Consumer complaint received 2015-04-22
Company: Navient Solutions, LLC.
State: CA
Product: Student loan
Sub-product: Non-federal student loan
Issue: Can't repay my loan
Sub-issue: Can't get flexible payment options

Complaint:
Currently I am in debt with student loans of more than {$480000.00}. I am about to graduate medical school, working XXXX hours a day and ca n't have my loan repayment started. Last year I filed a complaint against XXXX XXXX ( now renamed Navient ) which had been calling me nonstop regarding my student loan repayment because I had reached the end of my " in school deferment '' I explained to them I was a full time student who travels to different cities for rotations across the country. I could not afford $ 350+ per month for this massive debt without a job and without an income. My credit was destroyed to a very low score ( I had been misinformed about their credit reporting ) and it was then when I contacted CFPB to help with my situation. In less than 24 hours XXXX XXXX called and I was pleasantly helped with their Customer Advocate Team who went beyond my expectations of helping my situation! In our agreement, I was enrolled in a Repayment Program in XX/XX/XXXX and was required to make XXXX payments to be part of the program. However, in our conversation, I was told " All I have to do is make the XXXX payments, to bring my loans to current, then I will not need to pay until I graduate medical school. '' In their documents, it stated I had reached the maximum in school deferment period for their loans but they said, " they will make an exception. '' in our calls. They also agreed to retract their credit reporting. Again, I paid 3 consecutive months with my MasterCard to bring my account current and I was approved to extend my deferment. If this was a misunderstanding on my part, then it does n't make sense, that after my XXXX payments, the calls stopped, my credit went back to XXXX, and I did not receive any notices from XXXX XXXX for the next 6 months. Then when XXXX changed its name to Navient, I started getting emails and calls about how I am in jeopardy of defaulting and in jeopardy of losing my " Repayment Program ''. They also gave me automated emailed stating " This email is to confirm that based on our conversation, etc '' when I had not had a single conversation with any agent. When I emailed them back that I did not have to pay because I was made an exception till I graduate medical school, their reply was to call their business. When I called, they had no idea what I was talking about, as if I was making all of this up and my credit in the meantime was DESTROYED. I then realized that the same MasterCard I covered the XXXX consecutive months was being charged for additional months WITHOUT my approval. Naturally, when that credit card went over the limit and Naveint began reporting me. The Customer Advocate Team member was very supportive in their effort in helping me and I applaud their work which is why I do not understand why there has been such a big misunderstanding. I also am not allowed to reach that same helpful agent through email or call, that was part of my original case to clear up the situation. 

I 'm about to graduate medical school soon, and have tried real hard to keep my head above water with my {$480000.00} school debt. My residency is about to begin in XX/XX/XXXX and I am to relocate to a different state. I recently applied for an apartment but was denied because my credit score had dropped more than XXXX points. I checked my Equifax report ( XXXX XXXX ) which said I was " 90 or more days overdue '' of more than XXXX reportings from Navient. All this time I had been assuming Navient and I had reached an agreement, but unfortunately not. Again, I reviewed Navient 's documents which does NOT match with the VERBAL AGREEMENT per my call with the Advocate Team. The agent assured me that these are " just documents to look at '' and " they will make an exception and everything will be taken care of. '' I was very happy and satisfied with their help, however these recent events has unfortunately led me to file this complaint. Please help.

Company response to consumer: Closed with explanation