Navient

Review: Neither the phone system nor the website has allowed me to make payments, nor have I received a bill in months. I thought the lack of bills was because I signed up for automatic payments. Well, their payment system hasn't been withdrawing any money from my account, and I am unable to access their system via phone or the web, hence my problem. The website doesn't recognize my credentials, and when I fill out the "forgot password" site, the site seems to accept the information, but never sends a temporary password or a link allowing me to change my password. Also, when I call in, I'm subjected to several minutes of preliminary talk, and when I am finally asked for my account information, the system says that it is transferring my call...which it never does. Ever. Regardless of the time or day of the call, I never am able to connect to a person, which is important because they do not have an automated phone payment system. I just want to be able to pay, and I cannot because of these reasons. They also seem not to provide an email address so I can contact someone to let them know what the problem is. This problem will likely result in me being penalized through the credit bureaus, but I cannot control the fact that their systems will not allow me to pay.Desired Settlement: I want access to the payment system, and I want assurance that the delays in payment will not be held against me because this has not been my fault. I want a copy of this letter sent to me, and I want it sent to all of the credit bureaus if there has been any negative reporting against me. I don't want credit; I don't want my bill reduced. I only want to be able to pay, and acknowledgement that this will not be held against me.

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

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 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: 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 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: 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: Navient, formerly known as Sallie Mae is the student loan provider for my daughter. I originally cosigned for my daughter over 15 years ago.This past winter during the holiday season my daughter had some health related issues and severe financial difficulty. During this time she got behind on her student loans. Though I am a cosigner, I was not aware of this situation because about a year and a half ago, I relocated to Florida and when the demand letters were sent to me, I did not receive them as mail forwarding had long since expired.Eventually at the end of January 2015 Naivient found me. They alerted me that the account was behind at which time I worked out payment arrangements to bring the account current. My daughter and I also setup automatic deductions each month in order to ensure that the account would never again fall behind.In reviewing my credit report at the end of February, I found that my credit rating dropped almost 80 points because Navient reported the loans (3) late in January as well as February. This was a big blow. When we made the agreements with Navient they assured me this would bring the account current (beginning in February). What the collection associate neglected to tell me was that the date that we picked for the automatic payments was after their "cut off" date and thus the account went late again and we were then reported to the credit bureaus.I have tried to work with this group but they could care less. It really hurt to see my excellent credit standing be hit in January, but to have them hit me again in February well after we made arrangements and made payments seems like a deceptive business practices. I would love to be able to get them to remove January and February as I was not notified (funny they found me by phone at the end of January, after I was reported to a credit bureau), but the February hit is just wrong.I am hoping someone can help or guide me to see if there is anyway that I can restore my good credit.Desired Settlement: I am 65 years old and recently retired, living on a fixed income. I have no idea how long, if at all it will take me to restore my credit so I can be eligible for a loan, a mortgage refi and so on.I would like the derogatory items from Navient removed for my credit and would like my credit rating restore.

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 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: 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: 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: 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: I am a Physician Assistant who recently graduated in December 2014. While in graduate school, I took out 7 separate federal loans to cover tuition and living expenses. These loans are currently being serviced by Navient, Deparment of Education Loan Servicing. In April and May 2015 I spoke with several Navient representatives about my loan repayment options, which were to begin July 4, 2015. I settled on the Pay As You Earn repayment plan which is based off income status, family size, etc. It is required to reapply for this loan on a yearly basis, at which time I received the following contract from Navient on May 26, 2015:

"We're pleased to service your student loan(s) on behalf of the Department of Education. Your request for the Pay As You Earn Repayment plan on your Direct Loan program (DL) student loan(s) listed below has been approved.

Your monthly payments will be 220.82, beginning on 07/04/15 and ending on 06/04/16."

At the bottom of the letter was reference to ALL 7 student loans I had being serviced by Navient, which are the only loans I have.

I calculated my budget for payments of 220.82 until June 4, 2016 which is when I was to send a reapplication. My first payment was listed as this amount and due on July 4, 2015, which I paid early. On July 5th, 2015, I received a statement for my payment due next month of 379.16, a discrepancy of 158.34 per month. I was at a loss as to why my payments, which were to by 220.82/month THROUGH June 4, 2016, could all of a sudden by changed at the drop of a hat by Navient.

On the first call with Navient on July 6, 2015, I explained the above situation. I spoke with a woman named [redacted], reference number [redacted], regarding this discrepancy. She informed me an investigation would be sent out.

On July 7, 2015 I was sent a new contract from Navient dated July 6, 2015 not with an explanation, but stating:

"We're pleased to service your student loan(s) on behalf of the Department of Education. Your request for an

Income-Based Repayment (IBR) plan on your Federal Family Education Loan Program (FFELP) and/or Direct

Loan program (DL) student loan(s) listed below has been approved.

Your monthly payments will be $379.16, beginning on 08/04/15 and ending on 06/04/16."

A) The Income-Based Repayment (IBR) is not the payment I signed up for. I signed up for Pay As You Earn (PAYE) repayment plan.

B) They did not address my issue, they only changed the payment amount. No explanation of why the payment is now 158.34 per month greater than the original contract that was sent.

I called Navient again today, July 14, 2015. Explained the above situation up to current date. Spoke with several representatives, and a representative that told me he was a supervisor, [redacted], (which later I confirmed was not a supervisor when I spoke to a different supervisor), I was told there was nothing that can be done and that my estimation of loan repayment according to the Pay As You Earn plan is 379.16. They ignored their initial statement they had sent to me, saying there was no way to honor the original agreement. I again repeated the issues with clarity in the original document and how:

A) The original document states my monthly payments from July 4, 2015 THROUGH June 4, 2016 as being one amount (220.82).

B) The same document lists EACH ONE of my loans and states that this payment (220.82) includes ALL these loans.

C) The same document does NOT warn or give any slight indication that the loan repayment listed for the year could change at any time.

D) The same document DOES state they will let me know when my repayment plan is up for renewal at the END of my repayment cycle (June 4, 2016).

E) How this information presented to the customer is misleading and gives NO indication that there is a possibility for change, which there should NOT be as it is renewed on a yearly basis and should not be renewed on a random whim by Navient.

I was given a response how there was nothing they could do. They stated that on there end that when they recalculate my loans at this time, with no change in income, the number states 379.16. They then told me I could change my family size from 1 to 2 to include myself and my fiance, who lives in the same household, in order to decrease my payments to approximately 327/month. This is 117 more than originally stated to me, but 52 less than the amount they are refusing to budge from. If I were to pay 379.16 per month, this would equate to a loss of 1741.74 over the course of the next 11 payments compared with the original payment amount.Desired Settlement: The desired outcome is for Navient to honor their original contract sent to me for a bill of 220.82 per month from now until June 4, 2016 as originally agreed upon. Additionally, it would be beneficial for ALL future customers of Navient to have FULL clarification on these documents and for Navient to only send a letter of contract for specified payment period (ie: July 4, 2015 to June 4, 2016) ONLY if they have all information and will not forgo payment amounts as they please.

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 23, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I have 5 student loans through Navient. I have loans that very with the interest rate from 5.75% to 10.75%. I have been making payments every two weeks since June 5th, when the first payment was due. I'm trying to pay down these loans by making payments every two week.The issue is this: I set up my payments through bill payer with my credit union, and they send Navient 5 payments, just as I set up these payments, to ensure the proper amount I have designated is applied to the correct loan. Navient doesn't apply the payments as I have allocated. They consistently apply money designated for the higher % loan on the lower % loan. I've called many times to bill payer, as well as Navient, and Navient just can't get it right. As I'm waiting for something they called a system issue to be fixed right now, I also have to contact you again now to fix the mistake again as Navient has misapplied my payments yet again. This is absolutely unacceptable. I'm a college grad trying to pay off my loans, and you simply are making it as difficult as you can for me. I have to watch every payment, and every payment adjustment, and I simply don't trust your calculations. I can't keep track of these loans when they are misapplied. And to try and go back after the payment adjustment and reconcile, makes no sense either. They apply payments in ranges from $1.00 on up. They don't apply for example $300, they apply small amounts instead, such as $1.36. I am expected to add up my payments to ensure they are accurate. I am willing to pay back the money I owe on these loans, but Navient needs to allow me to pay extra on the loans I so choose.Desired Settlement: I want all 5 of my loan accounts reconciled. I want every misapplied payment I've made since June 5th to be allocated correctly. I want credit for all interest I've paid on the higher interest loan to be adjusted correctly.I want someone to handle these payments each month, and apply payments correctly. I don't want to waste my time each month calling in, or asking my mom to call in to get this corrected.I want Navient to get it right the first time.

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

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

resolve the issue.

Consumer

Response:

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: This is regarding two account with Navient, Acct # [redacted]. Navient has been reporting me to all three credit bureaus that I have been paying a partial payment and that this account is charged off. They have been reporting this for the last 3 years every month. This information is incorrect. I have been paying the full agreed upon amount and they are running my credit. Further they will not speak to me regarding the account so nothing can get resolved. Navient needs to refrain from reporting these accounts to the credit bureaus and needs to fix the reporting on the last 3 years. I would be happy to work with Navient to pay these bills and have the money to do so however they have not worked with me. If Navient would like to call me regarding the account I would be happy to discuss it with them.Desired Settlement: Credit report for the last 3 years needs to be fixed to show this account has been paid as agreed and is not in charge off status.

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 9, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: I have asked Navient to stop calling us. We are not delinquent and have made all payments on time. Navient feels the need to call both my wife and I twice a day every day to tell us nothing more then the same information they keep telling us about their online services. We have asked Navient several time to stop calling us and have warned them twice that if they didn't stop calling we would report them to the Revdex.com. Today they called me at 6:30pm to ask if I was [redacted] I said yes, then they hung up the phone and immediately proceeded to call my wife and ask for me. I told them it was enough and stop calling, I will be contacting the Revdex.com.

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 11, 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 am a cosigner on student loan previously making payments to Sallie Mae. I was informed that the loan was know being processed by Navient and they provided an updated mailing address for payment. I have mailed them a payment and it's not showing up under the account, and the account is showing past due. I called them on or about February 10th 2015 and talked with one of their off shore agents who confirmed the mailing address for payment and advised me to just give it a few more days to process. On February 18th 2015 I sent them an email [647720] requesting information as to why the account hasn't been properly credited. I received a bounce back message stating that I would have a reply in 3 to 5 business days. After not receiving communication from Navient on February 24th 2015 I sent another email [redacted] requesting information on the situation. I did receive 5 replies from Navient Customer Service stating I had a new loan document available online. When I log into my account the only message in there is stating that my account is past due.

I am very concerned they are going to report this late payment to the credit bureaus and have a negative effect on my credit due to their incompetence.

I use a bill pay service at my bank and it shows $350.00 has cleared and posted on 2/4/15 with a reference number of [redacted]Desired Settlement: I would like an email stating that my account has been properly credited with the $350.00 02-04-15 payment. And a guarantee they will not be reporting this as past due to the credit bureaus.

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 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: I settled a loan with Sallie mae . I was to make 40 payments of 140dollars and zero cents , per month ...my payment confirmation comes from navient and I am being charged interest I have many people telling me I am not supposed to be charged interest on a settlement . Navient also informed me that they have not received the ninth Payment of ten which I have proof of .I'm not satisfied with the answers or lack there of from either company,Desired Settlement: I sent proof of all 10 payments which I made . Totaling 1,400. To date why interest was taken out if I agreed to 40 payments of 140.00 is beyond me

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on August 18, 2015 and resolved

the issue with the customer.

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 started receiving calls from this company on 7/6/15. The message I received said they are looking for a [redacted]. I do not know this person so I called them back and let them know they had the wrong number for him. I have since received 45 phone calls and messages. I have called them 4 times letting them know I am not who they are looking for. I am tired of receiving calls from them. When I call them they ask for my information like name address etc. I give them my name but I am not going to give them all my information. I do not have loans or anything else through them. Before the harassing phone calls I didn't know they even where a business. I want the phone calls to stop. Today alone I received 3 from them.Desired Settlement: I just want the calls to stop. I have tried to get them to stop on my own and failed.

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 1, 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 called into Navient on 11/19/2014 to request a payment delay. I explained that due to some unexpected expenses, I had to push my originally scheduled monthly payment from 11/25 to 11/29. I get paid on a bi weekly basis and wanted to ensure I would have the money in my account as to not overdraft. There was no issue after our conversation and they told me I was able to delay the payment without any penalties. The next day, 11/20, I reviewed my bank account and saw that they had processed my payment on 11/19 and it caused me to overdraft. I quickly called to get the issue resolved and Navient was able to remove the payment. After speaking with Navient, I went to my bank to confirm that the payment was taken off and there were no overdraft fees charged. The bank explained that Navient still had a hold on my account and they[bank] were not able to release the hold without Navient's authorization(a fax to the fulfillment department). So, I called Navient back to request the fax, but no one there was able to assist with this request stating that "that is not part of our process". After multiple attempts to be transferred to a superior/manager, no one would transfer my call to someone who could send a fax to my bank. Their best course of action was to put in a request for someone to submit the fax, but they emphasized that most likely it wouldn't go through. I explained my situation again stating that because of a mistake on their end, my bank account was in the negative and I couldn't access any of my money. The Navient employee explained that I'd have to wait until 11/25 for the hold to be removed from my bank account. I called again today 11/21, to see if my request was accepted and if someone would be faxing my bank. Again, I got the same response and was also told that the person who could send the fax was not in the office. I tried requesting to speak to a superior/manager who could get me in contact with someone else who could send a fax to my bank but was told no one there could assist me. So, I still have a bank account in the negative and cannot access any of my money.Desired Settlement: I would like Navient to send a fax to my bank so there is no longer a hold on my account. The fax needs to be on a company letterhead stating that Navient authorizes my bank to release the hold. Other information needed on the fax is my full debit card number, my full name, the full amount that was taken. Also, I'm requesting a credit for the days in which I had no access to my bank account.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on November 21, 2014, and we are working with the customer directly to resolve the issue.