Navient

Review: In December 2014, I contacted Navient several times on behalf of my son regarding his education loan account (I originally cosigned) because he was moving/changing jobs and he didn’t have time to call. He had been locked out of his Navient online account and needed to make a payment and just wanted his online account unlocked. I called Navient numbers [redacted] Each time I got an automated system that sent me in circles and made me enter my account number only to get nowhere. When I finally managed to get a “real” person, they weren’t authorized to do anything but take payment - but my son needed to make payment. I NEEDED THE ACCOUNT UNLOCKED so my son could pay his loan. I only wanted to talk to the person who can reset the online account, but was then told it wasn’t my account. I begged them to send a password reset to the email on the account, but NO. I was told I wasn’t authorized. I even emailed, faxed and mailed the fax letter to Navient as well.

If the account went delinquent and I wasn’t authorized, then how come Navient sent the account to the credit bureau and now MY credit is trashed because of it?

Navient, needs to have the proper technical service support that doesn’t require more than two hours of being on hold and/or passed to numerous people only to find out I didn’t have any authority. Navient can’t have the ability to ruin your credit for being responsible for a loan but at the same time tell you are not authorized to access the online account. Responsible but not authorized? Either it is my loan too and full authority to the online account (I tried to make an account in my own name and the Navient system won’t let me) OR it isn’t and you need to clear my credit report. Navient can’t have it both ways. I have never ever had a credit report delinquency until this instance.Desired Settlement: I want the Navient delinquency on my credit report cleared IMMEDIATELY.

Navient MUST establish and easier way to reset a password without the enormous hassle of calling and being on hold for hours. Many other online sites simply send you a password reset to the email on the account with security questions etc.

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 13, 2015. Please allow sufficient time for postal

delivery.

Review: I mailed in a payment for a loan on 12/29 and it arrived and was applied by Navient on 1/2. The payment was to completely pay off one of the loans (the consolidated unsubsidized loan). I clearly wrote a letter specifying the loan number, account number and amount to be allocated so that there would be no confusion. I followed Navient's posted procedure of writing out my allocation wishes clearly. Navient, however, decided to allocate my payment in a way to maximize their own interest to extract more payments from me by way of allocating my payments towards subsidized loans instead of unsubsidized loans.Desired Settlement: I'd like Navient to allocate my payment as originally requested and for them to pay for all the interest that should not have accrued due to their incompetence. I have read other complaints on Revdex.com.org and it seems this is a continuing issue with others as well in Navient's attempt to gouge borrowers. I'd like my complaint to be kept and filed with similar ones so that it can be used as a resource for possible suits.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on January 5, 2015 and resolved the issue with the customer.

Consumer

Response:

Review: On October 10 I called Navient to set up a payment plan. I feel in more debt upon my Lupus Nephritis flaring up. I'm behind in several bills. Upon talking the customer service agent and after giving my information, she said that the lowest payment they could accept is $93. I explained to her that I cannot afford this. She then said we will take note of this. And proceeded to attempt to end the call. I interrupted her and said however I can make a lower payments. She became very irritated with me and the rest of the phone conversation. Never giving me a chance to make a lower payment. She said $93 is the lowest they can go I then explained I cannot afford that. She then told me that we they will take me to court. Then explained again I can pay a lower payment you can take it automatically from my account she then said OK we can set that up. I asked why she didn't tell me that is an option, she said I cannot offer that to you. I became upset by this news and asked why were they going to take me to court when I can pay a lesser payment? She then became So upset that she put me on hold for five minutes. I then hung up and called back four times each time the customer agent hung up on me. I don't even get a chance to say hello. I got a litigation review letter in the mail I do not want to be taken to court. However I cannot afford the $93 a month. I am asking for lower payments and better customer service. And not to to shame meDesired Settlement: Accept lower payments and cease litigation review.

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 23, 2015. Please allow sufficient time for

postal delivery.

Review: Each month for the past 5 months this com9any put a pre hold on funds 4 days prior to the payment date, which caused a $420 in overdraft fees to my account. This caused my account to be reset for use via check writing and debit card use. I was told by several agents they don't do that and won't or they do and its a standard practice. I asked to have the payment date change to bemore flexible. They stated no. I explain the cost and if the could incur that cost.Desired Settlement: Would like a credit of $500 toward the principal and change date of payment to first of each month.

Consumer

Response:

Review: I'm in a contract with Navient so that I need to pay on time for 3 years to be eligible to release the co-signer on the student loans. They used to be Sallie Mae.

Now, 6 years ago, they've pulled this same thing I'm dealing with now. I had to wait 3 years to build good standing with the business, but I was less experienced with being extorted. I have the same situation happening again, on June 5th, 2015.

They will say a payment was being processed, and they I am on an auto-debit from the account. (I'm very busy, and I can't be online checking my emails from them every week from this one service and I depend on this to directly debit from my account.)

I wanted to change the amount of the auto-debit higher, and I called into make a payment after cancelling it and re-instating it.

When I called in, I spoke to someone camed Moisha to process my May payment, and find out how to raise the amount in the auto-debit. She said that for me to change the amount of my pre-pay, I would have to have paperwork sent by mail. I would need to cancel my pre-payment, and she would set it up over the phone for them to edit. They did not email me confirmations or anything to validate these conversations. They said they do not have confirmations for these things.

Now, I find they did not rein-state the pre payment, and did not debit from my account on time.

I spoke to a supervisor because they refuses to send me confirmations for anything but the payment, and since I was told to cancel the prepay for the rep to set up, now it looks like I canceled the prepayment.

The supervisor, Jenny, would only tell me the system just shows I cancelled my prepayment, and would not send an email, a letter, or anything explaining the confusion and I was midled. This will affect by hard-earned 3 year standing with the company, and they are aware if I managed to remove my co-signer, I can default on my loans.

I think this needs to be investigated. Their mistakes should not be impacting me and my family what-so-ever. I want a letter explaining this was NOT my fault, and I do not want to be affected by the payment they did not process as they said it would be.Desired Settlement: I want a letter explaining this was NOT my fault, and I do not want to be affected by the payment they did not process as they said it would be.

Business

Response:

Thank you for

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

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

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

delivery.

Consumer

Response:

Review: I received a phone call from Navient on 06OCT2015 while I was at work. When I answered the call, the representative on the phone stated she was from Navient stating my September payment had been returned and my account has been delinquent since August. I stated that she was incorrect and I was at work and I disconnected the call. I received three (3) more phone calls from a number in Delaware on 07OCT2015, also while I was at work, and I was unable to answer. I called the number back at 5:35 PM when I got home and I was connected to a representative named [redacted] also stated the my September payment had been returned. I stated this was incorrect because it posted to my bank account on 21SEP2015. After back and forth conversation, we realized [redacted] was referring to previously set up automatic payments that had been scheduled for the 15th of each month when I signed up for the Rate Reduction Program. I entered the Rate Reduction Program on 18MAY2015. According to [redacted], my bank has been returning the automated payments since May 2015 with the disclaimer of "account not found", meaning the account number on file was incorrect. I asked [redacted] why I wasn't contacted in May when the first payment was returned. She told me that all of the correspondence is system-generated and the account does not get placed with a person until it is delinquent. Since I was paying online, Navient's system never notified anyone that the account on file was not correct. Instead, Navient kept trying to take payment from that account on the 15th of every month. When the payment was returned, I would receive an email stating I had correspondence from Navient. When I logged on, I saw a box outlined in red stating I had a certain amount of messages (currently it states that I have two (2) messages). There is a link within this box that says, "View All Messages". When that link is clicked, a pop-up box appears displaying messages. None of these messages ever stated that the account number on file was incorrect. I told all of this to [redacted], at which point she told me there are actually two (2) methods of communication from Navient; the messages that I had described, and another section called "Correspondence/Inbox". In order to find the correspondence/inbox, the user has to click "Customer Service" in the purple tool bar at the top of the page, select Private or Federal loans, and then navigate to the selection that says, "View correspondence/inbox". Here I found the letters to which [redacted] referred. I was not aware this "Inbox' existed, let alone where it was located until [redacted] told me. [redacted] and I also discussed the discrepancy in my loan payments. I was told that my loans are two (2) months past due. I stated that when I logged on and made my payment(s) on 19SEP2015 (these payments posted on 21SEP2015), I paid the balance shown in full. [redacted] explained that because Navient was expecting the automated payment on 15SEP2015 and that payment hadn't been returned yet, the amount shown when I logged on was not correct. I stated that there were no pending payments showing when I logged on and she stated that it would not have shown as a pending payment. At this point, I requested to speak with a supervisor because this matter needed to be resolved. I was connected to [redacted] and our conversation covered the same information detailed above. While talking to [redacted], I logged onto my account and pulled up the correspondence in question. The most recent letter states,"Your recent payment in the amount of $303.49 was rejected by your bank because: unable to locate". The letter goes on to say, "We've removed this payment from your education loan account. Unless you're paid ahead, your account may be considered past due until we receive your payment in full. As a result, you may be charged a late fee.* Please refer to your most recent billing statement or log in to your account at Navient.com for more details regarding dates and fees that may apply". The next line in the email states, "Making Payments - There are three easy ways to pay:", the first of which is, "Online at Navient.com - the most convenient way to pay". Although I never saw this correspondence, I did exactly what it instructed me to do, which is to pay online. However, it is important to note that this letter does not give any instructions on how to correct the account number error. This led me to the conclusion that Navient was not concerned that the account number was incorrect, they were only concerned with getting paid. [redacted] went on to say that if I paid the past due balance I would be brought current. I refused, since the past due balance is only past due because of Navient's billing error. [redacted] then stated that she, "can't just wipe out the past due balance". I told her that I was not asking her to "wipe out" anything, but I am aware that Navient can use an administrative forbearance to correct for errors on their part to bring my account current. [redacted] tried to tell me that this option does not exist, at which point I informed her that I knew it did because that was the resolution to my previous Revdex.com complaint against Navient in November 2013. [redacted] stated she would cancel all of my pending payments, but that she "would not" bring my account current. I stated that this outcome was unacceptable and that Navient needed to make this right. At this point, [redacted] placed me on hold and never came back. Instead, I was connected to another supervisor named [redacted] is without a doubt one of the worst customer service representatives I have ever encountered. She came onto the call with a very derogative tone and proceed to tell me "what was going to happen" and "what she would not do". She berated me and talked down to me throughout the whole conversation, which soon became a reiteration of the information presented above. While she admitted the billing error was on Navient's part, she tried to bully me into making a payment by telling me all of the things I should have known. I tired to explain that I was frustrated because if the error had been on my part Navient would have called me, they would have called my co-signer, they would have sent letters, etc. and I would have been expected to correct the error immediately, not when it was convenient for me. But this time the error was on Navient's side, and I was still expected to bear inconvenience in order to fix it. This is unacceptable. [redacted] became even more rude and hostile at which point I requested her last name for my Revdex.com complaint. She spelled her last name for me, and then proceeded to say, "you just really want to file a complaint". It was at this point that I lost my temper and after informing [redacted] of her non-existent customer service skills, I disconnected the call. In the five (5) months between May 2015 and October 2015, I did not receive a single phone call from Navient. Since 06OCT2015, when my account was officially delinquent, and today 07OCT2015, I have received no less than four (4) phone calls.Desired Settlement: I want Navient to apply an administrative forbearance to bring my account current since the root cause of this issue was the incorrect account number that they were aware of for five (5) months but made no attempt to correct. I would like all pending payments referencing this incorrect account cancelled and I would like to continue paying online like I have been for the past (5) months. Additionally, if I or my so-signer were reported delinquent to the credit bureaus, I want this reported as a billing error on the part of Navient and I want it removed. Lastly, I want an apology from [redacted] for the way she spoke to me and I want coaching provided to her specifically on how to handle situations like this in the future.

Society makes delinquent borrowers out to be lazy, free-loaders who do not want to accept responsibility for their debts. But here I am, making every effort to make payments, and I am now delinquent because Navient did not care that their information was incorrect until it led to a past due balance.

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 16, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: I was a client of Sallie Mae and found out in February 2015 that Navient now held my account for my student loans (never was notify of this change). The first issue I have (not sure if I can include all within this one area), but I had been delinquent on my student loans, but this is due to the fact that the company would not work with me on getting the payments lowered due to a financial hardship, but back in 2011 thru 2013, I opted to make only interest only payments (with acceptance from Sallie Mae) - following my last payment, I attempted to discuss a new monthly payment, and their response was basically, "It is what it is" we can not make any adjustments. I made payments as I could and afford. Two years later, I received a call from this new company, Navient, and also on 2/25 I received letters dated, 2/20 and 2/24, stating my loans were delinquent (this is correct). I then talked to them on 2/25, 2/26, and 2/27 of this current year, and each time received different information on how to handle my loans moving forward. Of the three individuals that I spoke to, no one could verify the letters (issue one). I filled out this new document call "Fresh Start" and found that my interest percentage was increase w/out notification as well from 8% to 8.25%. I feel that a "bait & switch" was used here. The bait was everything I asked was stated as "Yes" we can do that, the switch I feel is that now talking to customer service, they claim they cannot do anything that I discussed with the initial individual. I also brought up the interest only payments from the 2 year period, they could not see this, and my loan balance was never decreased. Now, since I filled out the Fresh Start, I am suppose to talk to customer service. I called the 800# on the received letters, and when I finally was able to talk to a real person (their phone system is set-up so you can not go directly to a customer service agent without pressing many buttons and answering many questions) and talked to an operator which they had no reference to my loans on their system (they mentioned I was talking to the federal side and my loans must be on the private side, so she transferred me. (2nd issue, when using Navients web-site, my loans are labeled as FEDERAL). Over the course of the next several days, I spoke to their customer service, and when referencing my conversations from the previous week they had no record of what was discussed. Everything that was explained and manner in which Navient would accept my payments, what I could do to obtain a lower payment, etc, was not available to the customer service rep (issue 3). On, or around March 15th, I submitted a payment based on the letter received (dated 2/20 and 2/24 - this was done as a Return/Receipt, over night) and included in the package of documents was; (1) cover letter explaining the manner in which the payment was to be applied, copies of the two letters received with the amount listed on both of them, and the actual live check for $14,118 and change (amount shown on letters). A few days later, I checked Navients web-site and found that the payment was not applied as instructed, but applied to both accounts. I called them up, and they stated that I could not submit a payment to a particular account, that the manner in which the accounts were set-up payments were shared. I stated to them, then if this was true then why can I make a payment on my smart phone or their web-site and direct the payment to a specific loan. After approx. 15 minutes of being on hold, I was told that the payment was reversed and directed as requested. A couple days later, I verified this, as well that now there was still a balance due. (4th issue - if my loans were set-up in this manner, then why didn't they call - $14,000+ is a lot of money). I found that this remaining balance was what they are calling capital interest from when I put my loans on hold, which was not disclosed previously. So now, again, I use there web-site and find the pay-off for this loan that I've been trying to pay off (the pay-off calculator showed $1,160 as pay-off). On April 6th, I go through the same process again, type up a cover letter, explaining that I want to apply $1,160 to pay-off the remaining balance on this loan, and that the remaining balance to be applied to the remaining loan. On 4/13, I checked their web-site and found that the same issue again, they didn't follow the letter I submitted and applied the payment ($1,498) across both loans, leaving the loan trying to pay-off with over a $700 balance. On 4/14, I called them up again, and again had to express that I was not happy, explained that I letter was sent explaining the direction needed to apply the payment. They stated that they couldn't do this due to the manner in which the account was set-up. I told them not true, because they just did this on the first payment, which was 10X's more than this one. By this time my disposition was on the edge, I told them that I was going to file a complete with the B.B.B. I was then put on hold for an extended period of time (felt like 15-20 minutes, which was the actual length of being on hold), and the operator came back and said that we are going to reverse the payment and apply it as instructed. As of today, I have followed up and found that the account needed to payoff has been zeroed out, but the remaining amount of this payment that was to go to the remaining loan, was applied as an interest payment (my next current payment isn’t due until May, 2015 – so why should I have interest). I will be calling them again to discuss this matter.

In closing, you can see that I have a few issues with this company; first I would like to find out what happen with the interest only payments, if in fact they didn't apply that money to my accounts, then I want it back (approx. $225/month X 24 months); secondly, information is not made available for future operators on previous conversations held; each operator that I talked to, does not obtain the same level of knowledge as the others. A number of times I requested to talk to upper management and was denied, no-one was available. Except, on my last call, I was told that I would need to speak with a supervisor, but requested then that I talk with her direct report, which then was denied. Payments were submitted to the address required for payments, it didn't matter that I submitted payment instructions, they made the payment in the manner that they wanted to do, not how the customer wanted.

I have spent a number of years talking with the old company, and have had the same issues with them. They do not want to work with you, its their way or the hard way. I have never come across a financial institution of this magnitude and had so many issues.Desired Settlement: I need closure to these loans, after my continuing issues with this company, and having three kids of my own, I will never suggest taking a loan from this company in the future. Something is not right here - there manners show that they lack knowledge on the processing of and the financial processes governing their business.

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: Navient is who I pay my school loans through. It used to be Sallie Mae, and now Navient has my account. When my account was with Sallie Mae, I signed for up for automatic payments to come straight from my bank account. I have had this feature for 2-3 years.

Recently, I went to pull the tax document from my Navient account and noticed that I had been signed up for deferred payments as I am in school. This meant that the automatic debit payment stopped; something that I did not authorize. I did not receive an email or any correspondence about this change, and if I did, I would have reversed it immediately as I want to continue making my student loan payments. Only at the very end of my February statement did it mention anything about deferred payments. I have never had to check my statement as I have never had an issue in 2-3 years.

Plus, I received an email when Sallie Mae started using Navient; why was I not informed about this important change? Navient has all of my information: my name, phone number, address, email address, and Social Security number. There is no excuse for lack of contact.

Update: I have been on hold with Navient for over 2 hours on two different days trying to correct this issue. I spoke to various customer service agents who said that there was nothing they could do. I finally got on hold with a senior supervisor who I was told was "doing research" and then the phone promptly hung up after a survey. Isn't that convenient?!Desired Settlement: Because interest accrues daily, I am frustrated because I would have had to pay less interest if the automatic debit had been completed as scheduled. This amounts to less than $1. I would still like this reversed as I don't like the fact that the lender feels that they can do whichever they want to our account without proper notification. If I hadn't corrected this, (by reversing the deferred payment) I don't believe that I ever would have received notification. This would have worked in Navient's benefit as the interest would have continued to accrue, and they would have been paid more in the long run from the lender's lack of communication. This is what I feel needs to be addressed.

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 16, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: Navient Corp is denying me access to my account summary. Additionally, another persons name and birthdate are attached to my account number and my social security number in Navient's files.

In September of 2014 I called Navient with a complaint about not being able to access my online account. It was at this time that I was notified that another persons name and birthdate were attached to my social security number and account information. They asked me to fax them my social security card to verify my identity. I had to fax them my card twice before they had apparently received it on their end. I was in my senior year of college and neglected this problem probably longer than I should have. My next complaint was earlier this year.

On June 23, 2015 I called Navient to make my first payment on my student loans. I complained about still not having access to my online account. The lady I spoke with told me that they needed me to fax my social security card to verify my identity. I told her that I did that and they should have it on file. She put me on hold and when she came on she verified that they did indeed have it on file. While trying to figure out the problem I did gain momentary access to my account online by using another birthday, January 21, 1992. When I gained access I saw someone elses name, [redacted], along with her birthday and address. But all of the loans were mine. I am worried about a breach in my personal security as this [redacted] may have access to my name, birthday, and home address the same way I gained access to hers. However [redacted] seems to still be in Navient's files under my social security number. The lady I spoke with filed a complaint and summarized our conversation in my file. She successfully took my payment on my loan (to my knowledge).

On July 21, 2015 I made another payment to Navient. The issue with my online account had still not been resolved.

On August 27, 2015 I called to make a payment to Navient. The person I spoke with told me my account was past due as I had not made my July payment. I told him I had and gave them my confirmation information. He found my payment but told me that it was not processed properly and did not apply to my loan which was putting me in past due status. I made a double payment with him to secure that my loan was paid up to date and asked to speak with his supervisor. He transferred me to his supervisor, [redacted], and [redacted] assured me that he could easily fix the problem with the payment not being processed properly and told me he would call me the following Monday to confirm the fix. He never called.

On September 1, 2015 I called Navient to get an update on the July payment problem and contacted a lady named [redacted] told me that I would have to make an additional payment. This didn't really make much sense to me. She told me that they couldn't just fix the problem with the July payment being processed improperly but offered to refund me that payment since it had not been processed to my account. I asked to speak to her supervisor. I was transferred to her supervisor, [redacted], and he offered to refund the payment. He told me they couldn't just fix it. He had no explanation for why [redacted] told me they could and got very rude with me for asking to explain why he would promise me that. I allowed [redacted] to refund me the payment and accepted that that was the way it was. I asked him to file another complaint in regards to my online account and to mail me my account summary. He never did mail me my account summary. I believe this behavior to be intentional and he was extremely rude about my being upset about not having access to my account. To date I have never seen a summary of my payments to my account.

On September 11, 2015 I called for an update on my online account problem. I contacted a lady named [redacted] who told me that no action had been taken in regards to my complaint. She filed an additional complaint for me.

On September 29, 2015 I called to make a payment. At first they would not take my payment because they were telling me that my name and birthday did not match up with my account information. This is the first time I had this problem on the phone. The first person I talked to put me on hold and hung up on me. I did not catch her name. I called a second time and got a hold of a person who mumbled her name, twice, and rudely spelled it to me [redacted]. Best I could get. She told me the same, that it was not my account. I assured her it was and started naming the people and dates I had made previous payments to. She put me on hold and when she came back she found my information. It took me MUCH longer than it should have to get her to confirm that they did indeed have my name attached to my account. She, after a long time of arguing, took my payment. I then asked her to file a complaint for me. There is no guarantee that my complaints are being seen to and now I cannot even make payments over the phone without a long and rude conversation of insisting that they have me on file, they have my complaints on file, they have my payments on file, and they have my social security card on file. It took a long argument to get her to admit that and take my payment.

I have reason to believe that I have been flagged as a difficult customer and they are intentionally giving me a hard time and ignoring my complaints. I am being denied access to my account information and another person is in their system using my social security number. I am worried about identity theft and I have no guarantee that the payments I have been making to them are actually being processed towards my student loans. They are refusing to help me and treat me like I am the one who is being difficult whenever I call.Desired Settlement: Fix my account. Get [redacted] off of it. Secure my social security number. Mail me my account summary. Allow me online access to 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 October 6, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: On February 5, 2015, I contacted Navient (my new Student Loan repayment provider after their split from Sallie Mae) to pay off one of my loans. When I called Navient to ask how I can pay off one loan the individual on the phone started to walk me through the steps. Along the way I got an error message. I mention the alert to the man on the phone and he immediately put me on hold. I assumed he was asking someone what to tell me to do next. He returned to the phone and stated that my Auto Debit had been CANCELED "as I had requested"! I was so angry! I did not ask him to cancel my Auto Debit that night (please-pull the call!) One hour and 30 plus minutes later (I was placed on hold several times asking for someone with authority) a supervisor had reinstated the Auto Debit and explained that he was new. I didn’t feel good about my transactions with them anymore (after an hour and a half) and decided to call again the next day to pay off my loan. The next day, I see that my Auto Debit was indeed reinstated, but the .25% savings/reduction on each loan’s interest rate for being enrolled in Auto Debit was no longer there. I have received this .25% reduction since I started paying on the loan in 2008. I was now being charged MORE interest, because of their error! Had he not canceled my auto debit in error ,I would not have lost my .25% reduction. The woman that I spoke to on February 6 (for maybe 30 minutes) spoke to her supervisor and assured me that on Feb 16th I would see the interest rate fix itself. On February 17th I called to find out why it still wasn’t fixed. This man who answered was new and so I asked to speak to someone else. I stayed on hold 25 minutes (he never returned to the call) and I hung up and sent Navient an email. In the email on February 17, I advised of all of the above and requested that someone fix the interest rates (that the first man broke) and someone with experience call me so that I can pay off one of my loans. I received a polite email that said they were sorry for what had taken place to date and per my request someone would call me. I didn’t receive a call back. I called them back on the evening of February 18, 2015. This call lasted 54 minutes and I was told that my interest rates have been fixed and should be reflected in the system by 6:25 PM tomorrow (24 hours). On February 19, 2015, I checked the system and they were not fixed! I received a phone call from Kevin who stated he would fix this right away and gave me his direct extension. He stated the fix should be reflected real time. I called him back at the end of the day and told him it still wasn’t fixed. He said give it 24 hours. I gave it 3 days. On February 23, 2015, I called Kevin back and explained that it was still not fixed. He said he would call me back that evening (which he did). He told me that evening that it was a system glitch and that it would take three days to fix. I did not get a call back from Kevin, so on February 26, 2015 I called him back. He stated that at 2pm that he had received an email stating that I should have NEVER had the .25% interest rate reduction- not since 2009. I said I signed up for auto debit while it was with Sallie Mae and for doing so they gave the reduction. I’ve always had the .25% reduction. He said he would need a few more days to try and overturn their decision, but he had to do it delicately. He said if I had something from 2008 proving that I was given .25% reduction to please fax it to him and it MAY help, but no guarantees. They should have a copy of my records and I shouldn’t have to fax proof. They also can see I’ve always had the .25% discount. They are just scam artists. They should not be allowed to do this to people- steal their money and pretend they are not doing it and get away with it. At this point, I don’t trust them at all. I need Revdex.coms help in order to ensure my interest rates get fixed (the .25% reduction for using Auto Debit) and ensure that I can pay off my highest interest loan (not just a payment towards the bulk sum- which is in THEIR best interest and not mine.) Thank you in advance.Desired Settlement: I need Revdex.coms help in order to ensure my interest rates get fixed (the .25% reduction for using Auto Debit) and ensure that I can pay off my highest interest loan (not just a payment towards the bulk sum- which is in THEIR best interest and not mine.) Thank you in advance.

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: They have failed to provide the ORIGINAL DOCUMENTS OF THE FRAUDULENT LOANSDesired Settlement: Im asking my garnishments back

Business

Response:

A representative from the Office of Customer

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

issue with the customer.

Review: I'm a customer with a private student loan. My interest rate is very high and I have an entry level position, I do not make enough money to pay my loan and pay my living expenses. I want to keep paying, but I need a repayment option that better suits me and allows me to have a good quality of life while paying off my loan. I've been trying to negotiate a repayment plan for over a year now. I've called many times and all the customer service representatives advised that the only way for me to get a repayment option based on my income or even a little lower was to be late on one payment and talk to the collection department. I did as they advised and didn't pay on time for the month of march. When I called the collection department they made a financial assessment on me and my cosigner. After doing this assessment they came to the conclusion that my cosigner makes too much money and therefore I am not eligible for any help from them. I don't want my cosigner to pay my loan, I don't want to beg for money when I could keep on paying on time if they just gave me a better payment plan. They advise that the only way for me to get help from them is to release my cosigner and to do that I HAVE TO PAY ON TIME FOR A YEAR, which I was only 2 months away from completing. Because of their advise of letting my account go delinquent to get some help I now have to keep struggling and maybe not eat for a year or drown myself in more debt. This is completely unfair and it demonstrates that the company has no quality of customer service and has very poor ethics when it comes to collection practices. Knowing that I do not produce enough money to make payments they choose not to help me in any way. Just ask me to take forbearance until my situation changes, I can only take 1 year forbearance for the life of the loan which is 10 years. In my field of work payment is low and to get a better salary you need to have 5+ years of experience. I only started working 2 years ago, that means I'm stuck with a similar salary for about 3 more years.Desired Settlement: I need my account to not be reflected as delinquent so that I can release my cosigner in 2 months. I need to receive a repayment option suited to my income at least for a couple of years (even if that means I will pay my loan in a longer time frame) and not have a negative impact in my credit score.

They need to stop suggesting loan borrowers to let their accounts go delinquent. I was explicitly advised by several customer service representatives to not pay my balance for at least one month in order to get help, this incompetence is unacceptable and unethical.

They need to start being human on their decisions of not helping the borrowers, especially students that just graduated from school and are going through amazing struggles to keep up payments.

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 31, 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: The people at Navient has continue to call me 10 times a day and after 7:00 pm and on the weekends harassing me on when I'm sending in my payment. I only get paid on the first of every month. I have told them that and they continue to call. They are calling me even the day after they received my payment. This harassment is stressing me out.Desired Settlement: NO FURTHER PHONE CALLS

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 2, 2015. Please allow sufficient time for

postal delivery.

Review: I have a student loan that should be deferred until my son finishes school next year, Navient said the school did not turn in the paper work so my loan is over due by 10 days, ok I paid the payment, Navient has called me 3 times this week before 7AM, this morning at 6:20AM and all they say is sorry but I need to talk to you.Desired Settlement: I want whoever is in charge to call me and explain why they called and woke me 3 times this week, what they are going to do to compensate me, and how they are not going to do this again.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on June 23, 2015 and resolved the

issue with the customer.

Review: I have had to place multiple calls over the past several years to correct misapplied payments. This costs me money and time and is unfair to myself and my employer. My calls at times are close to an hour and more than one call may be needed to resolve the issue of a misapplied payment. The past several times that payments have been misapplied I have had to call my bank (Regions) and get a manager from regions to talk with me on 3-way with a Navient associate. Some at Navient has said that I can have them take the payments directly out of my account where I would not have control of the payments and would not be able to see the payment in advance. I will not do this. Regions already sends the payment electronically and Navient should accept my payments and apply them correctly. I have talked with multiple associates at Navient and have done whatever they have asked me to do to remedy the situation. I am often told something different each time that I call in. I have never missed a payment but am constantly harassed as though that is the case.Desired Settlement: Fix the situation so that the payments are not constantly misapplied.

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 3, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: I have 4 private loans through Navient. I went online to pay them and was told because my loans were past due that I couldn't pay online and would no longer have online access. One loan was not past due and I called and asked to have access to that so I could pay it. I also had been paying a small amount on the other three loans to show good faith. After being transferred to another company that was closed, I called back. After 30 minutes (after 15 minutes first call), I was able to pay over this phone, this time, without the $14 phone, yes $14!, fee. I was never told the other loans would be transferred and that I could no longer pay online for the current loan. I was told they would out in a request for online access that would take 10 days, if approved or denied, I would be told in another week by mail. By this time, my next payment will be late. Navient has unfair practices and it should not allowed. Also, if there were going to do this to my other loans, I should have been notified so I didn't continue to pay a small amount each month on each loan.Desired Settlement: I would like online access to my accounts. I would like to be notified when changes are made to my account. I would like to know in a timely manner when/if online access will be "granted."

Business

Response:

Thank you for

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

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

Postal Service on June 25, 2015. Please allow sufficient time for postal

delivery.

Review: [redacted] is failing to correct the errors reported negatively against me via [redacted] Credit Reporting Agency. All [redacted] student loans were negative and deemed first date of delinquency on "APRIL 2008". However, [redacted] has incorrectly reset first date of delinquency to "FEBRUARY 2009", which is completely wrong. This is negatively affecting my credit worthiness and challenging to secure a home mortgage.

I have called, faxed and submitted my credit reports demonstrating the discrepancies and they are not cooperating. I need help.Desired Settlement: Delete all [redacted] entries from [redacted] credit reports

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 13, 2014. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: Ever since my lender switched from Sallie Mae to Navient, I have been having issues. Every single month, my statement displays that I owe one amount, so I usually pay a bit over that amount. This past month it showed that I owed 160.00, and I paid 200.00. Then, I get a past due notice that I owe an addition $43. This same situation has happened 4 months in a row now. Everytime I call, they claim they are fixing the problem and relocating my payments, and the same thing happens month after month. Every time I call, I speak with someone who couldn't care less about my issue. They say I need to pay each payment individually, but there is no option to do that on the website!! The only option is the pay the total. So every month, they allocate the payments however they feel, and then charge me late payments.

I am SICK of this.Desired Settlement: I would like to move my loan to another agency, as it is clear that this will not get resolved by this incompetent company. I have already contacted the federal student loan ombudsman, so I am hoping they will be able to help me with this.

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 17, 2015. Please allow sufficient time for postal

delivery.

Review: They had me in a forberance and borrower serves ecmc was supposed to resolve the issue all docs and paper work sent that I had no income NOW MY credit score took 140 point hit it's ruining my life horrible people don't follow up incompetent and rude HELPDesired Settlement: Credit FULLY adjusted LOAN brought to current status and SIF or NO INCOME PAYMENT base as REQUESTED

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 16, 2015. Please allow sufficient time for postal

delivery.

Review: On May 27, 2014 I spoke with [redacted] at [redacted] about a settlement amount for my student loan. [redacted] said it looked like it was possible it could be approved, and that I should send in my hardship letter, I was also told I would hear a response within 30-60 days. I sent in my hardship letter and never heard back from the company. Since then the company has merged with Navient. Navient should have the same information, that [redacted] had about the settlement but I spoke with four representatives (Two by the names of [redacted], and [redacted], the other two hung up on me) and a supervisor (John) who said they had no documentation about my $10,000 settlement. Furthermore John was very negative about my $10,000 settlement amount and he said that amount would never be accepted. He also said that my loan wasn't eligible for a settlement (but someone was working with me on the loan so obviously it was eligible). John was very condescending and practically accused me of lying about talking with someone since he could not find the documents. I felt as though he was talking to me like a robot and did not listen to my requests. He didn’t give me the benefit of doubt. We deal with computer systems and imperfect people it is possible that my documentation was misplaced. I felt extremely upset after getting off the phone with John due to the fact that none of my paperwork could be located and he had a very negative tone by saying it was impossible for me to get a settlement that I had already been working with someone to approve.Desired Settlement: I would like an apology for the rude service.

I would like my settlement amount to be honored.

I would like my case escalated to the person in charge of settlements.

I would like to be able to re-submit the documents they claimed to have not been received.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on November 3, 2014 and resolved the issue with the customer.