Navient

Review: I have two loans in a rate reduction program. My father, the cosigner on both loans, called me to tell me he received a letter that both loans were being removed from rate reduction, and that we could expect a revised payment schedule. No indication of what the new payment would be was given. No other contact was made by Navient. I called them to ask for an explanation for the letter (the letter was a form letter that gave a variety of possible reasons why this was happening to me). I was unable to get anyone on the phone from the rate reduction department, and was on hold for approximately two hours broken up by re-verifying my identity to a machine and intermittent human contacts where I was immediately put back on hold. I still have no idea why my father received this letter.Desired Settlement: I would like assurance that the rate reduction program will still be available to me. I was told my loan statuses are current.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on March 12, 2015. Please allow sufficient time for postal

delivery.

Review: I have been receiving calls from them for the last month. They are saying my account is past due but it clearly states on my statement that I am payed ahead. I haverepeatedly tried to tell them to quit calling me. I got a call last night and then another this morning. They literally are harassing me and they are just not listening. I am really getting pissed off at them.Desired Settlement: I have been paying my bill and will continue to pay my bill. They are wasting my time. I know I can transfer my loan to another company and just might if this doesn't stop.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on May 21, 2015. Please allow sufficient time for postal delivery.

Review: This is the second time I have contacted Navient regarding missing payment credits.

The first time I contacted Navient on 12/10/14 regarding these missing payments, which at the time I thought only went back 1 year, I was told I needed to send “information from my bank showing I had made the missing payments…like a bank statement” I submitted a PDF the same day (Attachment 7) showing proof from my bank that 8 payments of $200 were made to the Department of Education/Navient and my loan was not credited with the payments. Navient said they would open an investigation to be completed by 12/18/14 and they would notify me of the outcome. I contacted them on 12/19/14 when I had not heard back from them. They responded the next day saying, “The documentation you submitted was reviewed, however, we were unable to locate the missing payments since you did not provide the electronic funds transmittal number.” (Attachment 8).

I discovered after doing more research about my missing payments that I had not been credited with 17 payments in the last 2 years. I contacted Navient a second time on 3/2/15 regarding these missing payments, changes to my account regarding Amount Due Dates, and receiving incorrect 1098-E Student Loan Interest Statements.

• Kia, the Navient customer service representative did not have sufficient information regarding my last call in December 2014. Accurate notes had not been taken regarding the “investigation”. Kia said the only way to track the missing payments was with a copy of the back of the cancelled check from my bank.

• Due to the missing loan payments not credited to my account, my 1098-E for paid loan interest for 2013 and 2014 were incorrect.

• In previous loan statements through November 2014, my amount due date was noted as 10/28/2015. After I called in December, my Amount Due and Due Date changed to 01/28/2015. Somehow, 9 months disappeared from my previous statments. I continued to make my automatic payments set up through my bank for $200, but received notice in March that I had missed a payment, or in other words, not paid the full payment amount because it had been changed in December. When I asked about the change in due date, Kia said the only way that Navient would change a Paid Ahead account is if it is requested by the customer. I never requested any such change to my account.

I have included 8 Attachments (see next page) to aid Navient in correcting their errors in my missing payments.

I have been assured by both Kia (3/2/15) and Jan (3/4/15), Navient curstomer representatives, that once I submit this information, and investigation will be opened and take about 8-10 days. I am submitting this documentation on 3/4/15. I expect to receive information about my requested reporations by or before 3/19/15. This includes any documentation I need to file my taxes for 2014.

I would like the following reporations:

• Documented credit for the missing 17 payments for the dates the payments were made.

• Documented changes to the interest adjusted for the missing payment credits for the dates the payments were made.

• Ammended 1098-E forms for 2013 and 2014 showing the actual interest paid, sent to me prior to the end of March so I can file my taxes on time.

• Adjusted Amount Date Due back to the original October 28, 2015.

• Decrease of my loan interest rate to 3% combine for both my loans.

• Apology letter from Navient.Desired Settlement: I would like the following reporations:

• Documented credit for the missing 17 payments for the dates the payments were made.

• Documented changes to the interest adjusted for the missing payment credits for the dates the payments were made.

• Ammended 1098-E forms for 2013 and 2014 showing the actual interest paid, sent to me prior to the end of March so I can file my taxes on time.

• Adjusted Amount Date Due back to the original October 28, 2015.

• Decrease of my loan interest rate to 3% combine for both my loans.

• Apology letter from Navient.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on March 11, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: I have had issues with Navient (formally Sallie MAE) customer services. There have been times that I have asked to speak to an American representative and they have refused my request. I have to call them at least once a month to try to adjust my payment and they cannot seem to get it right. I am trying to pay my loan offer quicker and the only way to make an adjustment to my monthly payment is to call them. I am tired of fighting with poor customer service and foreigners that I can barley understand. This company is terrible.Desired Settlement: They need to have a direct line to U. S. representatives and qualified people to working there. Qualifications should be more than a pulse.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on May 20, 2015. Please allow sufficient time for postal

delivery.

Sallie Mae sent me a bill via email (my preference), stating I owed $0 (I'm making poverty wages and it's on hold until someone actually PAYS me for that education). I saw the email about Navient taking over, fine.. no big whoop. Just something I saw via email. Then I got a bill stating I own $1700.00 - yep, with Navient, I'm now $1800 in arrears (so they say).. however, I still am making $13/hour paying over $1000 for rent (sans utilities) - there is NO money. Before actually creating an account with Navient I decided to check them out online.. can't see a DAMNED thing nice about them….

I know I will NOT call them - for it appears they have no ears. I know I cannot write them, for it appears they have no eyes…

I'm stuck between scylla and charybdis - but at least I'm not in the state I used to be in…

If they were a real company, they'd have morals, ethics, and not turn a $0 payment into $600 within THREE DAYS! … seriously - that's what they did… and now it's been 3 months - $1800… all via email… all without my consent.

I realize I'm supposed to be a "grown up" about it - contact them, work things out.. but how the blank am I supposed to work things out with neanderthals?? They SUCK!!! and they're run by Republicans who pretend they're "helping" us???

Get serious. This isn't helping. It's making folks go postal.

nope, not me.. I'll be good, I'll write them a letter and mail it from a different planet - telling them they have the information wrong… and it I can't pay rent, I sure as blank can't pay the student loans at this time..

I hate this part of life.

Review: When I make a payment to this company to pay back my student loans, it takes over 5 days to complete the transaction and for the payment to be applied to my account with them. The money is taken out of my bank account on the day that I submit payment, however, the payment is not applied to my Navient account for several days. This is done on purpose so that Navient can charge me (and thousands of other people) interest on the principal amount for a few extra days before the payment posts. In other words, Navient takes my money, holds it, and does not apply it to my account in order to make extra profit off of my interest rate.Desired Settlement: I would like for Navient to retroactively reimburse me for the interest that has accumulated on my account for prior payments.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on October 19, 2015. Please allow sufficient time for

postal delivery.

Review: Preface:

My loans with Sallie Mae were supposed to be in forebearance. For some reason, they were not, and I continued to get derogs on my credit report because of it. After speaking with them, and going through a law firm specializing in credit repair, Sallie Mae was supposed to fix the error.

Issue:

Sallie Mae private loans were then spun off into Navient, but apparently my problem was never fixed. I am finally in the position to resume payments, and logged in to see I am in default status. I called Navient to correct the issue. Through calling Navient, I am directly routed to a collection agency which will only accept full payment. I call again, trying to explain exactly what the issue is - my account was supposed to be in forebearance, not active; hence, my account status is incorrect. I am again forwarded to a collection agency. Navient refuses to talk to me at all regarding the incorrect status of my account or how to resolve it. Instead they simply forward me to a collection agency.Desired Settlement: Change status of my account to forebearance (or up-to-date now that I can resume payments), and remove and negative items on my credit reports. I shall resume monthly payments, and even enroll in automatic deductions if necessary.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on February 25, 2015. Please allow sufficient time for postal delivery.

Review: I am currently on FMLA with my place of employment. I called Navient to schedule a forbearance for the month of June. My payment is due the 17th of each month. Navient sent me two letters of acceptance of the forbearance, one of each loan, which I paid $50 for each loan, that amounted to $100 total. Navient has called me every day and sent me multiple emails telling me my account is going to collections and that I am late on my June payment and has started calling me in July to schedule my July payment, which is not even due until today. Upon speaking to multiple people on the phone and through email, the forbearance was not applied correctly to my account on four separate occasions, nor was my account removed from their collection accounts. They are harassing me, instead of reviewing my account and seeing 1. I paid for a forbearance for the month of June and 2. my payment is not late for the month of July. I am afraid they will turn this in to my Credit report, even though it is their continual error.Desired Settlement: I want them to stop contacting me and to correct the error in their system. I also want them to make sure they did not send anything in to my credit. I also think I should be refunded $100 back, since the whole point of me calling and paying was to keep my account from going to the collections, which it did anyways. They have incredibly poor customer service and this error is 100% theirs.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on July 29, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I have a student loan with Sallie Mae/Navient but have only been making small payments as I can not afford the minimum payment. I am now being harassed with phone calls, 5-10 calls a day every two to three days. I have explained on multiple occasion that I can not afford the minimum payment they have set but they are unwilling to lower the payment and state I am not eligible to have a lower payment. I have also told them to stop calling me and I will pay what I am able to each month, but I continue to get phone calls.I am trying to make what payments I can but I am currently living with my parents, living off state medical insurance and food stamps. I am trying to find a job but am only able to get temporary jobs every now and then.I also received a letter stating they would take away my degree away if I don't pay.Desired Settlement: I would just like to get the calls to stop and for them to realize they will get what I am able to pay each month; at this time is only $50 a month. I would also like to have them find a way to get the payments lowered.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on March 4, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: Pay off amount is incorrect after balance transfer to NAVIENT.

I have requested multiple times to get and explanation as to why my balance is higher than my original loan amount if I have been making payments since 2007!!! I do acknowledge that there was a period of time when I made interest only payments, but that shouldn't effect the principle of the loan amount. I requested payment history because something is very wrong, but all that was supplied was recent payments which I can just look for online. I need this investigated. I've been living like a college student after college to pay back these loans and this is unbelievable! I didn't keno where to turn after being given unacceptable answers.Desired Settlement: I want the whole payment history of my payments from the very first payment. I need to know where all my payments have gone. And I want this HUGE error corrected immediately!

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on April 29, 2015. Please allow sufficient time for postal

delivery.

Review: .I have tried to work with them on payment plans .But they refuse to help , and call; six or eight times in one day .Desired Settlement: The desired outcome would be ; for the customer service to help with payment plans ,and not calling up to 8 times in a day.

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on April 28, 2015. Please allow sufficient time for postal

delivery.

Review: My school loans with Navient were paid in full on March 17, 2015 and they have yet to report the 0 balance with them to the credit bureaus after phone call to the company. I was told by Navient that it would take 30 to 45 days for it to be completed, it is now well over the term they told me. Today's date is May 27, 2015!!! Also I waited on hold for over 30 minutes for a supervisor to come on the line to only be hung up by the company while I was on hold. I just want it removed it is hurting my credit report!!Desired Settlement: I want the debt removed from my credit report

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on May 28, 2015, and we are working with the customer directly to

resolve the issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: This company will not work with me on my billing isses regarding my student loans .I have tried since Dec. to try to work with them,butthey just won't work me .Then keep on calling me 3 or 4 times a day .Desired Settlement: For Sallie Mae to work with me , with my payments rega.rding the student loan

Business

Response:

Thank you for

your message. In the interest of protecting the privacy of our customers,

the Office of the Customer Advocate responded directly to the customer via US

Postal Service on July 17, 2015. Please allow sufficient time for postal delivery.

Review: Attempted to get an extension to the rate reduction program I was already enrolled in. Navient took all of my financial information regarding income and expenses and then asked my co-signers to call and share their financial information. My mother who is currently divorced and battling cancer gets alimony to pay for her bills and mortgage. She doesn't get any income besides alimony and is struggling herself to pay her medical bills. [redacted] the customer service supervisor took it upon himself to decide that she could pay for my portion of the student loan when she tried to explain and prove repeatedly that she couldn't. She has less than $100 left over each month which does not enable her to make the over $300 payment for the loan she is co-signed on. These programs are in place to help people like myself that want to make payments but are going through hard financial times. [redacted] decided that my mother was not telling the truth and made a judgment call that she was not being forthright with her information. His job is to help enforce the company’s practices and help those who qualify to be enrolled into these special programs. He was very rude and unhelpful throughout our conversation disagreeing with every fact that I presented to him. Why is this supervisor deciding who gets to be enrolled into these programs when there are exact requirements that decide whether a person qualifies or not. This individual should not be involved or have the ability to make any judgment calls to enroll people into programs that have defined requirements. Also, he should make sure he gets all financial information for the individuals before a decision is made. He made a mistake when calculating my mother's income and expenses and refused to admit or do anything to rectify the problem. I am current with my payments and have made the last 15 months of payments on time. His inability to properly do his job puts me in financial risk.Desired Settlement: I want an extension to the program I was already enrolled and qualified for. I would also like an apology and for [redacted] to step down as a supervisor. He is a unreasonable and stubborn person that has no place in a customer service environment. I have no doubts that there are prior complaints and will be subsequent complaints regarding Mr. Randle's "customer service". Navient has been willing to work with me in the past but [redacted] is making judgement calls he has no right to make or not properly collecting financial data to make such judgements. Either way he is giving Navient a reputation of being unreasonable and unhelpful to customers trying to pay back their student loans. Hopefully this letter prevents him from putting other people in undue financial hardships when they obviously qualify for special programs like the rate-reduction program.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on February 18, 2015. Please allow sufficient time for postal delivery.

Review: I made a payment of $15k on my outstanding student loans to Navient. According to my bank records, the check was cashed and cleared on Feb 12. Since then Navient has neither credited my account nor bothered to respond to customer service requests. Interest has continued to accrue on the outstanding loan amounts.

At this point, the $15k is missing and Navient won't do anything about it.Desired Settlement: Crediting my account, removing accrued interest charges

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on February 26, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I currently have a private loan with Navient and last September someone named [redacted] (ext 221) reached out to me about my student loans. She called to help me get into a program to help pay back my loans, because I recently reached out to lower my payments. She was very nice and helpful. We went through the whole processes of figuring out how much I could afford based on how much I made/spent a month. After figuring out that they could lower my payments down to just under $400 she helped set up automatic payments for me. She scheduled 3 payments to be taken out of my account over the next 3 months. After that she said it would skip a month and it would start up again in January. She also stated that I may still receive some letters in the mail but I would not receive any phone calls about late payments. Two days after [redacted] set me up, she called back to verify my account information. I thought I was all set.

After the second month in a row of receiving letters stating I was delinquent I called back to make sure everything was all set. They stated that I was fine and that it was normal to receive those letters for the first 3 months. After those 3 months went by and I was still receiving letters stating that I was delinquent and realized that my co-signer and my credit was affected I called again. This time I asked for [redacted]. Once I got in touch with her she tried to transfer me to another person for being an account that was delinquent for over 100 days. I asked her not to and told her my situation and how she was the one who helped me last time. After looking into my account for a few minutes she realized that when she indeed was the one that set me up and when she did something did not go through properly and I was never accepted into the program. That the money was being taken out of my account but was not being applied to my loans properly. This resulted in delinquent fees applied to my account and negative credit reports for me and my cosigner. After, she took some notes and explained to me that I have to go through the process again; she said she was going to transfer me to someone else. But before she transferred me, I asked what was going to be done with my credit. She said she would work with her manager and they would notify the credit bureau that of their mistake.

After [redacted] transferred me to the new representative and we went through the credit process again he told me that my monthly bill would be larger and that there was nothing he could do about it. After a few minute of him trying to explain to me why it was going to be more expensive he told me he would take off the all of the late charges but I would still have to play $10 more a month then I agreed upon last time. Finally I agreed because I was stuck and there was nothing I could do about it he finalized all the auto payments and told me I was all set. I asked again about the letters I would receive and the credit problems I had. He told me I would have to call back and speak with [redacted] about that and that I wouldn’t receive any more negative reports to my credit and that I may receive letters for the first 3 months.

So now it has been a month since I joined the new, new program and I am still receiving reports to my credit and my co-signers credit. I called again, and this time someone told me that I have to submit a written statement about what happened and that only then they can investigate what went on with my account and possibly fix the reports that were sent to on my credit rating. They told me they were not sure why [redacted] told me that would take care of it and that there was nothing they could do until I submit a written statement.Desired Settlement: I would like Navient to remove the false negative reports that were send to my co-signers and my credit reports.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on February 19, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I renewed an application in early December 2014 to have my Dep't of Education and FFEL school loan payments calculated considering my income on an Income Based Repayment (IBR) plan. Instead of accepting my two identical physical applications as well as one internet application and recalculating my monthly payment within a reasonable amount of time, I've received no correspondences from Navient explaining the delay, except one that apologizes for the delay stating they're overwhelmed with applications. I called 4 times. Twice I talked to someone who seemed to be guessing at the answers to my questions, giving me instructions that did not make sense (like telling me to resend my physical application to their address, which is the same address as Sallie Mae's - to which I replied, "You're at the same place!" And she changed her mind, saying that I did not have to send another application - but only after putting me on hold for 10 minutes). During two other phone calls, I talked to someone who seemed to know what he was talking about, but I still - in February 2015 - see no update of my IBR status. And no correspondences regarding the process. For comparison, I sent the exact same application and pay stub (for proof of income) to American Education Services who renewed my IBR status within 2-3 days. I also sent the exact same physical application and pay stub to Sallie Mae, who renewed my IBR status within a matter of days. Navient continues to make excuses for the unnecessary delay in renewing my IBR application, saying that I sent in improper documentation and that my file is incomplete because of this. They've also told me that I must pay my past due amount in order for them to proceed with my application for IBR renewal. -They took over my dep't of education and federal school loans in the summer of 2014 from Sallie Mae, and they appear to be managing them poorly - almost as if they're an overwhelmed company incapable of this task. The worst is that they keep sending me past due bills and nothing about my renewal application. My balance is accruing - over $800 now. I feel this is bordering on fraud is they're going to expect me to pay this before accepting my application.Desired Settlement: I'd like them to forgive the past due amount and approve the application finally - like my other two lenders were capable of doing within days.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on February 26, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Navient (former Sallie Mae)

They have the worst customer service I have even experience. I pay my daughter student loan every month on time but the balance keep increasing and no one can tell me why. If I hang-up and call back I get a different customer service person they tell me something totally different or they put you hold and you are on hold for 35 minutes until you are disconnected (I timed them).

I need help in finding why my balance keep increasing when it should be decreasing.Desired Settlement: Explanation of charges and a billing adjustment.

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on June 17, 2015, and we are working with the customer directly to

resolve the issue.

Review: Navient has charged me triple my monthly payments. I have called several times to resolve.

Basically I consolidated my loans. Started sending checks on time, only to get the checks returned stating no account exists. So now we have late fees.

I called to resolve.

Paid what what was due and the next months so I could setup autodraft from bank account. The person on the phone said it autodraft this months since I paid it in advance, but it did. Now I owe banking overdraft fees. So I called again, they told me I could not get this money back and hat I could not get overdraft fees reimbursed. Now I get a statement 3 days later that says I have late payments! And owe almost double my monthly charge for the next due date. All of the above has happened in the last 15 days and I have actually been on the phone with them more 5 times due this. And it is still not resolved. I am calling them tomorrow to try again, but something more need to be done about this company and their very poor billing practices.

I am very scared of what is going on behind the scenes with my interest charges and allocation as well. If they can't handle proper billing practices what does that mean for the interest and such.

The ultimate question is, is there another competive company that I can move my school loan debt to? Or is this a monopoly that no consumer can get out of?

I feel tricked, swindled and lied to.Desired Settlement: I want my over draft fee and my sept 2015 payment back. I also want the proper amount (no late charges) on my next months bill.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on September 11, 2015 and resolved

the issue with the customer.

Review: I logged into the website every month to pay our bill. The last time I logged in was on 10/02/2014 to pay the bill. Like for the past (2) two plus years the payment of zero was due and the next full payment was due sometime in 2018. I paid a small amount like always and got a confirmation before the due date of 10/03/2014. I tried to login this month on 11/01-04/2014 and the website was down for maintenance each time I tried access the site. Since the balance due is always (0) zero each month and not really due until 2018 we didn't worry to much about the 11/03/2014 due date. Especially since we have no notifications anything on the account changed recently. Today on 11/05/2014 my wife got an email stating we owed $2500+ dollars and we were over two months delinquent. This is the first known communication from them in 6+ months. I called and talked to them and the lady on the phone was not nice but helpful ... she indicated a change had be made on the 10/03/2014 and that now 900 dollars was due each month. She then said they send out an email. Since the full amount was not paid that was due in 11/2014 and that since we where past the 11/03/2014 due date and that now Dec 2014 was now due ... each with a $45 last fee. She indicated they sent an email but today was the first email in 6 months we have from them. We checked the account and we are setup for paper notifications. We have no US mail from them. We did work out something over the phone where they added 10/2014 payment to the end of the note, we paid 11/2014, and now 12/2014 is due and they removed the late fees but I find this completely unfair practice of how they can change without proper notification and the lady on the phone didn't not offer any additional means of correction other than this was our fault and we should take responsibility that our credit report would still be impacted and it would noted on our record with the company that we are delinquent payers. Until today we had not been late in a payment for over (5) five years.Desired Settlement: I would like our credit report fixed to show that we in fact we have not missed a payment in 10-11-12 of 2014.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on November 13, 2014. Please allow sufficient time for postal delivery.