Consumer complaint received 2017-01-18
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: Navient Solutions, LLC. (PA)

Complaint:
I have been enrolled in Navient 's Rate Reduction program as of XXXX 2015. This program allowed me to pay low interest payments on what I thought was a decision based on my financial standing for over a 12 month period. 

Over the last few months, I have had problems with Navient withdrawaling out of an account I no longer gave them permission to do after joining my local credit union. After many follow up calls, each ending in " oh, it 's fixed this time. You 'll be okay for next month 's payment '' low and behold, Navient would automatically withdrawal from my account.When you initially call Navient 's general #, you reach a customer service representative who must have limited access to your profile. After talking to many of these consultants about these payments, it was months and many over drafts later that I discovered that my initial contact was not aware I was on A Recurring Payment Plan, instead of an Auto Debit. Another one of their options. For someone reason they were not able to tell the difference, to the point that they enrolled me in Auto Debit that resulted in dual payment! 

More recently, After receiving a call from my mother, telling me it was time to reapply after she received a call in the mail, I promptly called Navient to discuss how to do this. I was confused because weeks before I had already checked with one of these consultants who advised me that I did NOT need to reapply to this program. I call and spoke to several representatives until I finally reached someone who would listen to me. I told them I was on a recurring payment plan, and not auto debit and that I had a feeling I would need to reapply. They had to connected to to another department JUST to confirm this. 

After filling out a financial statement, I was told I had to have my co-signers call in. My father passed away XXXX 2015, and I do not appreciate being asked why my " co-signers WO N'T help '' when all they have to do is access my notes to see a death certificate they asked me to send in. My mother can not afford to help me with my payments, they were floored by this. 

I make under {$XXXX} a paycheck after taxes, pay {$950.00} to loans, {$1000.00} for rent and bills and groceries on top of that. I 'm constantly asking for financial help! Yet they calculated I have a surplus of income at the end of the month so raised my interest from 1 % to 2.5 %. This was the FIRST rate quoted me. I was not able to complete my financial statement because I had to return to work and I did n't have the last 4 of my banking account to verify. Understandable, even though Navient has no problem taking it out from the wrong account for 4 months straight. 

The 2nd Rate quoted to me was 3 %. Which astounded me. I spoke to a rep named XXXX. I told her I was going to call back because I needed to sort out my options. 

I called back today to give into the 3 % and decided I 'd see if I could make it work before sending in 3 months worth of personal information to this organization like I was advised to by the previous consultant. 

Today I was quoted a 4 % increase. That then within moments went up to a 4.5 % raise. I was not eligible for anything under 4.5 %. When he said they could submit to their supervisor to see if I could get it approved, I said okay., let 's do that. And I was met with " But there 's no way you 're going to get approved. I 'm telling you, they 're not going to approve you. '' I asked MULTIPLE times about fact checking my financial statement, and I was REFUSED! 

This company is unhelpful, sneaky and completely unorganized. And they are going to literally ruin my life. They are raising my INTEREST. This is n't even going to my principle payment. I am devastated. Thanks for nothing, Navient.

Company response to consumer: Closed with explanation