Consumer complaint received 2021-08-15 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC.
State: WA

Complaint narrative:
I signed as a co-signer for my grandson in XXXX with Sallie Mae. My grandson ( XXXX XXXX XXXXXXXX XXXX ) & his mother ( my daughter ) ( XXXX XXXX ) promised if I was to sign as co-signer that they would have it paid off in 2 years from his graduation in XXXX. The pressure was enormous as he needed it signed the night before the papers needed to be faxed to Sallie Mae the next day. I was XXXX years old at the time, living on my military retirement & Social Security. I also told them I had no way of paying for this loan being retired. 

In XXXX my grandson missed payments, and I received notification from Sally Mae. Upon calling my grandson & my daughter anger ensued which ended all commucations with them both. 

I started getting harrassed with several phone calls a week from Navient. I found out that my grandson had made some payments in XXXX. I also asked them to contact XXXX XXXX XXXX XXXX and they told me they had not talked to him since XXXX and had no idea where he is. I asked why they would didnt find him, and they stated they are not the police. I also have no idea where he is, and when trying to contact XXXX XXXX, she only hangs up on me. 

Every time I talk to Navient I keep getting different versions of how to get me off the loan, how much needs to be paid and how to end this nightmare. 

XXXX XXXX, Navient would call 3 times a week and I would explain to them the whole story with my grandson and that I did not have the money to pay. Agents would always tell me a different story to get me to pay. One agent told me that if I payed the loans for one year, I could be removed as the co-signer. I called them the next day to see about getting that started and the agent I talked to told me that only XXXX XXXX XXXX XXXX could request me being removed. Then in XX/XX/XXXX I get a letter stating that they are postponing loan payments due to recent pandemic, until XX/XX/XXXX. 

Current XXXX XXXX : After spending 2 hours on the phone with them, I made a payment of {$100.00} and {$220.00} in XXXX to get them off my back. The {$220.00} payment will be monthly until XX/XX/XXXX. Explaining to them I would pay the loan off but now my credit score has dropped 200 points.

I was able to get a home equity loan to pay them 60 % of the total loans ( 4 loans now ) which is the first time that they explained to me that this was an option. They never offered me this before. The total loan amount is {$91000.00}. I was to borrow {$55000.00}. 

On XX/XX/XXXX I called them to get the processes started to pay this off. First the agent ( XXXX ) went over the process telling me I needed to give them my bank routing number and when the payment would be coming out of my account. She refused to send me a letter first stating that this would remove my name for this loan. When I told her " fine '' she acted like she was reading something and said " no, the amount is now XXXX ''. I have the whole conversation recorded. She had previously stated the amount of {$54000.00}. At that time I told them " no " and to withdraw the upcoming monthly payments. I can't afford to keep paying a company that changes the agreement every time I speak with them. I have no idea what to do at this point. 

The 4 loans are XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am now XXXX years old and this loan will devastate me for the rest of my life.

Company response to consumer: Closed with explanation