Consumer complaint received 2017-02-15
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Navient Solutions, LLC. (AZ)

Arrangements were made for a re-payment program Navient offered with CSR, XXXX. The payment program was for 15 months at 1.5 % with a payment of XXXX, XXXX, advised that offer was approved by supervisor on staff. Followed through with setting up re-occurring payments at {$200.00} per month. Verbally acknowledged they terms and conditions. The next day I received a call, from XXXX, stating that program offered is not available for my account, because a Sr. supervisor reviewed the account and since the account has a co-signer on it and they pulled her credit report along with speaking to her in XX/XX/XXXX, that all information states she is able to afford regular payments. I was never informed or even told that this offer was going to have to go through additional approval levels. I was told when speaking to XXXX that this was a approved re-payment program. At this time I informed XXXX ( Navient Rep ) that the co-signer is XXXX, XXXX and is not able to afford the over {$300.00} payment that would be the regular payment. At this time XXXX informed me he can have a 3 % repayment loan program approved. I advised I am not able to make those payments and that already in need of her help for the original offer of {$200.00} payment that was previously approved. I requested a call back from the Sr. supervisor that declined the previously approved repayment plan. Days later, I received a call from XXXX XXXX, the Sr. supervisor with Navient that declined the original 1.5 % 15 month repayment program at {$200.00} per month. I again, informed him of my financial situation and my co-signers financial discord. XXXX did advise that if we would submit 3 months of the co-signer banking statements, they would review and make a decision. I stated I was not comfortable submitting her personal records like so. At that time he stated he would not reconsider the original offered repayment program. This situation has been ongoing since XX/XX/XXXX, today is XX/XX/XXXX. Navient has already taken the first payment of the 1.5 %, 15 months at {$200.00} program that was originally agreed to. Today, XX/XX/XXXX received call from Navient 's rep XXXX, inquiring if I was going to continue the payment of {$200.00} for the next 15 months or if I was going to be able to pay the additional {$20.00}, making the payment at {$220.00} per month, I advised him I can not afford any additional monies and it would have to be the {$200.00}. XXXX advised me it was my co-signers responsibility to " step-up ''. I reiterated the condition of the XXXX co-signer and advised I can not afford any additional monies. I attempted several time to get back to Navient just a few minutes later. When I as able to speak to someone it was with XXXX XXXX to patched me over to XXXX ( a Sr. supervisor ) I explained and wanted it on record that the co-signer was already helping me with the payment originally agreed on for {$200.00}. XXXX then again, re-iterated that if the co-signer is willing to send in her banking information, that would be the only way to review this agreement. Then stated that Navient was offering a 2.5 % program that was only {$10.00} extra. Navient has been inconstant with their offering of programs, dollar amounts, and percent 's. Just today was XXXX different statements of what they were willing to offer for re-payment programs. I am willing to pay back this loan, however my financial hardship as well as having to deal with a XXXX co-signer whom is also experiencing financial hardship does not allow for a payment of more than the originally agreed {$200.00} per month. The fact that every rep with Navient that I have dealt with has given different information and the supervisors I have spoken to both XXXX XXXX and XXXX have been insistent that they can not alter the original agreement, yet they are altering it with every call.