Consumer complaint received 2017-06-05 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Can't temporarily delay making payments
Company: Navient Solutions, LLC.
State: PA

Complaint narrative:
Over the last several weeks I have attempted to work with Navient to obtain either a deferment or forbearance as I am  XXXX    XXXX   XXXX     XXXX   beginning this  XXXX . I have had several inconsistent responses from Navient representatives advising me that I was eligible for an in-school deferment, then advising I was not eligible but that I was eligible for a forbearance. Then I was advised I was not eligible for either of those options. The last time I was advised I was eligible for an in-school deferment was on  XXXX / XXXX /  XXXX   at   XXXX   XXXX   XXXX   by  XXXX   XXXX  (  XXXX  ).  XXXX   XXXX  advised me that the current rate reduction plan I was in was not scheduled to increase until  XXXX  and that I would not need to contact Navient again until late  XXXX  to begin the process of in-school deferment. I advised  XXXX  I was told in  XXXX  that my program was ending and that a representative from  XXXX  had me begin the process of completing another income verification form.  XXXX  advised she was uncertain why that was done but that I would not need to worry about that. Based on my conversation with  XXXX  and the assurance that I was in fact eligible for in-school deferment, I spoke with the   XXXX   XXXX   and made the arrangements to be a   XXXX   XXXX   rather than the   XXXX   XXXX   I was initially intending to be. Several days after my conversation with  XXXX , I received an email from  Navient  advising my rate reduction was ending and my payment was nearly doubling. I contacted Navient on  XXXX / XXXX /  XXXX   and spoke with several representatives who advised me that I was not eligible for deferment or forbearance. The last person I spoke with was  XXXX   XXXX  employee ID unknown ) who advised me to contact  Navient  again after I was no longer   XXXX   to see what could be done about a rate reduction but she again assured me that I was ineligible for deferment or forbearance. What is monumentally frustrating and seemingly unreasonable is that at no point has  XXXX  and now Navient ever advised me that I would be able to do a rate reduction rather than deferment or forbearance. Had any representative from  XXXX  or Navient ever spoken to me about this as an option instead of telling me the best thing for me was deferment or forbearance, then I would not potentially be in the situation I am currently in where I truly do need deferment or forbearance. The  XXXX   XXXX   XXXX  has very strict guidelines about working, especially when a    XXXX   XXXX   . I made the decision to   XXXX   XXXX   based upon the information provided to me by  XXXX   XXXX  on  XXXX / XXXX /  XXXX  . I am unable to switch back to the   XXXX   program and I can not reasonably take out a student loan to payback Navient only to incur even more interest. I am genuinely at a loss for what to do and I have such a difficult time even wanting to communicate with Navient because of their inconsistencies and having previously been told by a representative to go to a food bank or homeless shelter to get food so that I could pay the loan back. I have also previously been told by a representative to remove all of my education from my resume while applying for jobs because " no one cared about your education and it wo n't help you get a job. '' I am honestly sick to my stomach at the thought of speaking to them again for fear of being demeaned or debased again and to get inconsistent information again. I feel as though  Navient  is continuously providing inaccurate information and not leading me in the direction that is best for me or my situation.

Company response to consumer: Closed with explanation