Consumer complaint received 2023-01-16
Company: Navient Solutions, LLC.
State: OR
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
In XXXX, I was completing my final semester in a XXXX program. Although I was told I had in-school deferment, I called Navient on XX/XX/XXXX to inquire about my next steps. I spoke to an agent from the company 's Federal loan department. This agent became aggressive when I tried clarifying if I qualified for Biden 's loan forgiveness program. Then, she hung up her phone. 
Four days later, on XX/XX/XXXX, I was in a XXXX XXXX and was healing from a XXXX XXXX XXXX between XX/XX/XXXX through the end of XXXX. 
Throughout XXXX, I received persistent calls ( even on XXXX XXXX XXXX ) with at least 3 calls per day starting early morning during working hours. These calls registered from a variety of out of state phone numbers, therefore, my phone recognized these numbers as SPAM. 
On XX/XX/XXXX at approximately XXXX PST, a Navient agent called wanting to speak about both my private and federal loans. I explained that I was working and asked the agent to please call back at lunch time. 
During this time, I was still resolving XXXX XXXX insurance details, XXXX XXXX, my recent move and my job, however returned Navient 's calls. 
On XX/XX/XXXX, I called Navient to resolve the Federal payment plan, but was connected to the Private loan department where I spoke to an agent named, XXXX. 
I asked for her permission to record the call and she consented. XXXX 's details varied and overlapped and were confusing. She told me I had forbearance in XXXX which I did not request and when I tried to clarify why I was told I had in-school deferment approved throughout Fall and did not give my consent for forbearance, XXXX interrupted me then began yelling and placed me on hold several times. 
I asked to speak to her supervisor and was connected to XXXX XXXX. I informed XXXX XXXX that I was recording this phone call. I explained my situation in detail including my XXXX XXXX XXXX co-signer whose daughter died XXXX XXXX prior and his wife suffered XXXX XXXX and was recovering. I explained my objective was to set up a repayment plan and to extricate my co-signer as soon as possible, but that no one should be yelled at, intimidated or harassed. XXXX XXXX agreed to a call on his direct line the following day. I called him that next day, on Friday, XX/XX/XXXX, during my lunch break hoping to gain clarity and ask how much my payment would cost with new interest rates. 
He explained the monthly payment amount for the 3 loans in his department total {$540.00} per month. ( I have 3 other private loans in default with a collection agency which would cost at least {$300.00} per month and Federal loans at approx. {$170.00} per month. ) I asked XXXX XXXX to consider reducing the {$540.00} to a sum more manageable, so i can also make payments on my defaulted and Federal loans. XXXX XXXX explained he would speak to his director and they would assess " what they can and can not do '' for me and get back to me after XXXX XXXX XXXX XXXX 's XX/XX/XXXX holiday. 
In the meantime, I am applying for a second job and setting up my payment plan, however Navient must communicate effectively with respect -- not yell and interrupt. 
I have had several similar phone calls with Navient and especially with XXXX XXXX. 

Furthermore, I am waiting to clarify if Navient approved forbearance in XX/XX/2022. If they did, they took this action without my consent. In addition, they allowed my loans to become delinquent for 2 months. Even though I reached out to Navient to confirm my in-school deferment in XXXX, it was not. And now, the credit score I worked hard to improve these past three years might be ruined and I may face legal action from Navient because I don't have an extra $ XXXX, am a XXXX XXXX  and a XXXX XXXX XXXXXXXX whose job prospects are less than her white male counterparts. 
If I could turn back time, but I can not.

Company response to consumer: Closed with explanation