Consumer complaint received 2015-05-04
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC. (CA)

My complaint is regarding Navient 's handling of my student loans. I took out loans to help pay for my college education at XXXX University in XXXX, WA. I have always made my student loan payments on time through XXXX XXXX. However, once my loans went into repayment the amount of the payments was much higher than I could afford, as I have only been able to get a low paying job that has nothing to do with my degree. XXXX XXXX at one point let me defer for 3 months if I paid them around {$150.00}. Navient, once XXXX XXXX switched over to them, has been completely unwilling to work with me, has taken unauthorized money out of my account, and has constantly harassed me. 
I called them when my deferral period was up to make new arrangements, and was told over and over again that I have to come up with the money and they did not care if I could afford it or not. Eventually someone told me that they would be able to put the loan into forbearance if I made smaller payments. This in itself does not make sense, as they just basically were charging me to not apply it to my loans. I authorized a XXXX time payment, and they put me on an automatic debit for that amount even though I specifically authorized only XXXX payment. When I called, I was given the run around, told that I was lying and had authorized it, was not allowed to speak to a supervisor, and told that they would review the call. They never did. Every time I called back to check on the status, they refused to talk about it and kept just asking for money. 
Eventually further payments showed as due on my account, which when I agreed to the forbearance, I was told there would not be any more payments due during that time period and the forbearance would be applied to all of my loans. They did not apply it to all my loans, and when I saw payments due on my account, I went ahead and paid them which was my mistake. I thought maybe there was XXXX last one I had to pay. When they took the duplicate amount out of my account from the forbearance in addition to that, I called them again and asked them what was going on, and where those other payment amounts had come from. I talked to multiple different people, including a supervisor ( only after getting very upset and refusing to talk to anyone else ), all of who could not tell me where these payments were even coming from, refusing to look into it, and refusing to give me any of my money back. 
To this day, I have no idea what my real payments are, why I was being charged for a forbearance that did not get rid of my payments, I have not received any money back from the unauthorized charges made to my account, and I have been harassed multiple times daily at all times of day looking for payment. This is always an automated call, and when I call back I can never get anyone knowing what I am talking about. 
Even with all the payments I have made in school and since, my loan balances have remained the same or increased, not decreased. 
To top that off, they obviously are not careful with privacy as I have received a call from them with another person 's account information left on my voicemail. 
All of these practices are extremely frustrating and concerning. All I want is to ideally be able to defer my payments for a little while as I work a low paying job that barely covers my bills. I would even be happy if I could work out a payment plan with them that I deem affordable. I ca n't pay them money that I need for rent. I think these their behavior, treatment of their customers, and business practices need to be reviewed and they should be held accountable for the extremely unacceptable way they are treating their customers.