Navient

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: 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: 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: I have student loans through Navient. They used to be Sallie Mae. The original loan was through Direct Loans, then was switched to Sallie Mae/Navient suddenly ( a few years ago). I have paid every single payment (I did have a medical deferrment last summer, but as soon as it was over I started my payments immediately). However, Navient is telling me that I owe $581. I have spoken with them NUMEROUS times. I told them that they have cashed every check that I sent to them. I sent photos of the checks to them. After the third time of doing this, & after a 45 minute phone call, they admitted to me that I did pay every payment. However, they went on to tell me that I still needed to prove to them that I paid with a 4th copy of photos of the checks. I do not feel like this is fair or okay. They admitted that they have my checks and they cashed them. Navient's Facebook page is filled with so many of these cases. I feel like this is unfair and unjust. We shouldn't have to go through so many hoops. PLEASE help us!!!!!!!!!!!!!!!!!Desired Settlement: I just want this to be fixed and for them to stop telling me that I owe money I already paid. THANK YOU!!!!!!!!!!!!!

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 27, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

I will try to contact Navient again. Thank you!

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: In June 2015, we received our new home number as we had just moved into our new home in a new state. Navient calls our home number at least 10 times a day (shows up on caller ID as Sallie Mae) and we have told their representatives several times that they have the wrong number and explain to them that we recently received this number and the person they are looking for no longer is available at this number. They then just hang up. I have called back three times and have spoken to their service reps that have promised us that our number will be removed from their system. This is still going on. This past weekend, my husband answered the phone at 8 a.m. when the call came up again and informed that rep that we have been thru this many times and he would like to speak to a manager or someone that can handle our request as this has become harassment at this point. The person on the other end started to yell at my husband and hung up on him.Desired Settlement: I would like this business to stop call our home number immediately. Otherwise a federal complaint will be made and they will hear from our attorney (in which they will be subject to pay for as well).

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on September 17, 2015 and resolved

the issue with the customer.

Consumer

Response:

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

Review: Navient was suppose to discharge my studen loans several months ago do to disability discharge through Nelnet. They have dragged their feet for months and havent submitted the appropriate documents to the guarantor TG. due to their issues it has caused me to delay closing on my home because of the way the loans are reporting on my credit. Every time I call up there they tell me another lie after another lie and never actually try to do their job.Desired Settlement: Navient needs to report these loans as paid in full on my credit report because they are federally discharged. They need to submit the correct documents to the guarantor TG immediately so that they can be discharged. Navient needs to supply me with a letter stating these current issues and that the loans are currently deferred for 12 months until they complete the discharge process in the next few days so that I can supply this to my mortgage broker and close on my home.

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:

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 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: 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: 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: While in college I borrowed a loan through Sallie Mae to help pay for my Tuition. To help stay organized, I set my account up for automatic withdrawal payments through my checking account every month on the 5th. On November 15, 2014 I was able to pay off the remainder of my student loan balance in full 7 years earlier than scheduled; however on December 5, 2014 a debit of $312.24, the monthly payment I use to make, was withdrawn from my account. On the afternoon of the 5th I called and issued my complaint and was given an apology and told that a refund would be issued and I would see the funds in my account again in 3-5 days. On December 12, 2014, I called again because the funds were not returned and asked to speak to a supervisor. The supervisor told me that the funds would be returned and I asked her to email me a document to verify this for my records, which she did. On November 22, 2014, I called again because the funds were not returned to me and I was told that a check was sent to my parents address. The check did arrive on December 28, 2014 and was shortly cashed thereafter, but on January 5, 2014 a call was received by the bank stating that Sallie Mae has canceled the check.Desired Settlement: At this point in time it has been over 30 days since the funds were taken out of my account and 25 days since I was originally promised they were returned to me. I would like the full amount that was unrightlyfully taken frommy account to be returned back right away whether it be through a mailed check or an electronic transfer.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on January 15, 2015 and resolved the issue with the customer.

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: 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: 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: 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.

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: 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: Sometime this year, Navient inherited my private loan. I was not informed of this. I only found out when I received a monthly reminder from FMS that the $180.30 was going to be deducted from my account. Instead of Sallie Mae on the paper it said Navient. I tried contacting Navient about this. I wanted to find out who they were and how they got my loan. I spent hours on the phone trying to find this out. No one would speak to me because (1) I had a private loan and (2) they stated my loan was in default. I was transferred everywhere and disconnected several times. I finally was transferred to the right department but their only open Monday thru Friday form 8am-5pm Eastern Time. The only answer I could get from them was Sallie Mae split into two companies and Navient inherited my loan. I was also told my loan is still at 5% interest and I am 365 days past due on my account even though I have been making payments consistently over the past 2 years. I contacted FMS back about the situation and they stated they would fix it but they never did. On March 24, 2015, I contacted FMS to change my form and payment and they informed me that if I could pay them $8,000 by the end of March, they would consider my loan paid in full. I tried to get a loan but I was unsuccessful.On Friday April 10, 2015, I received an email from Navient stating they had several ways to help me with repayment for my student loans. I called Navient on April 10, 2015 around 4pm mountain time and spoke to Mr. [redacted]. Mr. [redacted] was rude, he tried to force me into a payment program with him right then and there. He told me I have two choices to pay my loan or their lawyers would be contacting me. He refused to discuss with me what happened to FMS. He just said that the loan was taken back from them. I told him I was in a payment plan with FMS and told him what I had. He told me that he would take a payment from me now for $180.30 because he sees that what I was paying FMS but I would have to show him proof in writing that that was the agreement. I told him that I was supposed to have a .001% interest rate and it was supposed to be credited at that from March 2013 and I wanted that. He told me that they would not honor that. He told me the only way I could have been in that type of program is if I paid a 10% down payment and he would put me in that program if I made the 10% down payment. I told him that I made an arrangement for that program and have been making payments every month and I am expecting to continue in that program. He then stated that obviously I didnt qualify for that program and thats why it wasnt done. I requested to speak to a supervisor which he refused to give me one. He told me that there wasnt one. I then asked him if there was another representative I could speak to and he told me that as far as I was concerned hes it. I then stated that I wanted to speak to a supervisor and he told me that it would take 3-4 days for one to call me back. I told him I dont care if it takes a month for a supervisor to call me back I wanted to speak to one. He told me he would send an email requesting for a supervisor to contact me.Desired Settlement: I am requesting that (1) my payments stay the same at $180.30 a month. (2) My interest rate on the loan be reduced to the .001% interest that I was promised. (3) My principle be changed to reflect the .001% interest rate from March 2013 and monies I have paid over the last 2 years shows towards interest and principle

Business

Response:

Thank you for

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

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

Postal Service on May 1, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: The first time I spoke to them I was not aware my pre-agreed loan repayment had been transfered back to them. I called them when I got a letter middle of the month saying my account was in default. The rep "[redacted]" said they've been trying to get ahold of me...no they hadn't. I had no voice messages from them at all. She said I only had 3 options. To settle and pay 8grand, pay 1700 now and get on a repayment program with them or pay 800 this month, 800 next month and then get on the program. When I tried talking she would constantly talk over me, she proceeded to mock me and tell me they should've sued me since 2009, that I wasnt paying anything to anyone (huge lie on her end) and everytime I would try to tell her I didnt have that amount they requested she kept saying I wasnt trying hard enough. I tried calling them again and she kept doing the same, talking over me every time I spoke and right after I told her I dont have a 401k or pension she proseeds to ask me why I dont take the money from my 401k or pension. it was obvious everytime that she was not listening to a single word I was saying. I told her I didnt have the money asked to put down but I could pay 100 a month and if agreed id pay 300each month hereafter. She kept saying they couldnt accept 20dlls a month (that was the previous agreement with FMS because I as on food stamps when the agreement was initially made). I kept trying to tell her that I didn't ask her to accept 20dlls, I was asking her to accept 100dlls this month (almost end of April btw) and up to 300 dlls for the next months. The whole time she kept saying I wasnt trying, I was refusing to pay and she doubted I could even pay any of that money. She said I was saying that they werent giving me options which is not true, she kept putting words in my mouth that I didn't say. But everytime I tried to talk she spoke over me. I never raised my voice at her, never used foul language, when I told her to not raise her voice at me and told her she was rude she said she didn't have to be nice because she wasnt providing a service. I told her I know shes not but no one likes being mocked or getting yelled at or having words put in their mouth. She then called my mothers house, my brother (whose name I never gave as reference) my job (wrong location too I said once city and she called another branch, further proof that she didnt hear what I would say) Point being, after 3 calls from me to them I am unable to repay the student loans because they refused to accept my 100dollars for this month and they refused to accept my proposal to pay 300 a month going forward because I was unable to pay, with a one week notice, $1700 to get on their program.Desired Settlement: I have no deposit available but I am able to pay a monthy bill. Seems unfair that I am unable to make monthly payments and am stuck on delincuent account because I am unable to give $1700 with a one week notice.

Business

Response:

Thank you for

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

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

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

delivery.

Review: I have made payments on my student loans to Navient, but they continue to call me (at my place of business, my mother's place of business, my mother and stepfather's cellular phones). They insist that I am not making payments. When I attempted to talk to them about the issue, they were extremely unhelpful. They insisted I had to pay more than I am able to pay, and offered me no other options. I continued to make the payment that is feasible for me at this time, but they continue to call me at all hours on my cell phone and on my business line.Desired Settlement: I will continue to make the monty payments that I am able to. I am looking for a better paying job, but if the company is unwilling to work with me, I don't know what else I can do.

Business

Response:

Thank you for

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

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

Postal Service on May 14, 2015. 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.