Navient

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: My husband is paying off his private student loans with Navient. Through online payment, there is no way to allocate that the extra money you are paying on a loan be applied to the principal, instead of a future payment. Instead, Navient is using the extra money we have paid on a loan and applying it to future payments, which is not how we want it to be applied. We emailed them about this on 1/12, we did not hear back. We called them on 1/16/15, and the customer service agent said that a screen should pop up that allows you to select this. When they did it on their "test" screen it did; when they logged in as my husband this screen did not pop up. They are unfairly and wrongly without our consent using our money for future payments instead of paying off the principal.Desired Settlement: Apply the past two payments, and any future payments that are over the amount to be applied to our principal and not tacked on as payment for future payments. Allow us to be able to direct this and state this to the company via their online payment system.

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: Ever since Navient took over for my student loans from Sallie Mae, I have had nothing but issues. Over the course of four months, I was notified that my loans were delinquent after setting up automatic debit payments TWICE with their customer service representatives. Additionally, one representative informed me and guaranteed me that my automatic debit was set up and that I had nothing to worry about anymore. The next month, on the due date, no loans were taken out, and my account was delinquent again! Now, automatic debit is finally set up correctly, they took the money out of my bank account, yet their online system is saying my loans are delinquent! Under "Payment History", it informs me that there was a "payment reversal", but no one in their customer service department can tell me what that means. They just keep telling me all it shows is that the connection with the bank was "broken" and they don't know how to fix it. So, you took my money, then claim the payment was reversed, and you can't give me any more information beyond that??? That's insane. And if the payment was reversed, where did my money go? It hasn't been returned to my bank account, so Navient must still be holding onto it somewhere. When Sallie Mae handled my loans, I never had a problem like this. Ever since this mnic company took over, it's been nothing but a headache every month. The amount of time I have waited on hold is disgraceful. I have spent HOURS on the phone with their customer service representative just to have the same problem the next month. It's absolute mayhem. And this whole "delinquent account" thing, frankly, is just a scam to charge people late fees. It's a SCAM.Desired Settlement: All I want is for my automatic payments to go through properly. It's not my bank's fault, it's Navient's fault. They need to change their customer service practices and employ people who actually know how to serve customers. I want my account to reflect that it is paid and I don't want any late fee assessed. I want someone to be able to tell me why I am missing over $600 from my bank account, yet my loans are allegedly delinquent.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on January 12, 2015 and resolved the issue with the customer.

Consumer

Response:

Ever since my student loans switched this company, I've had nothing but issues with them! I can't out them into deferment, I can barely log in and talking to customer support is a nightmare! This is the worst loan company ever and I fell really bad for anyone having to deal with them!!

Review: I keep receiving calls and emails stating I have missed 2 payments and that my account needs immediate attention. I have attempted to make three payments and two were reversed and one in pending status. Navient is threatening to send my account to collections when I have tried to send them my payment on three different occasions. I have not received an explanation from Navient as to why my payments are being reversed. I verified my account information and everything was correct. I also had sufficient funds in my account to cover the payment. I submitted a payment tonight so Ill wait and see what happens in the morning before seeking legal advise.Desired Settlement: I would like Navient to accept my payments rather than reversing my payments.

Business

Response:

Thank you for

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

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

Postal Service on October 15, 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 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: Received a call on my cell phone about a business matter for a student loan from navient department of eduation for a nikia johnson. [redacted] stated that he pulled my information from her credit report and he was trying to get a hold of her. I told him that I don't speak to her and to take my name and phone number out of their system as it relates to her. He stated that he couldn't do it because he was a federal contractor, and that I have to call the credit bureaus. I know for a fact that this is an untruth because he is skip tracing. I am not on her bills, nor do I have any contact with her. I am on the do not call list. He refused to remove my name in association. I told him that this was in violation of my privacy rights.Desired Settlement: Remove my name and phone number in attachment from your collection on a debt that has to do with [redacted]. Do not contact or call me. I do not have a bill with them and this is harassment.

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 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 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.

I am writing with regards to my experience trying to over pay my student loans. As the "customer" I am inclined to feel that the servicer, Navient, would be eager to assist me in reducing my student loan debt but my experience leads me to believe otherwise. Each time I have tried to communicate with Navient's customer service to overpay my loan bill it requires at least 2-3 phone calls to ensure that the payment is applied correctly. For example, I sent in an extra payment with a coverletter specifically requesting that my payment be applied to the principal on my loan, yet it was not done as I requested. I spent 30 minutes on the phone going through your automated system until I could finally get someone to fix it. I recently over payed again, this time over the phone, and that payment was applied to all payments on that loan through October 2015. Maybe I am not being clear enough in my requests, but my ultimate goal is to pay down my loans - not put off payments so that Navient can earn more interest on my outstanding balance. My recommendations to Navient would be the following:

1. Try to anticipate your "customers" needs, rather than profit off of their efforts to reduce debt.

2. Try communicating in any way other than random statements posted to my account. I was recently notified via this system that I've been approved for automatic debit. FYI I've been using automatic debit to pay my student loans since 2007.

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: spoke to a manager names [redacted] back in march 2015. asked for a forberance that he said I could have until June. In april to my surprise after speaking to him that took money out of my bank account for my loan after telling me I had the forberance and that he had turned off automatic debit. I called and spoke to [redacted] who said that I would recieve a refund after I faxed my bank statement to them even though he could see that they took it out and also told me they would refund me the overdraft fees cause my account was negative $300 from them taking money out of my account. I faxed the paper work over and he told me it would take 5-10 business days for me to receive a refund and that he was pushing to get the forberance through still and would turn off the automatic debit. Well today 05/02/2015 I checked my navient account and they still didn't turn off automatic debt and has me still paying this month. I don't understand who the hell I need to speak to but this needs to get resolved ASAPDesired Settlement: My complete refund of $204 and the forberance that I was supposed to have till june and or no refund and extend my refund to august since that have completely messed up my finances

Business

Response:

A representative from the Office of Customer

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

issue with the customer.

Review: Navient, working with a collection house called [redacted], started garnishing my wages a week ago and I was never properly served any paperwork. These are private loans, which requires that I am given notice and I was given nothing. I complained about this exact same thing back in March 2014 and NOTHING happened. [redacted] stopped collection, then out of the blue, started again without me getting any warning.Desired Settlement: I want Navient and [redacted] to cease the garnishment prior to me getting served. I want paperwork showing why I owe this, as I asked for originally. I also want the case re-opened so I am not a victim of a default judgement in which I am never served and cannot fight.

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 31, 2014. Please allow sufficient time for postal delivery.

Consumer

Response:

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.

Review: Navient (formerly Sallie Mae) unbundles private student loans without my knowledge and refuse to look into the matter. I fell behind on the valid loan. I was asked all kinds of questions regarding medical bills and who is providing for me while I have no income, matters that have nothing to do with my student loans. Agent [redacted] was extremely rude and confrontational. I asked to speak with another rep and his response was "That's not going to happen". I was refused the right to speak with a supervisor until I hung up and called back to speak to someone else. The agent "[redacted]" lied and misrepresented himself to be someone else, until I figured it was the same person. Finally a supervisor called me back by the name of [redacted], she just pushed me around and told me to talk with the same representative I had an issue with. I refused to speak with the same rep. They clearly work on some sort of commission basis and he omitted several bills that I have because I was not a principle to keep my monthly budget low to maximize profit and change my monthly payment amount! These are ILLEGAL practices and it must be stopped! I finally cleared everything up, unfortunately I have to continue working with this [redacted] (ID: [redacted]) who doesn't talk, he barks and uses illegal tactics!Desired Settlement: Sallie Mae (Navient) should A: Let me speak to someone who does not have a financial stake in my debt, B: Change their policies to where it does not incentive debt collectors, on private student loans, C: Listen to the audio tapes from [redacted], D: Issue an apology

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

Review: Navient has taken over for Sallie Mae and they have not done their due diligence in customer support.

In the Congressional Findings & Statement of Purpose of The Fair Credit Reporting Act it states that “unfair credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system.” (http://www.consumer.ftc.gov/sites/default/files/articles/pdf/pdf-0111-fair-cred...⇄ />
I have over 10 years of credit history with 0 late payments, and up until a few days ago, had a composite credit score of approximately 755. Navient has my student loans broken down into 10 separate accounts, but only make a single payment. By one late payment, they reported 10 accounts behind payment to my credit bureau, dropping my credit score by over 200 points to a 550!!! That represents the lowest 8% of the population of the United States. (http://www.creditsourceonline.com/credit-score-stats.html)

I am a homeowner and have various debts on my credit report. I work hard and have a job that requires clean credit history. I need to buy a new car to replace the one that keeps breaking down. The trends on my credit report show that, except for one outlier from Navient. I have a lot of motivation to maintain my clean credit history. I have no motivation to simply not keep my accounts current with Navient, even if it be by Deferment.

They have not contacted me, except for calling from an obscure 800 number and not leaving messages. With the amount of fraud going on in this day and age I do not answer unknown calls from 800 numbers. I do return messages however. Navient should have done their due diligence and left me a voicemail. They should have mailed me a letter. I did find 3 emails in my spam box after talking to the customer service representative at Navient. Not one of them mentioned that my account was behind and would be reported late, especially as 10 separate accounts to the credit bureaus! I found out about this from Fraud Detection that I have in place to protect my credit score. I pay a monthly fee to monitor AND maintain my good name and credit. Within 10 minutes of seeing this on my credit score I was on the phone with Navient getting my account back in good standing, sending a letter to Navients customer service department to dispute the late payment dings and also sending letters to the affected bureaus.

Navient has successfully ruined my credit in one broad stroke by not effectively supporting their customers. When speaking to customer support about this problem the representative said that “we have to report the truth.” And “we cannot do a good will correction because we have to report the truth.” I told her that they also had to be “fair” like it says in the title of Fair Credit Reporting Act. She said that I “did not understand” what she was saying. I told her that she “doesn’t understand the excessive nature of turning a single late payment into 10 separate late payments on my credit report!!!!

[redacted] said “The inability of college students and recent grads to be major consumers is stunting economic growth.” [redacted]. This is a prime example. How am I going to buy and replace my beat up car with a 550 credit score? How will I be able to get a Home Equity Line of Credit if a major problem arises with my home? How will I upgrade my home in a few years if my girlfriend and I want to make a future purchase together? 1 late payment turned into 10 late payments. The effects of this will be felt for YEARS!!!

I find this situation appalling. The Revdex.com has 1197 complaints over the past 3 years about billing/collection with Navient. [redacted] If Navient is holding me grossly accountable with “honesty” and 10 separate negative reports on my credit bureau, then why shouldn’t they be held accountable?

I would like Navient to send paper mail to my home address and to leave voice messages if they call my phone and I do not answer. I do not believe that this is too much to ask from a steward of student loan debt with the power to cripple someone’s good name and credit. I bet that if Navient is trying to sell something that they leave messages. I don’t understand why they wouldn’t when it comes to customer account support. In reference to previously cited material, Congress believes this to be an important issue, as well as successful billionaire entrepreneur [redacted].

In closing, if the President of the United States of America is trying to make paying student loans more manageable, [redacted] then why shouldn’t a company such as Navient be on board as well?Desired Settlement: Navient needs to remove the reports of late payment from all credit bureaus. This needs to be resolved immediately.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on December 17, 2014 and resolved the issue with the customer.

Consumer

Response:

Review: I cosigned for a private student loan for a family member who did not pay on her loans. I was under the impression that payments were being made until I began receiving several calls a day from Navient claiming that several payments made had been reversed. At the time, my financial position did not allow for an extra payment so the loan defaulted. Now I am receiving loan rehab offers from navient. One of the offers may be possible for me financially and I would love to take advantage of it if possible. I requested the terms in writing and was told that they will only communicate with me by phone conversations and I have no protection other than the representatives word that the terms of the agreement will not change. I was told this is a policy and I just have to trust them. I was also told that if I record the phone conversation then the call would be terminated immediately, however, they are allowed to record any conversation. The reason I am hesitant to pay now without an agreement in writing is that I have my own loans that I have made payment arrangements on and the terms changed midway through the repayment process. When I questioned it I was told the rep made a mistake when they made the original payment arrangement and that my payments should have been higher. They say if I dont pay they will possibly seek wage garnishment. I am not refusing to pay, simply asking for the terms that I am agreeing to be sent in writing so that I also have protection before paying such a large sum (loan is over 37,000). I think any policy stating that you cannot have your terms in writing is crazy and eludes to the fact that the terms will change and there will be nothing the consumer can do about it as there is no actual proof of the arrangement made over the phone. This company has had several complaints, I dont understand why nothing seems to change with them.Desired Settlement: DesiredSettlementID: Other (requires explanation)

would like to receive terms of any agreement reached in writing. I am willing to pay, but not without protection for myself as they seek to protect themselves. Original offer was 500 in dec, 500 more in january with an interest rate reduction to 0.001 percent with payments thereafter being around 100 dollars until the settlement amount of 50% of the loan balance is reached.

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 15, 2014. Please allow sufficient time for postal delivery.

Review: I have student loans that were taken care of by ACS. My student loans were sold to Navient. I have bank statement showing I paid student loans in July to ACS. I was billed and paid Navient in August. They are claiming I owe them for July and now my account is past due. I have called and spent hours on the phone and faxed them copies of my bank statements showing payment and they continue to state I owe July.Desired Settlement: I want them to contact ACS and get July payment from them

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 15, 2015. 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.

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: I made a payment by phone. Three days later, the funds had been deducted from my checking account. However, when I checked my Navient account online, the payment wasn't listed either under recent payments or pending payments. I haven't been credited with the payment that was made.Desired Settlement: I would like to receive credit for my most recent payment and to receive prompt credit (within 24 hours) of all future 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 July 1, 2015. Please allow sufficient time for postal

delivery.