Navient

Review: I sent a full payment to Navient for my school loan to the address provided by their website, after doing a general search for a billing address. Apparently, this address is not the correct address and the information is incorrect. I was attempting to get a paper bill sent to my home but this company does not offer this as an option. I paid in full - a VERY large amount of money. The company cashed my check and now is saying the address was incorrect and they are issuing me a refund. However, they are saying it takes 30 days but then 6 weeks to get a check to me, which is conflicting info. They have my bank account information but so far as refusing to issue the refund to my account. The issue was caused by their website and they are refusing to remedy the situation. I understand if the payment was sent to the wrong place, but what I can't understand is why they cashed the check in the first place and deposited it to an incorrect account instead of getting in touch with me to cancel the check. This seems to me like an unethical practice. I had read this company is a scam and when my loan was transferred to them without my consent, I was very worried. I apparently was correct to worry. My last email today went unanswered.Desired Settlement: All I want is for my money to be placed in the correct account without having to wait 6 weeks and incur additional fees and interest on my loan, and without receiving a check. The company has my account information so I don't see a reason why they cannot refund the money to my bank account and allow me to apply it to the correct account, if they will not do this for me (which they are refusing to do).

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on June 3, 2015, and we are working with the customer directly to

resolve the issue.

Review: Due to financial disaster, we took over a student loan for our daughter and received a reduced rate of 1% which then was jumped to 4.25% without any notice. I called today to find out about reducing it and was told we did not qualify but if we set up our account with auto pay we could get a .25% reduction. This was told to me by employee #[redacted] in rate reduction. He forwarded me to employee number [redacted] who told me that we did not qualify so I asked to speak to a supervisor and was put in touch with employee [redacted] who kept repeating the same information that I had been misinformed, although per their taped conversation I had agreed to the reduced rate verbally. I was told by employee [redacted] that I was not entitled and she was only correcting the misinformation that I agreed to. I find this kind of treatment deplorable. they are all looking at the same information so why would one person offer something, then transfer me to finalize it and it disappears.Desired Settlement: I feel that they offered a promotion which I accepted and we should get the reduced rate of 4%.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on July 15, 2015 and resolved the

issue with the customer.

Review: This company purchased my loans from Sallie Mae. I had negotiated repayment at $400 a month and without warning, Navient withdrew over $1200 from my personal bank account. There was no letter sent for warning that's payment would be tripled causing me extreme financial hardship.Desired Settlement: I would like to have the next 2 months payments deferred without additional interest to allow my finances to balance out and no further payments automatically withdrawn that is above the agreed upon amount.

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 August 4, 2015. Please allow sufficient time for postal delivery.

Review: 9/1/2015

To: Better Business

I want to file a plaint against Salliemea because I have consolidated my loans and now they are saying that I have another loan in the amount of 22,514.17, and if this is my loan I have not received any form of repayment bill or letter and now that have sent me to a collection. I graduate in 2007 and I was paying them $800 a month until I refinance with another company (FedLoan Servicing) in 2014. I also consolidated with Salliemae in 2008. Untill now I have not heard anything from salliemae about another loan until I they sent me to collections with FAMS (financial asset management systems inc), If this is my loan I never received a billing statement , once again I had been paying salliemea since 2007 untill I refinance. I refinance because the more I paid the more the balance would say the same. So I have requested all paperwork from Sallieme and FAMS to prove that this is my loan and were all my money have been going. Also the account that FAMS has is not my account number with SallieMae or anyone else.

Thank you ,

[redacted]Desired Settlement: To prove this is my 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 September 10, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: I CONTACTED NAVIENT NUMEROUS TIMES FOLLOWING MY IBR APPLICATION ON 1/29/15 IT STARTED ON 02/28/2015 TO DISCUSS LOWERING MY PAYMENTS AND NEVER RECEIVED A RESPONSE. I RECEIVED NO REPLY UNTIL I FOLLOWED UP ON 03/23/15. I WAS TOLD THAT THE IBR PLAN WAS APPROVED 7/2/15 WITH PAYMENTS IN THE AMOUNT OF $1,033.00. I CONTACTED NAVIENT NUMEROUS TIMES TO DISCUSS LOWERING MY PAYMENTS AND NEVER RECEIVED A RESPONSE. I SENT AN EMAIL ON 4/19/15, 4/30/15 AND MADE MULTIPLE PHONE CALLS TO THE ORGANIZATION WHICH WENT UNANSWERED. I DID A CONSOLIDATION 5/15/15 WHICH WASN'T APPROVED UNTIL 6/19/15. I CALLED AGAIN IN AUGUST 2015 AND ASKED HOW TO MAKE PAYMENTS MORE AFFORDABLE. I REQUESTED CONTACT INFORMATION FOR THE OMBUDSMAN AND THE PROCESS FOR FILING A COMPLAINT WHICH WERE NEVER RECEIVED. I SPOKE TO THE SUPERVISOR [redacted] WHO DID NOT PROVIDE THE REQUESTED INFORMATION AND FURTHER ADVISED THAT MY IBR WAS INCORRECTLY PROCESSED AS THEY ADDED AN ADDITIONAL $30,000 TO MY INCOME ACCIDENTALLY. THE PAYMENTS WOULD GO FROM $1033 TO $682.89 WHICH IS STILL TOO HIGH. I'VE ASKED FOR WAYS TO LOWER THE INTEREST AND WAS TOLD THERE IS NO WAY TO DO SO. I NEED TO KNOW WHAT CAN BE DONE TO MAKE REPAYMENT MORE AFFORDABLE AND NOT IMPOSED AS PUNISHMENT. THIS INFLICTS UNDUE HARDSHIP AS I HAVE CHILDREN AND OTHER RESPONSIBILITIES. I AM ATTEMPTING TO RESOLVE THIS IS AN AMICABLE MANNER, BUT HAVE GOTTEN NO SUPPORT OR ASSISTANCE. PLEASE ADVISE WHAT CAN BE DONE.Desired Settlement: I WOULD LIKE NAVIENT TO OFFER MORE OPTIONS TO BORROWERS LIKE MYSELF WITHOUT PLACING THEM IN UNDUE FINANCIAL HARDSHIP AND STILL EXPECTING PAYMENT. I WOULD LIKE TO KNOW WHAT OTHER OPTIONS ARE AVAILABLE TO HAVE MORE AFFORDABLE PAYMENTS TO INCLUDE LOWERING INTEREST RATES, CONSIDERING MANDATORY HOUSEHOLD EXPENSES, AND ABILITY TO REPAY.

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 September 9, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

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.

12/30/14- attempted to call three times. First two times, received Verizon error messages saying the phone number had changed. Checked website and same number was listed as was dialing, called the third time and it worked. I went through the automated system to discover a 16-20 minute wait and followd prompts to be called back. When called back there was still a 6 minute wait on hold reported by the automation. Spoke to employee [redacted] regarding poor experiences with Navient since September. Was informed by employee that Supervisor had provided incorrect information at last phone call and that a previous employee had put a hold on my account which was also incorrect and that he had to remove this hold. Employee informed me that the letter (that supervisor had previously told me was acceptable for proof of income) was not an acceptable form of proof of income and that the date was not changed in the system resulting in a past due amount on my account. This employee confirmed receipt of the letter sent and informed me that it was not sufficient as proof of income unless I was not currently receiving an income. He also confirmed that no adjustments had been made to my account and that he was unable to put an administrative hold on my account as another employee had done in the past despite the many instances of incorrect information. This employee reported that the only way to make a complaint was to speak to a supervisor however the complaint would involve a supervisor so it needed to be put in writing and sent to Navient. He reported that the calls are recorded as well and that he was unable to provide me with names/ID numbers of the people I had spoken to previously to complain about them providing incorrect information. I inquired about the many issues occurring since my Sallie Mae loans had non-voluntarily been changed to Navient and discussed how to change my loans to another lender since Navient was not providing an acceptable service to me. He informed me that this process would take 60-90 days through the Department of Education. I then worked with this employee to put a 4-month forbearance on my account in order to provide me with enough time to make this change. I was informed that this forbearance would erase any past due amounts on my account and that their would not be any penalties. The next payment due is set to be on May 21, 2015. I informed this employee that I would be contacting a lawyer, my accountant, The Revdex.com, and The Department of Education surrounding my dissatisfaction in working with Navient.

12/29/14 (Sunday)- I checked my statement on the website to find that I now owed a payment of over $1,600 was due with the past due amount of around $818 meaning that no adjustments had taken place on my account as the supervisor had stated would take place. As today is a weekend day, I was unable to contact Navient until the following day.

12/28/14 (Saturday)- I received another letter in the mail stating that my income based repayment application was missing the necessary proof of income.

12/15/14- Received a letter stating that the information provided for proof of income was missing from application for income based repayment. Meanwhile, my payment is due on 12/21/14(less than a week away with an upcoming holiday). I then called Navient, which prompted me with a 1-2 minute wait. I followed prompts to wait on the line and the automation then reported a 6-8 minute wait. I then spoke to an employee, who reported that the information provided by previous call taker was incorrect. I requested to speak to a supervisor. I was on hold excessively during this attempt to contact both with the caller and to transition to speak to a supervisor. The supervisor reported that she was sorry for the misinformation and that they would need my pay-stubs. I explained that I am ending my employment with my current employer on12/31/14 and that the individual who I would get my paystubs from was on vacation until the new year and I would no longer be a employee when she returns. I reported that I would be starting a new job on 1/2/15. The supervisor reported that I could write a letter to Navient stating my current income and that this would be sufficient for proof of income for the income based repayment and that if it was received prior to 12/28/14, the loan payment would be adjusted accordingly based on my income. With ending this phone call, I immediately wrote the letter and both faxed and mailed the letter to Navient on 12/16/14.

11/3/14- Spoke to an employee about non-receipt of requested applications and expressed frustration. Employee placed a hold on account so that no payment would be due and re-sent the paperwork. He reported that he would send this twice in order to ensure it was delivered. Employee discussed application process with me and reported that I would just have to fill the paperwork out and return it. He reported that no proof of income was needed, as it would populate automatically with information provided via my last tax return. I received both sent applications and filled them out and returned them to Navient the same day as receiving them.

10/20/14- I spoke to an employee regarding not receiving paperwork and re-requested application to be mailed to my home. I then verified my home address with the employee and was assured it would be mailed out(application was never received)

9/17/14- I spoke to an employee about repayment options and requested income based repayment application to be sent by mail to my home. (this paperwork was never received)

2011-2014 (Prior to Navient) I had ZERO issues with Sallie Mae managing my loans, with being provided with correct information, or with receiving requested documents.

I made a payment yesterday and it processed out of my bank account today as planned but it's not processed out of my loan balance on their website yet... I was paying off a loan in full and now there is like 30 more cents on the loan so when it processes it won't be gone. If a business is going to take money out of our bank accounts they better be able to take it off of our balance on their website at the same time... It accrued interest while sitting on balance. I've tried reaching customer support about this numerous times and for other things but they have not responded to me once. Disgrace.

Review: I have scheduled automatic withdrawals for my student loans bi-monthly. 117.34 at the beginning of the month, 117.34 scheduled for middle of the month through Navient. Its been this way for almost a year. In early December I saw the normal withdrawal of 117.34 with an additional withdrawal a couple days later for $230. I learned this too late as I was declined buying groceries. By the time I had the chance to call Navient to investigate, they had already made attempts to collect on the mid month amount of $117 TWICE!!(naturally I was hit with insufficient funds fees totaling $70), they claimed that they would submit my complaint for a credit to my account and I was assured that I would not be billed again for the rest of the month. When I received a direct deposit check on 12/20 I allocated a certain amount for christmas gifts figuring I wasn't going to be hit with another attempt of $117. On 12/23 they withdrew $117 and cleared a lot of my christmas money for gifts. Any other month that wouldn't matter. But we had the biggest family reunion in years and I really wanted to let some people in my family know that I was thinking of them even though I hadn't seen them in years. Navient took from me an absolute intangible of being able to see the smile on someone's face when they receive something unexpected. Its unethical to be able to just make multiple attempts at peoples bank accounts without regard for late fees or ability to pay. When permission is given to do an automatic withdrawal for a specific date for a specific amount it should be limited to exactly the amount and date specified.

P.S. 4 years ago I was making $80K-100K a year. I was making a lot of money and was aggressive in paying my student loans. 2 years ago I was layed off and took a significant pay cut. went from 100K a year to 10K a year. last year I made a little bit more but not much. Along the way I had my payments rescheduled from once a month to bi monthly and also requested a reduction in my monthly payments which was still high relative to my DTI (debt to income ratio). One specific loan was payed ahead aggressively enough that monthly payments were not necessary until now as they kicked in for the month of December (and mind you this was without notice). The initial customer service representative whom I spoke with on 12/17 told me that the aggressively paid loan was the reason for the balloon payment in early December. When I called 12/26 no one found any record of why there was any reason for the balloon increase. I am absolutely confused as to how no one can give me a consistent answer as to why the payment jumped a full 100% without warning.Desired Settlement: for there to be a regulation put in place where companies are limited to withdraw EXACTLY the specified date and amount agreed upon. They shouldn't be allowed to just continue to make multiple attempts to collect a debt (w/autopayment privileges) like a vulture returns to a corpse for the hopes of more food.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on January 6, 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: 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: 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: 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: NAVIENT WAS SALLIE MAE AND THAT IS WHO MY HUSBAND PAID OFF FOR MY STUDENT LOANS. WHEN MY HUSBAND PAID OFF ALMOST 4,000, HE MADE SURE TO ASK THEM IF THAT WAS THE PAYOFF AMOUNT BECAUSE THAT IS EXACTLY WHAT HE WANTED TO DO....PAY IT OFF. SO HE WAS GIVEN THE AMOUNT AND HE PAID IT OFF. THEN I STARTED RECEIVING PHONE CALLS AND LETTERS FROM NAVIENT SAYING THAT I STILL OWE THE AMOUNT. AFTER MONTHS AND MONTHS OF FINALLY GETTING THAT STRAIGHTENED OUT, THEY ARE TELLING ME I STILL OWE THEM MONEY.Desired Settlement: I WOULD LIKE THEM TO SHOW PAID OFF SINCE THAT IS EXACTLY WHAT MY HUSBAND ASKED FOR AND SINCE HE WAS GIVEN THE WRONG AMOUNT, THEY SHOULD EAT THE DIFFERENCE AND I SHOULD NOT HAVE TO PAY SINCE IT WAS CLEARLY THEIR MISTAKE. THIS MESSAGE SHOULD HAVE BEEN RECORDED AND SHOULD BE ON FILE FOR THEM TO LISTEN TO. I WOULD ALSO LIKE THIS TAKEN OFF MY CREDIT REPORT. SINCE THEY MESSED UP, IT IS STILL SHOWING ON MY CREDIT REPORT.

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on September 16, 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: I called in to have my auto payments and auto debit canceled for 2 months. After reviewing my bank statement I realized those payments were never canceled on Navient's end which caused my bank account to be over drawn several times incurring additional overdraft fees. Navient now does not want to refund me for my payments to them since they have already been processed; even though I requested to have those payments canceled before they went through. I have emailed a supervisor ([redacted]) at Navient my bank statements and she has also listened to the recording and still does not want to arrange for a refund.Desired Settlement: Navient needs to refund me the payments I requested to be canceled and also for the additional overdraft fees I received from my bank because Navient processed those 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 November 5, 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: A collector from this company called my workplace at 8:00 a.m. today. Please tell them NOT TO CALL MY WORKPLACE...EVER.

This is transcript from the message:

This is chris from calling I was just to locate a vanessa lewis group provide me with location for matias for vanessa lewis please contact me directly area code [redacted] thank you."Desired Settlement: No calls at work.

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 30, 2014. Please allow sufficient time for postal delivery.

Consumer

Response:

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.

Review: I am currently paying off my student loans through a payment program. Every month the 300 dollars is pulled directly from my account. I have been sent a delinquent notice although the payment was taken out on 12/14/14. I have received numerous automated phone calls but I have been unable to get someone on the phone. I emailed the company, and received an email stating my payment had been processed but my account is still listed as delinquent. There is no option to send an additional email back and it is the only way I have been able to contact someone. I would like this resolved as soon as possible.Desired Settlement: I would like my accounts to show they are fully paid.

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 January 13, 2015. Please allow sufficient time for postal delivery.

Review: I originally contacted Navient about charges appearing as late on my account in addition to 5 " unknown transactions" that ranged from 1 to 11 cents being added and taken away from my account with no explanation. My loans had been consolidated and these charges appeared the day my new consolidated loans arrived. There are two "late charges " that appeared on my new consolidated loans, which is fraudulent because not only were my loans in deferment and not in repayment, but I paid the full amount of my payment on time anyway. 106.00 dollars in "late charges" is the total amount I have been overcharged. Navient responded that there were no late fees and they did not know what transactions I was referring to, so I sent them a copy of my transactions straight from their website. None of my questions were answered but I was told they would look into it. Navient also said there should not be late fees on my account but my transaction page showed all of this. I received an email back saying that I should allow 24-48 business hours for a solution. This was received on 12/26/14, and I received another email on 12/30/14 that they were working with the consolidation team and they are still reviewing the account. Yesterday the 6 of January I emailed again, as there has been no explanation and I'm concerned this has been reported to my credit when I am not at fault , it is still unresolved and these "late fees" are collecting interest and the simple solution of taking the fees off my account has not been offered. The response to this was not a solution, but rather an explanation that makes no sense. My loans were from the DOE and they specifically say there are no fees associated with consolidation, yet now Navient claims the fees have something to do with consolidating, but they do not know why they are listed under late fees. Still no explanation for the 5 unknown transactions. I will be contacting a lawyer as well, and expect to be compensated for both the time trouble and fraudulent practice as well as the inability to handle my complaint in a timely fashion.Desired Settlement: 106.00 + all interest accrued based on the not late "late fees" taken off my account and the other charges explained and dismissed.

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 January 9, 2015. Please allow sufficient time for postal delivery.

Review: - April 2013, I sent a check ($7,014 [redacted]) to Sallie Mae to pay my student loans. Sallie Mae cchsed out my check in May 2013, however they didn't change my balance since Sallie Mae couldn't find my account number even if I wrote my school on the check.

- Jun 2013, I checked my balance and contacted Sallie Mae and Sallie Mae told me they'll send Sallie Mae check to me. However, I couldn't receive the Sallie Mae check since Sallie Mae sent the check to wrong address (LA, CA) and somebody chashed out the Sallie Mae check in Jul 2013. At that time, I have stayed in Washington D.C. to attend Georgetown Graduate School.

- Since then Sallie Mae talked me they were checking the status of the check until Sep 14 and finally, they resulted in they couldn't pay me.

Bottom line is that I send my check to Sallie Mae and they cashed out my check in properly and I didin't receive the Sallie Mae's check at all.Desired Settlement: Still I couldn't refund my check from the Sallie Mae of Education Loan Service. I'd like to make my education loan balance correctly.

Thank you in advance.

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 January 22, 2015. Please allow sufficient time for postal delivery.

Review: On September 10, 2014 two separate payments were sent electronically to my accounts with navient. A week later I noticed only one of my payments had been applied to my accounts with them. I gave it another week then contacted them. They insisted they had only received on oayment and that I needed to send a copy of my monthly statement to prove it. I faxed a copy of my statement showing the two payments withdrawn from my account in October. After not hearing anything after two weeks, I called to confirm the fax had been received. The navient employee told me that they had a letter they were preparing to send me to let me know that I needed to send them some kind of proof of specific electronic payment. I contacted PNC to find out how to get this information. They three-way called navient and myself to figure out what specifically was needed. After the conversation, it was determined that PNC needed to sent a particular proof of payment. They did so. After a month of not hearing anything (now in December), I contacted navient again. I was transferred multiple times before being told by a manager that the electronic payment proof was for the wrong payment of $500. I contacted PNC again and asked them to send proof of both payments to ensure this doesn't happen again. They did so the week before Christmas. It is now January 17, and my account is still not showing the money credited to my account.Desired Settlement: Correct my account so that my loan demonstrates that I have in fact payed the loan off. This needs to be done quickly so my tax form correctly reflects the interest I have paid on my loans for the year. The payment needs to be dated on September 10, 2014 since that is when both payments should have been reflected on my account. I want my refund for my overpayment to be correct, as interest has been accruing that should never hAve been applied. I want my refund to arrive by march 15.

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 January 28, 2015. Please allow sufficient time for postal delivery.

Consumer

Response: