Navient

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 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: 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've contact this company several times about the error of my account with them. They have me as a "co signer" to an account where I am the primary borrower, they have my "co signer" as the primary borrower. Because of this I am unable to receive my tax documents. Also they are requesting payment from me while I am going through bankruptcy. I have contacted them several times and they haven't contacted me back. They don't respond to emails and when I can get a customer service rep on the phone they just keep transferring me to someone else.Desired Settlement: I would like for them to fix my account and get my tax documents to me ASAP.

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 6, 2015. Please allow sufficient time for postal delivery.

Review: I called Navient for a loan payoff of my student loans. The first representative told me it would be a couple of hours until I received my loan payoff via email. 24 hours later I called them back to let them know I had not yet received my payoff letter. The representative told me I was missing informed and it takes approximately 24-48 hours to receive my payoff letter via email. I asked him to send another because I need it ASAP to consolidate my loan before my payment is Due, he confirmed another was sent. It has been 96+ hours and I have no payoff. I think they are delaying giving me my payoff because I have informed them I cannot make my payment due to financial hardship, and according to their policy I cannot forbear. I will NEVER work with this company again and will recommend others do not as well. I want a 10 day payoff asap.Desired Settlement: I want a 10 day payoff of both of my loans with navient.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on February 12, 2015. Please allow sufficient time for postal delivery.

Review: Subject: Navient

Hi my name is [redacted] age 26, I am of the working homeless class with two young children ages 5 and 10 months. I have to stay with family because I could no longer afford my own. I work 32 hours a week but that only pays for my kid’s daycare and my car payment. I do receive government assistance and I am on the Government housing waiting list. I just completed my last payment on federal loans and re-attending college this fall with a Pell Grant. I will continue my studies in Pyschology as a Pyscho-analyst.

I have a student loan serviced by Navient formally Salley Mae of which my mom co-signed, she is also a Gulf War Veteren. I had this loan for a few years and used up my deferred options. The loaner Navient and I decided that I could pay 50.00 a month and have been doing so and they draft my account faithfully once a month.

This has been working great for me as I have the money for them monthly. However, for Navient , they say-not so. They are saying I am going to default the loan, they are saying that 50.00 a month is not enough and the interest is building.

I don’t know what I can do.They arent nice to me when I call and I do not know what to do. They are a large corporation and I am a young working homeless mother. They recently called my mother and said they defaulted my loan but a few days later drafted my bank account for the 50.00 we agreed upon.Desired Settlement: First I would like Navient to uphold the original agreement of 50.00. I have 8 payments left in the contract.I also would like them to stop harassing my mother. Also they should uphold my in school deferment status because they were made aware of my school status before my loan was placed in default.I am looking forward to a conversation with someone from navient to make these wrongs right, that does not require them harassing or calling my mother instead of myself.

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.

Review: In the fall of 2014, I properly completed a loan consolidation application through Studentloans.gov and submitted it to NavientAfter seeing no progress on the application and knowing that my loan payments were to come due, I called customer service to find out the statusI was told it could take days to process my application and they put my account on an administrative holdWell, during this time, nothing was done on my application so I called to check the status again as the days was about to expireWhoever I spoke with CANCELLED my consolidation loan application without my consentWhen I tried to protest about it, she told me that it was fine and that it would still go throughI do not know who this woman was, only that she wasted about minutes of my time telling me her personal life as a single mother which I do not care aboutAgain, my account was put on an administrative holdAgain, when that hold was about to expire, I called to find out the statusI was told that my application had been cancelled and there was nothing Navient could do about itI was lied to ONCE AGAIN, and told that my best bet would be to resubmit my application on studentloans.govWell, I tried to do that and I was unable to because I get the message "You recently submitted a Direct Consolidation Loan Application and Promissory Note packageYour application was sent to NavientIf you have questions about your Direct Consolidation Loan application, contact your consolidation loan servicer" My loan was once again put in an administrative holdSo, I called Navient AGAINI spoke to [redacted] who was the first and only person to offer to reach out to the consolidation process team and offered to get back to meOnce again, my loans were places on administrative holdTwo weeks later, [redacted] left a message that "everything was ok" but couldn't leave details on my voice mail and that I should call in to get the details of his communication with the consolidation teamWhen I called this morning, I was told that my application is cancelled and I cannot re-apply for daysIn that time, I will be again out of the holdI am tired of the lies, I am tired of the secrecy regarding communications with Navient, I am tired that customer service cannot communication effectively with this loan consolidation team, I am tired of the cavelier attitude of this company when all I am trying to do is pay my loans responsiblyI have $250,in loans from law schoolI cannot afford the payments until I get a consolidation with IBRI did my due diligence in applying properly and on time and in following upThey have done nothing my lie to me, commit fraud by cancelling my application and DOING NOTHING TO FIX ITTheir business practices are unconscionable and reprehensible.Desired Settlement: I see absolutely no reason whatsoever that Navient cannot fix their mistake in cancelling my loan and UN-cancel itEspecially since it would be in everyone's best interest to do so since I am simply trying to pay my loansThis is causing me a lot of stress that I don't needI want PRIORITY service on this IMMEDIATELYI want consolidation loan application to be processed within one week
Business
Response:
Thank you for your messageIn 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 30, Please allow sufficient time for postal delivery

Review: This summer has been the worst time I’ve ever had to deal with my student loans. When Navient was Sallie Mae, things went smoothly, now it seems they can’t get their act together. My summer class was cancelled and all other classes were full, so I was unable to take a class. I’m still enrolled full time for the 2015-2016 year, so I thought my loans were fine and would stay in deferment. When they were Sallie Mae, they automatically went into deferment during the summer, even my private loans. When I received a statement that said they were in repayment, I instantly called to see what happened. I was told I needed to contact my school because they had reported me as withdrawn. I called the school, they informed me that they update the clearing house at the beginning of the semester. So it will show me as withdrawn for the summer semester, but would be updated in the fall with my enrolled status. I called Navient back and explained this. They said I needed to fill out a summer bridge deferment form. I’ve never had to do this for Sallie Mae, so I was confused as to why they needed it now. I asked if this would put everything into deferment, federal and private, the woman I spoke to said yes it would. So I filled it out, uploaded it, and thought everything was fine.

Then I received another statement saying that my private loans were due on July 26th. I called to find out what was going on because they had told me that everything would be in deferment. The man I spoke to said everything was in deferment and to disregard the statement. I said, are you sure? He replied with yes, every loan I had was in deferment. Just to be certain, a few days before the 26th I called again. I was informed only then that private loans don’t qualify for a summer bridge deferment. I’m sure you can understand how angry I was. It was two of their employees, called at two separate times, that assured me that my federal and private loans would go into deferment. Now out of no where, they don’t? And it got even more confusing. I had a statement that said they were due on July 26th, the automatic recording when I called said they would be due December 2015, and the woman I was currently speaking to (and the home page when I logged into their site) said they were due August 11th. This is why I’m suspicious of Navient’s intentions. Why so many inconsistencies on the same day? Something is terribly wrong with their system.

So, the woman I was speaking to said that we can change the due date of my private loans. Since my school doesn’t update the clearing house until the beginning of the semester, which is August 17th, she said this would be the best solution, that I could have them change the due date to after August 19th to give the school plenty of time to update the clearing house. Then they would all go into automatic in-school deferment. I asked several times for assurance that this would work and explained my new found lack of trust with Navient because of all of the blunders they have been doing with my account. She said it would definitely work. I took her word for it and had her change the due date. I waited several days for my due date to change on the homepage, however, they still say August 11th. So I called this morning. I was then informed that the due date won’t change until the next billing cycle. Why am I hearing about this now? The person I spoke to previously assured me that my due date would change. Why did she lie to me? I received a form from Navient for my school to fill out to process my in school deferment for the fall. Why wasn’t I given this when I last called instead of trying to change the due date? I could have had the school fill this out, it could have been processed by now, and I wouldn’t have to worry about it anymore. Navient seriously dropped the ball and I’m starting to think it’s either lack of training or done purposefully. They have had nothing but horrible business practices that affect my life negatively.

The woman I spoke with today had a suggestion of her own, she said that I shouldn't pay it. She said that if I don’t pay it, when my loans go back into in-school deferment, it will be brought current with a forbearance and be placed into deferment along with my other loans. She said late payments aren’t reported to any credit borough nor do they collect late fees until after 60 days, so I would be fine. This seems doesn’t seem right to me. Why would Navient tell me to not make my payment? I just know something will go terribly wrong if I do as she says. I never had a problem when they were Sallie Mae.Desired Settlement: I want them to be aware of what is happening and to put actions in place to correct the situation so that it won't happen to anyone else in the future.

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: I opened a [redacted] loan for a laptop in January of 2013. I clicked the payment plan that let me pay interest in school which was $25 a month. Up until March 2014 I payed on time every month, In the next month as a Full time student I could not make a payment as I had insufficient funds in my account. I was charged an additional late charge and more interest accrued onto my account. The payment I ended up making went from $25 to $75 in 2 months and my balance remained near $2300(the original borrow). Since then I have had trouble with money not being taken out of my account at my bank and trouble making payments. After numerous attempts to find a solution, I was always left with a robot telling me that a representative could get back to me and never did. I tried calling as well and didn't even have an opportunity to put account information in. Last month they sent me a Final Notice in the mail saying my account was going to a debt collector if I didn't call a certain 1800 number. I called the number twice after a first failed attempt and settled to pay $25 in September and $275 at the end of October. Since then after trying to apply for a used car loan, my bank told me my credit score dropped 200 points because of this [redacted] loan of $2300. Even after settling, this loan destroyed the credit of a 19 year old college student on a deferred student loan.Desired Settlement: I would like the company to dispute all or some of the delinquencies as I tried to contact them but with failed responses throughout the months I missed. I'm a college student, 19 years old and think its absolutely ridiculous that in this country you lose 200 points of credit for a deferred student loan from this company. My bank informed me to contact Revdex.com, sallie mae and dispute on my credit reports all of which I have. With all my other accounts in good standing, this account is the only one that has caused my score to drop significantly.

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 24, 2014. Please allow sufficient time for postal delivery.

Review: My name is [redacted] and this week I received a call from [redacted], employee number [redacted] We spoke about possible pay off options and I informed him I would check into my financial situation and get back to him May 15 (today). After speaking with him a few minutes ago, I told him that none of the pay off options he offered would work for me at this time and I would like to go back to paying my monthly bill as I was before.

Mr. [redacted] then proceeded to tell me that I could no longer pay them monthly and I had to do one of the payoff options because Navient doesn't want and will not accept my incremental payments. He was extremely rude and then told me he was no longer going to talk to me. Which caught me off guard because I was trying to have a conversation on how to resolve this issue in a civil manner. Since he flat out refused to talk to me any further, I asked to please speak to a manager and he told me I couldn't speak to a manager and that maybe someone would call me back and he hung up. I've never in my life been spoken to like Mr. [redacted] spoke to me on the phone this morning. I attempted to call back to perhaps speak to someone else and I kept getting directed to Mr. [redacted]. When I tried to speak to him again, he hung up on me again. I truly don't understand how I can rectify this situation if my representative is continuously rude.Desired Settlement: I would like a manager or anyone other than [redacted] to call me back so I can work out payment for my student loan.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on May 19, 2015 and resolved the

issue with the customer.

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: This is a Parent Plus college loan; I had claimed bankruptcy in 2008 and have been trying to work out a payment plan that would work for me and never have been able to do so. It has taken a long time to recovery from that bankruptcy and still have not fully recovered. All of the alternatives that these agency's have given have not been reasonable. Forbearance has been in place to help hold off credit damage but the principle and payment is now so unreasonable that it seems like there is no hope to recover from all of this.Desired Settlement: I would like to have a meeting with this business to help them try to understand the magnitude of the bankruptcy and that if resolve could have happened this would have been easier to manage. Not being able to work with someone to think outside the box and having to work within there own criteria has been the biggest issue.

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 26, 2015. Please allow sufficient time for

postal delivery.

Review: There have been numerous issues with the company that I have been working to resolve with them. The latest is when I filed for financial hardship and my application was approved, I was denied the right to select a plan that meets my needs and budget. There are three payment plans under the financial hardship flagship in which the consumer has the right to choose when approved. All plans, with dollar amounts, are presented to the consumer and the consumer makes their selection. I was denied this right by their customer service representative, who automatically put me on a plan of their choosing and I was denied this right by a second customer service representative who did not deliver documents that would outline my options so I could make a selection. When I inquired about the documents, I was brushed off with a canned response.

I have run across numerous unethical business practices with the company, including by not limited to placing a loan payment on forbearance without the permission or knowledge of the client and being automatically placed on payment plan that financially benefits the company, is to detriment of the consumer and the consumer not being fully informed.Desired Settlement: I want to know what my three repayment options are, in writing, with the payment amounts and I want to choose the one that is right for me.

I also call for a full investigation into the company's business practices and procedures as they are very clearly to the detriment of the consumer and benefit of the company - without full knowledge given to the consumer.

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 7, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: My son has been paying on his loans since graduating from college. There are times that he does fall behind because he gets paid every two weeks. When he does fall behind Navient calls me instead of him and also it's not the same number and when they do call it's from different states like Indiana,Maryland, North Carolina, and California. When I ask if they try to contact my son they say yes in which I call him and he said that they never did. Also one time in which I did ask to contact my son while I was on hold in which he answered and at that time I asked and he said it's the first-time that he has heard from them. Please have them quit harassing me for I am at work and am a first responder. Please have them quit calling me 4 or 5 times a day. Tell them to contact my son first and leave him a message. My sons name is [redacted]

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 22, 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 Wife [redacted], her account shows as [redacted]. On December 19 I called to speak with a representative since an additional bank sent in funds to take care of her student loans. I was advised during this call that the money had to go through processing and would take care of itself and no further money was owed at all. I called in today and was told that the check was written to the wrong department and a refund check is being issued to the bank. We still have a balance on the account and if I didn't call back in to look into the issue this could have proceeded to collections and having our credit impacted once it hit 45 days. I believe that once the check comes through from the bank, the call needs to be pulled and the company needs to be held accountable for the information and the impact this can have on customers.Desired Settlement: Not having to pay any more money since I was promised everything was cared for.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on January 5, 2015, and we are working with the customer directly to resolve the issue.

Review: I took a loan from Sallie Mae in 2007 or 2008. I have paid in more than what I borrowe. The loan does not seem to go down in balance. I have tried to make some type of settlement. Nothing helps. I cannot get license in the state of Louisiana with what I graduated in unless I take on more school, which in turn is more loans.Desired Settlement: I would like to take the monies that I have paid in to pay the account in full and closed out.

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 am currently a graduate student. All of my loans have a status of "in-school deferment". I've been paying approximately $20 a month to cover the interest on two of my loans since I started school about two years ago. Recently I've been made aware that my automatic payments were stopped several months ago and that my monthly payments are now approximately $250 a month. The amount owed is nearly double since I wasn't aware that this change had been made to my account for several months. When I asked them to explain why my payments increased so much, I was read the amount of interest currently applied to these two loans. He was unable to explain further. They have since harassed me with over a dozen phone calls a day. When I answer it is always a machine, I'm unable to speak to an actual person unless I call them back. When I call them I am only able to talk to their collections department, who can not explain the situation with my account. I believe this company is a scam. They intentionally confuse borrowers and attempt to scare them into paying more than owed with threats of a poor credit report and collection agencies.Desired Settlement: Billing adjustment and correction to my credit score

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 16, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I have repeatedly requested this company to STOP calling me but they will not comply.. They are trying to collect on a debt that is NOT mine - I believe it is for a student loan. I am 57 years old, NEVER have taken out a student loan, but they call my home phone number so much that I had to turn off my answering machine. I am taking photos of every time they call my home phone and I will pursue legal action if they do not quit harassing me. This is un-ethical and they call all of the time. How do people get businesses like this to stop calling and badgering for info and asking for a person that we do not know or lives at our home.Desired Settlement: I want confirmation that this company with stop harassing me, stop calling my home phone and to cease all calls immediately.

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 2, 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: I have been trying for weeks to access my Navient account through the company's website; when I attempt to log in, I'm told I must call Navient's customer service line before I can log in. I have called on many occasions. Each time, I'm told, through an automated voice message system, that the volume of calls is high and to provide my phone number so that Navient can call me back; each time I provide my phone number. Eventually (sometimes hours later), I receive a call from Navient's automated system. When prompted, I enter my social security number. On on occasion, I got through to a person who again asked my for my personal information, asked me to hold, and then hung up the phone. Every other time, the call reverts back to the "due to the high volume of call..." message and asks me to enter my phone number so that Navient can call me back. It seems that somehow my call gets stuck in a non-ending cycle of automated messages. All I want to speak with someone so that I can reset my password and pay my bill. The longer I go without paying my bill, the more interest accumulates. Meaning higher profits for the company and more time for me being indebted to them. It seems that it is in this company's financial interest to not provide adequate customer service.Desired Settlement: I'd like to be able to speak with an English-speaking human being who will allow me to access my account so that I can pay my bill. 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 February 12, 2015. Please allow sufficient time for postal delivery.

Review: I've lived in my house for 12 years & initially received former resident mail until I dealt with that through the post office. All has been quite until about 3 months ago when I get a [redacted] notice thanking me for updating my address. Then I realize that it's not my name associated with the letter (I am also, & unfortunately, a [redacted]/Navient customer). I called SM who directed me to the US Dept. of Education, since SM insisted they couldn't help. USDE then says they removed the name/wrong address association & I'll never receive this guys student loan info/default notices again, yet I continue to receive them. I call SM again ~4 weeks later & SM, now Navient, handles the issues & ensures me no more wrong mail, yet AGAIN, I continue to receive. A few weeks after that, I call again, same result. A fifth time a few weeks later & I get a 'special' number to call. I call them, same old, same old... a bunch of empty promises & I STILL receive this mail (it's been 6 weeks since, enough time to process). A simple search shows [redacted] lives at [redacted] So, five complaints, five empty promises, & now I'm on my last nerve with this crap! I am a very private & thorough person & I'm going to keep escalating this issue until SM/Naivnet/USDE gets this straight!!!!!!!!!!!!!!!!!! [redacted]Desired Settlement: STOP SENDING THIS GUYS MAIL TO MY HOUSE! [redacted] will NEVER be associated with this address EVER again, so you can PERMANENTLY disassociate him from my address. FIGURE IT OUT, MAKE IT HAPPEN!!!!!!!!!!!

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 5, 2014. Please allow sufficient time for postal delivery.