Navient

Review: Navient calls at least 3-4 times a day and not during normal business appropriate hours. They call 7 days a week even after I have made a payment to my account they continue to call. I just made a payment this afternoon 3-10-2015 approx 1PM CST and they just called again at 415 PM CST. Every since they took over for Sallie Mae their customer service has been the worst it's ever been and just rude. I get calls all hours of the day and it's beyond the point of appropriate.Desired Settlement: Stop the excessive calling.

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 19, 2015. Please allow sufficient time for postal

delivery.

Review: My son has a student loan with the company. It is now due and I was a cosigner. We have been making arrangements with the company as student was not employeed. Myself and my son has called in and informed company that we would be able to pay $100 a month they stated that they would accept it but it was not enough. Company was asked not to continue harassing calls to myself, son and niece who also cosigned on a loan for him. This was on January 7, 2015. They are continuing to make harassing calls on a daily basis and are now calling place of employment. As conferred to the company we understand that the loan is now in repayment and will make every effort to pay on it monthly. We have asked that the calls stop and were told that they would. This is not the case.Desired Settlement: Desired outcome is for company to stop harassing calls to disputer as requested and agreed upon or disputer will file legal harassment proceedings.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on January 21, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I am trying to pay of a student loan, and the monthly amount due keeps changing every month, they increase the monthly amount due by $100 to $200 per month. I want to be able to pay a fixed rate per month, where I can still afford my other living expenses and be comfortable. When I talk to them the only way they can help is by these need based programs which do not benefit me, as my husband and I combined make too much to be in "poverty level" but they don't take into account that we live in one of the most expensive cities where rent eats up a lot of our income and we are still trying to save money. With the monthly amount constantly changing, it makes it nearly impossible for my husband and I to budget.Desired Settlement: I would like to have a fixed monthly amount due per month that will not increase in amount, and that I can commit to paying per month, so if I get a pay raise, I don't have to worry about Navient taking it away from me. I feel a reasonable compromise would be to pay $400 or $500 a month. I don't even care if that means it will take longer for my loans to get paid off, that is what I can comfortably afford.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on August 25, 2015. Please allow sufficient time for postal delivery.

Review: I was diagnosed with epilepsy and I am unable to work or finish school. I have been trying to get Navient to send me a disability form that my doctor can fill out that will forgive me of my loans. I have been trying for about eight weeks to get the form. Every time I call them they say it has just been mailed and I should receive it. They have also said I have been emailed the form and I have not received that as well. Navient said that they would hold off contacting my Co signer on the loan until I get this sorted out. They are calling the Co signer several times a day at their place if work. And they just sent my cosigner a letter in the mail saying they could garnish their wages if not paid. I have been trying to get this settled before the loans went past due. They have not worked with me at all. I just need the form so that I can have my loans forgiven and my Co signer does not get their wages garnished.Desired Settlement: That I would get the disability form in the mail and they would stop harassing my Co signer like they said they would. Once I get the loans forgiven he is not supposed to have to be responsible for anything.

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 18, 2015. Please allow sufficient time for postal

delivery.

Review: I applied for Teacher Forgiveness and it was rejected. Once, they rejected my Teacher Forgiveness application they put my loan in forbearance and raised my interest rate. When I called about this mistake and to get out of the forbearance they would not let me pay my October payment and told that me my interest rate should go back down by Oct. 29th. I did not ask nor did I need to go in forbearance - I just applied for the Teacher Forgiveness Loan. Navient can't explain why this happened and why I can't make a payment on my loan.Desired Settlement: My interest rate should go back to 3.5% and I feel they should compensate for this mistake and pay my October payment of $129.

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 30, 2015. Please allow sufficient time for

postal delivery.

Review: In the past 4 yeasts of repaying my student loans navient or Sallie Mae have taken my loans from automatic payment and somehow to not automatic payment. I also have been charged a late fee or 2 because of this. When I called and asked why, they would give me the run around about a system update or power outage that caused the auto payment to shut down. I never did get any money back from them.Desired Settlement: Refund money or late charges from router faulty equipment. Offer just forgive the loans entirely so I can get out of their trap.

Business

Response:

Thank you for

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

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

Postal Service on August 19, 2015. Please allow sufficient time for

postal delivery.

Review: I have been unable to access my online account regarding my student loans for over a year. I have made over 10 phone calls, each lasting over 30 minutes, trying to solve this issue. I have spoken to many supervisors and they have all failed to solve this issue even after assuring me the issue would be solved in a timely matter.

They have billed me late fees as well.Desired Settlement: Navient will allow me access to my online billing 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 January 20, 2015. Please allow sufficient time for postal delivery.

Navient is the worst company I have ever had the unpleasant experience of working with. After Sallie Mae split and became Navient and my loans switched to Navient, the due dates for my loans sporadically changed and I have spent hours, literally, on the phone trying to get it updated. At one point I even spoke with a manager, who had me wait 45 minutes on the phone while they "updated it on the spot," only to find that the dates were still incorrect for the next billing cycle. In addition, they also "lost" a payment one month. Every time I try to seek assistance, I talk with someone who can only repeat the same words and phrases that everyone else I talk to there says. I have yet to call and receive proper assistance. I've been calling to get the due dates corrected since early October, and have been told each month that changes would be effective the next month. It's been 3 months and nothing is fixed.

Review: I have Department of Education loans serviced by Navient. In April 2015 I decided to refinance select loans which had high interest rates with another servicer ([redacted] Bank (DRB)). I had two loans which had very low interest rates (loans 1-05 and 1-06) that I decided NOT to refinance and keep Navient as my loan servicer. This was discussed and clearly communicated with both parties (Navient and DRB). DRB overpaid the pay-off loan amounts, and both parties (Navient and DRB) indicated this would not be a problem and the excess money would be refunded to DRB. Navient did not apply the payments as directed (to all loans EXCEPT loans 1-05 and 1-06), and instead applied the over-payment to these loans specifically instructed NOT to pay off. I have called Navient numerous times every few days for the last 4 months in order to get these issues resolved and get the same response every time: "There is nothing I can do, my supervisor will call you within 24-48hr." I have had at least 15-20 different people tell me this and have received no calls, emails, or communications of any kind regarding this issue. Generally when I call a representative tells me that someone at Navient has canceled the requests that previous representatives have placed without contacting me at all to ask for additional information. I have called and asked to talk directly with supervisors for the last six weeks to no avail.Desired Settlement: At this time I currently have 2 standing issues that need to be resolved: 1.) On 6/1/15 a portion of these payments had been issued a refund check for $3130.86 which was mailed to DRB, however Navient sent this check without any identifying information that the money should be deposited into my account. DRB has no documentation of receiving this check from Navient, thus the check was either never sent/delivered or DRB received it and had no idea what to do with it given no identifying information and sent it back. This check needs to be reissued, including identifying information that the money belongs to Katherine Allen, or the check needs to be sent directly to Katherine Allen to avoid this confusion. 2.) A portion of the overpayment has still not been refunded. I am still owed $1027.59. Every payment applied to loans 1-05 and 1-06 on 4/10/15 needs to be refunded. Overall I am owed a total of $4158.45 for incorrectly applied payments to loans 1-05 and 1-06 on 4/10/15. Prefere

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on July 23, 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 have worked with Navient to get my loans out of default status and worked with them on a payment and interest rate reduction plan. After making the paid arrangements the company has not lowered the rates of either account. I have called on several occasions and they push me off several weeks. I call back and they say the same thing. The rate was to be dropped in July. It is now October and no resolution. Spoke with a manager and all they could tell me is that they would resubmit the application.Desired Settlement: I would like for this company to step up to their end of this agreement. And in a timely manner.

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:

Review: I fell behind on my student loan payments because of switching jobs and living without income for a month. When I called to see about deferring my payments for two months, they told me that I have to pay a $150 fee to do so, which was more than my monthly payments - if I couldn't do the monthly payments, then how could I afford the fee? So I told them I couldn't make the payments until February. In February, I started making my payments again. Since I started making my payments I have been receiving phone calls at least 10 times a day, even though I am working with them on payment arrangements (I have to wait until close to the due date to make the arrangement). The phone calls are made through the automated system and no one is there if I answer. Even on Saturday, when no offices are open at Navient!!!! No messages are left either. I can see calling once a day and leaving a message, but a call every hour is ridiculous. They start at 7 am and continue calling until about 7pm or so seven days a week.... Navient offices close at 6 pm (or so the message says when I call back) and only open Monday through Friday. I am getting complaints about my phone going off so often at work (I have my phone on me for emergency purposes, I have medical issues and need to be reached my other agencies if needed.) My account will stay in a delinquent status until everything is taken care of, even with the payment arrangements. I know this, but I don't need called every day about it! I have talked to the 'managers' about it and have gotten smart [redacted] responses from them. They also told me that they can call me up to 7 times a day.... is that for one call center or the whole company. I receive calls from multiple call centers, with the Delaware one being the most frequent. They also threatened to collect from the co-signer on my account, to which there is none! Only one employee has been helpful in this whole process. I am unhappy that Sallie Mae sold my account to Navient, whomever is running navient does not know how to do customer service. I never had this issue when everything was under Sallie Mae. Because my career is grant funded, I often have to defer my loans between jobs, and have been doing so for 15 years. Calling like this has never been an issue before. I have also asked to be switched back to Sallie Mae and was told that this was not possible.Desired Settlement: For Navient to stop calling me more than once a day if that and to work with me on payment options.

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 11, 2015. Please allow sufficient time for postal

delivery.

Review: I am seeking your help in removing me from a toxic, predatory, and an unsuitable private student loan. In 2007, my grandmother, and legal guardian at the time, who is now 74 years old decided to go back to school. I was probably 19 or 18 at the time. Anyway, she needed me to co-sign a student loan with Sallie Mae because she was living on fixed income. She had been disapproved for a loan on an individual basis. At the time of entering this loan, I had no clue what co-signing was. Though since then, I have had two delinquent hits to my credit report due to this shotty arrangement. Had Navient properly told me about the risks and dangers associated with co-signing, I would not have signed my life away. Navient never properly disclosed the terms or rates of the loan nor did they properly communicate that I would be liable should she default. Navient also failed to properly inform me when she was close to delinquency. I never had the opportunity to prevent these delinquencies. Also, Navient never communicated with her that her payments were not successfully posting, despite seeing that she was trying to make the payments. My grandmother is 74 years and is not the most adept and savy person with making electronic bank payments. And, she certainly did not have the proper mind-set and know how to handle such a loan at the time of entering this contract. And, I did not have the means, knowledge and experience to handle such a loan either. Since then, the loan's interest rate has increased by 600bps from 7% to 13%. This interest rate increased despite the current low interest rate environment. The loan was originally $9.3K, but it has since increased by 61% to $15K. I think this case worth investigating not only because of the toxic terms and rate hikes, but also because of the age and income differential involved with this contract. I do not think this legally sound for an organization to allow a minor or close to minor enter a loan for the benefit of his grandmother. I had no steady income as I was a full-time college student. And, my credit history was only 2 or 1 years old. My credit history outside of this loan is stellar. I have worked as an Enforcement Investigator and Bank Examiner. So, I have seen my share of shotty loan and investment contracts. This is blatant case of loan company making an unsuitable and predatory loan just for yield and interest income, with little care for risk management and due diligence. I beg that you investigate this case and that you make a decision swiftly.Desired Settlement: I wish for the most recent credit report to retracted and for my name to be released from this shotty arrangement.

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 12, 2015. Please allow sufficient time for

postal delivery.

Review: Navient has reported to the credit reporting agencies a record of 90 day late payments on this account. I had automatic billing set up on this account so my payments were never late. My late payments were due to an error in their system when they were unable to autobill the account. Since these late payments were due to an error with the online site I would like to request that you remove all any delinquent paymempnt history from this account and any reporting to the credit agencies. I have contacted them over a month ago with no response.

Also I would like an explanation why my monthly payment on the account keeps increasing, although the terms on my loan have not changed, including the interest rate and length/# of years.Desired Settlement: I'm requesting a correction to my credit report and the 90 day late payment removed from my history. Also an explanation for the increase in my monthly payment, although the terms of my loan has not changed.

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 6, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: From Sallie Mae to Navient, I have had continuous billing problems with this company. Originally, I was put on a payment program which was stopped without my knowledge, yet the payment was still withdrawn from my bank account. This occurred in April 2014. It took until around August 2014 to "fix" the issue. In which I was put on a different payment program requiring a higher payment plan. This amount is automatically withdrawn from my bank account monthly. However, EVERY month from April 2014 until now, I am called multiple times a day to inform me that I am in default. My loans are past due and they are having trouble finding the errors in where any payment plan exists. I explain my situation over and over. I'm designated to an account manage to ensure the problem is solved. Yet, every month there is a problem, the previous account manage doesn't exist and my payment is still withdrawn from my account. I'm always given different answers and was told that this payment plan was effective until February 2016. My credit is shot due to this company!! They refuse to correct anything. Furthermore, my father consigned a loan and his credit is now shot too for a loan that is being paid on, on time, every month!! I'm beyond frustrated for this has been going on for a year now. I have no idea how to fix this or where to go from here. Please help!Desired Settlement: I want mine and my father's credit repaired for false credit reporting. I also want to continue on the payment plan without it disappearing every month. There should not be this many issues with an agreement that has been in place for some time.

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 15, 2015. Please allow sufficient time for postal

delivery.

Review: For the past 3 months I have received 2-3 phone calls per day at the same time 8 am and 6pm or 7 pm from Navient. I get 3 sec voice mails and sometime just chatter on the voicemail. I have explained to Navient customer service that at this time I can not afford to pay them due to the amount of money I currently make. Yet they proceed to call everyday twice a day and on Saturday also. I have always been courteous to the customer service agents and have ask a manager to please not call so much. This is becoming very inconvenient and harassing.Desired Settlement: I understand I owe the company for student loans. I would like the phone calls not to be so much. 1 phone call a month is sufficient not 2 phone calls a day especially on Saturday mornings. I am willing to work with Navient to attempt to pay my 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 April 7, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

I dont get how sending me a bill in the mail resolves this matter! Although the business has not confirmed they will not call as much as they have the phone calls have stopped. If Navient decides, however to contact me as much as they did before I will take the necessary steps needed to male them stop.

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 used to have my student loans through Sallie Mae. I was notified ahead of time, that this other company whom I've never heard of before was going to assume ownership of them after Sallie Mae had divested.

Once, this started the same bad billing practices continued. Here is my situation - The bill is due the 4th of every month - not an issue for me at all. I get paid twice a month - in the middle and the very last business day.

However, for a rate reduction because they won't let me consolidate my loans into one flat payment. You have to call them - they then schedule it for a year. However, they tell you its through a month, but its only up to. So, let me explain.

The program is setup to account for 12 months right? So, if it starts in september 2015 it should through september 2016. WRONG. They will take the last payment out in August. So, basically the payment that would be due August 4th will be charged and thats it. So, its really only scheduling UP TO not THROUGH.

So, then I call 9/14 to deal with Navient and A. The customer service rep wants to treat me like I'm stupid.

Let's touch on that. If a bill is due the 4th every month - if I had manual control of me paying that loan. I'd pay it out of my last business day of the month check. For example, 9-30-15 id be paid. I'd schedule a payment for the 10-4 amount that is due.

Simple right? Not according to automatic debiting practices of Navient. They can't seem to get their act together and bill my checking account before the due date every month. Despite me explaining how I get paid and when I get paid. So, then I get the automated calls and nasty grams and "assurances" that my credit report won't get penalized.

So, you blame a customer that has no issue with paying 95 percent of his other bills on time or early and want to blame me on an automatic debit process that you FORCE me to use. You then treat me like I'm stupid and don't understand due dates on bills or basic math. Sorry, I excelled and graduated in my primary education and I earned my bachelors degree and I'm pretty sure I can do basic addition and subtraction.

So, in Summary

A. Fix your billing issues

B. Don't treat your customers that are trying to meet their debt obligations like they're stupid.

C. Offer consolidation options and don't FORCE people into a system that is clearly broken.Desired Settlement: Corrections to my credit report so it will no longer penalize me and yes they may be tied to Sallie Mae but Navient used to be apart of that.

Consolidation of the loans. One interest rate. One payment. Period.

Business

Response:

Thank you for

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

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

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

postal delivery.

Consumer

Response:

The only correspondence I received from Navient was that they tried to email me and my spam filters were broken (which they are not). I receive notices from them about my billing, etc, etc. So, not sure what they are trying say they sent.

Review: Navient has placed me into collection services without any proper formal notification or letter in regarding to the above matter. I found out when applying for a mortgage to purchase a home. All the Lenders refused to provide any loan approval because of this issue. I have called Navient several times in the past and being transferred from one representative to another representative who has no idea how to answer or resolve this issue properly.

Today, I spent a considerable amount of time talking with Navient. The same thing happened, one representative transferred to another representative. One said that I had two private loan accounts in collection and that person cannot elaborate anything further and transferred me to another representative. Finally I was instructed to call [redacted] This time, the representative asked for my social security numbers, full name and State of residency, he could not find any collection accounts. He asked several times to make sure, and he cannot find any collection accounts. I asked him if he cannot find my name in any collection accounts and why Navient submitted me to collection without a proper formal notification. I even told him that Navient has sent me an invoice to my office several months ago and requested for a huge amount payment that was more than $15,000.00. I had no problem mailed out the check. I also informed him that I was very upset over the weekend and issued two separate checks with $1,000 each (for a total of $2,000); and what would happen to my checks when Navient cash them in and not resolve any collection issues. He could not answer my question. He then pulled my name out of a different data base and told me that I did not have any private loan for collection. I only have all Federal loans and two in good standing and two in late payments. The one with late payments have submitted to collection. I have not received any formal letters or notifications from Navient about the collection issue and Navient submitted them to collection without my knowledge. I do deserve the rights to know.Desired Settlement: Please remove my collection accounts for improper practice and failure of notification.

Business

Response:

Thank you for

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

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

Postal Service on July 6, 2015. Please allow sufficient time for postal

delivery.

Review: How this company assesses the late fees and repayment of late fees across interest that is due. Essentially you are asked to pay an amount not once but over the course of many months if you have one late payment. The fees are assessed and hit on your account AFTER the due date of the payment, therefore rendering your account in a late status continually. Example: My loan payment was due on 2/5/2015 in the amount of $ 261.07. I made a payment online on 1/30 for this amount. Today 2/5, I log on to find that I am now 2 days late with a $0.04 amount that was posted after the payment requirement date! The representatives try to tell me that they "spread out" the late fee from back in September of 2014 and this is still an issue for February?! This to me in unfair business practice. My credit should not continually be penalized for their lack of proper business accounting practice.Desired Settlement: Assess a late fee policy that makes sense!

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on February 12, 2015. Please allow sufficient time for postal delivery.

Review: I have made several attempts starting in December 2014 regarding a reporting error on my student loan. Navient has been reporting to the credit bureaus my loan as "derogatory" which is not correct. I have been making all my payments on time. I called the customer service department 5 times and each time I was promised a follow up email or phone call. The follow up email/phone calls never came. Each time I called, I wasted 45 - 60 minutes of my life, retelling my situation and being put on hold, to a call center in India. Each time being told, "All we can do is put a request in". I am filing this complaint because their mistake is hurting my credit report and hurting my chances of getting a mortgage.Desired Settlement: They need to report my loan as being up to date, not derogatory, to the credit bureaus. They need to do this 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 February 12, 2015. Please allow sufficient time for postal delivery.

Review: My student loans were transferred to Navient from Sallie Mae. I submitted an application to Navient in late 2014 to apply for the repayment plan. I submitted IRS income verification forms. The representative explained to me that this would take several months because many students were applying for the repayment plan. He stated that I should give them a call back in March. I called back in March and a different representative explained that my application was incomplete. However, the first representative said everything was good to go. I submitted a second application in April. I called back after April to see the process of my application. The representative stated that it was unacceptable that this had taken such a long time. She excused herself for the long process. When I called again on a different occasion, the representative stated that he would request the application to be expedited and that it would be ready in a week. I called back but it was not ready and so the next representative stated that Navient was not responsible for the processing of these applications. I called again in the month of June after submitting another application with a different income to update my application. When I called them about this update, the representative stated that it would be ready in 48 hours. I called again and the representative stated that the income proof was not acceptable. They require check stubs but the representative who stated that the application would be ready in 48 said it was ready to go. Naivient has given me the "run around". It is almost as like they want to to keep me from starting my payments.Desired Settlement: I would like Navient to process my repayment application and not give me different information every time I call. I would also like them to refund me the interest that has accumulated due to their incompetency of processing repayment application due to inaccurate information that their representatives are giving to the borrowers.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on June 23, 2015 and resolved the

issue with the customer.