Navient

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 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: Hi,

I have encountered on multiple occasions what can only appear to be obstruction to put current loans into repayment. I have worked with their customer service team dating back to 2/24/2015 providing all the documentation they have asked for to prove graduation as well as to waive a 6 month grace period. Initially, I was told that the grace period could not be waived. Then I was asked to send them documentation asking to waive the grace period. I send them the documentation as asked. I then find out 2 weeks later that not only is the grace period not waived, the account has not been put into repayment. I am told that they still see me as in school, even though I provided a copy of a diploma proving graduation. I am then asked to send proof of graduation from the college registrar. I fax this to them as asked. I am told they never received it. It's simply outrageous the amount of time I have spent providing documentation they should be able to acquire from a clearing house. In total, I estimate having spent upwards to 4 hours now, between phone calls and preparing and sending documentation.

This has been, without a doubt, the worst experience I have ever had with customer service. Being put on hold for extended periods of time and hearing laughter in the background. Being put on hold and then passed to another rep without being told this would happen. Of further note here, I made it clear that because of their inability to put my loan into repayment, a current application for a home mortgage was put into jeopardy. Requests to expedite were responded to with silence, until eventually being told to upload proof of graduation through their online tool. After doing this, I am put on hold for another 20 minutes. I am then told that this could take 72 hours to apply. Simply and utterly impossible customer service, and still unresolved.Desired Settlement: Put my loans into repayment, allowing me to submit for IBR or Graduated repayment plans as well as to setup auto debit. It really appears that the lender is disagreeable to allowing borrowers from beginning repayment early and deducting .25% from ongoing interest by setting up auto debit.

In addition, Navient should be responsible for the amount of time and stress this process has taken. I'll leave it up to them to determine what they feel is adequate recompense. Somehow I doubt they will do or say anything regarding this shameful and time consuming debacle.

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 23, 2015. Please allow sufficient time for postal

delivery.

Review: I have a private student loan out with Navient that I am close to paying off. I have attempted to contact them several times by phone and email regarding information about paying off my loan and information regarding questions about my payments that have been applied to my account as it seems a $1,011 payment is missing from my account information online.

I have sent emails but everytime I get a response back from my email rep. named Heather saying that because of the status of my loan they cannot provide me with the information I am looking for and to call protfolio management with an 800 number provided. Every time I try to call that number I get recordings saying the office is closed and no hours or days open are provided on the recording. I have called Navient directly and everytime no one answers and I get transferred to different voicemails where I leave messages and never get any responses back.Desired Settlement: I would like a phone call where they can answer my questions I've been asking. Mainly about getting proof my loan is paid off once I make the final payment and also I want information regarding the $1,011 that was sent to them for my loan but I cannot see it applied or processed on my account. It's a simple solution. I just want a few answers for my account and to be shown proof of the $1,011 being applied to my account or I want to know who I can contact directly regarding getting answers for my questions instead of voicemails and with no responses and email responses saying they can't answer my questions. When I email asking who I can contact since no one is returning my calls I get the same response. I highly doubt that a response of WHO can answer my questions regarding my account is against company policy.

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 6, 2015. Please allow sufficient time for postal

delivery.

Review: Since having this loan (sallie mae) there has been problems with my payments not being posted.after receiving several letters /calls the payments finally are found.Now that the name has changed the problem has started again along with an increase in balance.I have had this loan better than 30 years as my daughter graduated in 1995.payment made are 113.00 monthly loan was 12,985.33. You do the math this loans should be paid off.I have NEVER MISSED a payment.I would appreciate some investigating into this loan as the harrassment of payment has become annoying.Im sure there are people who doesnt make payments but I AM NOT ONE AS I HAVE COPIES OF ALL MONEY ORDER RECEIPTS IF NEEDED.Desired Settlement: For loan to be paid in full as it should be and possibly refunds as the total paid already exceeds beyond the balances owed.

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.

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: First as sallie mae I was told I have to pay $1000 + /month and there was no other option to clear it besides deferment. After using up all my deferment they finally said there was this one program in which they can reduce my interest to 1%.

I went two years without a steady job and no reliable income to accrue $14,000 in deferment costs. If there is recordings of me talking to their customer service you would hear me asking multiple times for any other way to go about things.

Last year that 1% program had me paying $425/month. Way more doable than $1000 +

Now as Navient my loans come up as $260 on the website. My payment is $625.00 per month. The interest is apparently more than my loan at 3%.

The interest is not even shown to me on my web page when I log into their website. I feel by the information they choose to leave out they use to leverage on low wage consumers.Desired Settlement: To deduct unnecessary interest they tricked me into accruing by not telling me I can do a payment plan that was reasonable.

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 5, 2015. Please allow sufficient time for postal

delivery.

Review: In December of 2014 I was sent a letter by "Navient". It said in this letter that if I didn't make payments towards my student loans that they would send all my information to a collections agency. In order to resolve the issue "Navient" and I set up a payment plan (which I was basically forced into. I'm unemployed and had no money to give). We set the amount at 283 per month, which would be taken out of my account on the 28th of each month. I had been struggling to make these payments, borrowing money from family and friends. In May I looked up Navient's number online so that I could tell them that I wouldn't be able to make a full payment that month. The women on the phone looked up my information and said that no one had set up a payment plan with me and that they had not been getting any money from me. In shock I went back to that original letter that I had been sent by "Navient" and gave all the information to the women on the phone. None of the information matches she told me. Not the account number, not the payments due, not even the phone number! I called my bank right away and they put a stop payment on the payments, however Navient, the real Navient, has yet to help me in any way. I would expect they would want to find out who this impostor was and resolve the issue. Instead they send me an email saying that I will own 379/month starting in July. I'm in total shock. I need them to call me. Every time I talk to someone on the phone they say that they'll have someone call me, but no one has. It's getting extremely frustrating. I don't know what to do at this point.Desired Settlement: I would hope that Navient would understand the severity of the issue rather than just ignoring it. They should call me so we could talk about all future payments and about what they will do to resolve this issue.

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on June 16, 2015, and we are working with the customer directly to

resolve the issue.

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.

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: Navient is reporting inaccurate duplicate information on my credit report. It is stating I ma n bankruptcy ad that I have 27 student loans . After speaking with a supervisor at Navient, named [redacted], she stated to me that this is an issue with their internal software that has been affecting millions of accounts and that it has been going on for over a year and that they are working on it but have no resolution in sight. I asked about how this is affecting our credit rating and the ability to receive new credit. She has tried to be helpful and has told the other departments that the requested information has been sent numerous time she gave me the number to the customer advocate in escalation for a resolution because they have to respond. I need this resolved because this has greatly affected my credit rating and my ability to receive new credit without super low offers if any at all. If I am able to receive a credit card the rates are extremely high because of this incorrect reporting. I tried to sign into Navient's site today and it stated that because of the status of my account I am unable to view my account online. I am not in bankruptcy and it continues to report that I am. and that I owe 9696.00. The rep I spoke with today in escalation told me that is incorrect that I owe 1300.00 dollars and It is on 2 accounts one for 432 and one for 900 something. They are not even sure where these other accounts came from and if so they should be removed because they don't see them. I have had o send this in writing which I have done repeatedly and also send a copy of my report repeatedly to show they report. by the way I have to buy these reports to send them in each month. and they aren't cheap or free and they keep saying they show received but they don't know where they were sent, please resend month after month, they have to have more oversight than this because they are holding my life hostage at this point. want to pay this balance off in full but want to pay the correct amount and never use them for anything again.Desired Settlement: escalate this corrected information to the 3 bureaus and give me the correct pay off balance, once it is received, accept this payment in full and never contact me again

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 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 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: 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: 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: they fail to insure loans are going to schools that are following through on there promises or going to student that don't meet academic requirements.

Beginning in 2008 I attended [redacted] College, taking out loans with Sallie mae to cover the cost. But to my dismay I had to take out a private loan through [redacted] to cover the rest of the cost not covered by the Sallie mae loans. Needless to say I didn't do well at the school flunking out on 10/08/09. Foolishly I thought that I had these loans and the only way that I would ever be able to repay them was to finish a degree, so I started looking for another school which lead me to [redacted] university. I was admitted to the school on 9/16/09 and did marginally better but still flunked out on 6/24/12 after retaking some classes. With the same mind set of I need to finish a degree to pay for the ever growing loan amounts I searched for another school which lead me to [redacted] tech online. Again I was admitted and did even better then at the last two schools. I believe the only reason I did better at each school is because I had gained experience in the course's taken at previous schools at first I had to get help from someone who know how to write computer code just to understand what was going on, after I got a couple classes behind me I'd gotten a good idea of what was what but still having some trouble with the classes.

It is my contention that I should have never been admitted to nether [redacted] University or [redacted] tech online based on my previous performances at the other schools. My academic record at [redacted] College alone should have and be enough for them to deny me admittance to the schools. Furthermore, my high school transcripts should have been a indicator to [redacted] college that I was not college material.

If the schools had acted in my best interest by not admitting me instead of the corporate interest of making money then I would not owe over $80,000 in student loans today that I have no hope of ever paying back.Desired Settlement: I feel that because the schools I attended where only in it for the money and Sallie mae failed to provide adequate oversight that the loans should be dismissed

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on November 10, 2015 and resolved

the issue with the customer.

Consumer

Response:

Review: The required income based forms were submitted on April 20, 2015 and no one processed anything that was submitted. I called in June when I received a bill for almost $600, an entire paycheck for my family and explained that I submitted paperwork to give us relief from high student loan payments. The gentleman said he found my paperwork and it would get processed right away. Well half my paperwork was processed but no one bothered to read the note submitted and adjust my income based on my current income, not my taxes. I called in August and after talking to 3 people including a supervisor I was told our payments would be zero ($0) and received a letter in the mail and a bill stating that. Now I am still being billed and late payment notices are being placed on our credit reports. No one called us one time, sent us a letter in the mail, nothing explaining why I was told our payments were zero but not really because you needed additional documents from us. I called again in November and spent an hour on the phone and then was hung up on. I submitted the paperwork again today, but I have no confidence that it will be processed.Desired Settlement: I want my income based documents processed, our credit reports fixed and my current balance due $0. I should not have to contact Navient for an entire year to renew this if necessary. I submitted the original documents in April well before my first payment was supposed to be made in June. I am forced to do this again because no one processed anything in a timely manner, so this will last a year. I would also like in writing an explanation on why after 4 phone calls and all the correct paperwork submitted that I am still dealing with this 6 months later.

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 16, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

I had my loan through Sallie Mae and it was transferred to Navient. Navient is the worst company I have ever had to deal with, everytime I call it is at least 30 minutes if not more. I always try to submit my payments online, but their web site doesn't work half of the time. I will never use this terrible company for anything again in my life!

Review: I submitted my Income Based Repayment renewal over 15 days ago, and Navient's time frame for processing is very misleading. From the email they sent me upon my request: "We understand that you want a response as quickly as possible. It could take 5 business days for us to review and process this request for you. We appreciate your patience". Every time I call the company, they extend the processing time. From the aforementioned 5 days, to 15 days, and now 24 days. These extensions bring me closer and closer to a grossly inflated payment, and I am powerless to expedite the process.Desired Settlement: I would like to have my request processed, and my monthly payment lowered appropriately prior to my next 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 February 18, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

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

Review: I have been a customer of sallie Mae for 8 years and always send my student loan payments in on time and never once had an issue. My loan was taken over by navient and I continued to send in my payments on time, however the payments that were cashed were never posted to my account! My husband and myself have made numerous calls over the span of 4 months, faxed copies of cancelled checks, and spoke to to both supervisors and their accounting department to no avail! We even contacted sallie Mae to try and find the error. Navient told us that " we could just send extra payments until the issue is resolved"... But they already have my money and will not post it correctly, they even went as far as to send me a letter that they were going to send me to a collection agency! I have never been late on a payment, and I stress they already have my money for all payments due.Desired Settlement: Post the money I have paid for my bill to my account! And an apology for the hours of my wasted time!

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on February 24, 2015 and resolved the issue with the customer.

Consumer

Response:

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