Consumer complaint received 2017-10-16
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Navient Solutions, LLC. (MA)

I hope that this e-mail finds you well. I have been dealing with Navient since XXXX XXXX. I had been set up on a payment plan with them since last year ( XXXX XXXX XXXX and in XXXX I called to extend the payment plan ( 1 % rate reduction plan ) which apparently can ONLY BE APPROVED BY THE VICE PRESIDENT. 

At first everything was fine, I was approved and the {$400.00} payments for 3 different loans were coming automatically out of my account. Now, I have since heard that I have been denied for the rate reduction plan - no one called me, no one sent me a letter. Just a message that was hidden in my account online with no notification. 

I was denied because I took out credit cards after the purchase of my home. It the VICE PRESIDENTS defense he told the rep that if I could afford the credit cards than I could afford a {$900.00} / month loan payment. Makes logical sense right? Well, shortly after we bought the house I had to stop working because in order to graduate I had to participate in an unpaid internship. The reason the credit cards were obtained was because we were in an emergency. Not only was I not working but my parents had just lost our child hood home. I was doing my very best to help them and not loose my home either. One rep even had the audacity to ask why I bought a house if I could n't afford it - I was in tears. In one instance, they were not even talking about my credit report but in fact my co-signer 's credit report. Is this against privacy violation? 

that is the back story to why they originally denied me. In XXXX XXXX, the customer advocacy dept ( XXXX XXXX ext. XXXX ) got involved because of the above phone call. They went on and on with how sorry they were for how I was treated. I was informed that everything was fine and that the 1 % payment plan was approved again for one more year and that I would call XXXX of XXXX and reapply. 

We are now in XXXX, and the plan has been denied again. Not one person CALLED me or EMAILED me until it went to collections. I thought everything was fine because the money was automatically withdrawn from my account. I then got a phone call from customer advocacy saying that the a certain dept needed a financial statement to be re approved. Strange because no one told me that it was denied again. If I am in a contract how can you stop it two months in? I have since tried to call this dept ( XXXX ) and left EIGHT voicemail since last Tuesday. NO ONE has called me back. When asked about this ... it was explained ... oh their voice mailbox must be backed up!!! I do n't understand how I am suppose to have this resolved when no one is communicating with me Everything is recorded on Navient 's end I just at my breaking point with Navient. No one in the different depts communicate with each other and when asked they put you on hold for 20-30 mins and say that they looked everywhere but could not see any notes. This is what happens every single time I try to call anyone from this company. I am so frustrated and it is destroying my life. It is destroying my work life and my home life. All I want to do is pay my loans at the 1 % so I can get myself ahead in life so that I can pay a little more next year. I just want my account to be currant and for this company to communicate with the different departments. 

I hope that you can help me. I look forward in speaking more. I have more detailed notes about more if needed. 

Thank you