Consumer complaint received 2016-10-05
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Navient Solutions, LLC. (PA)

Complaint:
I contacted Navient on XXXX XXXX, 2016, regarding my options for lowering my payments. I was transferred to several individuals until a man named XXXX provided me with an option of lowering the interest rate for 14 months. He told me to call in XXXX to finalize the option since I had already made a payment for XXXX. He provided me with a number ( XXXX ) XXXX extension XXXX. 
On XXXX XXXX, I called the phone Navient to finalize the process. The man I spoke to told me that XXXX was unavailable and that I would need to complete the financial verification process again. I refused as I was already qualified. 
Previously, Navient, then XXXX XXXX, had offered me low interest payments on the same loans, however, I was told to call back because I had already made a payment for that month, similar to this incident. When I called back the previous time, I was told I had to complete the financial verification again, which I did, however, the amount I was offered when I called the first time was increased by {$50.00} after completing the second verification. Hence the reason I refused a second income verification process. I asked the customer service representative for a supervisor. The supervisor told me that I did not qualify for the interest rate reduction and that XXXX had noted that in the system that someone should call me back, " at the beginning of next month. '' It is currently XXXX XXXX, 2016, and my payment is due XXXX XXXX. I was told I do not qualify because my federal student loans were not showing in a repayment status on my credit report and that I should call the Dept. of Education to ask for lower payments. I said that was not an option because I was already on income-based repayments. The supervisor also noted that I had a car note on my credit report and that purchase disqualified me from the assistance option that was previously approved. I needed a larger vehicle because my fianc and I were expecting XXXX. 
I believe Navient 's internal practices are deceptive and discriminatory. 
Previously, when I asked for a copy of their policies regarding lowering my payments, I was told they could not provide me with the information. I have no guidelines to review for lowering my payments. 
A promise of lower payments was made and then rescinded because I purchased a vehicle that I needed. Had I been a single person with no children, I believe that my vehicle purchase would not have been considered. 
Further, based on my experience, it is clear that Navient makes every effort possible to avoid options to lower loan payments by making it difficult to contact specific customer service professionals. At least XXXX XXXX had a dedicated phone number you could call to speak with someone in their credit services office regarding lower payment options. All calls to Navient are routed through a main line and you are forced to speak to low level customer service reps who try to coax a payment out of you rather than resolving any issues. It is extortion.

Company response to consumer: Closed with explanation