Navient

Review: Navient has an automatic dialer that calls all day every day. It is constant; it is harassing; and it is unduly burdensome. I understand I was late this month, but these calls are absurd. I called to complain and they said there is nothing they can do and it is an automated dialer. It is out of hand. Today they called 11 times from this morning to just now. Other days it is more.Desired Settlement: Change these harassing policies/procedures.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on December 17, 2014. Please allow sufficient time for postal delivery.

Review: Every month I must call to have login information reset. This did not happen when the account was serviced by Sallie Mae. My daughter maintains the login information but each month, it no longer works and we have to call and wait at least 10 minutes listening to an automated message that does not pertain to our issue until we get a live person on the phone who can reset login again.Desired Settlement: Fix the login and reset our information so it remains the same!!!!! How do you expect persons to make payments online if they can't access the account with the login information they created?

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on April 28, 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: On 10/21/14 Navient mailed a letter to me saying my loan payments would be increasing to 862.55 monthly (althought I was told something different before they split and no one has record of it) and the deduction would ocur on 1/20/15. Navient has made this deduction on 11/20/14 which has seriously inconvienced me and put my finances in fiasco. I have spoken with many customer service rep and have expressed how Navient has stolen money from my bank account unauthorized. I have provided all the necessary proof and documents they require but this has not been corrected I also receieved an email saying the reversal would happen between 24 and 48 hours from the 24th of November. Then I was told the email ws sent in error and my refund request will be processed in 14 days. This will be the 9th day this is unaccepatable business practice and I am completely unsatisfied how this has been handled. I have fees of over 100 dollars due to Navient's lack business professionalism.Desired Settlement: I need this to corrected immediately !!

Business

Response:

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

Review: I mailed a check for $5,000 to Navient to be applied to my loans in October. In November they cashed the check, but the money has never been added to my account. I have called multiple times since January and spoken to two different supervisors who have verified that my check was received and cashed by Sallie Mae by mistake, but has not been applied to my account. They tell me every time that they are expediting the request and the money should be in my account, but after two months of trying I have gotten nowhere.Desired Settlement: I want the $5,000 plus the accrued interest for my 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 April 3, 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 trying since June to have them unlock my online account. I was in bankruptcy and discharged in May which is when they started sending emails and statements for repayment. However, I can't get them to unlock my account to pay online every month I call and get the same run a round. There is no update from the department to unlock the account. They sent me a letter to pay so I know they have my discharge. It is very inconvenient for me to have to call every month to make a payment. Please help me resolve this.Desired Settlement: My account to be unlocked so online payments can be made!

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on September 15, 2015 and resolved

the issue with the customer.

Consumer

Response:

Review: Prior to July 2015 I contacted Navient to get a loan deferment as I am a part time professor and work seasonally. I've tried to get full time work but have not been successful due to few opportunities. As a result, I do not have the funds to pay these loans right now.

Navient agreed to the deferment andsent a $0.00 balance bill in July. My account was debited anyway. The same bill arrived in August stating I owed nothing, and my account was debited again.

I called customer service and they are saying that collections debited from my account due to a payment plan. It makes no sense to me that there is a disconnect between collections and the department that issues my monthly statement.Desired Settlement: I would like a refund for July and August payments.

I no longer give Navient to debit from my 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 August 24, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: ive tried to pay off loan / and or asked for a reduction in loan payments and percentage rate., due to the fact im on disability. i've been givening false information and have been misled about making payments via credit card and for rduction in reduceded payment options.

every time you call your given complete opisit informationDesired Settlement: I would like to recieve a full disclosure of the contract infomation reguarding my student loan so I can make the proper adjustsments to either reduction in payment amounts monthly or pay off

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 25, 2015. Please allow sufficient time for postal

delivery.

Review: I have auto pay setup with Navient. Every month they process 2 of 3 loan payments and consistently fail to pay the 3rd. This requires me to manually log in, and figure out which of the accounts they fail to process. Then I have to specify the exact loan, and even tell it to ignore the fact that my account has auto pay and if I do this I will be making a double payment. They refuse to accept that their system is broken, and refuse to fix the issue when I talk to them. They then call and harass me telling me the payment is late when it is their auto pay system is utterly incompetent.Desired Settlement: The only acceptable outcome is for them to fix their auto-pay system so that it pays makes all 3 loan payments, and a written letter of apology from the person who fixes it, and the person directly responsible for the error.

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 23, 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. All three automated payments have actually been sent to my account instead of the usual two.

Review: This company has inacurrately and adversely reported against my credit report for lack of payment while in forbearance status. I have completed the required information while in graduate school and submitted all required information as requested. The forbearance was granted and I have provided school schedules and information as required for the forbearance. Despite my forbearance, the request for payment has been ongoing and this company has negatively reported inaccurate information to my credit report affecting additional funding, loan approvals as well as employment. This company is also in violation of the Fair Credit Reporting Act.Desired Settlement: Within 10 days of submission of my complaint (June 17, 2015), All negative reporting is removed from all credit bureaus to include Experian, TransUnion, Equifax, my forbearance is continued, and my accounts reconciled since they have been sold to Sallie Mae, Navient and Department of Education who are also misreporting my overall status and negatively impacting my credit report.

Business

Response:

Thank you for

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

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

Postal Service on June 26, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

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.

Review: I called in January to make a payment with whatever money I had (which was only $117.20). We had an agreement to pay $75 a month, so I was trying to pay a little extra. I have been in/out of work over the last 10 years, so making payments has been difficult. They told me that the contract had expired, and that we needed to do a new one for more money. I told them that I only had $117.20 now. They said that was fine. They crunched some numbers, and came up with $138.03 a month. Again, I told them that I didn't have that amount in January. They again, said it was fine. They would process the $117.20 that day (1/29/2015) as long as I could commit to paying $138.03 over the next 2 years starting February 25th. I told them that would be a struggle, but I would do it. I spoke originally with ** and then with a supervisor [redacted]. (Before they processed my payment, they confirmed what our deal was and that everything would be brought current and my first payment would be due on Feb 25th. They recorded me saying I agree, and then they processed my payment. ) On 2/23, I made my payment of $138.03. I called in on 3/25/2015 to make my payment but needed to dispute additional monies on my account that they never told me about. I originally spoke with [redacted] and then requested a supervisor. After waiting on hold for 10+ minutes, I spoke with Jennifer (supervisor), we had a long drawn out conversation about this situation (total conversation was 51:55). After giving me 2 or 3 different reasons as to why, she finally said that "she thought" that it was because the payment was processed after the statement was generated. That was over a month ago. That is pretty convenient, but whatever. Then they refused to take my payment without assessing me a $14 processing fee today. So, now I have to mail a payment that I am hoping with arrive and be processed before 15 as not to collect any more 100% late fees. (I am referring to a balance previously of $20.80 and they were charging me a late fee of $19.70. If I didn't pay the 12th of March-statement arrived the week of 3/16- that they were going to assess another $8.28 fee for being late). Supposedly, this will all be taken care of, but I won't believe it until I see it. She read back my address, which I hadn't lived at for 3+ years and an e-mail account that was not mine. Funny thing is, I get e-mails from Navient regularly, and this statement was mailed to my current address. Not sure why, in HER system, it was showing an old address and an non-e-mail address for myself.Desired Settlement: I would like my account to show a current late balance of $0.00, no late fees and an apology from the company for having me waste my time. I would like both of these in writing so I have a hard copy for my records.

I am trying to make good on my student loan that has done nothing for me. If I could turn the degree back in and cancel the payments and get my refund, I probably would considering the degree has not opened any "extra" doors that they claim a degree would.

The bad thing about this whole thing, is that I am only 1 person. How many students are going through the exact same crap as what I am going through? They are nickel and diming everyone (based on how I am being treated), so the company should be raking in the billions for profit. Not sure how that can be legal, but kudos to the man (or woman) who is in charge, living the dream off student's late fees.

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: On the 12th of December I called Navient attempting to get my private loan from CCI at [redacted] either reduced or stopped for the time that I am in school. I spoke with a representative named [redacted]. We spoke on the phone about the details of the loan. She informed me that the loan, because its a private loan, could not be stopped but during the time that I was enrolled at least part time in school but that I would only have to pay the interest per month which would have been 25 dollars instead of 245 dollars. I then repeated back to her, so because I'm in school my loan payments per month would be 25 dollars. She agreed that, that would be the amount coming out of my bank account every month on the 21st until my enrollment has stopped. Before the phone call was closed I asked again to ensure that the loan amount would be 25 dollars she again replied that yes it would be. A few days after the 21st I noticed that the charge of 25 dollars did not come out of my account and no one was calling to correct the issue. I called Navient to see what the problem was. Im not sure of the name of the person that I spoke to then but I ask them what the issue was. The representative informed me that there was no change to my billing amount and that what the representative told me was incorrect. I asked to speak with a supervisor so that I could explain the situation to them and to see if they could fix the problem. The supervisor said the same thing that the representative did not make any changes to my account and it was not going to 25 dollars per month. I then asked him to pull the call and listen to what the representative on december 12th told me. He informed me that I would not be allowed to hear the call but the "proper steps" would be taken to correct the representative for the mistake in information. I told them that because a representative from your company gave me information and it was confirmed more than once that they had to follow through with what they said. He told me that they would not be able to do that either.Desired Settlement: I am a college student. I am not able to continue to afford a 240 dollar payment every month and focus on my priorities such as school and my career. I am requesting that the monthly bill payments be reduced to the interest payment of 25 dollars as I was told it would be in december. This way my loan would not continue to increase and I would be able to afford my monthly payments keeping my credit protected.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on January 29, 2015 and resolved the issue with the customer.

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: This company bought my loans from Sallie-Mae and has since doubled my payment without notice. When I go to the website to try to look at the itemization of my loans and try to change my payment plan the website doesn't work. I get an error message each time stating, "your request can not be carried out at this time." I have tried several different times over a two week period using different browsers and it doesn't work EVER. When I try to call I am on hold for extended periods of time and either can't wait any longer or get cut off. I find this to be extremely irritating and extremely bad business. I have also stated my problems on Social Media and have received a slew of similar comments from family members and friends who have the same exact problems as I. Something needs to be done about this company.Desired Settlement: I would like my monthly payments to be back to the prior stated and scheduled amount that they were when Sallie-Mae had control of my loans. My prior payment was around $250 a month. They are currently around $500! I also request that the website get fixed so customers can view the loan content and ask to change the payment plan on their own!!!

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 1, 2015. Please allow sufficient time for postal

delivery.

Review: Navient has been calling from a Delaware number and as we answer it gets disconnected. They have continued to charge a min late fee and as a result sent a check in the amount of $125 to apologize for this on 12/29/2014 but continues to do it and add to the balance of the loan. Myself as the co-signed and [redacted] Spencer have notified Navient 12 times to work with them on a payment plan. the payment plan was established and they cancelled it without notification due to a bank error code on their end and turned us both in for collection. An additional payment plan was set up and they then notified [redacted] that they were being paid a fixed amount monthly and are not satisfied with this. They have completed a financial evaluation on Dan Spencer but not myself. However we were notified that they assumed we could afford a payment together of $280 without discussing this with us or notifying us of this change. The monthly charge is up to $791 due to the charges they continue to add onto the payment. We are willing to work with them and as stated they have been receiving monthly payments until THEY stopped them. I believe they are falsely charging this loan with late fees and establishing payment expectations that are unreasonable. No communication to the [redacted] Spencer when changes are made to this loanDesired Settlement: If a proper repayment plan is not agreed upon between all parties, legal action will be taken. I expect a repayment plan affordable by [redacted], no more additional fees applied to this loan unless late fees, and NO changes made to this loan unless authorized and agreed upon per the law

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on January 29, 2015 and resolved the issue with the customer.

Review: I filed a complaint prior which was not resolved and now the company is using harassment at my work and through phone and mail. the old complaint number is [redacted]. This company has used unfair practices and refused to resolve this matter after many years of trying to come to a settlement. They constantly refused always asking for higher amounts and using bullying tactics and I am only co-signer for daughter's loan of more than 10 years ago. I would like Revdex.com to assist and advise in preventing this organization from continuing it's harassment policies. The phone contact is becoming abusive on their part. Thank youDesired Settlement: To prevent SLM from harassment through mail, phone and work as I have privacy issues at my work and they continue to contact and threaten calling payroll. This is not acceptable behavior or practice. I may be forced to contact and attorney.

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 11, 2014. Please allow sufficient time for postal delivery.

Review: Called Feb. 2, 2015 to learn about repayment options. Have paid full amounts monthly on time for 10 years, including extra payments. Based upon personal financial information provided, representative advised to apply to income-based repayment plan and quoted new monthly payment of $13.81. Stated there would be a delay in processing the application as the company could not fulfill their standard time of 7-10 business days. Was told the process would take 18 days. After over a month, this was still not complete. An email was then sent stating the income based repayment application had been approved, and that the new amount was $133.30, ten times the amount quoted. Upon calling the company, the representative could not explain the discrepancy for the tenfold increase and also stated they could not access the information from the call placed on Feb. 2. I was told the application would have to be reprocessed and would take another 7-10 business days.

The next day, March 14, I received another automated email stating the amount due was $154.02, which was another increase. I emailed the company several times from their contact form on the website with my email address and received no response. On April 6, I had still not been contacted, and called the company. As with previous calls, the phone call dropped several times and had to repeat the information completely each time, as it is a call center.

Emails were again sent to the company from the website and in direct reply to other customer service emails, with no response.

On May 6, I called the company again. After asking for the supervisor and explaining the situation again, the call dropped 3 times. The supervisor stated that I would have to resubmit income documentation again for them to reprocess the application for the third time, as the amount was still the same since March and had not been resolved. The supersvisor repeatedly suggested that I choose to withhold payment and have a 'forbearance' on this payment, which I refused. The documentation was submitted and receipt was confirmed. A new, lower payment of $84.71 was quoted and paid that day, May 6, the representative apologized for the problems and assured that this was resolved and the new monthly payment amount would continue for the following 12 months, upon which reapplication to the repayment plan was necessary. Furthermore, he stated that no further income documentation was necessary.

On May 7, an email was sent stating the next monthly payment of $84.71 was due on June 6, 2015. Then on May 19, an email was received stating the $451.31 was due on June 6, 2015. I called the company again and asked to speak with the manager. I was placed on hold multiple times. The manager stated that the monthly repayment was reentered incorrectly, using twice the income provided. However, the amount due of $451.31 was considerably more than any payment amount in the history of the loan. No other explanation was able to be provided. The manager stated that income documentation would need to again be resubmitted to correct their errors. A new monthly payment amount of $76.31 was quoted and recorded to assure that this would remain in effect through May of 2016, and that reapplication was necessary 3 months prior to that date.

The process, originally supposed to be complete within 7-10 business days, took longer than 3.5 months, with very poor and lacking communication and errors on the part of Navient. Of note, no problems had occcured before the loan was forced to change from Sallie Mae.Desired Settlement: The most desired outcome is to be able to move the loan to another company's management, not Navient, and not be bound to incompetent accounting, customer service, and communication and technological failures for the life of this loan, which at the current rate is 64 years.

I would appreciate compensation for the time wasted attempting to resolve the repeated problems and an apology from the actual U.S. based management, as well as an explanation for the incompetency and a formal letter stating that the income based repayment terms quoted on May 19, 2015 would be upheld and honored as stated.

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: I entered into a payment plan with Navient. It was agreed upon that I would pay $512.00 on the 17th of every month. Yesterday, my credit monitoring service notified me that Navient is reporting that I am over 60 days late on payments with 5 accounts. As a result, my credit score took a drastic drop. Not only have I not missed a payment, they have been paid on time and I have my bank statements to prove it. While on the phone with Navient today, the gentleman on the phone told me the purpose of the repayment program was to help me, but instead it is hurting me. What's the point of making payments if will still be reported late?Desired Settlement: Correct the late reporting to show that I have not been late. Credit report should read, "paid as agreed."

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 28, 2015. Please allow sufficient time for

postal delivery.

Review: I have been getting calls from Navient for about two months now. I haven't ever made it to the phone to actually pick one up in real time so I'm not quite sure what they intend to ask for. What I do know is that when I call back, they immediately ask for my full social security number. I refuse and then they ask about a student loan I may have had with Fannie Mae, which is ridiculous because I've never had a student loan with Fannie Mae or anyone else for that matter. I've now called them three times and requested that they stop calling me. Each time they tell me I've been removed from their list but I continue to receive calls. Seems super sketchy.Desired Settlement: I want to ensure that my identity is in no way linked to a student loan that I've never had and I want them to stop calling 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 January 16, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: In November of 2014 we entered into an agreement with Navient on college loan payment amount and terms. Navient set the terms and payment amount submitted the agreement to its upper management and got approval. We entered into an auto withdrawal agreement for payment to be taken from bank account at set amount. Navient deducted payments in January and February. On March 1, 2015 Navient called to say we were in areas, when I informed them of agreement they said they had canceled agreement and needed triple the payment. We we told it was canceled in January but we were never notified. Even though they continued to take a withdrawal after it was canceled. When asked to talk to a manager we were informed it was canceled in error and when it was resubmitted the agreement was denied by someone not involved in original agreement. We asked to have original agreement reinstated and was told they dont do that , but we needed to enter into new agreement which is pre-approved already and doesn't require approval. We were told to contact original rep who wrote first agreement the next day. We were told his name and ext and that he started at noon. Upon calling the next day we are told that he no longer works there and we needed to speak with a different rep who stated we had one option only and that original agreement Wasnt possible even though it shouldn't have been canceled. No one could explain how no notification was ever given but they continued to remove payment from account. We were told that since I pay my credit cards on time I can afford to pay them more than original agreement. When pressed for answers rep told us original agreement was only for 15 month and new agreement was for life of loan but we were told same thing when making original agreement. The misinformation the pressure to just go along with new agreement with no explanation or justification is beyond unethical .Desired Settlement: We would like the original agreed to program/contract to be reinstated and upheld for term of the 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 March 13, 2015. Please allow sufficient time for postal

delivery.