Consumer complaint received 2017-01-27
Company: Navient Solutions, LLC.
State: IL
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
I graduated from XXXX University in XX/XX/XXXX. Once my loans came into repayment, I elected to use a program through XXXX to make interest only payments. This program was in effect until XX/XX/XXXX ( XX/XX/XXXX I made the last interest only payment ). Beginning in XX/XX/XXXX I received several letters from Navient ( my loan processor since XXXX XXXX disbanded ) stating my interest only program was ending and stating that I would need to contact them if I could not afford the $ XXXX monthly payment. I began contact Navient in XX/XX/XXXX of XX/XX/XXXX to determine what my options were, I received several different bits of information and multiple conflicting accounts about my options were. Additionally, I was told that I could n't enroll in a new program to adjust my payment until my old program ended. I continued to make calls throughout XX/XX/XXXX and XX/XX/XXXX to attempt to enroll in a program that would extend the terms of my loan to 25 years - what I was told what my only option to lower my monthly payment. Finally, at the end of XX/XX/XXXX I was advised that I would be set up for the program and my payment lowered to {$430.00}. I was told that I would need to set up recurring payments ( not through their autopay program which I had been enrolled in since XX/XX/XXXX but through direct Echecks from my checking account ) for at least the first three months as that was considered a qualifying period and if those three consecutive payments were received on time I would then be officially enrolled in the program. I called several times immediately after my first payment through this extended program was due on XX/XX/XXXX to ensure that the payment was received and everything was processing as it should, I was told the payment was received but there were problems with the paperwork completed by the rep who set up the extended terms program for me. Several phone calls later, I was assured this problem had been rectified and all was all. Sometime later, again shortly after my XX/XX/XXXX payment, I noticed that my account status on the Navient website stated I was delinquent {$150.00}. I contacted Navient and was assured by the representative that my account would remain in a delinquent status until my three qualifying payments were made, at which time, the delinquent amount would be added to my loan. The representative stated the delinquent amount was the difference between the original amount owed of {$700.00} and the {$430.00} amount required by the extended loan program. I expressed concern that the different did not equal the difference between those two amounts and was told not to worry, there was certainly just some adjustment in interest rates etc that accounted for the discrepancy. I called Navient again today, XX/XX/XXXX, to confirm all was well for my XX/XX/XXXX payment, and was told by the initial rep ( Navient Employee ID # : XXXX ) that my program was in review. When I asked for explanation of what that mean, the rep continued to repeat that it was in review. I continued to ask for explanations of what was being reviewed and why with no explanation. I asked to be transferred to a supervisor and was sent to the supervisor who set me up on the extended terms program ( Navient Employee ID # : XXXX ). The supervisor then provided me with several bits of conflicting information, first stating that I was delinquent prior to signing up for the extended terms program which was false. I had her review my payment history and she confirmed that I was not delinquent prior to XX/XX/XXXX. The supervisor then stated that perhaps it was because I was set up on recurring payments instead of autopay, I advised what I had been told about the three recurring payments and she stated that information was false. Finally she advised that my program begin date was set for XXXX instead of XX/XX/XXXX even though she had begun my payment schedule for XX/XX/XXXX.

Company response to consumer: Closed with explanation