Navient

Review: I called Navient on September 1, 2015 to make a principle only payment to my student loans. When searching further, it was noted that the principle only payment was applied to both loans, interest was taken out and it was applied to future payments (none of which should have happened). It is not stated or specified anywhere on the website, nor was it explained by the lady whom took my payment over the phone that you cannot make a principle only payment to my student loans. I spoke with a "senior supervisor" today who basically stated that I have no say over how I allocate my payments to go. This "senior supervisor" did finally adjust it to go towards the one payment that I requested, however stated that in the future it is "impossible" to make a principle only payment to MY loans.Desired Settlement: Further explanation on the website, stating that one simply cannot make a principle only payment and that one cannot allocate where one wants the principle only payment to be applied. More training for all staff taking payments from borrowers to be able to explain this in a way that all persons can understand.

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 8, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: Company refused to accept payment that I was able to afford. Navient has locked me out of my account online. I was told to go to Sallie Mae and Sallie Mae told me to go to Naviwnt. When I contacted Navient the worker wanted me to give them my bank account information by phone. I wanted to go online and make a payment. Navinet did not help me to go to my account online. Afterward Navient continue to contact me however Navient will not help me when contactedDesired Settlement: Get back online to go into my account to make payment and stop calling if the phone operator will not help me.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on February 23, 2015 and resolved the issue with the customer.

Review: On October 20, 2014, I made a large payment towards my four loans. The payment was for the purpose of paying off 2 loans in full, and making the regular monthly payment on 2 loans. I received payoff confirmation numbers and was told the money would be applied in 2 days. 2 days later, the money had been randomly misapplied across all 4 loans, leaving none paid off and interest accruing on all of them. I put in a request for reapplication of funds over the course of maybe 6 phone calls in November. Each representative had the incorrect information, and sometimes the money would get misapplied in an even stranger way.

On 11/28, the cosigner on one of my loans started receiving harassing collection calls over the holiday weekend. He was NOT THE COSIGNER on the loan that showed past due, and that was admitted by representatives. I received a phone call Monday morning from collections, 12/1, and requested a supervisor. After speaking with maybe 12 people, and requesting 3 supervisors and never speaking with one, a representative said she reapplied the money and it would be fixed for good. Then her supervisor got on and reviewed the fix with me -- and it was STILL WRONG. I spoke with this supervisor for over an hour, 3+ hours total on the call, and found a way to make me show current on the loans. Said it would be fixed. A higher supervisor got on the phone to review it, and she knew nothing about the situation and disconnected me -- 3rd time disconnected that same day.

I called back a couple of hours later, and spoke to a rep who promised to check up on my account and call me back by the next morning. She never called me back.

On 12/5, I called again and spoke with Jane, a billing rep. She did an excellent job. After over an hour on the phone, she was able to figure out the problems with the original application of my payment and that every single rep had done it wrong since 10/20. She reapplied the payment while I was on the phone with her, and PROMISED there was no chance of the account changing again to an incorrect state before my account reporting date, 12/10, when my credit report could be hit, along with cosigner credit reports. She was right that my accounts showed current after the call with her, and I thought the worst was over. She said that because of all the hassle, I would NOT need to make a November payment (and every rep I spoke with in November said the same thing-- a payment would worsen the situation, don't make one), and that my next necessary payment would be the 12/6 payment. BUT to wait until her fix showed accurate for a few days before making the payment, as there is a 14-day grace period.

But 12/11, the day after my credit reporting date, I got a voicemail from Jane about my account, and missed calls from collections again. I became very concerned about it being the day after the credit reporting date, considering I was NOT behind and am still NOT to show behind in any way.

The next morning, 12/12, I tried for over an hour to reach Jane, but kept getting disconnected or told I had to speak with someone else. The account amounts now show accurate I think, but I am not 3 months past due. I paid in October, and was told by a dozen people NOT TO PAY in November and that I would NEVER have to make the Nov payment because of the hassle. Therefore I should still be in my grace period on the December payment, which I was TOLD TO DO until my account shows accurate. A supervisor named [redacted] reviewed my account for an hour and escalated my account to the Office of Customer Advocate. He told me to call that office. I called that office and left a message at lunchtime and did not hear back. It is now the weekend, and I am receiving collections calls, but the Advocate office is closed.

I was promised that because none of this is my fault, that not only would I get to skip the November payment, but there was no remote chance I could be reported to the credit bureau for something that was NOT MY FAULT. I have spent probably 10 hours on the phone with confused reps for 6-7 weeks now, and my accounts show incorrectly past due AGAIN. If I was reported to the credit bureau, this becomes an enormous situation. Paying off loans should be a good thing, but ever since Navient took over my loan from S[redacted] Mae, my experience has been horrible. The reps are nice, but there is so much confusion and department separation that no one ever knows how to fix anything. I am NOT PAST DUE. Even if I hadn't been promised no November payment, I would only be ONE MONTH past due, not three. It makes no sense. I made October's payment.

I need someone to handle this personally, check to make sure I wasn't reported falsely to the bureaus, and remove the past due alerts so I stop getting harassing phone calls to me and my cosigner. I am 7 days past due, and I was instructed not to make a payment until my account shows accurate. Clearly I would like to wait until that is the case, as things are still incorrect.

I have never had such a bad experience with a company in my life. If I could easily switch companies, I would. As it is, I feel trapped with Navient.Desired Settlement: Remove the false alerts that I am 3 months past due. I am 7 days past due, and was instructed not to make a payment until the accounts show correct standing. They do not show correct, even after 6 weeks of dealing with reps.

Also, if I was falsely reported to the credit bureaus, I need confirmation that those reports are retracted and disappear. I have done nothing wrong here. In fact, I paid off 2 loans in full, and my reward was hassle, credit threats, harassing phone calls over Thanksgiving, and now it's all happening again.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on December 23, 2014 and resolved the issue with the customer.

Review: A representative from Navient called me in regards to loan repayment. I have an overdue amount which I am currently unable to repay. I happily attempted to resolve this issue by suggesting that we explore options that would allow me to repay an amount that I can afford monthly. I was ask to submit my financial information and after they did their review I was told that there was nothing that they could do. As I am committed to repaying my loan, I feel that being told that there is nothing that can be done puts both parties in an unfortunate situation.Desired Settlement: Allow to be put on a repayment program for all of my student loans.

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 14, 2015. Please allow sufficient time for postal delivery.

Review: I have been paying years on 3 student loans managed by Navient - Dept of Education. Even though I pay more than the minimum every month my total balance due has not changed in years. I believe that there is something wrong with my loan and I am owed a credit on all the credit monies I have payed over the years. With this model I'll never pay off my student loans. I would not recommend a student go to school if it means getting a loan that they have to pay for the rest of their life. That begins to feel like a jail sentence, not like I've benefited from getting an education.Desired Settlement: I'd like my payments and credits to be investigated to find out why my TOTAL BALANCE on my account is not being reduced after years of payments. If there is found to be an issue - credit those funds to my account. If not, change the type of 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 24, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: We had automatic debit set up with Navient.

When we changed banks, we followed the process on Navient's web page for changing institutions.

Instead of stopping payments from the old and starting payments on the new account, Navient just started taking payments out of both accounts.

We called to correct this on at least three occasions.

On the most recent occasion we were on the phone for close to three hours and had been transferred by over seven individuals. Each representative told us that they had authorized the necessary changes and just needed to transfer us to a different department to finish processing the corrections. When arriving at the next representative, that person told us that the previous person didn't do anything for us and they had no record of anything.Desired Settlement: 1. All automatic debit accounts set up correctly and written confirmation.

2. Refund all authorized transactions plus overdraft fees incurred due to those unauthorized transactions.

3. Monetary compensation for spending over 12 hours on the phone attempting to correct this in addition to the frustration Navient has caused. Minimum of six month's payments would be acceptable.

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 December 3, 2014. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I am trying to work out a agreement with navient to set up a a payment arrangement and because I can't make a certain payment they need to contact my co-signer. The customer service employees had a very bad attitude with me and was nastyDesired Settlement: I would like to settle and set up smaller payments based on my income... I'm willing to pay my debt

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 6, 2015. Please allow sufficient time for postal

delivery.

Review: I was informed that my login was temporarily de-activated and to contact Navient to re-activate the account. After several attempts through several different phone numbers, I was unable to contact anyone to help me. I still cannot access my account and there is no one to speak with or file a compliant to within the company.Desired Settlement: I just want someone to help me with reactivating my account.

Review: Navient took over for Sallie Mae in reference to Student Loans. I have never received a forbearance from Navient. They call three to four times a week, sometimes two to three times a day. I was wrongfully terminated from the state of California for filing a workers compensation claim and a discrimination complaint. The state of California violated Government Codes, Labor Codes, Penal Codes, unuin violations, Civil Service violations, Civil Rights violations, forged federal documents and committed PERJURY to dismiss my complaint and Governor [redacted] says he has no jurisdiction. I haven't received any money from the state and I am still fighting my case in workers compensation court. I am being harassed by Navient and they are refusing to allow me a forbearance.Desired Settlement: I want a forbearance until I am able to pay or a loan forgiveness.

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 27, 2015. Please allow sufficient time for postal

delivery.

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: This place has Violated my rights as a customer of student loans, they have bullied me into Default and unfair act of paying my student loans. This company has very poor issues and lies to me as fixing a Income Budget plan as I only make less the 35,000 dollars a year, they unfairly boosted my interest rate and and treated me like an animal. I am now getting myself out of default but rent and the economy is getting a lot more expensive. I do not trust these people at all as they are money hungry and GREEDY people. I have payed them off one time for my Federal loan and they pocked that money and caught them in act, and told the I payed it off, and told them I will get a lawyer to sue.Desired Settlement: I would like them to pay off the rest of my student loans as the people, are supposed to be a government backed agency, these people are liars and thieves and wouldn't like to help anyone. They are unfair, and don't like to help, I researched they are under investigation and I would like my case also to be in it to as am being unfairly treated. they have me very stressed and I cant afford to go to the hospital as everything is raising to live.

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 22, 2015. Please allow sufficient time for

postal delivery.

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.

Review: Navient is the servicer of my student loans - Stafford and Direct Subsidized and Direct Unsubsidized. On 07/12/15 I attempted to complete paperwork online requesting a lower payment plan, but because my financial situation has changed since my 2014 income taxes, a message came up saying I needed to send the application and supporting materials to Navient's mailing address instead, which I did on 07/13/15. My payments are due to Navient on the 14th of each month. When my August bill was for a much lower payment (down from $258.60/month to $76.95, I assumed they had processed my request, even though I did not receive any confirmation from them regarding the matter. I emailed them and asked how the new payment amount was to be allocated, and they emailed saying I was on the standard payment plan still (the $258.60/month). I emailed them and told that I had applied for the ICR plan. Their email was still asking me to choose a plan, when I already told them what plan I wanted. I emailed them 08/17/15 asking why I was just billed again for the full standard payment and asking why they had not yet processed my request for a lower payment plan. They have not responded to me to date and they have deleted all correspondence I've sent to them within their website's email system. The government allows those who qualify and request a lower payment plan to be granted a more affordable plan. Navient isn't bothering to process my request, and I cannot continue to afford to pay the standard payment right now. Please intervene on my behalf. Thank you.Desired Settlement: Process my request promptly for lowering my student loan 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 September 3, 2015. Please allow sufficient time for

postal delivery.

Review: -I spoke with a customer service employee that said if I paid my loans online that it would take a couple days to process but when the payment did process it would process at the date I submitted the payment. I was told the loan I was paying would not accrue interest on the payment I made. I wanted to pay off one of my loans. My dashboard online would not give me a payoff amount so since the gentleman said that payment would be taken out from the day I posted it, I paid my whole loan off. 3 days later it said that I owed $0.08. So I called to speak with a customer service person and he said:

-He was sorry I was given this information because it is wrong. If I would pay online it takes a couple days to register and the loan still accrues interests. However, if I pay over the phone the loan would be processed on the same date and it would show up a couple hours later on my dashboard online. I questioned this because I have been told otherwise and I was assured that this was correct. I made a payment to cover the loan and pay it off. I day has passed and my dashboard still does not show that the loan is paid off. My dashboard also does not show any pending payments even though a received a confirmation email. So I call again:

-The gentleman I spoke with said that previous phone call I had misinformed me. He said that a phone payment will also take 2 days to post as well, however the payment will retroact only when you call. But it will not be posted online. I was also told that I should be seeing the pending payment on my dashboard. I told the gentleman that I could not pay my loan off in full online as it does not allow me to do so. He said I could. He told me that instead of clicking "Pay My Loan" I would have to click on the loan itself, click on Pay Off Loan Calculator and then there would be a drop down area in which I could pay. However, when I click the Pay Off Loan Calculator I do not get a drop down menu and I am not able to pay off my loan in full online. He said he did not understand why. There was never an offer to fix any of my online dashboard issues. My loan is still not paid in full. I have another payment soon to be due which means that I cannot pay extra on my loan before my payment is due and before I can see that my other loan went through. If I was not told that the payment would be completed within hours, I would not have paid in this fashion.

-The company always tells me that I should be taking care of my loan issues online, which I have been doing now. But I was told that I was not getting charged interest on the parts that I was paying. But I am being charged on the interest on the loans that I am paying more than what is due on. I feel this is basically theft.

-This one worker says one thing and another worker says the complete opposite is common when I speak to anyone in Navient.

-I would like to say that I understand that Navient is a business and I am okay with Navient making a profit. That does not bother me. But its customers - who do not have much of a choice in who takes their loans - should not be subjected to this type of customer service, nor should it be a "game" set up in which Navient can get as much interest off of the customer as possible - even though they are paying their loans. If the money that I am paying on my loans is pending in my accounts the day that I post my payment it should be retroacted at Navient so that I am not charged interest on what I have paid. It is not fair that their payment system is either not current technology or that Navient does not hire enough staff to man that payment areas, and that the customers have to pay for Navient's short comings.Desired Settlement: I wish for these practices by Navient to stop.

I want Navient to have a lower satisfaction score with 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 June 18, 2015. Please allow sufficient time for postal

delivery.

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 have never once missed a payment on my student loans, yet each time I log into my account it says that I have missed a payment and am delinquent on my loans. I have paid late, but I have yet to physically miss a payment. I am routinely called and emailed by this company saying that I need to take action on my loans. They also emailed me saying this was an attempt to collect debt, by a debt collector, when I am within the terms of my loan. I have never missed a payment! This company is a joke. My loans were sold to them from Sallie Mae and I pray that Navient will sell my loans to someone else so I don't have to deal with this company any more. They must have a lot of loans that are ACTUALLY delinquent because if I miss my payment by a week you would think I haven't paid it in a YEAR.Desired Settlement: Please stop threatening me with collection notices when I have never missed a payment. Correct the issues on my account and don't report me to the credit bureaus for being WITHIN the terms of my loan. I have paid almost $20,000 off in my loans and I take pride in that. Stop with your aggressive tactics.

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 19, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I graduated from a university with a Master's Degree in 2011. Unbeknownst to me, my student loans were put into the hands of Sallie Mae. I was unaware, and so I continued paying the current loan company that I had been previously paying, assuming that my graduate loans had rolled into that one. Three years later, I get notification that my loan is going into default, my wages are going to be garnished, and that I need to participate in a rehabilitation program. The rehabilitation program was to be for nine months, and was to help pull my loan out of default. I had to pay $300 for 9 months. I never once received a bill, a letter, a phone call, an email, or ANY type of communication from Sallie Mae about the repayment of my loans. My family members did not get a call, either. For two years, Sallie Mae did not hear from me for repayment, and they never once reached out to me. I was not even aware that Sallie Mae was a loan company at all until I inquired about who had my loan before the default.Desired Settlement: I believe Sallie Mae should reimburse me for the money I had to pay for the rehabilitation program, for a total of $2,700.00.

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.

Review: Sallie Mae worked with some fly by night places like Computertraining.com to provide 25k loans under the premise that you could pay back and loan status would be revisited upon graduation. Through no fault of my own I was forced to either move out of state or be homeless and could not finish as the place has no online campus. So for years I have been paying for a loan without actually receiving the final stage of training and have no hope of getting it done. I am fine with that, I took the loan and am okay with paying it back. The problem , however, is that I have been on time.. never missed a payment and for at least 4 years was a month ahead of schedule on payments... the loan is 9.75% interest... they refuse to revisit the interest rate because it does not fall under a Federal school loan and I did not graduate from the school. I have paid about 27,000 dollars on the loan already and still have a balance of 13k .. this is an obscene amount of greed. and I am unable to get the loan taken over by some other credit agency at this time and every time I try it hurts my credit even more.Desired Settlement: At the very least they should lower my interest rate. I have demonstrated the ability to pay on time over a long period of time. My payment history is spotless. they have made their money back plus a healthy profit by the time (even with a lower rate) I pay the remainder off. Their customer service department is beyond slow. Loans like mine were continually a problem for Sallie Mae.. our outcry on social media is the only reason Navient exists.. to deflect the bad rep away from Sallie Mae.

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, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: My student loan has transferred from Sallie Mae to Navient. I am now in school full time and my spouse is unemployed. I asked for a deferment of the student loans. Navient Customer service directed me and my spouse to complete specific deferment forms. After multiple, repeated faxing of these forms they claim to never have received these forms (although I have confirmation of fax transmission) prompting numerous calls and e-mails to the company. After each time, the company sends a canned e-mail which does not solve the problem or provide me any updates. Finally, one of the customer service reps said to "upload the required document" to process. After uploading and another canned message saying "we have processed your request" again, no new or additional information was provided about my deferment status. I have been dealing with this since November 2014 with no resolution. Can Revdex.com please help? Thank youDesired Settlement: I would like a clear explanation and a follow through about the status of my deferment request without loss of my paperwork.

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 21, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I have been back and forth between customer service with Navient for several months now trying to get an issue resolved. I have been told on several occassions that my issue is being "sumbitted for review". Conveniently no one ever seems to know what I am talking about and nothing is notated when I call back to verify. I have been told that not everyone can view the notes. I have been told that only certain departments can help me. I have been told I will receive a call back (and that never happens). I have been told everything under the sun that you can possibly think of to get me off of the phone. I do want to point out that nothing has still been resolved; however, I have spoken to the same Representative twice, her name was [redacted]), she was fantastic and was very helpful and understood the situation I was trying to explain to her. I would like to say that if there is some kind of positive feedback award for representatives, she deserves it. However, I will say that every other representative I have spoken to has not been so nice or helpful. They seem to continue to forward my call to others and pass the buck off to everyone else, rather than helping me get anything resolved. I once had a "Supervisor" get on the call (and I quote supervisor because I was told that is what she was, but I do not believe it because her Customer Service is not how a Supervisor should act), would not tell me her name, told me she was putting me on hold, and hung up on me. Now, I don't know how you like sitting on the phone with customer service, but I will tell you after waiting to connect to a representative for 15 minutes, going round and round with them, and then being hung up on....doesn't make me happy at all. Actually, happy is the last thing I am with Navient at this point.

Yesterday (3/3/15), I spoke with [redacted] (E74632) after speaking with [redacted] directed me to [redacted] and assured me that her department would be more than willing to help me. This was not the case. I asked for a Supervisor and was connected to [redacted]). He did nothing more than assure me multiple times he could not help me and would have to submit my account for review (never mind the fact this has been done 500 thousand times already, so obviously this is not helping). He also couldn't do anything more than to remind me multiple times about how long the call had lasted and how long we had been connected on the phone. He then told me the call was pointless because he could not "push a button and magically fix everything" without submitting for review (which, again I told him had already been done several times-and nothing came of it). Clearly they were in a rush to hang up the phone on me. This is not the first time a rep has cut me short and told me the call was too long. As a customer, I pay that company EVERY month and have been since 2013. I EXPECT that the Customer Service Reps HELP ME, not count the minutes of the call in a rush to pass me off to the next rep or hang up on me. THAT IS NOT GOOD CUSTOMER SERVICE! I told [redacted] (the "supervisor"), I wanted to speak to his Supervisor. He gave me the name of a man "[redacted]" and told me his email address was [redacted].I asked him to speak directly to this [redacted], but [redacted] told me that I could not talk to him because he was in an office off of the call floor. I typed a long email to this man this morning (3/4/15) and low and behold the email address was not even a correct email address. The email was sent back to me saying it was not delieverable. I then decided to dig a little further and start to research his department and no one can be found by that name for this company. THE EMAIL GIVEN TO ME BY A "SUPERVISOR" DOESN'T EXIST, NOR DOES EVAN TERR. I want to let it be known I am reporting this awful service to the Revdex.com and will be looking into contacting an attorney. I have also taken the liberty to begin getting in contact with a few of the Board of Directors Representatives for Navient.

Here is the reason I have been calling: Navient's system is showing that I was late on payments, but I have NEVER been late. I understand there are people in this world who don't pay their bills, but I am not one of them. I had a baby, went on maternity leave, was not paid, so I went through 4 Forbearances. At no point during that time did I ever miss a payment, nor was I late. While I was in Forbearance, I had received a call a few times from collections saying I was late or missing payment, after arguing with the Representatives who were calling, they saw I was in Forbearance and told me they submitted for "clean up" and I would no longer receive calls since I was not late but in Forebearance. However, nothing was ever "cleaned up" because somewhere along the way this is still showing up in Navient's system, and it was also reported to the Credit Bureau because it is showing on 3 different Credit Reports of mine. This is a problem, and it needs to be resolved rapidly. Now, I faxed in several documents to Navient, which is in the system because they were reviewing those documents yesterday (however, no one helped me-as a matter of fact after being told SEVERAL times I was late and delinquent previously-they then decided to change the story and say I was never late or delinquent-just to get me off the phone I am sure-but then told me they couldn't fix it in the system to show that I am in fact in good standing and always have been). Anyways, if Navient looks in my account, they will see my faxed documents. They will see a long letter I typed with all of my payments and forbearances since 2013, bank statements showing proof of monthly payments as well as Forbearance payments to cover 3 month time periods, AND my credit report showing negative reports from Navient that should NOT be there. NEVER was I EVER late or delinquent. Their system is WRONG and needs to be updated.

I really need someone who can HELP ME with this issue and not pass me off to the next representative. It is very frustrating to have to re-explain the whole story. This has become frustrating to the point where I don't want to even call back to deal with them because no one can seem to help me, nor do they WANT to help me.Desired Settlement: I want my account CORRECTED and PROPERLY reflecting that I have ALWAYS been in good standing. After submitting several documents showing proof of NEVER missing a payment or being late, they still reported me to the Credit Bureau. NO ONE wants to help me, they keep pushing me off to the next representative and telling me that they are "submitting for review". When I call back no one can see that anything was submitted for review and they tell me they are going to submit it, but it never happens. This has been a vicious cycle.

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.