Consumer complaint received 2015-09-30
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 temporarily postpone payments

Complaint:
I have being dealing with with my student loan deferment since the end of XXXX 2015.I am a XXXX that every year by the month of XXXX I must submit by deferment papers being that Im in a XXXX. This year Navient as denied my deferment due to improper/wrong form filling. Since the XXXX denial due to wrong paper submission I have been calling on a weekly basis to get this matter resolved, being that i work over XXXX hrs a week and I do not want this matter affecting my credit. The first submission was done on XXXX/XXXX/15 and was denied due to improper forms a month later. I then upload the new forms on XXXX/XXXX/15 at XXXX. After speaking with multiple costumer agents and Supervisors, they inform me those forms were also incorrect and denied. The supervisor informed me that all was needed to resolve the matter was to resubmitted the proper forms, which were email to me by employee XXXX XXXX on XXXX/XXXX/15.Once receiving the documents and having both my director from the program fill it out and sign I re-fax the document back to the listed number of XXXX on XXXX/XXXX/15, after a week of no answer or email to let me know the status of my resubmission, I took it upon myself to call on XXXX/XXXX/15 ( as well as re-email supervisor XXXX by email to check the status of my forms and got an auto reply stating he was on vacation from the XX/XX/XXXX-XX/XX/2015 that if we need any further assistance to contact XXXX XXXX. So we called on XXXX/XXXX/15 to speak with Supervisor XXXX XXXX Employee # XXXX and I was inform that no document were received even though I have proof of fax sent. I also sent a scan copied of the new documents to XXXX XXXX who stated he was also supervisor at Navient ( XXXXXXXXXXXX ) on XXXX/XXXX/15. So the same documents were uploaded to the navient system via upload.navient.com on XXXX/XXXX/15 confirmation email was sent on XXXX/XXXX/15 XXXX XXXX. After multiple submission/scans/email/fax of my deferment request documents I receive email today XXXX/XXXX/15 at XXXX of a XXXX denial stating that wrong/incorrect forms where submitted. With the repeated denial I received an attachment with what they state is the correct form with was the original form that I had my residency director signed on XX/XX/2015 and fax to them 0n XX/XX/2015. At this time my frustration as reach a boiling point because navient bill collectors called me to inform that I was 2 payment behind that with a third nonpayment they would report me to the credit bureau. I have once again call their costumer hotline and spoke with a XXXX who stated she was another supervisor Employee # XXXX, that their was nothing they can do at this time ( XXXX ) to call back during business hours. They have block my XXXX account when I was posting Very negative review regarding their costumer service and harassing/threatening with credit reporting if payment not receive. I feel that their mishandling and lack of competency to follow through with their job has put my future at jeopardy. I currently do not make nearly enough to make my XXXX XXXX loan payments. And now I am 3 months behind on this suppose payment that I have being requesting deferment on since XXXX 2015.

Company response to consumer: Closed with non-monetary relief