Consumer complaint received 2017-07-17
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem lowering your monthly payments
Company: Navient Solutions, LLC. (UT)

Complaint:
I would like to submit a complaint about the University   XXXX   XXXX   (   XXXX   ). I was enrolled in classes there from years   XX/XX/XXXX  to  XX/XX/XXXX . At the time I was enrolled, I was recently separated from my husband. I was desperate to be able to provide for my family on my own. I was looking for a better future for me and my children. Being a single mother of  XXXX , I decided that taking classes online would be a good option for me.
I met with an enrollment counselor at the  XXXX  and was enrolled very quickly that same day. She told me not to worry too much about the financial side because I was a single mother and would get a lot of Pell grants to cover the costs. She took me to the computer in their office and we immediately began the enrolment process. The enrollment counselor even took me step by step through the student loan application in order to advise me which options to select. They took care of everything and I was surprised how easy everything was. I was advised to take out the full amount I could ask for on the loans.
At no time did the enrollment counselor discuss the earning potential of the degree I was seeking verses the overall cost of the classes. A   XXXX   XXXX   is estimated to make approximately $ 30-38,000 a year in   XXXX   XXXX   Utah . By the time I fully understood what it was going to cost to get my degree from  XXXX , I was too far into the program to back out. I decided to finish my degree at the  XXXX  because of the ability to transfer my credits were poor.
I now have a   XXXX    degree in   XXXX   XXXX   XXXX   for the University   XXXX   XXXX  , however, due to the lack of an appropriate practicum supervision and practicum experience ( practicum was not offered in the   XXXX   courses at the   XXXX   ) I am unable to find a better paying job. Accredited Universities offer practicum experiences as they understand in the field of   XXXX   XXXX   it is difficult to get hired into your position if you do not have some experience in the field. I needed to receive this valuable practical experience under the   XXXX   XXXX   XXXX   XXXX   XXXX    professional. I was unaware how important practical experience would be in this field until I was not able to get hired.
My earning potential is nowhere near what I would need to ever pay back these loans. Due to the lack of experience, I was unable to find a job. Employers did not want to hire someone who lacked the experience and was unable to obtain licensure.
I currently owe {$79000.00} in student loans. I am on an income based repayment plan where it has been determined that I do not make enough to make a monthly payment due to my low income. I have received a total interest of {$22000.00} the last nine years.
I am not able to pay the interest charges and my loan increases by thousands of dollars per year. I need help because these loans make it difficult to further my education and increase my earning potential. It makes it difficult for me to purchase a home for my children. It has made it difficult to purchase a vehicle. My opportunity to have a better life has turned into a financial prison that I can not escape.
I have contacted   XXXX   several times trying to make sense of the loans. During these calls I have had to request a student loan leger several times before they finally sent me one stating that they had no records of me calling. I believe that the ledger they sent me is not in its entirety and I am unable to make sense of it. I called  XXXX  financial department where they informed me that they would be unable to help me. When I asked if there was someone in their local office I could meet with I was informed that there was no one I could meet with in person to address my financial concerns.
I believe that I was extremely mislead and misinformed by  XXXX . They took advantage of me while I was in a vulnerable position. I had no reason not to trust that what they were telling me was accurate. I was not informed of all my options and the quick enrollment left little time to gain a better understanding. Enrollment was their main goal even if it left me in a worse financial state than when I started. The cost of the program is extremely high and the education I received was lacking what I needed to be successful in the   XXXX   XXXX    field. Instead of helping me to overcome poverty, The  XXXX  compounded it. I am stuck with several loans with no way to pay them back. Please help.

Company response to consumer: Closed with explanation