Consumer complaint received 2015-08-01
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't get flexible payment options
Company: Navient Solutions, LLC. (GA)

Navient School loans. 

My husband and I are currently unemployed. I called Navient on XXXX XXXX, 2015 and spoke with an agent in XXXX or XXXX. I gave him our Monthly income and expenses. He quoted me an offer fora Term and Rate Modification Program at an interest rate of 3 % for 15 months. Monthly payments would be {$280.00}. I told the representative I just did not know how we could cut {$280.00} from our expenses. 
He said he only spent {$100.00} per week on food and we could probably cut our food expenses. He also suggested that we cut our cell phone expense of {$170.00}. I explained to him this expense included XXXX cell phones and one home phone. 
I certainly do n't think someone living in XXXX has any knowledge of the cost of living expenses in the United States. I felt this comment was totally inappropriate and I was very offended. 
I told him we would get back in touch with Navient on XXXX XXXX, when my wife was here. 

Navient called us on our home phone and cell phone XXXX times a day. Sometimes, the message would say this is XXXX call me at XXXX, would not say what this pertained to. 
On Friday, XXXX XXXX, 2015 we called Navient, ask to speak to a supervisor, a supposedly domestic agent. It took a long time having to go through many phone prompts until finally I got a representative in XXXX. 
I ask him to transfer me to a supervisor, a domestic agent. He put me on hold, came back on and said I can help you the same as a supervisor. I told him again I want speak to a supervisor, a domestic agent. 
Finally I got a supervisor, a supposedly domestic agent name XXXX XXXX. He ask why we wanted want to speak to a supervisor. That the representative could tell us the same. 
REASON we did not want to speak to a representative was they gave us conflicting information about the loan. 
The domestic agent, supervisor offered us this program for XXXX months at {$280.00} as opposed to {$280.00}. The supervisor said, we would be charged an interest rate of around 13 % for the first XXXX months then the interest rate would be 3 % for the remaining XXXX months. This contradicts what the representative told us. 
They would not allow us to pay on line said we had to make automatic credit card deductions monthly. We agreed to these terms and electronically signed the appropriate papers on XXXX XXXX, 2015. 
As of today 's date XXXX XXXX, 2015 we are still receiving phone calls at home and on my cell XXXX times a day and the new rate and terms have not gone into effect. Our next payment is not due until XXXX XXXX, 2015, but my account show I am past due on my payments. I feel as though since I signed the forms with the new terms on XXXX XXXX, 2015 and agreed the due date would be the XXXX of each month that we should not be receiving any more collection phone calls from Navient call center. And, I never received a copy of the documents I signed or the new terms. 
If Navient can reduce student loans from 13 % to 3 % this should be permanent especially when people are in a financial bind. 
I 'm having trouble with how payments are being handled, received bad information about my loan, keep getting calls about my loan, having problems with customer service and ca n't get other flexible options for repaying my loan, ca n't temporarily postpone making payments. 

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