Consumer complaint received 01/20/2017 about Student loan (Non-federal student loan) with Navient Solutions, LLC. (OH).
Issue: Can't repay my loan
Sub-issue: Can't decrease my monthly payments

Complaint: Navient would contact me multiple times a day and sometimes would leave messages and sometimes they would n't. They continuously bothered my XXXX stricken grandma who was my cosigner that has recently passed away. Everytime I would call to speak with them to attempt to work with them on adjusting my private loans to something I could afford considering our family is a one income family due to my husband is trying to get work they refused to work with me. Navient employees have been rude, inconsiderate and not helpful and refused to drop how much i was paying monthly. One time I called spoke with a very rude employee who stated he needed my financial statement and afterwards explained he would need one from my borrower and I continued to explain she was in a XXXX home and had stage XXXX XXXX and unable to answer questions and her executor of the estate was not willing to help me he became very rude with me and i asked for a supervisor many times and he refused to allow me to speak with one. There were many conversations with Navient telling them about my financial situation and they still refused to work with me and they refused to allow me to speak with a XXXX or supervisor anytime I asked. I had made a large payment to them that about took everything I have it was XXXX to get my loans caught up and I was told if i did so they would work with me on a different payment plan. After making the payment online i contacted them to set things up and they came up with different rules and regulations that i was not previously told about. That i was n't allowed to make that payment online and would have to wait a month to set up a payment plan, that the new payment plan was going to be automatically deducted from my bank account which i did not feel comfortable setting up with them because every person i have talked to there have told me multiple different things and changed multiple things required of me and i felt everytime i called they were lying to me. I had contacted them regarding the phone calls and letters to my co-signer due to her condition and they told me what i needed to do and send a certified letter to them. They stated I needed to send a cease and desist letter explaining her medical situation and that it was causing her distress with all the constant letters and calls. I sent a letter which i have a copy of to them requiring a signature and for them to send a signed agreed copy back to me. I received a letter over XXXX months later from them stating because my cosigner was not the one who signed the letter they only recognized the for me, which when i called no one told me anything about her signature needing to be there to stop the letters and calls only that as the borrower I was able to send a letter on her behalf due to her medical condition and when i called they changed their story of the rules that applied. Needless to say my grandma passed away before i could resend the letter. Upon her death i tried to contact them to get information of what needed done to release her from the loan and after multiple calls I gave up because all they did was change what i had to do or where i had to call and never addressed the situation and constantly kept pushing me around to different departments then telling me to call different phone numbers and i would end up the same place and explaining myself multiple times and they refused to help me and were extremely rude in my time of grief. I refuse to contact them again due to they never can get their rules, policies and procedures correct and everytime you speak with someone they tell you something different or they miss parts of the procedures that you do n't find out until you call back which is frustrating and it was n't until I was at the point of defaulting that they even wanted or attempted to work with me but even then they did n't help at all but all they did was lie.

Company response to consumer: Closed with explanation