Consumer complaint received 2022-11-28
Company: Navient Solutions, LLC.
State: SC
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Problem lowering your monthly payments

Complaint:
I am currently on the interest only repayment plan. In XXXX, my payment increased to {$270.00}. XX/XX/XXXX : Call to Navient to extend the program and determine the new monthly payment due ( I needed a lower payment than {$270.00} ). The plan was extended, I submitted all financial information to the rep... .monthly income, expenses, etc. in order to get my payment as low as possible. Navient was unable to lower my payment as much as I needed, but offered me {$240.00} for XX/XX/XXXX through XX/XX/XXXX. I made a payment of {$240.00} that day to " lock in the plan. '' In XXXX, my total payment due was still showing as {$270.00}. XX/XX/XXXX : Call to Navient to explain that my total due was incorrect, it was supposed to have been adjusted to {$240.00} and their records needed to be corrected. The rep stated " I do see your payment showing in the system as {$240.00} '' She explained she had to " fix this problem '' for " a lot '' of others. She told me the total due was adjusted, and she enrolled me in recurring payments of {$240.00} ( due on the XXXX of each month ) through XX/XX/XXXX. My XXXX payment was still showing a total due of {$270.00}, along with a past due amount of {$31.00}. It stated late fees XXXX apply and this amount was due immediately. XX/XX/XXXX : Call to Navient to explain the situation once again and request that my account be adjusted to reflect the CORRECT total due of {$240.00}. The rep stated that the {$31.00} was just " additional interest '' that needed paid " this XXXX time, just this month '' and that my account would be adjusted and I would not have this problem again. To ensure this was correct and to ensure that my account would be adjusted once and for all, I called back on XX/XX/XXXX. On XX/XX/XXXX, I spoke to rep XXXX who stated that my total amount due was in fact {$270.00} and that I had a past due amount of {$31.00}. I explained this was incorrect, that THREE previous reps had confirmed my total monthly payment was {$240.00}. I requested to speak to a supervisor. The supervisor told me the same thing and refused to adjust my account. I requested to speak to another supervisor. Next, supervisor, XXXX gave me the same information and refused to correct my account. I requested to speak to another supervisor. Next, supervisor, XXXX gave me the same information and again refused to correct my account. I explained that I understood the discrepancy was due to rising interest rates, HOWEVER, Navient reps made a mistake on THREE previous occasions and assured me that my total payment due from XX/XX/XXXX through XX/XX/XXXX would be {$240.00}. I explained I am not responsible for Navient 's mistakes - I can not afford it. Navient has a responsibility to uphold the agreement that was put in place on XX/XX/XXXX. I requested to speak to XXXX 's supreviroser. Very reluctantly, she reached out to him ( XXXX XXXX ). I was told he was unavailable, that I could not wait on hold for him ( as I requested ), and that the call would be terminated. She gave me XXXX 's direct line, she filed a complaint explaining my situation. I immediately called XXXX, he did not answer, I left a voicemail requesting a call back so he could help me resolve my issue.

Company response to consumer: Closed with explanation