Consumer complaint received 2017-01-18 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: NY

Complaint narrative:
In resolution of Case number : XXXX, I spoke with a customer advocate at Navient. As detailed in the response to Case number : XXXX from Navient, I was given XXXX options for repayment : " Extended Repayment '' ( {$1000.00} monthly payments ) or the " Select Step '' ( {$670.00} monthly payments ). I opted for the " XXXX '' payments with the customer advocate by telephone on or about XXXX XXXX, XXXX or XXXX XXXX, XXXX. He was also kind enough to do an administrative forbearance for the month of XXXX. 

I paid {$500.00} in XXXX in an effort to get ahead. One week later, on the day before XXXX, {$910.00} was automatically withdrawn from my account as payment for the Rate Reduction Plan that I was found ineligible for and denied by Navient on or about XXXX XXXX, XXXX. I spoke with customer service and ( thankfully ) issued a refund that I received approximately 1.5 weeks after it was ( incorrectly ) drawn from my account. 

In XXXX, I logged onto my account to make a payment and {$0.00} was due. I still made a payment of {$250.00} ( {$50.00} on each account ) in another effort to get ahead. 

In XXXX, I logged onto my account and find that I owe {$890.00}. I promptly called Customer Service on XXXX/XXXX/XXXX. I was advised at first that there was no record of me " doing '' the interest only ( XXXX ) repayment. I was transferred to a supervisor, who advised me again that I was not eligible for the XXXX repayment and that my {$250.00} payment made in XXXX was " credited '' to my {$1000.00} required payment. I was transferred a third time to another supervisor. 

This supervisor indicated that she could see in the notes that I had spoken with a customer advocate. She advised that their records show I was " denied '' for the XXXX repayment on XXXX XXXX, XXXX. There was no correspondence sent to me to this effect. In addition, I was not advised at any time by the customer advocate that this was an approval/denial process. I actually recall that the policy had been changed in early XXXX, which is why I was now eligible to enter the XXXX repayment. 

I wish that I could communicate and agree to payment terms with Navient and not have them change without any warning. It is extraordinarily frustrating to spend multiple hours on hold and on the phone with customer service representatives and to be transferred from department to department and various supervisors just to have everything undone the following month. 

I am not sure where I was mislead or incorrectly informed. I am not sure why the XXXX repayment was denied. I am not sure what was even needed for the application. I am not sure why I ca n't reach the customer advocate I had been speaking to. I am also not sure why customer service representatives ca n't read all of the notes on the account or why the information is different between every representative. 

I can not afford $ XXXX monthly payments at this time. I am TRYING. I opted for XXXX with the hopes that I would pay a small amount extra every month and try to catch up on my finances so when the XXXX repayment expired, I would be able to manage the $ XXXX monthly payments. That day is not today and I am unsure why Navient 's system makes these changes without notifying me or communicating with me in any whatsoever. I do not think the boilerplate paragraph on every statement telling me that my " Payment May Have Changed Due to the Following [ XXXX ] Reasons '' is adequate.

Company response to consumer: Closed with explanation