Consumer complaint received 2017-03-22 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: CO

Complaint narrative:
What can I say ... Navient has utterly and completely ruined my life. They have stone walled me every single time I have tried to lower or alter in some fashion my student loans, and as a result my credit score, and the credit scores of my parents have been significantly effected in a negative way. The most recent issue occurred this past month, and has seemingly come a close today. I have my student loans set up to auto withdraw every month from my account, and when one month passed with no withdraw I waited until the following business day to contact Navient to ask why it had not been taken out as the funds were available. They had told me that I was no longer in the income driven repayment plan so I asked to resubmit my information and they had told me that my parents had to have their finances reevaluated and after that time they will look at my finances and calculate my monthly payment amount. My mother had called to submit her information for their consideration at which time she was told that she was not authorized on the account and that I would have to authorize her. I called back today to authorize her and I was told by XXXX of Navient 's collections department that information was never needed and that the previous customer service representative had misinformed me. They had always been able to speak with my mom about her financial changes, but someone misinformed us all. When I asked if I could supply my financial status I was quickly told that I was no longer eligible to enter the income driven repayment plan because the enrollment period had ended. So I have to suffer because you and your team jerked me and my family around. She said that I had to pay XXXX dollars because that was my new bill, and when I told her I could n't pay that she told me that she was indicating on my file in collections that i was " unwilling to pay ''. Unwilling in my opinion means I have the money and I 'm choosing not to give it to you. Facts are I am barely making enough to feed and house myself. I do n't have health insurance. I do n't even have money to get myself glasses or contact lenses. I ca n't operate a vehicle anymore because of my lack of vision. I make just enough money to pay my landlord, pay for food, and pay my student loans. Over the last 2 years since my account was transferred to Navient my credit score suffered. When I moved out my parents house I asked for my payment to be recalculated to take into consideration my new bills in which they said absolutely not. When I was laid off I asked for help to which again I was told absolutely not. When I found a new job and had been put down to part time. I asked for help ... .they said : absolutely not. They have been unwilling to work with me. They have insulted me via phone. Made assumptions of my character based on my life circumstances and inability to pay and have decided to take it upon themselves to tarnish my record by saying I 'm unwilling to pay when in reality IM NOT ABLE. They have already taken my credit score, and along with it any hopes of a successful happy life in the near future. No matter what happens I 'm going to be struggling to keep my head above water, and to make ends meet. Even if my student loan payments were lowered, when they refused to help me my only course of action was to put my monthly student loan balance onto credit cards. I am in all sorts of debt now. I 'm always going to be playing catchup and all because they would never extend a hand and help someone out who could wholeheartedly and honestly prove their life circumstances had changed. My dads credit score is ruined and I still have XXXX more sisters that need to go to college. How is he going to be able to co sign for them now?? Now their lives are effected. I just do n't understand why a company that seems to hate people so much gets in a line of work that has so much power over their lives.

Company response to consumer: Closed with explanation