Consumer complaint received 2015-12-24
Company: Navient Solutions, LLC.
State: NY
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Need information about my balance/terms

Complaint:
I was paying back the loan, $ XXXXmnth for the past 3 years now under XXXX XXXX XXXX. The monthly payment for XXXX 2015 was not deducted from my debit and I waited to see it would or call to follow up on the matter by XX/XX/XXXX, if it happened again. My due date was every XXXX of the month. I started receiving calls XX/XX/XXXX from Navient, whom I was not sure whom they were at first, and would not leave a message or then leave a simple message just stating it was an urgent matter to discuss. When I finally called back, when I was available b/c they called always during my working hours, I spoke with a XXXX # XXXX of Navient and she explained XXXX closed and the case was transferred to them and immediately proceeded to request the money I owed and said they were giving me a great deal in cutting my balance in half and making a full payment over the phone that day. I said I did n't have the money and was n't ready to settle and preferred to continue to have the {$100.00} deducted as was being done with the other company. She insisted that it was better to settle and that I should request the money from a family member or friend and if I had one that can loan me the money since everyone did that.I refused. She became hostile and stated that then I not only owed {$100.00} but {$200.00} since I did n't pay for XXXX. I inquired why was I being penalized for that when I was not informed that my loan was being transferred over. XXXX asked, " do n't you have the money? you still owe it to us. what did you do with that money you did n't pay last month? '' I was surprised at her direct and unprofessional matter of handling this call, and only said I had medical emergencies ( which I did ). She said I still owed it. I said I would inquire more about that & and if I really owed it, but can commit to {$100.00} a month with them until I payed off my remaining balance, which does n't seem to go down much. She said she needed to deduct it and I requested that she please send me a letter with that information of agreement before I payed it. I told her I was still working and on my way to a meeting and could n't give such personal information over the phone @ the time. I spoke to her the second day and insisted I needed a letter first with the agreement. She said that I can ask all I want but they were not obligated to provide it. I then stated, that then I would not discuss the matter further with her, because I was trying to work out with her what I owe & repayment and she is not being helpful. She hung up wishing me happy holidays. She called back saying that she spoke to a manager and they can provide me with a letter as I requested and to call back but before XXXX. Since I was not able to call back that same day before XXXX, I called again the following business day and proceeded to confirm my email address and start the confirmation that I can do the {$100.00} a month on a specific day of the month. I asked her to send me the letter and then I would call back to make the payment ; since I needed to see and be sure of the agreement I was making with them and I know that is my right. XXXX answered I ca n't dictate what and how they do things and they need a date to take out the money. I said, " But why would I give it to you and then the date comes and goes and I have not received the letter from you? I request the letter with the agreement before, and then I call to make the first payment, I am even willing to give you the {$200.00} you state I owe. '' XXXX stated, " you owe this money and this does n't work this way. I told her all I needed was the letter with the agreement and it was right. XXXX stated I can have myself a good holiday because that is not happening and they need a date. XXXX hung up. I want to be able to settle the matter, but believe I deserve more respect of my rights and the letter I am reques,

Company response to consumer: Closed with explanation