I contacted Navient regarding XXXX private loans on XXXX XXXX, 2015, I called in to the Navient customer service line and was advised by representative XXXX that I was eligible for revaluation of my monthly loan payment amount, due to recent change in income due to health related events. She advised me to call back in on XXXX XXXX, 2015, after my payment due date of XXXX XXXX, 2015 and request a revaluation of finances in order to decrease my monthly payment amount. She also offered to give me a call on the XXXX XXXX, 2015 at XXXX in order to assist me with the revaluation of finances. 

When I did not receive a call from this representative on XXXX XXXX, 2015 at XXXX, I called in and spoke with representatives XXXX and XXXX. They XXXX explained that I was misinformed by representative XXXX and that I was not eligible for loan payment recalculation and any that any possible payment that I make, below the past due amount for the month of XXXX, would not bring my account back to current status. 

I have since contacted the Navient advocate department via phone on XXXX XXXX, and requested that my call with representative XXXX be reviewed and revaluation of finances be granted do to the misinformation I was provided. Presently my XXXX private loans reflect past due because of this. 

XXXX contacted me late in the afternoon ( XXXX -- she leaves for the day at XXXX, this left me little to no time to return her call ) on XXXX XXXX during my scheduled work hours, I was unable to take her call. She left a message providing me with her extension XXXX, however I have attempted to contact her several times and she remains unavailable, with no option to leave a voice mail message. 

I have sent XXXX several direct e-mails, requesting that she contact me via e-mail as to avoid further miscalled and miscommunication. I have received no response from her, and my account continues to reflect past due amount, putting me in danger of being removed from the payment program, and ultimately affecting my credit score. 

I would greatly appreciate your assistance with resolving this issue.