Consumer complaint received 2017-05-26
Company: Navient Solutions, LLC.
State: VA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
On   XX/XX/XXXX   I calle d Navient in hopes of figuring a way to make my monthly payment manageable. ( Last year  my repayment plan ended and my monthly payments more then doubled. ). During my call the agent collected my financial information in hopes to reduce my monthly payment, this did not work because it did not fit their policy that the new payment must be atleast {$50.00} less per month ( turned out my would have been new payment would only be {$45.00} less so I apparently do not qualify ). So my next option was to enter forebearance which would cost {$150.00}, this would catch all loans  but   XXXX   up to current, the  XXXX  loan that did n't qualify would be brought to one mon th past due as of   XX/XX/XXXX . I agreed to these terms and promised to make a payment on my next pay   date. GREAT ... .so I thought.   XX/XX/XXXX  I c all to make my payment of {$83.00} that was due   XX/XX/XXXX   ( from what I was told ) the agent who was working with me started getting the payment ready, he then asked if I authorized the payment of {$160.00} ; I asked why him why did my amount just double? He said the amount ( which he quoted  XXXX  at the beginning of call was now  XXXX  because it was past due since   XX/XX/XXXX . This did not match what I agreed to on Friday  XX/XX/XXXX . I a sked him to check the notes, he said the forebearance was only through   XX/XX/XXXX  not  XX/XX/XXXX  ; the agent on  XX/XX/XXXX  stated  XX/XX/XXXX  in our call which I agreed too. I asked if I   could speak to a supervisor and I was told that was not possible. I asked if my phone call could be retrieved from m y 5th call (  since all calls are recorded ). I was given the run around about how the agent could n't do that and all he could see was an amount past due of  XXXX  and how would I like to make my payment. I got very emotional and broke down, I was then transferred to a nice lady who then said she noticed the forebearance was applied incorrectly and that she would work on the solution and would call me back on Tuesday the   XX/XX/XXXX   and email me the correction. I never heard from her last week. I recieved  8 calls on Wednesday morning in the span of 3 hours from Navient trying   collect money, I took a call around   XXXX ,  the agent told me I was past due {$250.00}  ... .so in one weeks  time I went from owing {$83.00} to {$160.00} to {$250.00}. I refused to pay the payment to the agent and stated I was still waiting for a phone call from someone who supposedly was going to correct my forebearance that was done incorrectly and a a new statement to reflect my ACTUAL amount due. I recieved a statement yesterda y (    XX/XX/XXXX  )  showing I owe {$520.00} due   XX/XX/XXXX  .   I am completely frustrated with the all the different totals I am given EVErY time I call, I frustrated with the lack of follow through on the customer service aspect.   I do not believe my payments are applied correctly.   I do not understand how their repayment plan works.   I can not afford my monthly payment and have asked multiple times throughout the months on how we can rework this so that I can afford the payment and make timely payments and they refuse to help.

Company response to consumer: Closed with explanation