Consumer complaint received 2017-02-08
Company: Navient Solutions, LLC.
State: OR
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
I telephoned Navient on XXXX/XXXX/17 for info on deferring payments on my loans because I was unable to find the info on their website or through an online chat with their rep. Also, because my account is in good standing and I had been approved for a deferral before ( in a timely and smooth way ), I expected the call to go smoothly and quickly. It did not. 
The automated answering system ( which started out announcing it was training and that the more it interacted with people the more helpful it would become [ I am not making this up. They wanted me to train their artificial intelligence software while I 'm trying to do fianancial business with them! ] ) did not understand that I wanted to speak with someone regarding deferrals & forebearances until I repeated my request with different arrangements of words XXXX or four times. Then the person I was connected to told me my account " is n't current '' (!?! ) so she 'd " be happy to help me ''. I had to ask her several times to repeat what she was saying before I realized she was saying my account " is in current '', at which point I started to wonder if I was talking to another artificial intelligence software program like the XXXX that originally answered their phone or if the problem was simply I was not speaking to someone who had been speaking XXXX to americans all their life. The person I spoke to did not register any emotion regarding my distress over her choice of words and did not change them even after I expressed my concern and corrected her. Before she had come on the line the automated system had asked me to stay on the line after finishing my business and take a customer service survey and I resolved to do so. I answered the questions it asked me and then recorded some of my complaints on the 60 seconds of tape it said it was giving me. I listened to my recording, realized I could be more concise and include more info, but when I pushed the button to re-record my message the computer disconnected my call. 
So I called the company back and asked for customer service to finish my survey. The automated system kept repeating that unless I told it why I was calling it would hang up on me, so I repeated I wanted customer service, a live person, or another survey. It hung up on me. I called back two more times trying other arrangements of the words " customer service, operator, live person, etc '', but it kept saying that unless I told it why I was calling it would hang up on me, and then it did. 
So I called again and lied to it, saying I was calling regarding a deferral request, at which point it connected me to the customer service queue. I explained why I was calling and asked to speak to a manager. The rep tried to put me off, said she would be happy to convey my complaint, but I insisted I would like to speak to a manager. She put me on hold for about twenty minutes, periodically checking in with me and each time insisting more strongly that no one was available to speak with me just then, but I told her again ( and again ) I would wait to speak with a manager. Then " XXXX '' came on the line and it was obvious from the beginning that all he wanted was to get me off the phone as he kept saying how much they appreciated feedback, thanking me and assuring me action would be taken ( even before I had told him my story ), yet he kept interrupting me and talking over me while I was trying to tell him what had happened and why I was calling. It was clear to me that he expected me to be intimidated by his rudeness, but I am a XXXX XXXX XXXX woman who has been dealing with my own financial matters for most of my life and he did not succeed. In fact, I told him that my experiences that day as a customer in good standing appalled me, made me angry and I believed it likely that customers not in good standing were probably being treated worse and I would make a complaint to CFPB in support of those people.

Company response to consumer: Closed with explanation