Consumer complaint received 2016-12-21
Company: Navient Solutions, LLC.
State: FL
Product: Student loan
Sub-product: Non-federal student loan
Issue: Can't repay my loan
Sub-issue: Can't decrease my monthly payments

Complaint:
I was on a repayment plan for a year making payments of {$280.00}, I called XX/XX/XXXX and they said i did not have to make a payment until XX/XX/XXXX, witch I did ; however, i ask if could do another repayment plan and they said yes, when I called today XX/XX/2016 an spoke with the XXXX representative ( they kept on transferring the call ) she stated i have to have my mom call back and also do I financial statement I asked why because i never had to do that and she said that now they do, my mom only speaks Spanish and even though they do have XXXX speakers ; however, i explained to her that it was already enough of an inconvenience with all this crazy payments that i ca n't afford i told them i am a XXXX mom and also have federal payments and they did n't even acknowledge my situation I ask to speak with a supervisor because i did n't like how she was talking to me, the Supervisor XXXX ID # XXXX phone # XXXX also did n't acknowledge ( horrible, insensible customer service ) and told me that now we have to do the financial statement for the cosigner, once again i told her that i am willing to paid but i do n't want my mother to go through this hassle she is old, have XXXX, and i ask to please send me their legal information stating what their new rules are for repayments and she refused. XXXX told me that they do n't have to give me any payment plan basically if they do n't want to they do n't have to and that they are just willing to do a 2nd one ( when in fact i have had always payment plans ) because they are a private company, she also told me that was the only payment plan available for me and no way to go around it, she also said that she could NOT send me their legal rules an regulations because they are a private lending, again i told XXXX that i know they can because that 's a right i have to know what are their guidelines for payments. She said she was going to send me the promissory note ( the only document she could send me ) by mail as soon as i mentioned cfpb. I just ca n't believed that they do n't have any options to work with us that are struggling with this payment she acted like she did n't care at all and in fact she did. When they took the verbal confirmation from my mom by me translating to her so she could be a co-signer and now they are telling me she has to call and do this?? Once again i am willing to make the payments and even the financial statement with my mom, i just think that this is not right whatsoever and they should have more payment options available, how can that be possible? that 's the only one, please help me i am desperate I do n't know what to do anymore with all this payments I need a solution because the only reason i am doing this is so my mom credit score do n't get damaged thats all she a decent credit, because these students loans are taking half of my paycheck a month. 
Thank you for any assistance and any help I can get in advance.

Company response to consumer: Closed with explanation