Navient

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: I have a student loan with this company (account [redacted] This loan was previously serviced directly through Sallie Mae and apparently the company split. Apparently after splitting, the expected monthly payment on towards the account nearly tripled without notification or explanation for the increase. I have communicated my concerns with Navient and even requested a lower payment, which they refused. My concern is their unwillingness to work with me will cause me problems with the credit bureaus. I do not believe it it ethical to increase the expected payment by so much without explanation or an offer to ease the burden. I believe this company needs to review their business practices. (Desired Settlement: I would like to be contacted by the company with an explanation of charges. Additionally I would like further consideration of the lower payment request in light of the circumstances.

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 email on March 5, 2015.

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 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: Company had marked my account delinquent/past due despite my payment posting to the account 6 days before the due date and paying more then the minimum amount. Originally my issue was with how my extra funds were applied- they applied toward the next month's payment rather then toward the interest. I spoke to 4 representatives that all failed to help. The first person told me she "reset my payment counter" so this problem won't keep occurring. The second person said the first took care of everything. The third person was actually helpful and said the first messed up and instead of applying my extra funds to 1 of my 3 loans specifically which I requested, she divided the amount between the three loans. This person fixed my original problem. Then I realized the website and phone system were saying I owed a payment despite paying 6 days earlier. The fourth person I spoke to immediately said I had a payment due then heard my story then put me on hold then said everything is fine. Now the account is incorrectly showing delinquent- payment was due 12/14/14 for $120.34 when I paid $150 and it posted on 12/8/14.Desired Settlement: The incorrect delinquent status should be removed with no fees charged. Credit reporting needs updated for both the delinquent status (if data has been sent already) and for the past few months where I paid more then the minimum amount but the overpayment was applied as the next month rather then toward interest as requested.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on December 15, 2014 and resolved the issue with the customer.

Consumer

Response:

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

Review: Since 2002, [redacted] decided to provide the borrower with almost unlimited forbearances on two loans that originated out of a culinary school in San Francisco. This cause the loan to capsize, exacerbating the loan from 17.5K to 65K over the period of a few years with capitalized interest, fees, and payments. [redacted] decided, without my permission, to provide the borrower with these loan extensions for over a ten year period making sure that the loan tripled. When the time came for payment of the capsized loan, they decided since they weren't able to get in touch with the borrower, it would be far easier to go after the co-signer and demand 90% of the loan amount OR they would charge off the debt and cause financial harm for seven years. They insisted that if I did not make the payment, I'd face legal action, wage garnishment, asset seizure, and other methods for them to attain their money for the FULL 65K. To ensure my compliance, they worked with me on the front end of securing the $50K, then behind my back charged off the debt and sent it to a collections agency they hired, then when confronted, they blamed it on a computer system and insisted that if only I pay them the 50K they would make all of that go away, basically extortion. [redacted] decided to provide me a Release of Obligation in exchange for a lesser amount, which I took, then I paid both loans to receive the release but [redacted] as not held up their part of the arrangement because they are upset about their own mistake by allowing it to go to [redacted] in the first place where I'd pay less, ($23,668.44). If [redacted] had dealt with me appropriately, I had $50K to send them to clear the debt but they had to go about it in a very backhanded way to ensure I was put in a very bad spot by tanking my credit and demanding 50K for "making it right" with my credit file. This was to ensure my compliance with the $50K, no question about it. They threatened that if I paid their agent, that they hired mind you, any money then they would see to it that the charge offs on both loans remained on my credit file for as long as possible without any corrections regardless of payment. Later, they tried to haggle with me regarding the second loan too with the same idea that if I only paid them 90% of what was owed, they would fix my credit file. All of this was quite avoidable had the company dealt with me in a fair manner but that isn't in the standard operating procedure manual at [redacted] as evidenced by the millions of people they have harmed.Desired Settlement: Based on the fact I've paid [redacted], your hired agent working on your behalf, the agreement stated that you would notify the credit agencies that I am no longer associated with the loans and my name would be removed from the notes. I now have two letters of RELEASE OF OBLIGATION which is the same as a WAIVER OF LIABILITY for both loans in the borrower's name. I'm requesting that [redacted] fulfill the obligation by removing my name from the loans AND removing negative information from the three credit agencies as you indicated you would do as a result of payment.

Additionally, I am requesting that [redacted], third parties, collection agencies do not contact me regarding future payment of anything remaining on these two 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 October 28, 2014. Please allow sufficient time for postal delivery.

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:

I have never dealt with a more unprofessional, disrespectful, awful company in my life. When answering the phone they say "hey". That's it. No identifier and not even announce of professional phone etiquette. I did speak with one nice rep but was disconnect in the call. When I called back the last that answered the phone said "we all do the same thing but I can try to see if she's available." Then after brief hold I was told "good luck getting any assistance on your situation since it will have to go to manager approval and will probably be denied" WOW. Speechless. Terrible customer service. Something needs to be done immediately about this business. If I treated my patients how I was treated today I would be out of a job in 24 hours. Navient....ruining lives one day at a time. Horrendous business. Please shut them down!!

On 5 different occasions I made additional payments on my student loans and elected to have the payment go towards principal. Of all of these payments, all or some of the payment was applied to interest. When I questioned this the representative told me that this was due to a missed payment and the account being past due. My payments are auto drafted monthly and I made 12 consecutive payments, without missing one, prior to the first occurrence. Also, my account history clearly shows that there has not been a late payment on the account. The representative left me on hold for 30 minutes before telling me that a supervisor was not available. Then she told me that if these payments were corrected it would make the account past due and damage my credit score. My next course of action will be to consult an attorney.

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: There was a payment mad on my behalf for $50 in November of 2014 that still has not been credited to my account. I have called Navient weekly regarding this and every week they say that this will be taken care of by the end of the week which has not been done. I was speaking with a Supervisor by the name of [redacted] that had told me that she would make sure this was taken care of since they credited this payment to a different account instead of mine but again this has not been taken care of and calls to [redacted] are not returned and there is not any other way to reach her. I have called Navient multiple times trying to speak with someone regarding this and instead of handling this they actually put me on hold for hours at a time without giving me any information pertaining to this. It is illegal to accept my money yet not apply this to my account. I dont know what else to do considering they do not care and will not take care of this matter. Again I have been dealing with this issue for three months and they will not do anything to resolve this issue.Desired Settlement: I just want the amount that was paid to be applied to my account. It is unsettling that they would accept this payment and apply it to a different account and just not try to resolve this issue. I am extremely unhappy and if I could afford to not have them service my loan I surely would.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on January 29, 2015. Please allow sufficient time for postal delivery.

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:

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: This company has called me, my wife and my three children multiple times look for someone who we do not know and is not related to us. I was assured they would stop calling, but the calls continue.

Business

Response:

A representative from the Office of Customer

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

the issue with the customer.

Consumer

Response:

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

Review: 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: 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.

Review: I had student loans with Sallie Mae which were transferred to Navient this year. I was making payments on all my loans until I started back in school this last summer. All my loans went into deferment but my 2 private education loans with Sallie Mae/Navient. I kept on paying the amount due during the summer thinking that it would change. When I got a bill in for Aug and Sept on those loans I contacted Navient, around mid October and explained that my loans should've been in deferment. The representative I spoke to told me that she could see that I was in school and that she would put in the request for those loans to go in deferment as the other ones were already deferred. She said it would take 7 business days and that I didn't have to worry about the bill because once the deferment would go through everything would be brought up to current. I logged in yesterday (Dec 17) just to double check that everything was done and I see that now the loans showed that I was 3 months behind in payments. I called Navient and they kept transferring me to different departments stating that they didn't have information on my account because the loans were not current. When they finally got me to the correct department the representative said that my loans were defaulted and that they could not be deferred! I was appalled and explained that I had called and was told about the deferment request and process time. I asked for an explanation of why those loans appeared defaulted when all the other ones are in deferment, and why that was the first time me hearing such thing! Even when I log in now to make a payment it says that my loan status is "repayment", it doesn't say "defaulted" anywhere! So now, as far as they are telling me, I have to keep on making payments on those 2 loans even though I am in school, and they have reported all of this bad credit information to the credit companies. My loans should be in deferment status like the other ones, not in defaulted status.Desired Settlement: For my two private school loans to be put in deferment status like all my other school loans until May 2015, which is when I graduate. The credit reporting agencies information should be updated accordingly.

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 23, 2014. Please allow sufficient time for postal delivery.

Review: Although I regularly encounter pleasant customer service representatives, my problems are RARELY resolved. I would NEVER recommend this company to ANYONE, and if I had the ability to turn back time, I would have NEVER borrowed from Sallie Mae/Navient. I've had one issue after another. Several years ago, a rep had me on a 3-month payment plan to be eligible for lower monthly payments for a set of private loans. After I held up my end, my account was sent to collections anyway. My credit has suffered, I don't have anything of value in my name, and I can't apply for loans/credit cards if I wanted to. I've tried working with collectors, but the amount is so large, I haven't had any success, even to this day.

My federal loan amount increases without notice every July, despite the fact Navient has me on a specific payment plan, and I pay these on time monthly. This is the 3rd year in a row that I'm having to deal with this. I've asked several reps over the past couple of months to return my monthly payment to our previously agreed upon amount, but all I receive are empty promises and no results. It always takes submitting formal complaints before it finally changes. This is STILL an issue -- my monthly payment is still higher than what we had agreed upon. I pay my federal loans on time, and NO ONE that I talk to over the phone helps me fix this. Because I pay what we have agreed upon in writing, my account shows late fees and an outstanding balance.

Also, I do not have access to my online account. Because one of my private loans was in bankruptcy status, they disabled my online account. This is understandable, but this loan has not been in Bankruptcy Status since October 2014, and they received a letter from the court in December 2014 that confirmed this. I was told I would have access to my online account 60-90 days after they received the letter, and I was told by someone else there was no way of telling when I would have access. It's been a YEAR since this loan was in Bankruptcy status, and I STILL do not have access to my online account, nor can anyone tell me when I WILL have access!

And lastly, I cannot afford the payments for the loan that used to be in Bankruptcy status. If I am expected to pay my federal loans, my private loan AND work with collectors on my private loans in collections, I'm easily paying over $1,000 per month! With the cost of living and having to provide for my family, this is IMPOSSIBLE. I've tried to negotiate a payment, but apparently, I'm not eligible. Why not??

I'm beyond frustrated with Sallie Mae/Navient, and I'm at a loss of what to do.Desired Settlement: There are so many things wrong with my account. There are so many things that need attention and fixing!

I NEED access to view my loans on my online account.

I NEED my bill adjusted yet again. I should be paying $163.96/mth, NOT $176.01/mth.

I NEED a lower payment on my private loan -- there's no way I can afford $375/mth on top of everything else I pay monthly. And I can't afford to keep requesting forbearance because I can't pay that kind of monthly payment.

I don't care if someone from Navient would like to call me, or they can send me an email saying my requests have been fulfilled -- just keep in mind I cannot get into my online account. Being wiped from their system would be the greatest help!

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 9, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

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: Navient calls ten times or more a day harassing it's loan holders if they are a day late. They call not only the loan holder but also the family starting as early as six am. They call from unknown numbers so you don't know who it is. They are engaging in harassment and it's scary how often they call. I have asked for help to put the Loan in forbearance and I was told I am not eligible to do so. I've never known a student loan agency to refuse to help their students. My loan was switched to this company and I'm scared that I will have to change my and my families numbers so as to stop the terrifying amount of calls. Please help me.Desired Settlement: I would like an email resolving this issue and for it to stop. I will make payment each month when I have it. I don't want ten calls a day harrassing my family and I every day until I get paid. I need help. I am terrified that people are allowed to do business like 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 March 2, 2015. Please allow sufficient time for postal delivery.

Review: My account was sent out to National Enterprise Systems for collections...I did a settlement with that company which I fulfilled and received a settled in full document from the company. Now the same account was sent to another collection agency for the remaining balance. I will seek legal guidance if this is not retracted and marked as settle in full.Desired Settlement: 0 out the remaining balance

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on April 22, 2015, and we are working with the customer directly to

resolve the issue.