Navient

Review: This issue began back in March when they called and informed me that 2 of my loans were in danger of going into default status. I agreed to make a payment that month to prevent my loans from becoming defaulted. When it came time to pay for the month of April I did not have sufficient funds to pay until May 1. I called to pay on May 1 and the company stated that the loans automatically defaulted the day previous. They further stated that the loans were now being forwarded to another department. It was never stated to me that if I could not make my payment before the end of April that my loans were going to be defaulted.

On May 5th I called and spoke with someone in the default office and was given unrealistic options to pay the debt. The woman I spoke with finally told me that she would forward what I said to a Fred Hicks who would call me back. He never did.

Today May 11th I spoke with a Mr. Fred Hicks (after I called him) about this matter. He gave me several options that I could never afford. His first option was to pay them over $17,000 to settle up front or Pay them 30% of the loan which is around $8,000 and make monthly payments or finally pay 15% and make monthly payments after that. I explained that I could never afford these down payments to which he suggested, "borrow money from your parents, or take out a home equity loan, or check to see if your parents have 401K money." I explained that these were not options to me and refused to negotiate any other kind of deal to more suit my income. He also explained that he is only expected to recover around 10% of these kinds of loans.Desired Settlement: I would like the company to reverse the default status on my loans. I never was told by the company if I was unable to make a payment in April that my loans would be defaulted automatically. Had I known this information I would have made some kind of arrangement in April to ensure payment within the month. If that is not possible I would like to negotiate terms to repay them that are within my financial means.

Business

Response:

Thank you for

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

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

Postal Service on May 18, 2015. Please allow sufficient time for postal

delivery.

Review: When my loan was with Sallie Mae, I entered into a repayment plan and my checking account was automatically debited each month on the 20th. Since Navient took over my loan I have had nothing but problems. I get collection calls and my credit is being effected. I have called on many occassions to resolve the matter... each time I am told that my payments have not been applied right, they "fix it" and there shouldn't be anymore issues. And then the next month happens.

Under Sallie Mae's system, even with the due date on the 7th because I was in an automatic payment program nothing was negatively affected. However, Navient cannot seem to get anything right. I get an email each month that my payment will be taken out according to my plan. But I start getting collection calls about the 15th of each month and my credit report reflects that I am behind. My payment still comes out each month on the 20th without fail, but everything else is messed up.

I am tired of calling and talking to people who cannot really fix the issue.Desired Settlement: I want all my past payments to be reapplied properly and my account brought current. If I make my payments each month, Navient should be able to get it right too. Navient should fix my account so that it shows I am current every month AND fix my credit report. I should not receive any further collection calls.

Business

Response:

Thank you for

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

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

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

delivery.

Consumer

Response:

Review: My elderly mother, 81, co-signed for 3 loans for my son in college. She is paying the interest on 2 of the loans while he is still enrolled. The other loan was set up for deferred payment. We have gone back and forth and in and out with this company. We have dealt with unauthorized bank account debiting to payments not being applied to accounts correctly. Recently on May 12, 2015 we were contacted by a collections agent for Navient, [redacted], to set up arrangements for the "delinquent" accounts because all of my mom's payments were being applied to only one loan. We were given three options and we chose to pay the $50 forbearance for the two outstanding loans which we were told would bring us current and then we could start making the payments in June as agreed. We paid one $50 only to be told later that EACH loan required $50 to acquire forbearance status. Therefore, we paid another $50 for the other delinquent loan. I went in to manage the account for my mom and to make the payment for June and the two accounts still showed past due in red. When I called to discuss this with the representative, [redacted], he told me that there had only been one forbearance payment of $50 and that was applied to the loan which we were told was not delinquent! I explained that this cannot be possible; there were two separate $50 payments and that we were told they would be applied to the delinquent accounts to bring them current. He states that the other loan was delinquent as well. He asked for yet another $100 to clear the delinquency. I refused and asked to speak to the account manager that originated the deal. He stated that she was in another department and that he was in the collections department. I informed him that so was she! He would not allow me to speak to the original account manager and insisted that my written documentation was incorrect. (the documentation was printed from their website!) I left him with a few choice words and told him that I was going to follow the deal as scheduled and make the payments as agreed. I made the payments today and set up my mom's account for recurrent payments of the same amounts. We are all FURIOUS!Desired Settlement: We want our account credited correctly! [redacted] told us that it's not his fault that the monies have been applied incorrectly and documentation is false according to "my" records. We paid that money and we have bank receipts to prove it. We want the two $50 payments that we made in May to be applied as forbearance to the delinquent accounts as previously agreed in May so that the accounts show current and not delinquent! My mother is paying on these accounts and has been as well as my son when he was out for break. The harassing phone calls must stop as well as the misrepresentation and misdocumentation of accounts!

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 16, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: I and the school keep sending deferment. they won't accept it although completely valid. They are FALSELY all over my CREDIT FOR FRAUDULENT REASONS. THIS DEFERMENT IS GOOD AND THEY KNOW IT!!Desired Settlement: DesiredSettlementID: Other (requires explanation)

GET OFF 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 June 26, 2015. Please allow sufficient time for postal

delivery.

Review: My federal loans went to Navient in June. I have had one payment due on July 14th and another one coming up Aug. 14th. First of all... I had to track them down to pay them. My previous service sent me a letter stating the loan was transfered to Navient. I had to call them and request information for my loan and payment dates. Navient had zero contact with me until I called them. I was told I should log onto the website.

Once an account was created online...I notice that they have my Signature Student Loan on there. This loan was settled August of last year (2014). I called numerous times and each time I was told that the person I called is only in charge of the Stafford and they will transfer me to the Federal loan division..again. Each time I spoke with them they assured me that the Federal Loan shows up as PAID and closed. This is almost $12,000 they are fraudulently attempting to charge me for a loan that has been settled, PAID. The last time I called because they had not made the correct changes and taken off the loan..I was told that I don't need to worry..all their computers say it is paid off but they cannot update the website on any Private loans.

So here is the icing on the fraud and dishonesty. I paid them my first monthly payment...I keep requesting the payoff amount of the Stafford loans to PAY THE LOANS IN FULL (these are the only loans that should be active) but they refuse to give me the acccurate information..charging me for an account that has already been paid. Here I am trying to fully pay off my student loan and I can't.

Even my credit report shows the Signiture Loan as paid and I have all the paperwork, but Navient is re-charging me.

The payment I made was credited to the PAID Signature Loan account. Therefore creating a late fee on the Stafford Loans as well as more interest. Somebody please help. I'm here trying to pay my last Stafford loans off in full and they are just moving around and making up numbers and accounts to create late fees and interest.

Let me add that the statement amounts are not the same on the website as on the paper statements or the balance amount. I don't even know which amount is the correct one to pay. There are three different balances and money due amounts depending on which page you look at.

Last...I have been in communication with them and attempted to pay my first balance for the loan I actually owe. For some reason, Sallie Mae has started to call my mother's home and leave messages on the machine this week. They won't call me to get this settled...but they are calling my family.Desired Settlement: My desired outcome is for Navient to be truthful and stop charging me for the PAID Signature loan (as well as interest on the PAID loan).

I would like the accurate payoff amount of my Stafford Loans so I may pay them.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on August 7, 2015 and resolved

the issue with the customer.

Review: I am out of statement coupons (the slip of paper that accompanies my check every month) for my LOAN #1. I have called now 3 times requesting a new coupon book. I have been told I can receive monthly billing statements. However, the representatives I am speaking with seem to be sending me the wrong bills (a month-old statement, or a coupon book for LOANS #2&3, NOT LOAN #1). I have been told to "just send in a check with your account number on it" and "let's give USPS a chance to deliver the mail" when I have repeatedly received the wrong correspondence.Desired Settlement: I want a coupon book in order to pay my STUDENT LOAN #1.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on August 12, 2015 and resolved

the issue with the customer.

Review: I have student loans serviced through Navient. Per federal law, I am not required to make payments on these loans as long as my income is zero, through the income based repayment plan. (I am currently a student pending graduation and looking for work) I have filled out the required paperwork for the income based repayment plan stating that I have zero income, however Navient is using my ex-husbands 2013 income to calculate my payments because the form requires me to connect to the IRS website and pull data from the last tax year that I filed. I did not file for 2014 because I am not required to file because I had no income in 2014 and it will cost me $300 if I want to file anyway. I have called Navient several times to resolve this issue, and every time I am met with hostility, demanding payments, or demanding me to accept a forbearance which will both cost me money and use up my precious allotted forbearance amount. I have already had to waste somewhere around 12 months of my forbearance in the past due to them refusing to process paperwork that I was still a half or full time student, and as such not required to make payments, and it was the only way to keep the payments due off of my credit record. I dont feel it is fair to keep demanding I use up the forbearance until I dont have it left when I need it for the personal issues it was designed to be used for. The first time I called, I was told that all I needed to do was hand write a statement that I dont have any income, and send it to them. I did this, signed and dated, on July 28th, 2015, and I am told that they received it on the same day. I was told that they would expedite the process and it would be done in less than 48 hours from submitting the form. It is still not done and I was called on August 1st 2015 demanding a payment. I explained the situation to the representative who was not helpful, and told me I could either make the payment or use up my forbearance, and those were my only options. At the end of the phone call he told me that if I try to fight this issue, that I will "never win" against them because they have a lot more money than I do, and that I should just make the payment or use my forbearance. I hope that conversation was recorded because it was really upsetting and extremely unethical. I called back today, Monday August 3rd, 2015, to try to resolve the issue. Without giving a reason, they are saying that there is nothing I can do other than accept the forbearance (which will both cost me additional money in interest and use up my allowed forbearance), and re-apply for the plan, which will do nothing other than get me exactly where I am right now, owing over $500 a month when I have no income. The longer this issue goes on, the longer I am "past-due" on my payments, may start reflecting negatively on my credit report. ( I already have a negative mark on my credit report due to another error of theirs in the past that I have not been able to have removed) I am at a complete loss of what to do as I cannot afford an attorney to fight this company, I dont have the money they are demanding, and I am afraid to use up the last of my forbearance lest I need it in the future.Desired Settlement: Process my application for an income based repayment plan based on my current income of $0, and retroactively date it to the time I applied, deleting any payments that are due and changing my payments to the federal law required amount of $0.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on August 7, 2015 and resolved

the issue with the customer.

Consumer

Response:

It is not yet resolved, but someone did contact me and I believe that it is in the process of being resolved. I was told by one representative that the income based repayment would be processed, however another representative contacted me and processed an "in school deferment". Later I was told that because an in school deferment was processed, that it is now impossible to process the income based repayment plan. Since I will be graduating next week, I am told I must wait for graduation, and then possibly reapply for the repayment plan. So that is the current status.

Review: We receive messages about the account asking us to log in and are never able to log in. We have asked for an update on the status of the account (this is a student loan) and we cannot get any information. They continue to ask for payments but do not provide an accounting of how the payment is allocated--how much to principal, how much to interest.Desired Settlement: We want to know the status of this account and we want to be able to talk to a live person. Efforts to navigate their phone system have never been successful.

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.

Review: This email concerns my student loans, which are serviced by Navient. Several months ago, I decided to review my credit report and surprisingly noticed several late payments ( 60,90,120) that were reported on all major reports dating from 2009. Consequently, this caused concern primarily because during this period my accounts were either in deferment or forbearance. In addition to this, I decided to go back to school during that period to pursue an additional degree.

After reaching out to customer support, I was informed that my forbearance/deferment did not prevent the derogatory marks from reporting, which conflicted with statements made by the representatives assisting with each forbearance request originally. In fact, I specifically asked the representative if proceeding with the forbearance would prevent items from reporting and was told “absolutely, since your account would be brought back current.” In addition to this, recently one of your representatives informed me that since my school did not accept federal title IV funding that I wouldn’t be eligible for a backdated in-school forbearance during those period. Understandably, this was very disheartening news since I felt that I had done everything right.

Right now, I feel completely dumbfounded, helpless, and sadden by this situation. It is not a good feeling to have items reporting on you credit, which you feel are not warranted. Frankly, if representatives would have explained my options better several years ago, I strongly feel the the outcome would be different. I understand your policies, however I am kindly requesting that the derogatory late marks on my credit reports be removed. This miscommunication of information has caused confusion and frustration, hence I simply seek a fair resolution.

Thank you in advance for your assistance.Desired Settlement: Removal of late marks.

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 17, 2015. Please allow sufficient time for

postal delivery.

Review: I am the cosigner to my brother's student loans. It was advised to me by Navient to pay the student loans on behalf of my brother to not only ensure my credit score does not take a toll but after a year, a cosigner release form can be submitted. It has always been recommended that payment be made via the Navient portal which is advertised as the fastest, quickest, easiest way for payment. This was discussed amongst my brother and I that he would diligently give me payment each month (he has no checking account) and I will ensure I process via the Navient portal. The reason this has been so important is because this loan I cosigned for is hindering me from purchasing a home. Now that a year is up and the cosigner release form has been submitted, of course Navient goes back and changes the entire story. They tell me they will not release me from these loans, my brother is not credit worthy and how do they know if he was really paying and it wasn't me for the past year?? So basically Navient told us everything we wanted to hear to ensure they got money each month. Now that it is time to release me from the loans they just blew me off. I called and spoke with a supervisor by the name of [redacted] (#[redacted])who was the nastiest rudest person ever. Of course I am upset about this "denial" because Navient deceived me into thinking it would be no problem to release my name from this loan I cosigned for after a year as long as payment was received. The entire time I was on the phone with [redacted] she advised me to be quiet and listen to her and not interrupt her. She did not say anything that made sense and was completely opposite of what I was told a year ago. She spoke to me as if I were her 5 year old child. She told me not to raise my voice to her, to not yell at her and to be quiet and listen while she speaks. She was the one doing the yelling because I wasn't allowing her to blow me off and feed me bs like Navient has been doing this entire time. [redacted] went as far as to tell me she could not discuss anything with me because I am a cosigner however, I had a surprise for her because my brother was sitting right there the entire time. He got on the phone and she still didn't say much of anything that made sense. She basically wanted to speak and expected us to not question her. It's funny because Navient always tells me they cannot give me any information on loans I cosigned for but they never question taking money from me.Desired Settlement: I feel Navient has no reason to NOT release me from the loan I cosigned for. I did everything that advised me to do over this past year. All paperwork was submitted as requested. I did everything that Navient asked of me as this has been holding me from purchasing my home. I feel they should stop telling lies to get payment from people. Stop deceiving people to get what you want then when it is time for Navient to live up to what they are suppose to deliver you get a completely different story. This company is full of crooks and they are definitely taking advantage of people. Navient is ruining my life and my goal to become a homeowner.

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 9, 2015. Please allow sufficient time for

postal delivery.

Review: I have contacted Navient several times concerning validation and account confirmation regarding 120+ day late report I am receiving on my credit report. My name is '[redacted]". They have a "[redacted]" on my account. Again, I have given my correct information and data several times in order to have them correct my account. This has gone on for several years...

Note: This account was transfered to them through Sallie Mae which divide multiple accounts to Fedloans. There are NO late status listed with Fedloans only Navient.Desired Settlement: I want these negative items/information removed from my account and credit report... ASAP!

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 30, 2015. Please allow sufficient time for

postal delivery.

This company Navient took over sallie mae and the name change caused nearly every customer's credit score to drop. Lawsuit needs to be filed immediately.

After Sallie Mae transferred my Student Loans to Navient, I was immediately locked out of my account due to "Too Many Failed Attempts." This was the message I received on my first log-in, and it then took 9 phone calls and 4 months of being hung up on and transferred to a computerized system which would then bounce me back and forth between Navient and Sallie Mae before I finally was able to get my password reset. Each time I would call a speak with a representative, that is if I could actually get one before being disconnected, the excuse was always the same, "Oh I'm sorry, my computer just locked up and I cannot unlock your password right now, but please call again tomorrow and we will see what we can do." At one point I even left my phone number with a representative who had offered to find a solution and call me back, yet to no ones surprise that phone call never came. If given the choice, I would recommend to turn and run far far away!

Review: Dear Revdex.com, I want to report what I presumed to be an abuse by my student loan management company. My student loan was managed by [redacted] and for the past seven years I never missed a payment. Recently, the company changed to Navient. In November, I was notified of a 1.25% (from 2.75% to 4%) rate increase. In September I provided the company with the new bank account information and advised them of a change online and followed up with a phone call. Despite that, the company tried to apply payment to the old bank account and received a non-sufficient fund communication. When I called the company, the case was reviewed by senior management, [redacted], who advised me that my late fee was waived and I was told the incidence was a clerical error and that the rate would reinstated. Upon my follow-up calls, I was informed of a company’s decision to continue to charge me increased rate and I was not provided with any further information regarding this decision. Additionally, the lump sum payment that I sent in for the higher-interest part of the loan was misapplied to the lower-interest part of the loan. I am concerned that this behavior may represent deliberate and systemic manipulation aimed at a financial gain. I am requesting your assistance in further investigating this matter and reinstating my old interest rate of 2.75%. If you have any further questions or I could be of any assistance to you in this matter, please do not hesitate to contact me. Yours sincerely, [redacted].Desired Settlement: Reinstatement of an old rate of 2.75% on a 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 November 21, 2014. 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: In order to obtain a mortgage from [redacted] when you have student loans a non zero payments is required . If the payments is zero then the payment is calculated on 2 per cent of balance owing--in our case that means we can not obtain a mortgage when otherwise we could have.

We contacted Navient ( at the time we were in the "Income Based Repayment" plan which resulted in a zero payment.) and explained that we needed a non zero payment. I was told to apply for "Mandatory Forbearance Request Student Loan Debt Burden" was instructed how to fill out the form and check the box where it states "If this forbearance request is approved I want to (check one) Make smaller payments of $12.00 per month." Well the application was accepted but they refuse to bill me $12.00 as they stated that they would....I have complained to a supervisor --Customer Advocate and the CEO Jack Remondi with no success.

They refuse to honor the agreement yet the application was accepted and approved.Desired Settlement: They must finish their side of the agreement and bill us (my wife and myself) at the rate of $12.00 per month each under the terms of the agreement.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on November 24, 2014, 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 recently changed checking accounts necessitating an update to my automatic debit information on navient.com. After entering my new bank information, I noticed the next day that I have lost my 0.250% interest deduction benefit for enrolling in automatic debit. I called to inquire about this and was told that they cancelled the automatic debit and the new information is pending approval. I felt it is unfair that I have to pay a higher interest rate for almost a month because I changed banks. I never cancelled the auto debit, I simply updated the bank account. The sad thing is this happened 4 years ago when I last switched banks. It took me 5 different calls to finally get everything resolved and I was assured this issue will be addressed to avoid reoccurring in the future. 4 years and a name change later, I am dealing with the exact same issue.Desired Settlement: I want my auto debit active again and want the interest reduction benefit reactivated promptly. For my inconvenience and for the additional interest charged during the bank information update, I believe a $25 credit is warranted especially since this is the second occurrence. I plan on paying my balances off as soon as possible so I do not have to deal with your these unfair practices and inconveniences.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on January 6, 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 signed up for Automatic Debit with Navient to lower my interest rate. The interest rate does show as being lower. However, the monthly payment remains the same. I called (and emailed) to ask why. They said the rate is lower so I will pay off the principal quicker. Then I asked if the loan will therefore be paid off quicker. They said the terms of repayment have not changed.

So if I'm making the same payment, for the same total number months, then I am seeing no benefit from the lower interest rate. Something MUST change with a lower interest rate - either the monthly payment or the total number of payments. This is the basics of a loan, and I don't see how Navient cannot understand this.Desired Settlement: I would like to see where this lower interest rate is helping me - either through a lower monthly payment or through a reduced number of total payments.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on March 6, 2015 and resolved the

issue with the customer.

Consumer

Response:

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

Review: As of September 28th, 2015 I have been enrolled at The [redacted] College in Olympia, WA. I have sent information to Navient about my enrollment and to defer my payments while I attend classes. I am enrolled at least half time. Navient has sent collection bills. I have gone back to the school on numerous occasions to fill out more paperwork and make sure that there is nothing that I could be missing. The school and myself have sent information to Navient, and have checked in the national student clearinghouse of my enrollment status. Navient does not show that I am enrolled at the school. Their records shows that I withdrew as of June of 2015. I have asked what else I need to do, the consensus response has been to do the same process. I have done everything they have asked without any resolution. At this point my credit score will be damaged by a lack of simple fallow through on the part of Navient.Desired Settlement: I would like for Navient to correct my billing.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on November 24, 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: My credit score dropped 30 points when the name [redacted] was changed to Navient. I emailed Navient's customer service regarding the issue and a response email was sent shortly after I sent my original email. Their response email stated that I must submit my concern in writing along with a copy of my credit report so that they can research. I do not see how me doing this will help them to address my concern as I would have needed to print my credit report the day before their reported change of name to the credit agencies affected my credit score. I did some research and several other people have been affected in the same way. I intend to continue to contact them until this matter is resolved and I have a satisfactory response.Desired Settlement: I would like for Navient to contact the credit report agencies and find a satisfactory resolution to this matter such as increasing the credit scores of those whom this has affected. An apology letter would also suffice, in addition to the repair of any damage to credit reports/scores.

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 25, 2014. Please allow sufficient time for postal delivery.

Review: I took out student loans through[redacted], these loans are now with Navient. When Sallie Mae and Navient split, I stopped receiving monthly statements in the regular mail. I have contacted Navient every 1 to 2 weeks in the past 2 months, and each time they have assured me that they will correct this and they will send the statements through the regular mail. In November I received only one statement for one of my loans (I am suppose to receive 2 statements per months for the 3 loans). When I called, yet again, they stated that the loans were overdue again. I have almost always paid extra on my loans, in order to have them paid off early. Now all these extra payments are being put toward interest on the delinquent amount owed. I need the statements sent to be by regular mail, I have called many times and even though they assure me (each time) that I will receive my statements through regular mail, this is not happening.Desired Settlement: Billing statements sent through the regular mail on a monthly basis.

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 16, 2014. Please allow sufficient time for postal delivery.