Consumer complaint received 2017-01-04 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: Navient Solutions, LLC.
State: FL

Complaint narrative:
Navient Office of the Customer Advocate XXXX. XXXX XXXX XXXX, PA XXXX To whom it may concern : At approximately XXXX XXXX on XXXX XXXX, XXXX I called into Navient customer service to try and arrange an alternative payment because of a hardship my family has suffered. I was told by the representative that I was impossible to lower the payment and that I needed to pay XXXX. I told her that I was unable to do that and that I could only pay XXXX at this time. She then reiterated that it was impossible to change the payment so I asked for a supervisor. After about five minutes XXXX XXXX came on the line and identified herself as the unit supervisor. I told her my name and explained that I needed to try to work something out due to the hardship situation. 
XXXX XXXX took it upon herself to begin to critique my credit report over the phone, making snide statements like, I see here on your credit report that you are buying new cars and your house mortgage payment is up to date. I asked her why she was doing that and that I did not need her to do that. She than began to reiterate in an obnoxious tone of voice telling me, " You are buying new cars and are up to date on your mortgage and it does n't seem like you have any hardship. '' I became upset and said to her " what the XXXX are you talking about? '' She then stated, " curse at me again, I 'm taking this to our legal department. Then she repeated my address in a threatening manner -- - " You live at XXXX XXXX ... .. '' and said she will see what she can do to place a lien and judgments on my property and place this on my credit. 
What XXXX XXXX failed to give opportunity for or empathetically consider is for me to tell her what my hardship was. Instead, she decided to verbally approach this as though I 'm a customer who is trying to ignore or get away from their obligation. I would like to respectfully submit that even deadbeat customers deserve Respect, especially if they call you. Just to make you aware that there are hardships that does not show up on credit reports. First, my wife is back in school working on a XXXX XXXX XXXX. Secondly, XXXX of the vehicles, she was so snidely referring too, is still on my credit but the vehicle was totaled in an accident where both my wife and myself suffered injuries ( I can provide documentation ). XXXX insurance did not cover the entirety of the debt so we still have to pay for a car that we no longer have. The other vehicle was an absolute necessity- transport to and from work- which is a result of the accident. We were under doctor 's care for several months. 
Additionally we have a XXXX XXXX XXXX family member who lives with us and is our legal dependent. She was riding in a vehicle with another senior citizen on XXXX XXXX XXXX when that person failed to stop, ran into several other vehicles. That family member was severely injured in the accident requiring XXXX, hospitalization including XXXX and in XXXX. The driver of the vehicle had only Personal Injury Protection ( PIP ) in the amount of {$10000.00}. Needless to say, her medical bills, food, care etc. vastly outweighs that insurance. Her injuries mean that my wife have had to XXXX. She is awaiting additional XXXX. We have struggled to keep up with the bills we have taking care of keeping a roof over our heads. ( This I can also provide documentation for ). 
I WAS NOT EVEN GIVEN THE OPPORTUNITY TO EXPLAIN THESE THINGS. Is that your policy? Is that how we are supposed to treat other human beings? My wife was present and heard the conversation. 
For someone, working for your company to speak in the manner that XXXX XXXX did was highly inappropriate, threatening, rude and unhelpful- when ALL I did was call in to make payment arrangements. 
XXXX XXXX

Company response to consumer: Closed with explanation