Consumer complaint received 2017-11-29
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Problem lowering your monthly payments
Company: Navient Solutions, LLC. (PA)

Complaint:
COMPLAINT AGAINST NAVIENT I contacted Navient on XX/XX/XXXX to request a loan modification to lower my monthly payment from {$720.00} a month to a payment I could afford. I contacted XXXX XXXX a few months earlier and they modified my monthly payment for the next 24 months. Myself and my co-signer were asked to provide a financial statement to Navient. Based on the information I provided, I was denied. The representative from Navient stated that I could afford the monthly payment and would have over {$800.00} of disposable income left over. I knew their calculations were incorrect. When I discussed this with my parents, I realized that I provided my gross income instead of net income. My Mother, who is authorized to discuss my Navient account on my behalf, called Navient back again on XX/XX/XXXX and asked to speak with a supervisor to explain the information I provided on the previous call was incorrect. The supervisor stated he looked at the notes and the previous rep asked me numerous times if the information I provided was accurate and I replied " yes ''. The supervisor stated that this was a cause for concern and it raises a lot of red flags. My Mother explained that I confused the gross and net income terminology and that documentation could be provided to support what I said to be true. The supervisor asked for 3 months of paystubs and bank statements from everyone concerned. My Mother told the supervisor that Navient would receive information for me and my Father ( co-signer ), but we would not be providing the financial information for my Grandfather ( co-signer ), since he is XXXX and on a fixed income. The financial information was uploaded on to the Navient website on XX/XX/XXXX. I  received a confirmation email stating that I would hear back from Navient within 3 buisness days. When I did not hear back from them on XX/XX/XXXX, my Mother got concerned and called Navient on XX/XX/XXXX to request forbearance. 

I want to also explain something else that occurred during this whole exchange with Navient. My Mother and I do not have any confidence in Navient and was not convinced this matter was going to be resolved by the payment due date of XX/XX/XXXX. While she was still speaking to the Navient supervisor on XX/XX/XXXX, she requested forbearance. The supervisor never explained his department was unable to process the request since I was not past due yet ( we were told that by another Navient rep when we called back ) nor did he ask me if I wanted be transferred to the department that could help with the forbearance request. The Navient supervisor gave me the impression I was not eligible. 

After not hearing anything back from Navient on my request for a loan modification, My Mother called Navient back on XX/XX/XXXX. She was told the document presented was received but there was no other information regarding the request. I have to call them back to discuss. I did not receive an email, phone call or letter in the mail to contact Navient to discuss my request. If my Mother did not call them for an update, I would not have known. 

I am not trying to walk away from this debt. I am trying to be responsible and pay back my loans but Navient does not seem like they want to help me. Multiple Navient reps have stated Navient does not provide loan modifications and they do not understand how XXXX XXXX was able to provide one to me. I can not afford the minimum payment and father can not afford it either. My sister is a XXXX XXXX and he is trying to help her financially as well.

Company response to consumer: Closed with explanation