Consumer complaint received 2015-08-12
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC. (GA)

XX/XX/XXXX, I was in a car accident that caused a severe brain injury. Due to this, I have been unable to work. This past year, I have remained in contact with Navient to pay to keep my loans in forbearance. In XX/XX/XXXX, my loans went past due and after several hours and several phone calls, not to mention the numerous times I was disconnected and had to start all over, I was finally able to talk to a representative who explained that XXXX of the loans had no forbearance time left. So she assisted me in getting those into a repayment plan that I have already made XXXX payments on. The other XXXX loans I thought were in forbearance until XX/XX/XXXX, but I learned that after my XX/XX/XXXX payments went past due, the forbearance had expired in XX/XX/XXXX and that is why my XX/XX/XXXX payments were past due. They explained that I would have to pay {$150.00} to bring the past due amounts current, and then if I called back in before XXXX XXXX, 2015, I could pay another {$150.00} to put my loans into forbearance until XX/XX/XXXX. So on XX/XX/XXXX, I paid {$150.00} to bring the loans current. And then on XX/XX/XXXX, I payed another {$150.00} to put them into forbearance until XX/XX/XXXX. This is where the problem lies. On XX/XX/XXXX, I called in to pay the the {$150.00}, and spoke to XXXX at ext. XXXX. She took the {$150.00} payment and stated that that amount would put the loans into forbearance until XX/XX/XXXX After she took the payment, I agreed to the prerecorded forbearance agreement. XXXX came back on the line and said everything was all set. She hung up. About 2 minutes later I received a voicemail from XXXX XXXX asking that I call XXXX back because there was an error in the recording. So I immediately called back and XXXX stated she had made a mistake and that we had to rerecord the forbearance agreement. So I agreed to it a second time and XXXX came back on the line, stated the Forbearance was submitted and if I had any problems, to call her or XXXX. I had not received or heard anything until XX/XX/XXXX, where I started receiving collection calls. When I called the number ( XXXX ) XXXX and asked for XXXX, they said she was busy and would not transfer me to her. So I was transferred to XXXX XXXX, a supervisor at ext XXXX, and he stated that the computer notes read that I had called back in on XX/XX/XXXX and cancelled the forbearance. I told him that was not true. He basically said it was my word against theirs. So I told him to listen to the recording, which he said he would do and get back to me. He continued to tell me my loans were past due and if the forbearance went through, it was only good until XX/XX/XXXX, not XX/XX/XXXX. I asked him several times to talk with XXXX and he stated she was busy. I asked if she was there and he said she sat XXXX desks away from him. I asked him again to talk to her because she gave me her information. He said he would listen to the recording and get back with me. They treated me as if I was lying, and would not take a moment to ask XXXX. When I told them XXXX XXXX also gave me her name, they stated she was no longer in the department. The biggest concern I have with this is that I DID NOT call back in to cancel. The last call I made was on XX/XX/XXXX, after XXXX XXXX asked me to call back and re agree to the forbearance prerecorded request because there had been an error on the first one. And, when I called today, they would not let me talk to the representative whose name was given to me if something like this were to happen. They are rude and treat their customers like dirt. I have never avoided them ; always kept them informed and did not EVER call in a cancel my forbearance. I have all the documentation showing where they took the money out of my account, the phone calls and the voice mail from XXXX XXXX asking me to call.