I have student loans through Navient, formerly XXXX XXXX. I have been enrolled in the rate reduction program, due to the high level of student loans my parents had me take out in my name and difficulty paying them back. My parents have been separated for some time now, and both struggle to make a living. Rate Reduction has been very helpful. This week my grandmother ( Co-signer ) passed away. I had been in touch multiple times with Navient and dealt with a woman XXXX in the Rate reduction program. I went over financials, and everything, with XXXX who said that she would get it approved by her supervisor and be back in touch. This was over a month ago. My payment is supposed to be taken out on Tuesday, and I have attempted many times to get in touch to have this approved so I will not be taken out of the program. My issue is that this was supposed to be something taken care of over a month ago, then I come to find out this was never submitted for approval, and never addressed at all. I have never missed a payment in the rate reduction program, and without it I do not know where I would be so it is very important that I work with someone that can help me and not put their agenda before mine.