Navient

Review: The is was a Private Student loan I got when I was attending ITT Tech in Greenfield, WI back in 2007. I had to drop out of school due to me losing my job and trying to stay afloat and provide for my family. My financial situation got so bad I had to file chapter 7 bankruptcy.. At the time that Private Student loan was with Sallie Mae. Once the bankruptcy was clear I started to pay them back month but Sallie Mae was still reporting negative things on my credit report preventing my credit to rebuild and I was unable to go back to school.. I made countless attempts for them to stop reporting negatively while I was still paying but the negative reports continued. Since I wasn't getting anywhere with Sallie Mae I decided to give up. Since then the account was taking over by a company called Navient once this happen I started to get nasty phone calls from collection companies threatening to garnish my wages. I let them know I cannot afford to pay them monthly due to me living pay check to pay check. I also let them know I don't have any money to settle this account. Once Navient took over the account they reopen the account on my credit report started to report delinquent every month and now they are placing this account as a open Collections account. I had to relocate for work so I can continue to make money but I'm getting hunted with this in my new state. I cannot even get a place to live I have to stay with friends and family..Desired Settlement: I do not believe its far this old account that was closed got reopen and placed on my credit report as a new collection account I would like this to be removed.

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.

Review: Navient is trying to collect on student loans which were under Sallie Mae previously. I have called and tried to get an amortization schedule to no avail. They refuse to let me speak to a supervisor. They refuse to let me speak with someone who speaks English as their native language. I keep getting collection calls, sometimes four times a day. I have no intention of paying a dime toward the account when they refuse to give me a balance that is correct. Give me a correct balance and I will make the payments when I am working and able to do so.Desired Settlement: Correct Balance and payment arrangements.

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 contacted Navient today to change my payment schedule. I currently have the payments set up on a credit card and split between 3 loans. I only wanted to change the split between the loans. These are loans I cosigned for my niece and I am making payments on them for her currently. I was on the phone for over an hour. I was told they could not change the payments. I was not authorized on one of the loans, even though they have been taking my payments on this loan for a year and in March I changed the payments to a new card with no problem due to our old card being hacked. I was also told each payment had to be set up separately even though last time I had one confirmation number and the whole thing was handled easily and efficiently. I have a customer advocate whom I tried to call and left messages for in March when I changed the payment and he never returned my calls. I have given up on him. The service with Navient is terrible!Desired Settlement: I wanted to be credited for my time and anguish. I currently make between $30 and $40 per hour so something in that range credited to my loans would be satisfactory. I would also like to know how to renew these payments come March without the run around and an hour on the phone. No one could tell me the best way to do this when I talked with them on the phone today.

Business

Response:

Thank you for

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

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

Postal Service on September 9, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: My daughter-in-law [redacted] got a college loan to go to Purdue. Later she switched to Harrison College and I co-signed her loan from Sallie Mae. She graduated in 2013 and was making 2 separate payments. Late last year she consolidated the 2 loans . Navient took over from Sallie Mae. Based on her salary (about $22,000 / year) she has a monthly payment of $212.31. But Navient keeps coming back demanding 2 payments although now there is only a single payment. They don't try to reach [redacted] or the Navient caseworker who helped her with the consolidation. They call me and threaten me with ruining my credit standing. I have in front of me their statement which shows that [redacted] paid $212.31 for August on 8/21. But on 8/28 they called me and demanded I pay $630. On 8/29 they called me twice - never giving details, only threats.Desired Settlement: Navient needs to stop asking for 2 payments per month. From their billing statement, [redacted] is paid up through August, her Sept payment is only due on 9/16. They need to stop harassing me and threatening me.

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on August 31, 2015, and we are working with the customer directly to

resolve the issue.

Review: I applied for Income Based Repayments plan on May 19, 2015. I faxed all the paperwork have a transmission report that it went through. I also spoke with the company and was told they were working on it and my account was on hold. aAter almost six months they are now claiming they didn't receive my paperwork. I faxed it numerous times and they claim that letters sent to my home were returned as non-deliverable yet they do not have the letters to show me as proof. They have been giving me the run around for months now and now are trying to charge me late fees for the time that I was told my account was on hold.Desired Settlement: Late fees dropped and my credit score adjusted

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 6, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: On April 9, 2015 I contacted Navient at 8:58AM (Pacific time) to inquire about increasing my loan payments. I wanted to pay more on my loans every month. I was on the graduated repayment plan paying $163.65 on the 20th of each month. I wanted further information about the standard repayment plan. The representative I spoke with informed me that I would in fact be eligible to switch to the standard repayment plan. I inquired as to how much my monthly payments were going to be. The representative was able to calculate my new payment while I was still on the line. I was told my payments would be $234.07 per month and this increase would pay off my loans in approximately 7.5 years or 6 months earlier than the graduated repayment plan would have. I advised the representative to sign me up for the standard repayment plan at $234.07 per month. I was informed that I was all signed up but since it was too close to my current billing date (April 20, 2015) the new payment of $234.07 would not be charged until my next bill date, which would have been May 20, 2015. I said that was OK. The representative even stated she would call me a few weeks before May 20, 2015 to make sure everything was in order. I needed no further assistance and the call concluded at 12 minutes, 26 seconds. The representative never called me.

On May 20, 2015 a charge of $332.17 was automatically debited from my account from Navient. This charge caused my account to overdraw, and I incurred a $35.00 fee from my credit union. I had enough funds in my account to cover my new payment of $234.07, which is what I was anticipating. I immediately contacted my credit union and explained to them that Navient is permitted to withdraw $234.07 a month, not $332.17. I was very appreciative that my credit union issued an immediate refund of $332.17 plus the $35.00 overdraft fee. I knew Navient would not issue me a refund that quickly, if even at all, and I needed my money that I had that was supposed to be leftover.

On May 22, 2015 at 8:45AM (Pacific time) I contacted Navient to inquire about the $332.17 charge. The representative I spoke with told me that the $332.17 was my monthly payment amount on the standard repayment plan. I was in complete shock. I explained I had called in April and was told my monthly payment would be $234.07. The representative said ‘we can only give you an estimate, and until your paperwork is processed by the back office, we don’t know what your monthly payments will be.’ I told the representative that when I called in April there was no mention of it being an “estimate” or that my “paperwork” had to be sent elsewhere. I initially asked for a refund of the difference and was told they could not partially issue a refund, but would have to refund the entire amount if it was approved. The representative then told me my loans would have to be put in forbearance while the issue was being investigated, to prevent the same amount from coming out of my account the next month. As requested, I gave verbal permission to have my loans put in forbearance. Navient had plenty of time to investigate and rectify the problem. I was not at all comfortable placing my loans in forbearance, but it was apparently the only way to get this issue resolved.

On May 28, 2015 at 11:19AM (Pacific time) I again contacted Navient, to inquire why my account was showing past due. The representative stated ‘it may say past due, but it really isn’t.’ By this time I needed to get an accurate monthly payment amount finalized. I informed the representative about my two previous contacts with Navient. I asked if I could be placed back on the graduated repayment plan and was told yes. I was told my new monthly payment amount would be around $248.14. The representative did say this was only an estimate and the final amount could be more or less but would not be drastically different. I was told to call back in about a week to find out the final amount.

In addition to the three phone calls I have had to make to Navient, I have been receiving multiple correspondences through my email informing me I have a message and I have to log in to Navient every time to view the information. Reviewing the information in these correspondences makes me even more frustrated.

Since no one at Navient could explain to me where my initial loan payment of $234.07 came from I decided to search for it myself, and I found it, in my Navient “file.” I assume no one at Navient has access to this “file”, even though the information is from them. The following memos are in my file and many do not parallel with any of my previous contacts with Navient.

Memos are listed below in order and shortened for brevity purposes:

April 26, 2015- statement indicating $163.65 is due on 5/20/2015.

April 28, 2015- new document indicating change in loan terms. $235.38 due on 5/20/2015, 20 total payments, and $91.86 due on 5/20/2015, 95 total payments. TOTAL= $327.24 a month.

Then starting 1/20/2017 $240.31 is due, 75 total payments (replaces the $235.38), plus the $91.86. TOTAL= 332.17.

May 22, 2015- new document indicating change in loan terms. $91.08 due on 6/20/2015, and $237.16 due on 6/20/2015. TOTAL= $328.24.

May 26, 2015- monthly statement. Monthly summary indicates $324.49 is due on 6/20/2015. But the top right corner indicates $328.24 will be automatically debited on 6/20/2015.

May 27, 2015- charge of $332.17 rejected by bank

May 29, 2015- customer advises to withdraw from automatic debit

May 31, 2015- main loan page on Navient.com indicates $248.14 is due on 6/20/2015

In summary, the memo dated 4/28/2015, I was charged $332.17 on 5/20/2015. According to Navient’s own documentation I was overcharged. I should have only been charged $327.24. According to Navient the $332.17 (billed to me May 20, 2015) isn’t due until January 20, 2017.

I believe the representative I spoke with on April 9, 2015 failed to tell me my loans were being separated into two “payments” and my total payment would be $327.24. The memo dated 5/22/2015 appears to have recalculated my payments, as it indicates they are $1 less than the previous month, $328.24 due 6/20/2015. The memo dated 5/26/2015 is deceiving at best, indicating two different amounts are due on 6/20/2015. The memo dated 5/29/2015 indicates a withdraw from automatic debit, I never requested to be removed from this program. Because Navient removed me without my permission, I now owe more on my loans.

Based on the documentation above which was drafted by Navient themselves and my phone calls to Navient, I fully believe this corporation is engaging in unlawful, deceitful, and fraudulent business practices. I experienced it. Telling me I owe one amount and taking a different amount, changing my payment amounts so frequently, and the inability to tell me how much I owe is completely ridiculous and unfair to me as their customer. How am I supposed to “budget” how much to pay every month when my own lender, Navient, can’t tell me?Desired Settlement: In terms of a resolution I am requesting the following: I want my loans placed back on the standard repayment plan at $234.07 per month, which is what Navients’ own employee told me when I called April 9, 2015. I would also like a full, detailed and complete response from Navient explaining the reasoning behind each discrepancy from the memos above. I would also like a copy of their regulations or requirements in terms of calculating loan payments on various repayment plans, so I as a customer can figure out my payments on my own to be sure Navients own employees are providing me as their customer, accurate information. And what is Navients’ policy regarding their customer service representatives providing inaccurate information to their customers, how does Navient handle this? What recourse does the customer have if incorrect information is provided? And, finally how can I as a customer be sure that I am being provided accurate information when I contact Navient?

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 19, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

I was contacted by Navient in a timely manner and they worked quickly to resolve my issue. Navient also admitted fault-their representative provided me incorrect information which precipitated my complaint.Complaint was resolved to my satisfaction. Thank you Revdex.com

Review: I am a customer with several private student loans through this company (formally Sallie Mae). In December 2011, I was forced to file bankruptcy due to hardships cause by a divorce. It was my (misinformed) impression that these loans were discharged. I know student loans are not normally discharged, but since these were private loans I incorrectly assumed they were. Now, almost 4 years later, these loans are coming due. In March of this year, I sent documentation reflecting my bankruptcy and court orders. Since that time I have been trying to workout this issue. It should be noted; however, that I was told they would "investigate" the bankruptcy status and my account would be placed "on hold." Today, I did confirm that the loans were not discharged and I called my account manager, [redacted], in an attempt to resolve this issue. Ms. [redacted] was immediately defensive and rude. She stated that she did investigate the bankruptcy and had proof that they were not discharged. When I asked her what the proof was and could I please see the proof she became increasingly agitated. At that time I could tell the situation was escalating quickly and I asked to speak to her supervisor. At that time I was transferred to her manager who only identified herself as "Ms. [redacted]." Ms. [redacted] proceeded to speak to me in the same fashion and manner that Ms. [redacted] spoke to me. When I tried to interject or speak, I was cut-off. They were completely dismissive and would not let me talk. I was then told that since I was refusing to pay, she was transferring my case to their senior president for litigation and wage garnishment. When I tried to explain that wasn't necessary as I realized I was incorrect with regards to the bankruptcy and wanted to pay. She proceeded (for 17 minutes) to talk down to me, belittle me, and do nothing short of calling me a dead beat. She then stated: "I have customers that I want to help that are willing to pay." I said: "So, you don't want to help me now?" She then hung the phone up on me.

In a desperate attempt to resolve my account, I called back to regular customer service that stated because my account was in default they couldn't help me and they transferred me back to an individual named [redacted]. The conversation started off decent and she seemed willing to help me until I told her I could not afford their income-based repayment option of $700 a month. She proceeded to tell me I have more than enough money based on her calculations and I need to just pay. I told her I am sorry, but I cannot afford that. She then lowered the payment to $530, which I very reluctantly agreed to, but she stated that payment has to be received this month. Considering that it is already July 20th, I tried to tell her that I need more time to adjust my finances as this is a very large expense to add in a month and requested payments starting in August. I was told this was not acceptable. She then said well then you will need to pay $150 today to put them into forbearance until August. I told her I don't have $150 today and asked why she could not just set it up to start the payments in August. She then transferred me back to Ms. [redacted] who was, again, beyond rude. I literally could not get one word in despite repeatedly begging to be heard. She says I have to read this statement to you and you need to state yes or no. The statement was basically agreeing to litigate this issue. I said, no I do not agree to that. I want to resolve this issue, but you will not help me. She then went on a massive rampage screaming at me about my ex-husbands loans and how they are also past due. I am now crying at this point and trying to explain to her we are divorced, I have nothing to do with him, etc. She then said she would be sending the court papers to such and such address. An address that is in Kentucky (I have never lived in Kentucky), which I can only assume, is my ex-husband's. When I tried to tell her again I know nothing about his issues and I want to fix mine she responded with "NOT MY PROBLEM" and hung up on me.

While I understand the severity of defaulting on student loans I really did believe the loans were discharged. Additionally, it was my understanding through several conversations with Navient team members that my accounts were placed "on hold" while they investigated the bankruptcy situation. If my accounts were actually "on hold" and the bankruptcy issue was literally agreed upon and resolved today, how is my loan 96 days past due? Further, threatening me with litigation and wage garnishment while speaking to me in such a manner is not helpful. Here you have someone who WANTS to make payment arrangements and WANTS to resolve the issue. I have seriously never been talked to some horribly by any customer services representatives in my life. And they really made no effort to listen to anything I had to say. This is the rudest, most disrespectful group of customer service representatives I have ever encountered.

I want to make payments, but I cannot afford what they have deemed as my income-based payment. I am not sure why some type of arrangement cannot be made that is agreeable that does not involve litigation. It is insane to me that we are punished like this for wanting to advance our education. In most situations, advanced degrees do not necessarily mean lots (or even more) money. While I take full responsibility for the loans I have I cannot reasonably make the payments they are requiring. I do have other expenses outside of student loans in addition to basic living expenses. I need a reasonable payment plan that is not going to negatively impact my quality of life.

Threatening people who want to do the right thing and pay what they can with wage garnishment and civil litigation (for being three months late) instead of actually listening and trying to help is very poor customer service.Desired Settlement: I need my account taken out of delinquency status so that I can arrange a reasonable payment plan. Considering that I was told since March my account was "on hold" I am having trouble understanding how it is my account is so delinquent it requires wage garnishment and civil litigation. I respectfully request my account be removed from delinquent status and request a new representative contacts me to discuss a reasonable arrangement. I absolutely will NOT deal with anyone in the department I have been dealing with which includes all the people listed in my complaint and anyone else in that specific department. Please have someone contact me to resolve this situation and prevent unnecessary litigation. Thank you.

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on July 28, 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: My student loans are in an in-school-deferment from 6/15/14 until 6/13/15 and I have the letter dated 7/16/2014 that shows this. Navient was very clear, in their letters, emails, and on their website that when they transitioned from being Sallie Mae to being Navient that my in-school deferment and loan terms would not change.

However, when they made the change from Sallie Mae to Navient they began billing me and using frequent automated phone calls that I owe them payments on the loan. I sent them a letter regarding this/their billing error as I can find no online option or email with the options to report them and send them a copy of their previous correspondence that proves my loans should be in an in-school-deferment. Their automated phone system does not provide adequate options for this type of error on their part either, I tried with no success.

I am receiving bills and phone calls still and have my doubts that this will be remedied honestly by Navient without the assistance of a third party and likely that I am not the only student borrower that they have made this error with. Today I received a letter stating they are going to report me to the consumer reporting agencies.Desired Settlement: To have Navient remedy their billing error so that records reflect that:

1. I have not missed a payment

2.My loans are in an in-school-deferment

And for Navient to 3. remove any charges, fees, or penalties that resulted from their error and erroneously taking my loan out of deferment while it should still be in its deferment period.

4. Also for them to discontinue calling me.

Also, is it too much to ask that their website and automated calls have options for reporting billing errors rather than only options for how to pay a bill or to choose a repayment plan but no way to respond to their error of removing a students loan out of deferment? There are no options for disputing a billing error like this, the closest option is to apply for payment options.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on November 18, 2014 and resolved the issue with the customer.

Review: I am currently completing a graduate fellowship and sent Navient a graduate fellowship loan deferment request. They denied it and gave the following reason: loans currently on in-school deferment. They then began attempting to collect loan payments, stating that the loans were not on in-school deferment. When I asked them to re-process the deferment request, as I should be granted deferment due to my graduate fellowship, they stated that I was not elligible but would not give me a reason why. The deferment request form includes eligibility criteria and I meet all criteria.Desired Settlement: My loans should be deferred until September 8, 2014 due to my graduate fellowship. BOTH my private and federal loans should be deferred until that time.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on December 8, 2014. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I had many issues with Navient, ever since my loan with (Sallie May) was switched over to Navient. In the beginning,after logging in, I had issues logging in again.Upon contacting customer service, more issues were present, when I wanted their help rectifing the issues I was having with logging into the account.In addition, just recently (today, 12/14/14) I have spent over 45 minutes messing around with this account. First, my screen-name, which I remember changing, is the original screen-name, from when I was with Sallie Mae. They sent me an email and informed me of this, after I clicked on a link. After that, I was unable to sign in because of an improper password, which I am near 100% sure that was the the correct password.Soon after, I sent for a temp. password, by clicking on the "reset password" link. After checking my email and writing down the temp. password, I then "attempted" to sign in, to no avail.I made (zero) mistakes and after 3 or 4 tries, I was locked-out of the accout.It's not like I want to pay this money back or anything. (Follow me here).However, by having bouko issues wjth (Navient; OL as well as customer service), the act of paying my loan is nearly giving me a migraine...Desired Settlement: It would me most-excellent for to have a "direct" contact to Navient. (Email primarily, and as well, a phone number (direct-line) secondary.In axdition, for all of the B.S. a small token of their sincerity in the importance of healthy-customer-service would be a bonus.What say they send, to [redacted] a pair of movie-passes, which can be used for (any) movie... (AFTER learning of what theatre would be ideal for my location...)After this happens, all will be all-good...

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.

Consumer

Response:

Review: I am writing about a billing issue that has remained unresolved. My student loans were previously managed by Sallie Mae until it was recently transferred to be managed by Navient. I am presently a full-time college student this semester, which should put my repayment status to "deferment" (meaning, no interest will accrue for federal subsidized loans and no payment is necessary while in school). However, the status of my loans as of today is still not in deferment status. Next payment is due 3/1/2015 and I have just received an email notice of this payment due date. There are no mechanisms on their website to allow me to physically correct this status. I called Navient 1-2 weeks ago to report the status error and I was told this matter would be corrected. It's still not corrected and the next payment is due soon. I have notice the extensive billing complaints on Revdex.com, which makes me anxious to have my error resolved before I become penalized for inability to pay the next payment amount. I hope Revdex.com can help me.Desired Settlement: Desired outcome is to promptly change my repayment status to deferment so that I will not be penalized for no payment on 3/1/2015.

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 February 11, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: Under my previous terms and conditions with Sallie Mae, in school deferment didn't have a maximum term. Only to repay 6 months after I graduate. Now Navient is stating they cannot lower payment not offer in school deferments to me which is violating my original terms and conditions of my loan.Desired Settlement: My loans to be in in school deferment until I graduate

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 10, 2015. Please allow sufficient time for postal delivery.

Review: Hello

My story began with Sallie Mae, now known as Navient, back in 2009 when I graduated and started to be in the "repayment" phase of my private loans. After college I was unable to obtain employment and reached out to Sallie Mae to figure out what options I had. I was told my only option (deception by Sallie Mae to take the maximum $$$) was that I had to pay a fee of $150 every three months - which did not go to the principal or interest of my loan - in order to keep from going into default and ruining my credit before my life even began. This was some sort of unemployment "fee". I continue to pay this fee for over a year – where did this money go?? I have recently read an article that this fee was unlawful and should have been applied to my loan but it has not been. Since then I have been put into a rate reduction program where all of my payments go to interest only, mind you these payments are $1000 + every month. Back about three or four years ago when setting up these payments with the representative over the phone, the representative misapplied my payments to the loan (something I had no control over - I paid what they asked and my part was done) therefore causing my loan payments to not go to the appropriate loans and causing a problem with the loans. This error was not caught by Sallie Mae for several years and was only caught by representative by mistake within the past year or so. ( I have also read on this Revdex.com website that Sallie Mae has been doing this as another unlawful practice) Sallie Mae has been charging me late fees for over four years when I have been making payments on time every month I have called over a dozen or more times over the past year and a half to try to correct this problem and each time I've told that the problem will be fixed, but it never is. For an example, since September 2014 until January 2015 - $198 of bogus late fees have accrued on my loans while Sallie Mae takes their payment every month as scheduled as usual. Sallie Mae has been stealing money from me and has been getting away with it by telling me that they will "fix the problem and get back to me". Nobody ever called me back and I've spoken to more supervisors and I can count with no result to any problem. I did receive a $50 check from Sallie Mae a month or two ago but as you can tell from the example above $50 doesn't even start to cover the fees and interest that I have been unlawfully charged. Sallie Mae has done nothing but bully money out of me and many others like me and with nowhere else to turn for money for school. When trying to figure out how I will put myself through school, I had no other choice but to borrow money from them or not go to school at all. I am in severe credit card debt (over $30,000)because of the repayment of this loan which still has a balance of over $150,000 and have been ever since I graduated because of Sallie Mae's unethical practices and means of deception . Because my loan is a private loan and is not regulated by the federal government like a federal loan is Sallie Mae feels that they can do what they please without consequence..... well I am done being bullied and I'm done having money stolen from me.Desired Settlement: I want the money I want the money (unlawful late fees and interest) that Sallie Mae has stolen from me for the entirety of my loan back and I also want all of the the fees of $150 ( that I repeatedly paid over more than a years time) that were never applied to my loan to be applied to the 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 March 5, 2015. Please allow sufficient time for postal delivery.

Review: I was enrolled in Navient's Automatic Debit Program for my student loan payments. I recently switched banks and closed my old bank account. I called Navient's customer service on February 19, 2015 and offered to provide them with my new bank account information. I was told this can't be done over the phone, but I can simply update the information online.

February 25 came (payment date) and my payment is processed, but then promptly reversed. I send them an email asking for explanation. I am told that the payment was attempted from a closed bank account and I need to contact my bank for more information. I replied stating that I updated my account information on the 19th and asked them to take my payment from my new account. Navient's reply stated that they do not have my new banking account information, my automatic payment program was terminated and a fee was placed on my account. I also noticed that my interest rates were increased. I then replied stating this is unacceptable. I asked for the automatic program to be reinstated, my interest rates reduced, and all fees waived. I just received a reply stating that my fee was waived and that I will need to reapply for the automatic program and wait 4 weeks for them to decide if I am eligible. I was also told that they do have my new banking information, but it has not been updated on their end.

When I called customer service, I was not informed that this situation could or would happen and I am very frustrated. I feel as though I am being asked to fix Navient's mistake and being forced to jump through hoops for a simple task.Desired Settlement: I would like my Automatic Debit Program to be reinstated, my interest fees reduced significantly and a formal apology from a manager or supervisor of customer service.

Business

Response:

Thank you for

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

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

Postal Service on March 11, 2015. Please allow sufficient time for postal

delivery.

Review: I have been contacted by Navient representatives twice in the last week, asking me to call them back to discuss my student loan account. They have been calling from [redacted] and have been asking me to call back at [redacted]. Once I called, they asked for personal information, and told me that I am 55 days late for a payment. The only student loan I have is through Fed Loan Servicing, and I am fully up to date on payments. I told the representative at Navient that I didn't feel comfortable giving her my financial information, because I didn't think that I had a loan through her company, and I was hung up on. It seems very suspicious to me, and I am quite concerned that I already gave them my birthdate, social security number, e-mail, and cell phone number.Desired Settlement: I would like to know the validity of this company, and know that they aren't going to use my personal information for false purposes.

Business

Response:

Thank you for

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

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

Postal Service on March 11, 2015. Please allow sufficient time for postal

delivery.

Review: We co-signed SallieMae student loans for our son and agreed to make $27.95 monthly payments on one loan. Our son is still in college, and we have faithfully made payments on time. Sallie Mae transferred this one loan to Navient in 2014, and the new process for payment was not communicated to us. We have continued to mail payments 7 days before the due date, and our Credit Union statements show that the payments are being made. However, Navient continues to send e-mails and make harassing phone calls to our son, our home, and my work. It is my understanding that it is not required to begin repayment of student loans until 6 months after graduation, but we are making these payments voluntarily. My wife has faxed copies of our credit union statements to Navient as requested, and she has fax confirmations indicating that the faxes were sent successfully. Her requests to be notified that the faxes were received have been denied. Navient continues to say that we are behind by two months payments. The calls that we receive are often automated, and we are put on hold when we answer. When we attempt to return a call, we are often put on hold and sometimes the call is dropped or we are told to call at another time. Automated calls are received after the hours that anyone will answer. We believe that our payments for the Navient loan are being applied to another Sallie Mae loan that we have not agreed to begin paying.Desired Settlement: The payments that we have faithfully made should be applied to the correct Navient Loan, and we should receive in writing assurance that Navient has corrected their error and our credit will not be affected in any way.

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 12, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: For four months now, Navient has not been able or willing to fix my account history and I'm showing late on my payments. All representatives I talk to tell me different things and no one helps. In November I made my first payment to Navient. Turns out the so called service specialist was not supposed to take my payment but he took it over the phone. Navient refuses to honor that payment, for which I have my receipt, and made me pay late fees and does not care at all for my credit history even though Navient made the mistake. Navient told me that the only way to fix "this situation" was to place my account on forbearance, something I do not need and something Navient never did. Navient never answers to emails, service specialist transfer your call without telling you, which causes you to repeat your case over and over. At the end you just have to pay or else it will reflect on your credit history. When I told the service specialist what I wanted (have my November payment honored) he simply dismissed my request with a no.Desired Settlement: I want Navient to honor my November payment and either refund it to me or apply it towards the March payment since I have already paid February. 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 March 5, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: Well these people are telling me that my student loan payment is $1,400.00 a month, that is more than half of my income. So I applied for an income based plan and was approved but now my total debt is increasing even though I am making payments of $150.00 when my payment is only $50.00 a month. So I am over paying to try and get the principle down only its going up. So I either have to decide to pay the $1,400.00 a month or have a place to live and care for my kids...or....pay the income based payment and the total loan amount continues to rise as everything is applied to intrest so the loan amount will never be paid off. How is this legal? How is this ok?Desired Settlement: I would like this to be adjusted so that not only myself but others can afford to live and get our student loans paid off. At this rate it will never be paid in full. I would like either the loan payments to be adjusted to better fit incomes and/or have more amount applied to the principle and less to interest so it will be paid off.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on March 18, 2015 and resolved the

issue with the customer.

Review: I called Navient over three times and sent a detailed letter and have had no response. When I call their representatives inform me the information I am looking for has been mailed and is on its way. Two months later I still have not received the information I need. I contacted Navient so many times for the same reason, I need a list of all the loans that were consolidated under the original company Salliie Mae as well as a list of every payment made the past 4 years. I need this information to be part of the ten-year loan forgiveness program which apparently they dont want me to be in because they refuse to send me this information. I have proof I was with them since April 1st 2011, I have a promissory note, My first two bills and payment information with check number. I sent all this information to them and they are still denying I was consolidated with them for four years and refuse to send me the information I asked for. I need all my past history payment information for the past four years as well as a list every loan that was consolidated under them. Please have them send me this information.Desired Settlement: I need a letter from Navient. I need all my past history payment information for the past four years as well as a list of every loan that was consolidated under them, the bank name, amount, and prior interest rate. Please have them send me this information. I need this because a collection agency is stating a loan is still outstanding under my mom's name. This is very important.

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 25, 2015. Please allow sufficient time for postal

delivery.

Review: I currently have student loans serviced by navient via sallie mae.currently I am unemployed but still making monthly paymentsi called them numerous times asking them if they could work with me and make it affordable as I can make the payments that they want.in feb I asked what they could do for march they told me make a 380 payment on the 22nd.I was then informed on the 9th that I was a day late and now I owed over 400 with interest.I explained to them that it wasnt due until the 22nd as agreed upon they told me know it was due on the fourth.I explained to them that because I am unemployed was there anything I can do to at least make my payents affordable.I was told there was nothing they can do for me.they are very rude and unprofessional and causing me to have anxiety worrying about paying them back I dont know where to turn for help for this matter.they also told me I opwed more than what I borrowed on the pricipal.I do not receive monthly statements so I do not know where my payments go .I feel like I am dealing with loan sharks and at this point they have me thinking about defaulting.on top of this they are giving me balloon payments eveymonth they go up and up.I started at approximately 220 then 300 310 now they want over 500 per month.Desired Settlement: all I want is an affordable monthly 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 March 20, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response: