Consumer complaint received 2019-03-05
Company: Navient Solutions, LLC.
State: HI
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
On XX/XX/2019 at XXXX, I called Navient to discuss the future of my private loans. The current balance due is about {$5000.00} with a monthly repayment amount at {$810.00}. I was put on a previous repayment program as my ONLY option as all of my forbearance " chances '' were used up. As a recent graduate, I was expected to make student loan payments before I even got a job to pay for basic life necessities ( rent, food, gas, etc. ) Due to my financial state, I was immediately offered a forbearance opportunities to aid with the high monthly payments. Thus, interest rates went up while I had a hold on repaying loans for three month periods.

Now, a repayment program is the only option available to me even though I have stated that the repayment monthly amount is still too high for me to cover. Repayment plan was put into action regardless of me voicing this concern and payments were missed. I received a letter in the mail stating that my account will go in to litigation review unless I make the account current. 

Today, I called Navient to explore other options for the repayment plan and if I could get on a new one. The Navient representative was able to get a lower interest rate and an amount of {$310.00} to be paid monthly. I agreed and wanted to schedule a payment for the middle or end of XXXX. Then, she transferred me to my account manager to discuss further details.

My account manager, asked about my former program and why I missed the payments. I explained my financial hardship and how that program was the ONLY option given to me event though I stated I was not able to make those high monthly payments. I reiterated my intention of scheduling a payment for middle or end of XXXX, which was rejected. My account manager refused to put me another program until I was ready to make a payment today. 

In the efforts of clarification, I stated that I am calling to get on a program and to schedule my payment for mid or ending of XXXX. If I was not able to enroll in a program today, my account will continue to accrue outrageous interest and my case will go to litigation. His response was, " Yes. Yes you will get all of that because you haven't paid us. '' It is clear I haven't paid because I am unable to hence the current phone call. 

Upon the rejection of working out a repayment program, words were said that made me feel personally attacked. He stated, " It's not my fault you took loans out to get an education in a field where you can't get a job in '' and " What did you major in because your reverse psychology isn't working with me. '' I was accused of manipulating a system of entering in payment programs and not making payments so I wouldn't get the phone calls from Navient. I completely disagree with this statement as I have been very honest about my financial state and the repayment program set on THEIR terms and not my current income. 

Obviously, I was going no where in trying to sort this matter out with this particular guy. 
When I requested a different account manager, I was denied. I was told to call back when I can make a payment and that was it. I am left powerless and unable to change any of this when no one will work with me with a realistic plan.

I want to make my payments. However, I can not make payments the same amount as my monthly rent. I need food, shelter, and water. Unfortunately, those things come first before surrendering money to unrealistic circumstances. 

The government shut down was something that affected EVERYONE regardless if they were a government worker or not. Although credit card companies acknowledge these affects, it was stated that Navient doesn't unless the borrower was a government employee themselves. Again, the government shutdown affected everyone. 

After doing much research about Navient, their customer service tactics, and loan servicing it has come clear to me that they truly are financial terrorists. I need help. 9 out of 10 college graduates need help. We need logical payment options that do not leave us homeless or have us paying debt until we are 70 years old. As a college graduate, I shouldn't feel ashamed because I got an eduction. With companies like this, we are teaching our next generation that  college is a death sentence.

Company response to consumer: Closed with explanation