Navient

Review: No access to private student loans. They are taking $271 a month from my bank account but, I have no access to my account, I cannot check my balance or see if or when my payments are being applied to my balance. I have received zero correspondence from Navient regarding the acquisition of my loans and I am unable to confirm if payments are being applied to my account. Navient is harassing my co-signer by sending them false and/or inaccurate information in a phishing attempt to collected additional funds that are not owed from the co-signer. No information received regarding co-signer liability or responsibility when the loan changes from lender to lender.Desired Settlement: I need immediate access to my loan account. I need statements and proof of balance at the time the loan was acquired by Navient and the current balance and history of all payments received since 6/14/2014. Navient will provide all legal information that pertains to my co-signer's liability since the loan has transferred from lenders. My co-signer signed an agreement with SallieMae financial services, not Navient. Navient will provide clear proof that my co-signer still has liability to the loan or Navient will formally release the co-signer from any claimed liability. If Navient does not respond in a timely manner, I will be forced to file a legal suit.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on January 23, 2015. Please allow sufficient time for postal delivery.

Review: The quality of service I receive has declined significantly since the change over from Sallie Mae. This is unfortunate as they had already set the bar terrifically low. As an American who no longer resides in the USA, their service is appalling. I cannot pay online with an international account or credit card, which means I have to call and pay by card every time I need to place a payment. Their staff never knows how to process an international credit card and so I'm forced to sit on hold for ages every time waiting for them to figure it out. In addition to my time which is wasted, I also have to call them internationally and deal with those rates. This is absolutely unacceptable. I've suffered through poor service for the 8 years I've been repaying my loans, but at least I was previously able to make a payment. They have now made it so that it is practically impossible for me to repay my loans. Today I spent upwards of 40 minutes on hold AFTER getting through the phone bank and reaching a human being. This after having called in for the third time, when supposedly they just needed to run the card. This is after having been hung up on by the first person I spoke with (albeit, I believe, while she was intending to transfer lines), and then getting bounced back into the phone bank by the second person I called back and spoke with. Navient expects me to pay my loans on time, I expect for them to provide a reasonable method for me to do so. Spending an hour on an international phone call, wasting my time and raising my cell phone bill is not reasonable.Desired Settlement: A reasonable way for me to repay my loans.

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 4, 2015. Please allow sufficient time for postal delivery.

Review: Won't take my payoff amountDesired Settlement: Close my account except my payment

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on February 10, 2015. Please allow sufficient time for postal delivery.

Review: Using the navient.com website to view my student loans, I made a payment in January for the total amount due. Feb 1 phone calls started to my grandma and mother telling them that I was behind a payment. My mother paid 340.00 on Feb 17 to get me caught up even though I had not missed a payment. Mother and Grandma are receiving two phone calls each every day since Feb 1 harassing them about the payment. But I used the quick pay button on the website to pay the total amount due so I know I was not behind. On Feb 20, my grandmother called to inquire as to the problem and was told all the money was paid to only 1/2 of the loans instead of paying on all the loans. She had to pay an additional 338.71 because they couldn't transfer the money to the other 1/2 of the loan. We were charged a late fee even though half the loans received twice the money they needed. The phone call to inquire lasted over an hour and still no answer from the company as to the misappropriation of funds. This will effect my credit score and my family is tired of getting calls when we have been paying them the money they requested. The website is misleading, the people are rude in customer service, and they are not applying the money as they have promised they would to each of the loans. Further, out of the five people she talked to on the phone, three told her that the accounts were up to date and not past due while two told her to pay more. Inconsistence in answers as we were transferred up the line is very frustrating and makes us feel like we are being lied to. One person, Greg, actually said we had make two payments to get the loans paid even when the website says to use the quick pay to pay all the loans with one payment. Where is our money?Desired Settlement: I would like the Revdex.com to look into their business practices and somehow get the Private Student Loan department and the Department of Education Student Loan department to share the payments if the website says I can pay all the loans with one payment. I would like a formal apology in writing to both my Mother and Grandmother. I would like them to only contact 1 person with 1 phone call if there is a problem instead of the harassing 2-3 phone calls a day to two people when the problem is on them.

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 4, 2015. Please allow sufficient time for postal delivery.

Review: Falsely reporting that I was missing my monthly loan payments. Failing to honor letter stating I successfully paid offrepayment.Timely deferring my student loan payments while I am in school.Desired Settlement: Letter of apology. Reduction in my rate of student loan repayment. Reporting to ALL credit bureaus that my payments are in good standing. Defer my student loans while in school.

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.

Review: This business was paid in full by my bank account. They sent my a conformation # that confirmed the amount but put a different account number. Then charge my account again for $4804.93 without correcting the initial error. My bank knew me allowed the transaction from the first try to go through. I contacted Navient to correct the error but all they try to do is avoid taking care of the problem. They asked me to send my bank record via fax. I have now done this twice. This time I informed them I intend to seek my lawyer if they don't refund my money to my bank account.Desired Settlement: Please inform them they now have one week from 4/10/15 to fix the problem. I'm not joking.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on April 16, 2015 and resolved the

issue with the customer.

Review: I have been apllying for the student loan forgivess program for the past 7 months. The amount if for $5,000.00. The school that I was working at during the loan period qualifies for the program and the dates that I was employed at this school meets the requirement of 5 years as well. I have been constantly getting a denial for wrong dates, wrong form, I didnt place the comma in the correct space, or the hypen in the correct space. This has gone on for 7 months and I absolutely meet all of the requirements. The customer services representatives has also acknlewdged that what navient is doing is obvious.Desired Settlement: To have my loan forgivenen.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on May 8, 2015 and resolved the

issue with the customer.

Review: I JUST NOTICED THAT ON MY CREDIT REPORT NAVIENT IS REPORTING PAST DELINQUENCIES OF LATE PAYMENTS ON JUNE 2010 AND JULY 2011. AT THE TIME THESE WERE REPORTED I SPOKE TO SALLIE MAE VIA PHONE AND WAS ASSURED IT WOULD BE REMOVED. I NEVER ENTERED INTO A REPAYMENT PLAN WITH SALLIE MAE AND/OR NAVIENT ALL OF MY PAYMENTS WERE DEFERRED FOR DIFFERENT REASONS AND THEY AGREED TO REMOVE THE LATE PAYMENTS ON MY CREDIT BECAUSE THEY FAILED TO UPDATE THE RECORDS AND NOTIFY ME IN A TIMELY MANNER TO AVOID SUCH NEGATIVE REPORTINGS. CURRENTLY MY ACCOUNT IS IN DEFERMENT IN 2015.Desired Settlement: I WOULD LIKE NAVIENT AND/OR SALLIEMAE TO CONTACT THE THREE MAJOR CREDIT BUREAUS AND REMOVE THIS NEGATIVE CREDIT REPORTING OF JUNE 2010 AND JULY 2011.

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 27, 2015. Please allow sufficient time for postal

delivery.

Review: On 7/8/2015 I received a call from a very nasty woman at Navient telling me I owed $897.00 today, demanded persistently I give a credit card, cash, or check! I told her I was informed by the Advocates office of Disability not to speak to Navient; they handle Federal Loans for new borrowers; not Private Contract Loans. I told her to stop contacting my parents; the lawyer faxed/certify mailed a Cease and Desist letter for both of my parents that one more call criminal charges will be filed. She became very belligerent stating nobody called my parents: There are recordings of ALL NAVIENT CALLS as early as 7 am and later than 9pm, more than 4 times daily, everyday, including weekends/holidays! She told me she can call me if she wanted to, the advocates office can't stop Navient from calling. I explained, [redacted] has the contract, she merged all loans into one loan, the forbearance dates were to start and end at the same time. [redacted] had them in administrative forbearance, on several occasions had to extend that due to complications she had fixing it in the system. I call June 14th, 2015 spoke to John who adamantly refused to continue forbearance, he said one forbearance expired, the others had two months time left to use; that 897.00 would need paid, I explained that was wrong Ms. [redacted] redid the contract merging everything into one, making them due on the same date. He said he would email her to call me, no call was returned. I tried calling her several times and left messages, [redacted] at the advocates emailed her twice to call me, to present date no return call from her has been made. I have persistently, faithfully tried to resolve this issue as directed by Ms. [redacted]. I paid $150.00 every 3 months as I am permanently totally disabled, receive Medicare and only $1,000 disability pay. Additionally I was wrongfully denied the original disability review for waiver; this was for 7,500 and I paid 150.00 for forbearance. After my school contacted the company's higher ups it was determined it was an oversight that Minnesota life would review the loan. I was informed that I was approved for 100% waiver from [redacted] Salute at Minnesota Life in her review 9/2013, and just Friday July 3rd, I received a letter date May 21,2015 from Ms. [redacted] stating she got the information from Minnesota Life for the review of 7,500. I was offered 85% write off of adjusted balance. I am owed back 1 year of forbearance time I paid for the oversight error by the advocate of Sallie Mae/Navient. I called Ms. [redacted] right away left an in-depth message, requested a call; and called thereafter: I have a phone log showing these calls were made; and all conversations I have recorded including today's call from Lafayette, IN Navient Rep. I finally told the rep if I filed bankruptcy the judge would dismiss this, I am not collectible, and own nothing. The judge would not make me live naked in the street to die. Furthermore, disability payment is not able to be garnished, it is judgement proof. Per the [redacted]15.06 this is enforced by law! The rep told me this is in collection now, I need to go to bankruptcy court, it will not be dismissed, and shes starting collection action on me today and hung up on me! This is NOT negotiating, this is not being reasonable; it is not my fault Ms. [redacted] has not fixed this or called me back, and I absolutely can't give my entire disability check to Navient, and NO court of law will accept this ludicrous behavior from Navient! I tried putting it on forbearance, was denied my right to do so. I tried to resolve the issue before it became one to no avail. This is the fault of Navient/Sallie Mae poor customer service who are inadequately trained! To be harassed, threatened, and bullied, is against laws set by FDCPA, and serious repercussions are at stake against Navient for these actions!Desired Settlement: At this time I demand ALL ORIGINAL CONTRACT DOCUMENTS validating this debt. This is my right, and I am exercising it and demand it within 30 days of this complaint! I have contacted Attorney General, FTC, they will follow up with this! I demand any/all actions to cease immediately, per Navient rep: "She is taking collections actions against me, she reportedly stated it is in collections, Navient is not overseeing this contract; University of Toledo FA backs this. I will file suit in the court of law for these actions if one derogatory thing is on my credit report! Sallie Mae Advocate has my information, they have a duty and obligation to work with me and have done all in their power to not do so! I demand NO calls come again from Navient they will be directed to an attorney instantly, ALL CONTACT here on out is to be in writing from Navient. As Navient records conversations, I do as well, all conversations, all calls they made, all calls made to them have been recorded. It is not my fault I have become permanently totally disabled, I would prefer to work and earn sufficient income rather than diagnosed with illness with life expectancy of 10 years if that! I was approved for a waiver by Minnesota Life, and it states in writing; if I were, all debt, interest, is 100% waived; however, Sallie Mae has made their own rules to the language and rescinded their earlier words; I am eligible to have my loans reviewed for PTD discharge. I will not accept this treatment, be deceived by this company; of which is not licensed in the USA, and I will exercise my legal rights to the fullest extent of the law! For Navient to tell me borrow money, use a credit card; which clearly states it is not student loan as there is no paying student loans on credit cards which is more debt and wiped out in bankruptcy, and that I better go to the bankruptcy court because shes starting collection actions against me; she needs fired! Navient is to NEVER CALL ME AGAIN; EVER! I am to receive ALL contracts that they state this debt is owed, In 30 days, there is to be nothing on my credit report; this is against FDCPA, and unlawful/punishable by law, and I demand to speak to [redacted] ONLY I will speak to nobody else within this corporation but the owner or CEO! I also demand the records from the phone call that came in from Layfayette, IN [redacted] to be pulled and this incompetent ruthless employee to be held liable for her actions! To tell a person that they better get to bankruptcy court because shes pursing collection actions on them; and hang up on them! Especially when the Advocates gave me a directive NOT to talk to them, and [redacted] in the advocates office took my 150.00 forbearance fee 3 months ago and stated you have one forbearance left on these; and I tried on 6/14/2015 to do this but was denied, promised return calls and that never came; and failed at my extensive efforts in leaving messages with people, and on Ms. [redacted]'s voice mail trying to resolve this before an issue arose is unjust! I demand the last forbearance call with [redacted] to be pulled which validates the aforementioned, and all messages to Ms. [redacted] pulled to validate the efforts of trying to reach her, and Loraine who emailed twice, and John. Navient/Sallie Mae has NO legal recourse against me until upholding their end of the contract; which was deviated from, and working with me. Additionally, there was never a letter mailed stating anything was in collections, another violation of the FDCPA. I want the records pulled from the caller at 4:30 pm 7/8/2015; and all actions ceased immediately! At this point Navient/Sallie Mae has violated the law, and my rights! If this is not resolved I will not hesitate to contact the media for their assistance! I am not wealthy, rather near my death permanently disabled and under poverty level!

Business

Response:

Thank you for

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

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

Postal Service on July 17, 2015. Please allow sufficient time for postal delivery.

Review: PAYMENT ISSUES!!! NOT A REPUTABLE COMPANY!!! EXTREMELY POOR CUSTOMER SERVICE. I have had my loan since 3/11/2015. Since then, I have made 3 payments via Navient's website. After waiting for 30 days after being deducted from my checking account!, I have had to contact customer service to determine why my payment was not showing on my account. I have spent over an hour during each call, just to be told that I would have to call back by a certain date if the payment had not posted. This is absolutely absurd! I don't have to call about any other bill I pay via any means, much less have to call twice to figure out what is going on! My last payment was posted on Navient's site on 5/5/2015 and then a negative payment for the same amount on the same date! WTH??? So I called again, just to be told that I would have to send in documentation from my bank account with proof that the payment was deducted. I did so immediately (5 minutes). No change on bank account for 40 days! I called again on 7/6/15 and spoke to [redacted] at Navient. She saw where I had sent in the banking information required. She told be to wait until 7/16/2015 (today!), and if the account still did not show the payment to call back AGAIN!!! Obviously it is still not showing on the account, but yet my checking account is still $200 short and I have no idea where my money is at!!! ABSOLUTELY THE WORST BUSINESS I HAVE EVER HAD DEALINGS WITH. I would strongly discourage anyone from doing business with this company. Bad thing is, I'm STUCK with this company as my loan was acquired through the US Department of Education. There is no wonder in my mind why this company is under such scrutiny lately in the news. STAY AWAY!!!!!!!!!!Desired Settlement: I want documents from Navient proving that any payment that I have made in the past has been back dated to the date it was actually received and that the interest charges were also back dated to keep me from incurring unnecessary charges. I also want to know that any future payments made will be promptly credited to my account. I have made monthly payments since my load was initially disbursed to try to stay ahead on my loan. I just want to know that my hard-earned money is being applied!

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on July 21, 2015, and we are working with the customer directly to

resolve the issue.

Review: I was contacted by Navient's collections agency to pay my student loan on June 3rd. I made a payment on June 3rd. They informed me that within 30 days my account should be updated and it will reflect on my credit report. It was been 50 days and there are no updates. I called into the call center and i'm being told that it will take 90 more days to have this updated on the credit report.

This is not what I was told I was told it would take 30 days.

account number [redacted] account number [redacted]Desired Settlement: I would like for Navient to update or delete any records on my credit report ASAP..

All accounts provided by Navient should be updated or deleted.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on July 27, 2015 and resolved the

issue with the customer.

Review: A payment of $181.09 for the month on June was sent. The payment was supposed to be applied 131.07 for federal loans and 50.02 for one private loans as is has always been done. Instead, this time they applied the entire amount to the federal loan leaving the other loan unpaid. I called and explained them what happened. The customer service person told me over the phone that the problem was going to be notified and a note was put on my account to fix it. Up to this day nothing has been done. They did the same with the payment for July. I called again and let them know about the problem. I was told that my account should reflect the changes by July 30. I checked my account on July 31 and nothing was done. I have called them and sent them emails about the account. All answers reflect that they do not know what is happening. They keep calling me to bring back my account to good standing, sending me emails to remind me of my "missed payments", applying late fees to my account and cancelled my absolute zero benefit because of missed payments. I have received all this notifications after paying my loans on time and contacting customer service of the problems with the account. Up to this point no help has been provided and the problem has not been fixed. No approach or notification of intention to fix this problem has been made or sent.

I hope this problem does not affect my credit score as I paid my loans on time and this was a mistake from the company.

Please help me fix this problem in order to continue paying my account on time.Desired Settlement: 1. Applied correct amount to each loan for the months of June and July (131.07 Federal and 50.02 private)

2. Reinstate absolute zero benefit

3. Eliminate all late fees ( from previous and current statements/payments)

4. Eliminate any delinquent status in the account or credit report

5. Reflect all changes in the account before August 21 payment to pay my account on time without any errors.

Thank you.

Business

Response:

Thank you for

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

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

Postal Service on August 14, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: Even though I am currently enrolled in school at-least half time at an accredited institution, I am receiving collection calls multiple times a day. The original loan documents clearly state that the loans will be maintain a deferred status while I am enrolled at least half-time. The multiple daily phone calls are harassment and attempt to collect on my loans while I am enrolled is in conflict with the original loan agreement.Desired Settlement: Billing and repayments within the scope of the original loan documents. No payments required while attending college at least half 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 October 21, 2015. Please allow sufficient time for

postal delivery.

Review: 10/14/15: Payment of $149.05 made directly on Navient's website at www.Navient.com

10/14/15 @ 2:19pm: Received email from Navient (Confirmation of Payment)

10/15/15: -$149.05 debited from my bank account (Chase Bank)- (Payable to: NAVIENT)

10/24/15: Received account summary from Navient $302.87 /w past due amount of $149.04. Amount includes excess charge of $4.79.

-------Desired Settlement: - I would like for Navient's account system to correctly reflect the payment I made at navient.com on 10/14/15.

- I would like the incorrect reference to a past due amount removed from my account history.

- I would like Navient's guarantee that any subsequent trickle effect of the incorrect information (negative credit reporting, etc) is quickly rectified.

- Lastly, its apparent Navient has a gross disconnect between their online payment system and their account system, and I would like an explanation as to how this error happened, and what should I expect moving forward.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on October 27, 2015 and resolved

the issue with the customer.

Consumer

Response:

All I want to do is change my payment due date. Not an option. The computer automated system drags me around in circles before it disconnects the call or tells me that they are closed after I have been on the phone for 5-10 minutes already.

There is no way to email them. What am I supposed to do?!

Review: I paid student loan off on January 21, 2015 through a company called ECMC. On January 23, 2015, the same loan THAT WAS ALREADY PAID IN FULL was sold to Navient. I received a bill from Navient indicating I had been approved for a forebearance, and that my balance owed was nearly $600.00 with them. I called navient on February 2, and explained everything to them. I was told to send proof of my payment to ECMC, and my account would be updated withing 24 hours. It is now February 5, and my account with Navient has not been updated. I called Navient today. and the person on the phone wanted to argue with me. telling me that I paid the loan with ECMC, and I STILL HAD TO PAY NAVIENT THE MONEY FOR THE LOAN THAT HAS BEEN PAID OFF SINCE JANUARY 21ST. This is completely unacceptable. I have been patient and understanding, but this is ridiculous. I have provided Navient with all of the documentation they requested, and now I am being told that I still have to pay them nearly $600, even though this loan is paid off. If this is not resolved within a few days, I will be forced to seek legal action against Navient. I have resorted to contacting the Revdex.com, because no one at Navient wants to do their jobs.Desired Settlement: I want the account to be updated to show I did in fact pay this loan off, and I owe nothing.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on February 12, 2015, and we are working with the customer directly to resolve the issue.

Consumer

Response:

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

Review: I filed chapter 13 in 2009 of April and its last 5 five years and I was discharge december of 2014. everytime I call these people that can't give me access to my account online tell me that I am still in bankruptcy status. and the interest is steady being adding to the loan of five years and asked for supervisor and couldn't get one . they keep giving me the run around its been almost three months I haven't gotten a statement and they keep telling me its on hold and its in bankruptcy status and they can't tell me why?

and they have discharge letter but they still have loan pending I really don't understand why and they keep tell me they are waiting for the court. The court did there job so I want them to do the job and there very unprofessionalDesired Settlement: I want the interest take off and I don't like the fact that I am discharge I have to wait 3 to four months to received statements.

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:

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 loan company was Sallie Mae. I paid off all my student loans 5 years ago. Last fall Sallie Mae split into 2 companies, Navient and Sallie Mae. My accounts fell under Navient. When they did so, my payment history disappeared from my credit report and my credit score was negatively impacted. I have requested twice for them furnish the three credit bureaus with my payment history, once by telephone and once by mail, and they refuse to take any action. In the meantime, I have suffered financial hardship being unable to obtain a loan or a credit card.Desired Settlement: I want them to furnish the three credit bureaus with my payment history as they should have done in the first place. I also want financial reparation for the hardship resulting from unfair negative credit rating.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on April 29, 2015 and resolved the

issue with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The representative informed that it is the 3 credit bureaus and not Navient who have reported my payment history as missing. The representative assured me that Navient has provided the credit bureaus with my information and that there is nothing more that can be done on their end. Navient suggests I contact the 3 credit bureaus directly to correct this information, which I have already done.

Review: I have two loans that are set up to auto-draft from my checking account. When I got a new account number I went to their website and added my new card information, so the payment would pay from the new account. However, when my first loan payment hit at the beginning of March it hit my old account causing an overdraft fee on that account. When I noticed this I called Navient customer service around the 9th of March to ask what to do about my auto-draft. The customer service rep said that I did everything right online, but the system just hadn't gotten it approved yet. She assured me it would be taken care of when the next payment hit and I could file a claim to get the overdraft fee reimbursed. Then toward the end of March my next payment hit my old account as well. Now I have two overdraft fees of $36 a piece. I called Navient again. This time the customer service rep told me that I had to cancel my overdraft and completely set up a new one. This is not clear on the website nor did the first rep I spoke to tell me this information. The rep apologized and told me that my fees would be reimbursed. Since I had two fees now totaling $72 I decided to fax in for my reimbursement. I did this on March 24th, 2015 and waited for my check to come in the mail. I didn't hear anything from Navient for over a month, so I decided to call back to check on it. The customer service rep told me that they had everything they needed, but it was never sent in for processing. She assured me that she would take care of this. Then today, May 20th, when I still hadn't received anything in mail I decided to call back again. This time the customer service rep tells me that my claim was denied because it wasn't their fault. I do not agree with this at all. First, the website needs to be more clears about the process for updated the account number. I never thought that you had to delete and re-do and couldn't just update the number. Second, when it happened the first time I called for help and still wasn't told this critical information. It took me two phone calls and two overdraft fee for a rep to tell me this information. I didn't file the request for the reimbursement until after the second one hit, so I was willing to overlook the first fee if the first rep would have given me correct information. Then I had to call twice about the reimbursement and was not notified at all that my request was denied. The rep I spoke to today said she would send the reimbursement request to her supervisor, but they probably wouldn't reimburse me. Then she told me I had to call back again to find out if it went through in 7-10 days. So at this point even if I do get reimbursement it took me 5 phone calls and two months. This is just ridiculous customer service.Desired Settlement: I want both of my overdraft fees reimbursed for a total of $72.

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 28, 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: On July 9, 2015 I had mailed a check to pay for my student loans, which are serviced by Navient. I included a separate signed letter with the check, indicating that I would like the entire sum of the payment ($3,500) applied to the principal of a specific loan. This was in accordance with instructions per Navient's website: "You can instruct us to allocate payments differently. Clearly write your instructions on a separate piece of paper included with your check. We cannot process instructions written on the check or remittance slip." [redacted]StateName=menu_fdr_faq&desiredPlatform=FDR&desiredPage=faq&...⇄ can I be sure my payments are allocated correctly and on a timely basis?

When reviewing my account this morning (7/15/15), I noticed that Navient had applied a portion of my payment towards interest, and not entirely towards principal as I had indicated on my letter. When I called up, I was told that there was nothing they could do, that any payments made (regardless of separate instructions/wishes) had to satisfy any outstanding interest first and foremost. When I quoted the customer service floor manager the language above from the FAQ section of the Navient customer website, I was told that did not apply to how payments are applied, but rather if you wanted payments applied to certain loan.

I believe this practice to be deceitful. Navient has admitted that the only way you can make an extra payment applied purely to principal is if you are lucky enough to have the extra payment post on the same day/time as your regular loan payment. This creates a burden on any customer wishing to pay off their loans quicker, and also allows Navient to collect more interest than they are owed (my loan balance is now reduced by $3,477 instead of $3,500, meaning interest is accruing on the additional $23 that should not be there).Desired Settlement: I would like this payment that I made adjusted, any interest charged on the incremental amount ($3,477 vs. $3,500) to be waived, and for Navient to honor the wishes of their customers when they wish to pay down principal by applying future payments received exactly according to instructions provided by the customer (assuming, of course, that the customer account is current, which my account is).

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on July 16, 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 (provided the business implements the changes discussed during our call) this resolution is satisfactory to me.