Navient

Review: I attended college from 2007 until 2011 with loans managed by Sallie Mae. Sallie Mae transferred my loans to Navient sometime around 2012 which led to MASSIVE delays and bad communication. In January up until April 2012 I was HARASSED by Sallie Mae employees to sign and make payments towards my federal loans, which were INCORRECTLY applied to private loans that 1) I had no knowledge of 2) NEVER authorized. MOST IMPORTANTLY, I was technically in my grace period, as my official graduation date from [redacted] was 12/31/2011. I did NOT graduate in May 2011, and was taking a summer course which rendered me a FULL TIME student. The course was intended to end in May and unfortunately the SCHOOL did not properly notify the lenders. The course was not completed due to a documented disability until November 2011 which left me to have an official graduation date of December 2011.

I have SEVERAL LATE PAYMENTS on my credit report due to this discrepancy and documents from the school, in the form of transcripts and enrollment status letters to prove Sallie Mae and Navient did not honor my grace period. Because of these errors I have late payments on my federal student loans negatively effecting my credit that are being incorrectly reported.Desired Settlement: I would like to have late payment dates/missed payment dates on all my federal student loans adjusted to reflect my actual graduation date and grace period in addition to the late payments removed from my credit report at all 3 bureaus.

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on August 17, 2015, and we are working with the customer directly to

resolve the issue.

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 had a student loan cosigned by former husband. When we divorced he was court ordered to pay the loan. The loan was put in his name when I filed bankruptcy. He was sent to collections. My lawyer spoke to Navient.They sent me court documents that they dropped all activity against me without prejuidice. I have letters from Navient,and statements from their website stating both accounts have been paid and have zero balance. They refuse to update to show zero balance on my credit report. This has been detrimental to my credit. They sent my ex husband to collections, not me as the account was not in my name at that time. I was under Bankruptcy protection Laws. I disputed this with Equifax and Navient came back with one account updated-zero balance. The other they still refuse to update even though it has also been paid off per all documentation.Desired Settlement: I want the accounts removed from my credit report because I was under Bankruptcy Law protection during the time the accounts were sent to collections. At that time the accounts had been placed in my former husbands name and I was not liable due to bankruptcy protection laws. I had no knowledge he had not paid or been sent to collections. After that time my lawyer spoke in depth to Navient and its collections manager which I have letters that were submitted in court as mentioned above. The accounts were since that time paid by my former husband and now show a zero balance. I would like them removed from my credit.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on October 20, 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 had a student loan through [redacted] when I went to idaho state university. it told me I am about to default on my student loan. my problem is I can not pay it. I go to pay it and it takes my money and doesnt say I paid. I had it on auto withdrawal and it still did not pull out. go online to pay it and it wont let me. I try everything and the late fees keep adding up. I cant get a hold of anybody. it is not fair that I am being charged late fees when I have tried paying it. I have no way of paying it. I can not get online to view my balance. it is ruining my credit. I need this resolved so that I may pay it.Desired Settlement: I want my payment to go back to 50 dollars a month and access to pay it

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 25, 2014. Please allow sufficient time for postal delivery.

Review: Navient stepped in and bought a debt they believe I have owed to [redacted] for the last 15 years and have been threatening my family members, part-time workplace, and myself with litigation and demanding immediate payment of a debt, claiming my father cosigned a loan, and therefore subject to litigation. I have asked them to cease and desist with their collection calling, and they have not stopped. They become angry and impatient on the phone and are refusing to prove the debt exists and that they are qualified to be collecting on the debt that I suppossedly owe.Desired Settlement: I would like them to stop contacting me, drop their debt collections of me and my family, and apologize for harrassing us all so much.

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 25, 2014. Please allow sufficient time for postal delivery.

Review: All my loans should be in "in school deferment", yet two loans were incorrectly placed in default. They are refusing to investigate & fix this.

Last June 2013 I finished my Ph.D. degree. I tried to get my loans into forbearance until I received adequate compensation (it takes time to process your new salary) to pay the loans but was told there is no more forbearance available to me. I then asked for the loans to be consolidated to make them manageable, as I owe over $100,000 in Private Loans and $400,000.00 in Federal Loans. As a public service agent I do not make enough money to pay separate minimums on every disbursement as is required. I was told that I would be placed in a program for the Private loans where they would be consolidated into one loan and I would pay $325.00 per month for 15 months and then I could re-apply for the terms at the end of that period for another 12 months or until I am able to pay more. That was in March 2014.

I was making auto-deducted payments until August 2014 when I started school again. I asked the school to submit my deferment request but they would not until after the first week of courses (week of September 6th). Though Sallie Mae's policy is that it can be auto detected in the National College reporting system, when I was accepted and registered as of August 2014, I still asked to have my deferment documentation submitted to Sallie Mae by Concord Law School to ensure receipt.

I received email confirmation upon receipt of the in-school deferment request from Sallie Mae on September 15th and an email stating my deferment was processed on September 18th, yet I still was placed in default. When I went to the website to see the deferment, there was no indication of receipt or processing of my deferment, though the email instructed me to check there for the information.

I should not be in default as I was following my payment agreement, even though I was being called delinquent the entire time on the website. Sallie Mae never informed me of this status or that even though I had documentation of the arrangement and they were receiving payment that I was not approved for the payment arrangement. I received an email after several months of payment that told me to see the website for a new document. That is when I found out about the delinquency status. When I called concerning the post I was told they just needed my father to call in and it would be approved. That approval still never occurred.

Sallie Mae kept telling me after I finished school that they had programs to assist. The Sallie Mae representative "Bryan" made me an offer, I performed and yet, Sallie Mae still had me in delinquent status. Sallie Mae sent me an agreement stating my payment arrangements and told me this would place me in good standings yet, that never occurred. When I asked for the Obama established Sallie Mae approved deferment, I was told it was processed yet there is no record on my online account. Now all of my loans are showing deferred except two, which I was told were in default after I was told verbally and in an email that my deferment was processed. I was told when my account recycles on September 25th, the deferment would show and yet online it is still showing delinquent on 2 loans.

After that deferment did not occur, I called in October and was told I was in default as of September 7th. That was not told to me when I called to explain my web account did not display my deferment. I was told it would show on September 25th. It is my belief I was not in default until after I pushed the issue of the deferment that was supposed to be processed, and on that call I was given 2 different dates on my default, August 31st and September 7th.

I have spoken to a number of agents, representatives and management. My spouse and father who is my co-signer have spoken to managers and they give conflicting information so I never get anything resolved. I can present evidence for my claims ifDesired Settlement: All my loans should be in full-time "in school deferment" until I finish my degree in a few years. Please assist me in getting all my loans in deferment and my credit should not reflect any negative effects from this matter.

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 10, 2014. Please allow sufficient time for postal delivery.

Review: I made a payment on 11/21/2014 for the exact amount of one my loans. There is no way currently, and for the past 9 years at least, to pay a single loan online. I email them a few days later to have them make the payment towards just one my loans, the one that had that exact amount due. I never received a response that they received my email or changed anything. On 12/12/2014 I called to correct this matter since they were still showing that I was past due on that loan. The first person I talked with said he could do anything about that. I made a smaller payment at that time and then he transferred me to another rep there to correct the issue. After talking with them they said they had fixed the issue and that they were going to transfer me to another person to make it so that I could pay my loans separately online. After waiting for 5 minutes I hung up. I just checked again today and it is still showing the past due amount on that loan like I never made a payment to that loan. I just emailed them again to correct this. However I fear that I won't hear from them and that the problem still won't be corrected.

Just my general experience with Sallie Mae/Navient and not directly related to this recent incident. After the many years of trying to work this company and all that I have paid to Sallie Mae/Navient I feel they are one of the worst companies to deal with. I owe more than 4 grand now on my loans than I originally took out and that is after making years of payments. I know others who have shared my experience and I don't think this is right. I feel completely taken advantage of, that they are just taking my money, my families money, and my loans never have lowered during the course of nearly a decade.Desired Settlement: I want the November payment to be paid towards the single loan with that exact amount of $160.21 due. I also want to be able to pay a single loan online without having to call them every month to do this. I don't feel this is too much to ask in this day and age.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on December 29, 2014 and resolved the issue with the customer.

Review: In September I mailed Navient a loan payment of $250.00, this payment did not clear my bank account until November. Despite myriad conversations Navient refused to acknowledge that the payment had cleared. I sent Navient a copy of the cleared check from my bank it was acknowledged by a Navient supervisor that the cancelled check was received on December 2nd. As of today the payment has not been posted to the online account I have with Navient. navient also calls frequently requesting the payment they have already received.Desired Settlement: I would like Navient to acknowledge payments received and update my account so I am free to refinance with a reputable organization.

thank you

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on December 30, 2014 and resolved the issue with the customer.

Review: With the payment of student loans, payments in excess of the monthly amount due can either 1) have the extra paid count toward future payments, OR 2) allow the payor to make their regular payments as they are due.

Every time I make a payment in excess of my monthly due amount, I select "I want to make my next regular payment as scheduled". I DO NOT select "I would like the extra I paid today to count toward my future payments".

Navient continues to count the extra toward future payments, despite my directions. They eventually correct the error temporarily, but they have been reoccurring consistently over the past year. This causes my payment schedule to be updated, causing a much larger monthly payment than is normal. I pay about $212 per month, but the forwarding of monthly payments (which they are not supposed to do) causes a "reset" of my loans and they begin requiring over $1,800.00 monthly payments. They only give 30 days notice of the change, and it takes them longer than 30 days to correct the error.Desired Settlement: I am tired of having to constantly send them emails to correct an ongoing problem. I want them to fix their system so that my payments are treated according to the directions they represent in their system. I want a permanent fix, not a temporary ongoing one where I have to worry that, at any month, I might get a surprise monthly due amount that is 750% higher than what I planned for.

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 29, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: This is the second time this company has received my bank transfer but not changed my balance. The first time it happened, they were called Sallie Mae. Now they are Navient and they did the same thing. I sent them a wire transfer from my bank in Korea with proof of transfer including all of the identification and records needed to find the money. They continued to mark my account past due and have not acknowledged that I sent them money almost 2 months ago.Desired Settlement: I want them to take off my late fees, mark me as up to date, and when I send them money, I want them to credit 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 January 23, 2015. Please allow sufficient time for postal delivery.

Review: I have been trying to get my Income Driven repayment plan processed since the beginning of January 2015 because I cannot afford the $1000 payment they want trying to support 9 people including myself in the family on a yearly salary of $31620. I have attempted several phone calls and emails with Navient regarding it and keep receiving the same papers over and over again stating repayment options may be available , but nothing ever comes of it. I also keep receiving emails from them stating that it is taking longer than expected on getting the paperwork processed and this has been since January. Something needs to change as the payment due date comes up the end of this month (February)Desired Settlement: I would like them to get off rumps and get the paperwork processed, as I have sent in all documents that they have requested from me and uploaded them to the site

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on February 12, 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 a little sketchy. The reason that I say that it is sketchy is because I was called by the consumer advocate and was told I was put into deferment until next year. However, a couple of days after that I received a letter stating that my deferment ended on February 11th, 2015. I am still a little confused, as they are still not being upfront about everything. I have attached the documents showing what I am meaning. Regards,

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 5, 2015. Please allow sufficient time for postal delivery.

Review: I went online to Navient.com on 1/26/15. On 1/27/15 I had $188.37 deducted from my checking account that was not authorized. Because of this, I incurred a $60.00 overdraft fee because of this transaction. I had to provide a copy of my bank statement to Navient, which I did on 1/29/15. I asked that the monies be expedited due to me having to pay rent by the 5th. The money still has not been deposited into my account.Desired Settlement: I want the money refunded ASAP. I would like the Revdex.com to post this onto their site about Navient and to urge customers that they may want to choose another department of education provider.

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 17, 2015. Please allow sufficient time for postal delivery.

Review: I paid my monthly bill with a check that cleared the bank. When I called, I was told that the matter would be looked into, but was told I may need a statement from my bank. They told me no phone calls or emails would be sent to me. I continued to receive notifications of delinquency. Two phone calls later and two weeks later on yet another phone call with no resolution. I then inquired if my payment was posted to my sons account; this with my social security number on the check. After stating the rep checked and it certainly was. I then stated that the payment needed to be transferred to my account. They said "this would take some time" and no more delinquent notifications would be sent. Several days later, I received another notification and no payment has been transferred. This Navient is receiving payments, posting them to the wrong accounts and sending out delinquent noticed on the mistake they made.Desired Settlement: Billing adjustment and improved practices regarding loan payments.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on March 2, 2015 and resolved the issue with the customer.

Review: navient is harassing me and my family about my student loan. I set up a payment plan with them a long time ago, I don't know what happened, but it didn't go through. They have called people the absolutely DO NOT have permission to call, call me at least 10 times a day from 8 am to 8 pm from a blocked number, send misleading mail multiple times a week, and are seriously harassing me. I have told them my financial situation before, and set up a payment plan. Seriously harassing me. HaRRASSING. Not just me, but my family. I have no idea how they got their phone numbers, but they call them too but won't tell them anything. This is seriously bad harassment. Also, they started repayment on my loan VERY prematurely, as I was not graduated until last may, and some how I am almost a year past due......Desired Settlement: sTOP calling people!!!!!!!!!!!!

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on March 20, 2015 and resolved the

issue with the customer.

Review: Navient now handles my son's student loan which originated from Sallie Mae. We were making loan payments which ballooned when he stopped attending college. We had tried to make lower payment arrangements but they insisted on speaking to the co-signer even after my son tried to make payment arrangements (he is unemployed right now so I am making payments on his behalf). I have been given authorization to speak to Navient on my son's behalf both by him and the co-signer. Due to the co-signer's mother's long illness, he was unable to help with payments at this time.

On March 10th, [redacted] called me trying to reach the co-signer. I explained to her that his mother had just died about a week earlier and he was away grieving. She hung up and then called one of the character references on my son's loan application (she spoke to me at 4:08 and called him at 4:12). This person is NOT the co-signer, he's not related to my son, does not share the same last name. He is just a person who said my son was a good kid about 6 years ago. Obviously that person had no idea where the co-signer was since his mother died; he doesn't even know him.

When I called them to complain about their contacting unrelated people about a debt, they said they could use references when they couldn't reach the loan principal. BUT it turns out that someone else had spoken to my son just 2 weeks ago and wouldn't make a deal with him saying the payment he was offering was too low even though he is unemployed. We called a few times and when I threatened to contact the Revdex.com, they made payment arrangments which we could afford and promptly took the first payment.

Since then they have been harrassing us with email. I received 6 emails on March 16th (none of them reflecting the payment plan we now have in place), then again on the 19th and again today on the 23rd. We have NOT missed or been late on payment since we set up this payment plan just a few weeks ago and this has now turned into email harrassment.Desired Settlement: We are not trying to run from the debt and have been wanting to make affordable payments since we spoke. But I don't want them harrassing us via email or phone. We have a plan in place that we have every intention of honoring. Unless we do something wrong, I want them to stop with all the contact.

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 2, 2015. Please allow sufficient time for postal

delivery.

Review: [redacted] TPD Servicer a/k/a Nelnet Customer [redacted] March 23, 2015

The following email has been sent to Navient:

“It is reported by Nelnet It sends Navient weekly lists of accounts to be returned to them.

The account [redacted]) has been recalled by Nelnet since January 2015.

Navient intentionally, purposefully, and actively neglects the recall.

Navient refuses to offer direct contact from Nelnet by denying a first and last name and work email address so as to expedite the recall.

This is written notice to Navient to quit billing [redacted] immediately and to return the disability discharged student loan ([redacted]) for final processing through the Total and Permanent Disability Servicer a/k/a Nelnet.

It is the responsibility of Navient to answer Nelnet by returning [redacted] in it’s entirety.

Thank you.”

To Nelnet:

The above account should have been held until it’s closing date of December 1, 2014 but instead was sent to Navient in haste and without good cause in October 2015. Nelnet has received necessary paperwork to conclude the TPD of [redacted] has met it’s requirements and is eligible for dissolution since December 1, 2014.

It is the responsibility of Nelnet to accurately confirm in writing It’s attempts to recall the above TPD. My email address is [email protected]. My phone number is [redacted]Desired Settlement: Navient to return [redacted]-1 to Total Disability @ Nelnet for end processing and remove the "missed" payment Navient has charged without cause. Nelnet has been unsuccessful in recalling information from Navient. Nelnet reports they have sent in a spreadsheet information recalling a loan for Claudia J Cruse and has confirmed they continue to send weekly reports to recall the same.

RECALL NAVIENT LOAN 946576859-1 IN ITS ENTIRITY TO NELNET FOR CLAUDIA J CRUSE.

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 30, 2015. Please allow sufficient time for postal

delivery.

Review: Sallie Mae has unlawfully charged interest on my loan for late payments.Desired Settlement: DesiredSettlementID: Refund

I have been charged over $8000.00 in interest on my loan through Sallie Mae.

Business

Response:

Thank you for

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

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

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

delivery.

Review: On May 14th (the due date on my loan) I called Navient to request options on my private loans. Being unable to talk to a representative I was instead prompted to a menu for deferment options. I selected an unemployment deferment because I'm still currently looking for work. The next day the form was emailed to me to fill out. Being a weekend I filled and faxed it in on May 17th. The next day I received an email saying that the application was received and is being processed. On June 2nd, I received a email from Navient staying there was a document requiring my immediate attention. After I logged in to my account, I found a letter stating I now have my 1st delinquency notice from my past due account. I called and spoke to a representative about the letter. When I told her about the deferment document she said she would need to speak to her supervisor. After she spoke with them she told me that document was only for federal loans. When I originally called the automated system to request the deferment, there was no mention of this information. If I would have known I would have just applied for a forbearance instead. I then asked to apply for the forebearance and she stated I was no longer eligible because of the past due amount. I once again reminded them I'm still unemployed but the most they were willing to do was possibly lower the monthly payment which still does not address the issue of being unable to make any payment. I think it is an irresponsible practice to offer someone options that doesn't apply for their specific loan request. I want my loan options to be reinstated since I was steered into choosing options I was ineligible for. Also if there were any damages or notices on my credit report I want them removed and any late fees to also be removed.Desired Settlement: Although I cannot change the company policy I want my options reinstated and more transparency about the options they offer their "customers"

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on June 11, 2015 and resolved the

issue with the customer.

Review: The 3 credit bureaus have 34 student loans listed in deferred status. These accounts are Navient, including the following, but not limited to these [redacted], etc. Effective 3/10/2015 the US Department of Education approved discharge of federal student loans on the basis of my total and permanent disability. This discharge for total and permanent disability cancels my obligation to repay the remaining balance of my loans. I have supporting documentation from Nelnet and US Department of Education.Desired Settlement: Cancel the remaining balance and remove from deferred status to the appropriate status.

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: The following amounts were deducted from my checking account on the following days:

1095.01 3/9

1112.41 3/9

2056.33 3/9

1095.56 3/11

The total amount of these deductions amounts to: $5359.31

The following amounts were applied to my outstanding student loans;

1682.59 loan #1-02

373.74 loan # 1-04

16.01 loan # 1-06

1095.56 loan # 1-06

1124.27 loan # 1-07

The total amount credited to my loans was $4292.17.

This leaves $1067.14 that was taken out of my checking account and not applied to my student loans. My husband handles my financial books and he has spoken at length with the customer service representatives on two separate occasions regarding this matter without resolution. I have also sent in a copy of my checking account statement as the customer service representative requested and emailed the company for an update to this situation and have not received a response from them.Desired Settlement: I would like the $1067.14 returned to me as soon as possible, as well as the 6.8% interest rate that Navient is charging me on my student loans since this was taken out of my account in early March 2015.

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 22, 2015. Please allow sufficient time for postal delivery.

Review: Navient has been unable to process or to tell me what information they need to process changes to my loan repayment schedule. This has resulted in two instances of my account being automatically debited when it was not supposed to be. Each time I talk to a representative the information I need to send them changes.Desired Settlement: More federal government oversight and involvement in the student loan industry.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on August 4, 2015 and resolved the

issue with the customer.