecked since that was my only active bill associated with my previously married name, and I thought my account was settled. 
Essentially Navient took my XXXX that I told was a settlement and paid a few months forward, Navient cancelled my auto pay, then started the interest building, without contacting me.

Company response to consumer: Closed with explanation