Consumer complaint received 2017-07-17
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC. (PA)

My loan started with   XXXX   XXXX  , I was in   XXXX   XXXX   in  XXXX , was under the impression that I did not have to start paying on loans until 6 months after school.   XXXX   XXXX   representative told me no. I thought this loan was attached to all my loans and was consolidated, and apparently, that was n't true either. In speaking to the   XXXX   XXXX    representative in  XXXX , I explained to the rep. my financial situation at that time and how much I could afford, she told me that I HAD to pay the amount she was suggesting and that there was nothing I could do. A few months later the account went into default.  XX/XX/XXXX , I received a letter on   XXXX   XXXX   XXXX   behalf, saying that they could enroll me in a settlement to resolve the loan for  XXXX  ( see attached documents ). I called the number given to enroll into the program. I was told that I was enrolling into an interest reduction settlement program so that the money they were deducting form my account each month would go directly towards my loan. A few months went by and the loan amount still said the full 16 to 17 thousand. I called back and spoke with   XXXX   ( see attached document from  XX/XX/XXXX  ). She said the first rep did not enroll me into the settlement program like she claimed, and went over with me what happened. After  XXXX  explained to me what happened, she said that she would be enrolling me into the settlement program. I agreed to it and ask if my payments could be reduced because it was too expensive and she did.   XXXX   said, that she would now enter in into a settlement agreement of   XXXX   with a .001 interest rate so that the money being reduced from my account each month would go towards my loans ( See attachment from  XX/XX/XXXX  with my notes ). I agreed and they started charging me  XXXX , so somewhere between XX/XX/XXXX  and  XX/XX/XXXX  something happened and my interest rate was going up and my loan went up. Something was off, I called the loans people they said that they could n't help me and that there was nothing they could do. They did not tell me that I could call anyone else, and when I called Navient they told me that I had to speak to the collectors. I felt overwhelmed and depressed. No one looked at my loan and saw where people messed up and no one from Navient or the collector was trying to help me. By this time, I have paid over 2,000 dollars on this loan and NOTHING has happened, my amount did not move or the settlement wasnt active. I called the new loan collector in  XX/XX/XXXX . I explained to them what happened, they agreed to put me in a settlement, and when I got the settlement letter in the mail, I was heartbroken because just like back in   XXXX   the loan amount stated that is was over 16,000 like before and NOT the settlement that was agreed upon. I called  XXXX  the collector and explained to him again my situation and why I could n't in good conscious sign the agreement. He told me he would send my information to Navient disputes department for them to contact me. They did not contact me, I called the collector again last week, he gave me the number to Navient and to his boss  XXXX . I left  XXXX  a message letting him know that Navient has not called me and I contacted Navient dispute.  XXXX  did not call me back and from the number that was given to me Ive talked and explained my situation to several people at Navient that said they can not help me and referred me back to the collector. I am all out of options and feeling hopeless, overwhelmed and depressed. This situation on several occasions has stopped me from moving forward in my life. I tried all that I know how and could possible do, this has been an extremely traumatic situation for me. Please help!