Navient

Review: I consolidated my student loans (undergrad and graduate) and the servicer is Navient. Once the consolidation was complete, I saw my first payment was due in April 2015. On Wednesday, March 11th, I logged into my bank account with Key Bank and say that an auto deduct for $200 showed for a Navient e-bill clearing on March 9th. I have made my payments in the past through setting up payments through the Navient website, not Key Bank, but the auto-payments were stopped when I began the consolidation.

When I logged on to my account with Navient, I could not locate a record of the payment; there was nothing in the transaction history. I searched and found nothing. I contacted Navient who said they could not locate a transaction either and asked that I provide a copy of the transaction from my bank account. I faxed the information to the number provided. The next day, I received an email that the documents were not received. I called Navient and, while I was on the phone, received another email correspondence that the information was just received and uploaded. Following that phone call, which was on Thursday, I waited for a response. I received nothing and again contacted Navient for an update on Friday, March 13th. This morning, Saturday, March 14th, I received a response, which I have also attached.

As I logged on to download all of the correspondences to provide to those I am contacting regarding the issue, the ones from when I originially contacted Navient are gone. They were there up through yesterday. Thankfully I have saved the email confirmations I have received and have attached them as well.

As you could imagine, this is very frustrating for me. Not just the amount in question, but the poor service, failure to resolve and the fact that significant correspondence is missing. At this point, unless Navient resolves the issue by refunding my $200, I will be out the money, which to me constitutes theft. It was taken without my consent and not applied legally.Desired Settlement: I would like the $200 that was deducted refunded to my bank account.

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 24, 2015. Please allow sufficient time for postal

delivery.

Review: I have a consolidated student loan with Navient that is broken into two loans (1-01 and 1-02). The loans are itemized as separate loans with the following balance as of 7 March, 1-01:$4065.60 and 1-02:$3083.15. I would like to pay extra principle to the smaller of the two loans to get that paid off quickly. The two loans combined have a regular monthly payment of $81.79 on loan 1-01 and $63.14 on loan 1-02. Beginning in February I began making a monthly payment of $375 to Navient and per their instructions on their website I sent an email explaining that I would like any payment over and above the monthly billed amount ($144.93) to be applied against the principal on loan 1-02. I received no response to the email and the February payment was divided among the two accounts instead of applying all extra funds to account 1-02. I then sent another email asking them to fix that month's payment and received no response. Then I tried calling them about 3 weeks ago and they said they would fix it but no changes have been made to my account. With March's payment, I again sent a similar email with instructions on how to apply the payment but it has been ignored again with the payment split proportionately based on the balances of the accounts.Desired Settlement: I would like the February and March payments adjusted to reflect a payment of $81.79 to account 1-01 with all additional payments applied to loan 1-02. I would also like all additional payments to follow this same instructions until otherwise directed.

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 16, 2015. Please allow sufficient time for postal

delivery.

Review: Student Loan was paid twice to Navient. Once by the student and again by a loan consolidation company. Navient has taken more than 3 months to investigate the missing check issued by the loan consolidation company. The loan consolidation company has confirmed with evidence that the check was indeed cashed by Navient. Navient has still not refunded the extra payment and still does not know where the check is. Basically, the check has been cashed and declared "missing." Meanwhile the interest on my loans with the consolidation company continues to build on a principle that should be much lower.Desired Settlement: I want my refund and I also Navient to cover the interest that continues to accumulate while they continue to look for this "missing check."

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on March 26, 2015 and resolved the

issue with the customer.

Review: Spoke to [redacted] and my loan paymentwas raised but no one from customer service can give me a reason why. And they are very rude about it.Desired Settlement: TELL ME WHY MY LOAN PAYMENT JUST INCREASED, IT'S REALLY THAT SIMPLE

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on March 27, 2015 and resolved the

issue with the customer.

Review: My account was transferred from Sallie Mae to Navient. I was unaware due to an address change and the emails sent to me by Navient were being sent to SPAM. However, my payments of $160/month were continually made to the Sallie Mae account without being rejected. When I discovered the emails from Navient, I immediately contacted them and was told that all late charges would be removed and that my new payment with Navient would be $98 although I never requested an adjustment to my payments at all, I was told that I could continue the payment $160 if desired and they would resume in March. In the meantime, I received approximately 6 emails from Navient adjusting my monthly payment to as high as $400. I spoke to a representative to in turn told me that my payments would be roughly $380/month. Despite my best efforts to understand why my payments would increase to this amount I was told that the system automatically generates this amount. I asked what changed between the transition from Sallie Mae to Navient and was told nothing changed, so I'm confused as to why my payments would be so high. I absolutely CANNOT afford a $400/month payment to Navient and I'm simply requesting my payment be reduced back to the $160/month I previously maintained with no problems with Sallie Mae. Again, I've spoken to various representatives who have been nothing shy of unhelpful or unwilling to make the necessary adjustment.Desired Settlement: My desired outcome is to have my monthly payment reduced to a more affordable/reasonable amount...i.e, the amount that my account should have reflected when transitioned over from Sallie Mae to Navient.

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 8, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: In March, my husband and I recently sent three checks to pay off three of my student loans in full. The checks were for $4,333, $4,268 and $2,429 respectively. We sent these to the payment address specified on Navient's website:

Navient - Department of Education Loan Servicing

ATTN: Payment

[redacted] Atlanta, GA 30374-0351

Each of the checks had the account information as well as the loan it should be applied to written on the check, along with a printout of the payoff instructions from Navient's website wrapped around each respective check. Navient's website (and the printout from it) said these loans would be recorded as "paid in full" if payment was received by 3/30/2015.

According to our bank records, these checks were cashed on 3/30/2015. When my loan had not been shown as paid off by mid-April, I contacted Navient, who said they had no record of the checks. Per their request, we sent them statements from our bank showing that we did, in fact, send them, and they did, in fact cash those checks.

Navient then replied that we sent the checks to the wrong address and that they would not adjust the loan. They currently have over ten thousand dollars of our money and are denying they have it. Meanwhile, we are acruing interest on loans that we actually paid Navient for.Desired Settlement: We would like Navient to apply the money we sent (and they received) to my student loans, and for my records to show we paid off the three loans indicated on the checks and the papers sent to Navient in March.

Consumer

Response:

Review: The amount due is from an old school loan with Sallie Mae. They changed the name of the company to Navient. At that time I requested an itemized statement-which I never received. I was also under a deferment. I then started working part time and make payments. I received one check back fro $125 from the U.S. Government. I have requested a statement several times during this process and have not received one. I then get a letter saying I am past due. I have also received correspondence from a company called ECMC - St. Paul, MN. I have written them several times also. My part time job ended approximately one month ago. The only income I have is my social security of about $1,160 a month. I have written and explained this also to them. I would like an itemized statement. I am also questioning the interest rate. I have received one letter with the balance and a rate of 8 per cent. The balance does not seem to go down.

Thank you for your help in this matter.Desired Settlement: I would like the itemized statement and as I am not working a deferment.

Business

Response:

Thank you for

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

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

Postal Service on April 28, 2015. Please allow sufficient time for postal

delivery.

Review: I completed a government program to rehabilitate my student loans. In order to do this I had to come up with half of the student loan debt and pay triple the regular student loan payment for six months. In return my student loan would be rehabilitated and all negative credit remarks would be removed from the credit bureaus.. They refused to remove any negative remarks from all three credit bureaus despite my repeated requests and requests from the new lender who now owns the loans. This in my opinion is a shady loan company.Desired Settlement: Remove negative remarks from all three credit bureaus as promised. My loan has been rehabilitated and you no longer own my loan.

Business

Response:

Thank you for

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

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

Postal Service on May 15, 2015. Please allow sufficient time for postal

delivery.

Review: A bit over two years ago I consolidated my student loans and was unable to select a loan servicer (a feature that since is allowed). SallieMae (now Navient) was auto selected as my loan servicer automatically. During this time frame, I have had a ton of issues doing my yearly renewal for an IBR plan (this year had to submit the document 3-4 times). I recently had my account was marked delinquent even though I have a payment in the system that is just sitting there. Also, they seemed to move my payment due date up by a day with no explanation. I have made many communications to the company and 99% they go unanswered. I had a much better servicer when I was under Great Lakes and want my loan transferred to this servicer. Navient (SallieMae in the past) has either refused or ignored my request.Desired Settlement: I am tired of getting the run around from this company and rather be with Great Lakes, who actually communicates with their student borrowers. I want the delinquency removed and my loans transferred to Great Lakes under the same IBR plan. Once transferred, I can work with Great Lakes to correct my plan if necessary. Unlike SallieMae / Navient, I know I can actually get responses.

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 11, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: -Customer service is not based in the US for Private Loans, cannot understand customer service/call center personnel

-No electronic way to collaborate with the loan servicer to lower loan payments for private loans (via extension)

-Refusal to consolidate private loans into a single loan with an affordable paymentDesired Settlement: I want to know why I can't receive information about extending my payments electronically, and why I can't consolidate my six loans into one loan that's easier to track payments for, and thus make it easier to pay you.

As for the call center personnel, I don't really care why you'd outsource call center care for people with American dollars (and thus, American financial problems) but I think it's pretty ridiculous that a business that purports to work with "more than 12 million customers" in an inflated education cost economy would feel the need to cut expenses here. There's also a human factor here: nothing quite like telling a foreigner that you're having difficulty paying your loans and balancing your budget because of it and they can't empathize with you.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on May 19, 2015 and resolved the

issue with the customer.

Review: My complaint is regarding Navient's handling of my student loans. I took out loans to help pay for my college education at [redacted] in Kirkland, WA. I have always made my student loan payments on time through Sallie Mae. However, once my loans went into repayment the amount of the payments was much higher than I could afford, as I have only been able to get a low paying job that has nothing to do with my degree. Sallie Mae at one point let me defer for 3 months if I paid them around $150. Navient, once Sallie Mae switched over to them, has been completely unwilling to work with me, has taken unauthorized money out of my account, and has constantly harassed me.

I called them when my deferral period was up to make new arrangements, and was told over and over again that I have to come up with the money and they did not care if I could afford it or not. Eventually someone told me that they would be able to put the loan into forbearance if I made smaller payments. This in itself does not make sense, as they just basically were charging me to not apply it to my loans. I authorized a one time payment, and they put me on an automatic debit for that amount even though I specifically authorized only one payment. When I called, I was given the run around, told that I was lying and had authorized it, was not allowed to speak to a supervisor, and told that they would review the call. They never did. Every time I called back to check on the status, they refused to talk about it and kept just asking for money.

Eventually further payments showed as due on my account, which when I agreed to the forbearance, I was told there would not be any more payments due during that time period and the forbearance would be applied to all of my loans. They did not apply it to all my loans, and when I saw payments due on my account, I went ahead and paid them which was my mistake. I thought maybe there was one last one I had to pay. When they took the duplicate amount out of my account from the forbearance in addition to that, I called them again and asked them what was going on, and where those other payment amounts had come from. I talked to multiple different people, including a supervisor (only after getting very upset and refusing to talk to anyone else), all of who could not tell me where these payments were even coming from, refusing to look into it, and refusing to give me any of my money back.

To this day, I have no idea what my real payments are, why I was being charged for a forbearance that did not get rid of my payments, I have not received any money back from the unauthorized charges made to my account, and I have been harassed multiple times daily at all times of day looking for payment. This is always an automated call, and when I call back I can never get anyone knowing what I am talking about. These calls have come in as late as 8:30pm PST, even on Saturday and Sundays.

Even with all the payments I have made in school and since, my loan balances have remained the same or increased, not decreased.

To top that off, they obviously are not careful with privacy as I have received a call from them with another person's account information left on my voicemail, and they somehow got ahold of a family member's telephone information and have been harrassing them with phone calls as well, some for me and some for another completely different person.

All of these practices are extremely frustrating and concerning. All I want is to ideally be able to defer my payments for a little while as I work a low paying job that barely covers my bills. I would even be happy if I could work out a payment plan with them that I deem affordable. I can't pay them money that I need for rent. I think these their behavior, treatment of their customers, and business practices need to be reviewed and they should be held accountable for the extremely unacceptable way they are treating their customers.

Unauthorized debits of bank accounts, harrassing phone calls, leaving personal information both for myself and other unknown customers on my voicemail and that of my family members (who I still have no idea how they got ahold of personal information of my family members), refusal to acknowledge or follow-up on the issues, and rude and unethical treatment of me as a customer and an individual are all incredibly serious offenses that need to be looked into in depth.Desired Settlement: I would like to have the option to defer payments due to financial hardship. If this is not a possibility, I want to be able to work out a very low monthly payment that I can afford. There need to be no more unauthorized charges to my account, and they need to refund what they took without authorization. They need to be able to give me a consistent payment amount and need to be able to account for where my money is going.The harrassing phone calls to myself, my old residence, and my family members needs to stop. Lastly, they need to take my concerns and my situation seriously, and make a genuine effort to work with me.

Business

Response:

Thank you for

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

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

Postal Service on May 22, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: The website at Navient, which is collecting my student loans, is very, very slow. I believe this is done deliberately by the company to increase the number of late fees they can charge, as it makes it very difficult to make repayments. In addition, the website navigation is very difficult, and errors are frequent. Each page takes approximately 45 seconds to load. In addition, if I click on "pay federal loans", and then realize I want to look at a summary of my loans overall, there is no way to navigate directly to that page. The only option is to click back on the browser, but this usually induces an automatic error message.

Additionally, I had loans with both low and high interest rates, and Navient arranged the loans in a way so that I must repay all the loans at the same time. Of course, I'd much rather pay off the high interest loans first. I believe Navient did this on purpose to trick their customers -- this is abhorrent. On top of this, there is no way to arrange automatic debit for all loans at once -- for this, I need to sign up for each group of loans individually. Again, this seems calculated by Navient to maximize the hassle associated with paying loans. They must be doing this on purpose to maximize fees.Desired Settlement: I would like Navient to (1) invest more money in their server to make it faster, (2) Stop the practice of grouping low and high interest loans, (3) allow everyone to sign up for direct deposit on all of their loans at once, (4) improve the navigation on the website so that you can go from anywhere to anywhere.

Until they do this, this company should not be handling 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 May 27, 2015. Please allow sufficient time for postal

delivery.

Review: I attended Brooks College back in 2004 , graduated 2006 its a for profit school.

I tried numerous times to try and get job through my school but was unsuccessful . I had to move back home and find my own employment. This school robbed every single student , I have about 4 loans in which I'm not sure why. They overcharged us and made us sign for them stating it was time to reapply for loan because we didn't have enough money for tuition and board. Being a 18 years old in another state thousands of miles away from home I was afraid that I would get kicked out and my mother would have to fly all the way to California from NY , I was determined to make my mother proud and stick it out and deal with the bill later hoping I would get a high paying job.

After 7 months of graduating I finally find my own job at [redacted]'s , doing nothing of what I have learned or was shown to do at my internships. 2008 I found out Brooks College shut down and was being sued by the City of Long Beach, CA from students complaining of loans and not creditable degrees. 2010 Students involved were awarded and loans were discharged. I unfortunately was not included because it wasn't my year they proven affected a lot of students. So now here I am 21 stuck with a 50k loan from a Associate Non Degree. Which they are not 80k because I don't earn enough , I have a 4 yrs old I live alone and have a lot of bills. I have tried numerous times for help and Navient reps are the meanest, asking personal questions about my life and what I shouldn't do and why do I have to put my child in a daycare cant someone just take care of him where is the father isnt the father providing child support, have I tried applying to food stamps etc . I am severely depressed and anxious every time I get a call from them. They think we aren't humans and dont have other bills. I wish they knew how hard it is to maintain nowadays.Desired Settlement: I would like my loans discharged due to the fact that this was [redacted] College wrong doing and over charging students.

Its not fair for the students who put all trust in financial aid office and its Sallie MAE FAULT for approving it and not flagging what seemed to be excessive loans in short periods of time.

Also learn how to train these is better its not right what they are doing. its invasion of privacy and if I gather enough I will be suing Navient for emotional damages to me.

Business

Response:

Thank you for

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

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

Postal Service on June 9, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: I am in repayment of my student loans. I have called and emailed Navient to solve these issues prior.

I am in a graduated repayment plan, which is outlined in my Master promissory note, and:

My payment plan is not being followed. I am enrolled in the graduated repayment plan, where my monthly payments are suppose to follow terms Navient has outlined for me. The repayment plan show me only paying $139.93 this month, but for the past few months Navient has automatically debited much much more, and my payment for this month is about about 50% more than what is outlined in my repayment terms. Last month my payment should of been $139.93, but $205.32 debited from my checking account and applied to the loans.

Why is my repayment plan outlined by Navient not being followed? The amount that is being automatically debited from my account is not even shown on the repayment plan outlined by Navient, its like Navient is randomly taking money from my account and applying it randomly to my accounts.

In my master promissory note under the graduated payment plans, there is a section that states:

"When a payment received, it will be apply... first to the unpaid accrued interest,

then to the loan principal balance."

My payments that are being automatically withdrawn from my accounts are not being handled this way. On loan 7 & 6, my auto-debit payment is not covering the total accrued interest. There was $48.47 amount that was applied to the principle of four other loans (Reference payment made on 5/21/2015), but my monthly accrued interest was not payed in full, and is being capitalized. I know this because I just paid an additional payment and the entire amount went to interest, when the amount that is debited each month is obligated to cover interest first (which is stated on my repayment terms statement).

I would like Navient to follow the repayment terms outlined on my statement dated 6/19/15, which show that this month and the next payment will be $139.93, and then jump to $191.38 in September, then ect..

I feel that it is reasonable for me to ask Navient to follow the repayment plan I have enrolled into, in which Navient outlined the terms, and would like Navient to stop negligently withdrawing money from my account and erroneously applying it to my loans.

There is also a not in my MPN that states "no single payment may be three times that of any other single payment", and Navient does not adhere to that statement. On every payment I have made, there has been at least One payment (usually 2-3) that are more than three times that of another single payment. And the extra money is being applied to my lowest interest loans, allowing my higher interest loans to continue to capitalize interest.

So to summarize, Navient is not adhering to my Master Promissory Note that states, they must follow my graduated repayment plan & they are not following the agreed upon MPN where it states " no single payment may be more than three times greater than any other payment".Desired Settlement: Would like Navient to follow the graduate payment plan, granted to me in my MPN

and

would like Navient to stop applying money to single payment loans where the payment is 3 x more than any other payment.

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.

Consumer

Response:

Review: There are two accounts on my credit report with accounts numbers [redacted] that currently have the following late payment being reported: 190 days past due as of Sep 2014. There is no way these accounts could have been late as they were in deferment and then were consolidated into a new loan. I have disputed this with the credit bureaus multiple times and they have failed to correct it. Also, they failed to mark the account as in dispute which is a violation of the Fair Credit Reporting Act.Desired Settlement: Please delete this account or remove the late payments from my credit report to reflect 100% positive payment history.

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.

Consumer

Response:

Review: This complain involves school loans. From 2004-2006 I took out school loans from SallieMae. The loans were subsequently sold/transferred to Navient about 2014 for reasons unknown to me. Since the transfer, I have been unable access my loans. Apparantly, I am setup to receive information from Navient electronically. But I have been unable to access the website for many months. When I use the self-help guide on the website, it never works. There is also no phone number to call to assistance to my loan type. I decided to call an assistance line for a different product type. The woman who answered was unable to help me and told me that the company would investigate the issue and get back to me within a day. That was several days ago. I am still in the dark about my own loans! I recently received an email indicating the company will be withdrawing another payment from my checking account. Clearly, the company has no problem taking my money. It just refuses to give me access to my loans. Through its policies, Navient has effectively blocked me from accessing my loan information online and fails to provide technical assistance to resolve the problem. I don't know where to turn to now.Desired Settlement: I would like (and need) immediate access to my financial information. Navient has no right to continue blocking me from this information.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on August 20, 2015 and resolved the issue with the customer.

Review: I made my final student loan payment with Navient back in April 2015. I actually overpaid the loan by 12 cents, just to make sure any additional interest that may be tacked on before the payment was processed would have been covered. I have statements from Navient showing that I overpaid by this amount. Fast forward to August 5, 2015, and I still had not received a refund for this overpayment, nor had my loans officially been closed and declared "paid in full". I contacted two different customer service reps that day. The first one told me that I had actually UNDERPAID my loan, but Navient would waive it and all was forgiven. She couldn't understand why I continuously informed her that I had proof that I had actually OVERPAID it; at one point, she actually told me "well, we waived it, so I don't know why you're upset". I paid you guys well over $50,000 in the course of my loan payments; if I'm due a refund, however small it may be, I want my refund. I then spoke with another customer service rep who took one look at my account and confirmed that I had overpaid and was due a refund. Nice to see someone actually look at my account. She transferred me to a supervisor who informed me that Navient does not automatically issue refunds of less than one dollar and that those customers have to request a refund otherwise no refund is issued. Isn't that skimming pennies? Isn't that a scam? Isn't that the plot of Office Space? I informed the supervisor that, yes, I wanted my refund, so he requested all my bank account information to initiate the refund and informed me that my refund would be in my account in 5-7 business days. The supervisor also informed me that they would close out my account and issue me the "congrats, you've paid off all your loans!" letter. THANK YOU. That's what I wanted. Did it happen? Of course not...

Fast forward to August 28, 2015. STILL no refund. STILL no letter in the mail. The only thing that happened is my online account now reflects that all my loans are paid off in full. Which is true. So, I called customer service again. The representative I spoke with this morning verified that my account indicates I am due a refund and transferred me to another supervisor regarding this matter. This supervisor informed me that because my student loans were closed out and reported to the credit companies back in April 2015 (which I know for a fact they were not closed out until mid-August 2015, depsite final payments back in April 2015), that they could no longer issue me the refund. WHAT? He informed me that I would have to authorize Navient to reopen one of my loans with a balance of $0, after which they could issue me the refund I am due, and then I must wait 2 full billing cycles (60 days...) and then they would close out my loan and it would say paid off in full. He swore to me that this would not negatively impact my credit score in any way, but quite honestly, I'm not believing that for one second. Considering I've been dealing with this matter for some time now, and appear to have to deal with this matter for an extended amount of time, it was time to report this matter.Desired Settlement: My desired outcome is in four pieces: 1) I was the refund that I am due (all 12 cents). 2) I want my account to be closed and listed as paid in full. 3) I want the credit companies to be notified of this issue, so my credit score is not impacted in any negative way. And 4) I want my letter of confirmation that ALL my loans have been paid off in full. I dilligently paid off my loans. I just want the refund I'm owed, and then I would like to wipe my hands of Navient forever.

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 4, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: I have been continually harassed by Navient since July 2015. I co-signed with my daughter for a student loan and it now in repayment status. Due to economic hardship she was told that she qualified for a program which would lower her payments. CSR explained the 3 payment options available, two of which he stated needed management approval and one that he could automatically place her provided that she set up 12 reoccurring draft payments from a checking or savings account which she agreed. Once first draft payment was received I get a phone call stating that she did not qualify for the program and it had been determined that I could actually afford to make the full monthly payment. I referred back to previous conversation and arrangements with CSR from just days before to be told that I was given the wrong information. After back and forth comments between me and CSR it was suggested that my daughter and I just resubmit my financial information again. We did and payment arrangements were set up for a second time. Days later I get another call after a second draft has been made to be told that again we had been given the wrong information and she did not qualify for payment plan. At this point Navient CSR tells me that while she placed me on hold that she has run my credit report. This was done without my consent or my knowledge. I was then told that Navient has determined that I can afford the full make the monthly payment. I receive 10 plus calls per day and each time it's a different representative trying to force me to make a payment and refusing to provide information that I've repeatedly requested (ie. username and password) to be able to access account information. When I ask for this information I am told that because information in past due it can't be given to me. I've repeatedly attempted to reset information but no luck. I have received phone calls from Navient as late as after 11:00 p.m. and this is just ridiculous. I have a list of CSR's that have been beyond rude.Desired Settlement: Adjusted Payment Plan approval

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 29, 2015. Please allow sufficient time for

postal delivery.

Review: I was called by a collector on my student loan. When I advised I was having trouble logging into my account in order to apply for forbearance, as I'm going through financial hardship, he advised he could help me but first I'd have to make a payment. I advised I could not make a payment and wanted to log in to my account to apply for forbearance. He advised he could do that for me - after we were done, I asked to transfer to someone who could help me with my login issues and he hung up on me.Desired Settlement: I'd like a rep from the company to call me and resolve my issues logging in. I'd also like to have the collector that called me forbidden from contacting me again. I have no problem attempting to resolve my student loan - but I will not be harassed or intimidated by someone who thinks that by speaking quickly they can get me to make a payment when I'm not in a position to do so and I have all rights to not do so.

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 20, 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: Navient has consolidated my husband's student loans, as of August 2014. The total balance reflects the original total balance of his loans, as it should, as Navient explicitly said they had consolidated all of his loans both verbally and in writing. However, my husband still has a remaining balance with Great Lakes. His total balance now, as stated on nslds.ed.gov, is much higher than the original balance that he had before going through with the consolidation, signaling that we are now paying double for all three of his loans that he has through Great Lakes. I have made countless calls between the two companies over the past three months trying to figure out where the miscommunication is between the two companies, but each one continues to redirect me back to the other company. Navient continues to insist that they have consolidated all of my husband's loans and Great Lakes continues to insist that they have never received any consolidation notifications whatsoever.Desired Settlement: 1) We would like for our total remaining balance to be brought back down to what it was originally at before the consolidation.

2) We would either like to be reimbursed for the loans we have been double-paying for over the past 4 months or have it entered as an extra payment on my balance.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on February 17, 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.