Navient

Review: On 09/10/2015, I submitted a request to Navient via their online submission platform on the company's website to have a Lender Certification form completed and sent to my university. I was told by an employee "[redacted]" (ID # [redacted]) that my request would be handled within 14 days, and I received an email acknowledgment that my request was received. Despite numerous phone calls on 09/20, 09/25, 09/29 (Agent [redacted], ID [redacted]), and 09/30 (Account Manager [redacted] (ID # [redacted] to verify the status of my form, and numerous promises that the form would be sent via fax, as I had requested, the form has not yet been sent. The total lack of cooperation and disregard of my very simple request to obtain information regarding my loans at Navient is completely unacceptable. Navient's lack of cooperation is endangering my participation in a Loan Forgiveness program through my university, and may cause me substantial financial harm.Desired Settlement: I am requesting that Navient provide the desired information to my university immediately, via fax, in accordance with my original request.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on October 5, 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: 08/06/2014: I had to call to verbally request the proper allocation of my payment even after I followed Navient's exact instructions which were posted online, for sending a letter of allocation included with the payment. [redacted] (CSR) told me that she would double check to see what happened to the request. When she returned, she had no answer for what happened to the letter, which was included with the payment. She only advised that she would make note of this and suggested that I keep track of my account online. I asked would I have to keep calling to make sure my payment has been allocated as I requested (via written and signed letter), and she said no, she will take care of it by making notes in my account regarding my request. I spoke with [redacted] (Representative #: [redacted])

07/29/15: Mailed payment of $50 (check # 584) & Letter of Allocation to payment address on remittance slip ([redacted]). Mailed separate Letter of Allocation to Correspondence Address ([redacted]).

8/7/15: Called Navient (spoke with [redacted]) to ask why my Letter of Allocation was not showing in the “Correspondence Summary” under “Documents You Sent Us”. Also, the payment was not allocated as I requested although he stated they did receive the letter. He said that he had to call another department to have the payment allocated as I requested. He said that the correspondence I sent should appear visible to me within the next 48-72 hours. He also stated that for future reference (although this is not in the policy) I should state specific amounts to be allocated and the date of the payment. (I have updated my allocation instructions to include this.) He then reassured me that this wouldn’t happen again.

10/13/15 As of today, the letter of allocation has not yet been displayed in the "Correspondence Summary" under "Documents You Sent Us". I feel that Navient is not following their own policy regarding allocation of payment requests by the payer (myself). This further leads me to believe that they are trying to make it extremely difficult to resolve this loan.Desired Settlement: Make previous payment adjustment as I have requested in writing. Upload the "LOAN PAYMENT ALLOCATION INSTRUCTIONS" document that I have mailed in several times requesting that they keep this on file so that they know how I would like my payments allocated. Follow there own policy regarding payment allocation requests so that I don't have to call every month, listen to an automated system, be put on hold, and be totally inconvenienced by wasting time with something that should have already been taken care of properly the first time. I am having to call each month when I send a payment to verify proper allocation of my payments. This is very inconveniencing, as it is a waste of time. Stop causing me anxiety. Consider resolving the debt.

Business

Response:

Thank you for

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

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

Postal Service on October 23, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and am awaiting correspondence via U.S. mail as informed by the business.

Review: We have been trying for 2 months to receive a response on this plan. 1 rep said it would be 4% of gross monthly income for payment amount. We can not get a straight answer since then . Fax received for income docs and they are saying a higher payment due that is not showing 4% of gross monthly income. We have asked for #s to verify payment amount with no response. This is very frustrating and poor customer service. Sincerely [redacted].Desired Settlement: To stand by their word. 4% of monthly gross income equals payment amount as pro,missed and illustrated by rep and your website for income based payments.

Business

Response:

Thank you for

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

the Office of the Customer Advocate responded directly to the customer via email on December 15, 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: My account with [redacted] was just moved over to the company named Navient, however, since this incident occurred before the switch, my complaint is with [redacted]. I make my monthly payments towards my student loans on the 17th of every month via automatic debit. A few days before 9/17/14, I had applied for a new repayment plan because the monthly payments on my existing bill were too high for me. Per [redacted]'s policy, any current payments are to be frozen, i.e. not owed, while the application for a repayment plan is processed. Therefore, I knew that I wouldn't be charged my usual payment of ~$985 for September since they were processing my payment.

I noticed on 9/17/14 that they went against their policy and withdrew the money from my checking account as they usually did. I called them that day to make sure I understood the situation correctly and they confirmed that is was a mistake and could be refunded. I waited a few days and no refund. So I called back the following week and spoke to someone who explained that I needed to apply for a forbearance (which we took care of over the phone, approved the next day) and from that point, it could take 2-3 weeks tops to receive my refund. One month later, I still have no refund.

I am in dire need of those funds in order to pay off other debts. I have already incurred interest charges on my credit card bills as a result of not having this money to pay off my statement balance on time and as a result, my credit card now is now spilled over, causing me to incur further interest charges.

I have called [redacted] three times to resolve the issue, the most recent time being yesterday. They explained that they had approved everything on their end and were now waiting on the U.S. Department of Treasury to approve & process the refund and they THINK that it will be taken care of in the next week. Still no refund as of now. I'm starting to think someone either didn't completely do all paperwork that was necessary initially to process the refund, or there was a lag in sending materials over to the U.S. Department of Treasury

This is beyond frustrating as it is causing financial burdens on me and is jeopardizing my strong credit score & history. All I want is an immediate refund of what was wrongfully withdrawn from my account a month ago. And now with this month's payment being due in 2 days, I will be in further debt without those funds. I appreciate your assistance and investigation into this matter.Desired Settlement: All I want is an immediate refund into my checking account of what was wrongfully withdrawn from that same account a month ago. (~$985)

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 20, 2014. Please allow sufficient time for postal delivery.

Review: I have been a great paying customer, always paying in advance. I have records to confirm this. I have a Bachelor and Master, went back to school in October 2013 for second Master. I called [redacted] to let them know I'm going to school, [redacted] told me congratulations on going back to school for second Master and I do not have to make payments that my loan will be deferred. I asked [redacted] if I could have in writing to show loan in deferment for my own security for credit purpose as I would have continued making payments but since [redacted] told me loan will go into deferment while in school then I wanted a letter to show this just in case something happen. I was told this would be all confirmed in my account in the notes and caller history. Since then I continually receive automated phone calls about every 3 months to call [redacted]. When you return the automated call the first thing the service asks for is my social security number. You cannot speak to a live person until you enter social security and since I was never late, I did not know what the call was for. Do not feel comfortable entering SS if I don't even know who I'm calling and for the reason. But in order to find out the call I reluctantly entered my social and spoke to a live person. They tell me, the automated call goes out, but I am not to worry, that there is a timing issue from my school my University, to the Clearinghouse to [redacted]. Therefore my account showed up as past due but they updated their system to reflect it being in deferment in school. My statement on [redacted] web site shows in deferment payment not due. Next semester rolls around and I get another automated phone call, I again return the call, reluctantly enter my SS to speak to a live person and they again check the clearing house in [redacted] system and see that it is deferred and updated their system. After this being the second time, I was growing concern and asked if they could provide a letter to me because I was worried their computer system was going to show this on my credit report. They said they could not put it in writing but promised me it was not on my credit and they will update their system. Again next quarter they call again for the new semester. I told them what they always tell me, they need to check Clearing House that there is a delay in from my Univ to Clearinghouse to [redacted], they check and come back on the phone to say sorry this was a timing delay. Again they could put nothing in writing. This goes on each new semester. It is harassment as receive the automated call, return the call, wait forever for them to figure out they made a mistake in calling me, never want to put it in writing and can only promise me this will not show up on my credit report. Now [redacted] switches to a new company just this past month called Navient. Navient calls me with a similar automated call, I call them right back and they tell me I owe money, that I am 3 months past due!! WHAT?? Nothing in writing, don't even really know who this company is. They tell me that all this time for the past year that [redacted] has been wrong my information wrong that my loan does not qualify for a deferment and now I mist pay including all late fees. This is harassment. Navient told me rudely to refer to my promissory note. I told them I do not have it, they do not have this online or available to me. They were going to send me a copy but as of today they still have not shown me my promissory note. Navient also said Customer Dispute should be calling me and they have not called. Navient verbally confirmed to both my husband and I on the phone that they were at fault for this past year, but it does not matter, I still owe and it is past due including accrued interest. This is wrong, they are the ones that offered me the in school deferment in the first place, otherwise I would have kept paying all along for pete's sake it was only a $70 a month payment. I assume my biggest mistake was being responsible and calling them to inform them from the beginning that I was going back to school. Navient cannot change my in school status without informing me. My statement now shows in repayment, they changed it went they moved from [redacted] to Navient without informing me.

I have done my part and now Navient needs to read into this account to see and confirm I have done everything. Every phone call over the past year I have asked to put it writing and send me a copy and [redacted] says no cannot do that, and now because I am told they really were making a mistake the entire time, tells me THIS IS FRAUD. I am filing a complaint, will look into harassment charges for over this past year. This needs to be resolved to the best interest of the customer, as I have done my responsibility. It is not my fault and Navient says it was [redacted]s fault and now here we are again as they will not put anything in writing. I have filed a dispute on Navient with National Clearing House, as National Clearing House shows/confirms this loan is in deferral as well. I have also filed complaint with Revdex.com on Navient as well. Also, I told customer service I have NOTHING in writing, not even a statement, not even a late notice NOTHING just this random phone call to say that Navient/[redacted] was wrong and I now owe money. This is wrong and needs to be corrected right away. I expect a phone call and letter in mail and by email confirming this message and proper resolution confirming and addressing their mistake.Desired Settlement: Put my loan back into deferral as originally indicated by [redacted]. Reverse the past 3 months of payment due and accruing interest charges since Navient adjusted the loan status without my knowledge. I am in school, check National Student Loan Clearinghouse. STOP calling me and harassing me; every time you call me it is to tell me you have made a mistake. This is time away from my family and stresses me out because your department and team does not know what they are doing. (this is quote from Navient) PUT IT IN WRITING THAT YOU MADE A MISTAKE, don't tell me over the phone and then say you cant put it in writing. I want it in writing by email and phone.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on November 20, 2014 and resolved the issue with the customer.

Review: My student loans were just switched to Navient from [redacted] on or around the 1st of November. My loans are paid up to date and have been current. In addition a payment was placed on November 5th, 2014. I received two reports on my credit report, both from Navient, both stating that I was late on my payments. When I inquired Navient about this issue, they gave me no explanation as to why this took place. The customer service representative said that I would need to send a letter to them and a copy of my credit report for them to see what happened to my credit.

This has impacted my credit score in a negative way, something that I have worked hard to maintain and in one fowl swoop they affect it, with no explanation.

This does not say much for a company who has not even had my loans for a full month!!Desired Settlement: Not only an apology but an explanation as to why this happened. Considering it will take several months for my score to come back up due to their mistake as well as up to two months for these negative items to be removed from my credit report. Not cool, when I go to the bank for a first time home loan only to find out I cannot get a loan because Navient placed something on my report incorrectly!

Business

Response:

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

Review: I PAID OFF MY STUDENT LOANS IN FULL WHEN THEY WERE OWNED BY SALLIE MAE. SUDDENLY I STARTED TO RECEIVE A BILL FROM NAVIENT THAT I OWE YOU MONEY FOR LOAN ID 1-02. I HAVE CALLED NUMEROUS TIMES ASKING FOR A FULL REPORT OF MY LOAN HISTORY SO I CAN CLEARLY SEE WHERE THIS "UNPAID" LOAN IS COMING FROM ALL OF A SUDDEN.

ON 10/21 I SPOKE WITH ALEX (SUPPOSEDLY A SUPERVISOR) WHO SAID HE WOULD MAIL ME AN ENTIRE HISTORY OF ALL MY LOAN ID'S FOR THE HISTORY OF MY STUDENT LOANS (LOAN ID 1-8) SO I CAN COMPARE ALL MY RECORDS/PAPERWORK OVER THE YEARS TO WHAT I SUPPOSEDLY OWE THEM. I NEVER GOT A FULL HISTORY.

I CALLED BACK 0N 11/4 AND SPOKE WITH ROBYN ROSE (SUPPOSEDLY ANOTHER SUPERVISOR). AFTER A LONG CONVERSATION, SHE SAID SHE WAS CLEAR ON WHAT I WAS ASKING FOR AND SHE WOULD SEND IT. SHE SAID I WOULD RECEIVE IT WITHIN 10 BUSINESS DAYS. I STILL HAVE NOT RECEIVED A HISTORY OF ALL MY STUDENT LOANS.

THIS INFO CAN NOT BE ACCESSED ON LINE.

THEY SUDDENLY CAME OUT OF NOWHERE COLLECTING MONEY FOR A LOAN WITHOUT GIVING ME FULL ACCESS TO MY LOAN HISTORY.

I HAD PAID OFF THE LAST OF MY STUDENT LOANS IN FULL ON THE SALLIE MAE WEBSITE A COUPLE OF MONTHS PRIOR TO RECEIVING BILLS FROM NAVIENT. MY SALLIE MAE ACCOUNT PAGE THAT I LOGGED ONTO FOR YEARS TO MAKE PAYMENTS (FOR BOTH THE GOV & S.M. LOANS 1-8), SHOWED THAT I WAS FULLY PAID OFF AND OWED NOTHING ELSE ON AUGUST 23RD.

NAVIENT IS BILLING ME FOR A LOAN BUT THEY AREN'T GIVING ME ACCESS TO MY FULL LOAN HISTORY SO I CAN CROSS REFERENCE IT WITH ALL MY RECORDS.

MY ACCOUNT IS NOW LATE AND SHOWS I'VE MISSED PAYMENTS.Desired Settlement: I AM NOT GOING TO PAY THEM ANY MORE MONEY UNTIL I GET MY ENTIRE LOAN HISTORY THAT I'VE ASKED FOR MULTIPLE TIMES. THIS IS UNACCEPTABLE.

IF THIS SHOWS UP ON MY CREDIT REPORT, I EXPECT THEY GET IT REMOVED IMMEDIATELY & CLEAR ANYTHING RELATED TO THIS LOAN.

I ALSO EXPECT NO LATE FEES TO BE INCURRED & I EXPECT NO INTEREST TO BE CHARGED BETWEEN MY 1ST REQUEST ON 10/21 & THE DAY I RECEIVE MY PAYMENT HISTORY RECORDS THAT I'VE BEEN REQUESTING (IF THIS LOAN TURNS OUT TO ACTUALLY BE AN UNPAID LOAN!)

I HAVE IMPECABLE CREDIT AND WOULD NEVER JEOPARDISE IT FOR NO REASON.

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.

Review: I had called in to navient to cancel a payment for $198.16. I had overpaid for a few months before and only owed $140.42. I logged in online and rescheduled the payment for 1/23/15 for $150.00, still more that the amount due for the month. I did this online because after the representative cancelled my payment, they said in order to schedule the new one, they would charge me $14.99. I proceeded with her instructions to go to the navient website and reset my payment for 1/23/15 for $150. I did this and received the confirmation on the webpage that this payment would be drafted then. Navient proceeded to pull $198.16 from my backing account, after I had cancelled this payment for 1/15/15. It caused me to overdraft, because this was not an authorized payment. I now cannot log in to my navient account online.Desired Settlement: Refunded the amount pulled from my account and the overdraft service charges from my bank for their unauthorized bank withdrawl

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: I called Navient to try to get a financial hardship forbearance or deferment on my student loan. They wouldn't give it to me. I think this is illegal, they have to be accommodating of people who are having financial hardship. I haven't worked full time in over 2 years, it's either making these payments or going without food. This is like loan sharking. They said they couldn't give me one because I already had a forbearance. This is a joke, this was like a 9 month forbearance or grace period from right after I graduated. This is being too stingy with forbearance, just the fact that you've graduated doesn't mean you automatically get a good job for life. Even people with degrees have economic hardship.Desired Settlement: Give me a deferment or forbearance on my student loan.

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 22, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: In September 2014, my Income-based repayment form was approved and I was guaranteed a payment of $0.00 until 9/1/15. I have been receiving calls from Navient recently and my account page states that I have a missed payment and $131.26 is currently due. This information isn't correct. Ever since Sallie Mae turned into Navient my account hasn't been right. I need someone to correct this information, and I prefer someone that is not a customer service representative. Thanks.Desired Settlement: I need my payment to go back to $0.00 like it was from September to December. Thanks.

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 30, 2015. Please allow sufficient time for postal delivery.

Review: When I graduated I had setup automatic payments for all of my loans. I had sufficient funds and they were never late. My co-signer filed for bankruptcy and Navient (formerly Sallie Mae) blocked my automatic payments and locked me out of the website. I received overdue notices because they weren't processing my automatic payments any longer. I called and paid my loans current and they told me that they would relay my problem to another department that would put me back on the website so I could setup automatic payments again. However, they did not do this, so when it came time to pay my loans again the next month I had to call in. I was told that my loans were past due. I said how could this be? I paid them current last month. There are three groups of loans that I pay on, so each month I owe three different payments to Navient. The person I was talking to said they applied one of those payments to the wrong loan, so it left the one delinquent. They said they would fix the problem and I would be current again. They still locked me out of the website so I couldn't see in real time what was going on. Anytime I wanted information it had to come in the mail and they would stagger the statements so it looked like I owed money again that month even though I already paid. The next month I call in again to pay my loans and sure enough they are delinquent again. They say that there has been a mistake and somebody has allocated one of the amounts to the wrong loan. This has been the same thing every single month. Since I cannot see where they are allocating the money because I have to call in my payment and the statements they send me in the mail are never current they are able to claim that my loans are delinquent each month and try to charge me late fees or threaten to send my information to a collection agency. I have watched my credit score slowing being lowered because of this company's actions. Since I was locked out of the website one of their employees suggested that I switch to email statements that way I can get the information I am seeking right away. I thought this was a good idea so I signed up for them. When my email statement showed up in my inbox and I opened it; it told me to view my statement I had to sign into the website. So, they didn't actually send me a statement. I had no idea what the status of my loans were.Desired Settlement: I want them to unlock me from the website. I need to have a current statement each month. I want to setup automatic payments for all of my loans.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on February 17, 2015, and we are working with the customer directly to resolve the issue.

Review: I was inaccurately reported to the credit reporting bureaus for being 2 months late when the loans are directly withdrawn from my checking account. Navient failed to place all of the loans on this direct withdrawal and never contacted me by phone or email to report a problem. This all occurred during the transition of loans from Sallie Mae to Navient. I have never paid any of my student loans late and have paid the interest on the loans even while my daughter was in college. When I tried to call and discuss this situation with their customer service department I get nothing but a form letter stating they reported the information correctly to the credit reporting bureaus. I am suffering the negative reporting with a low credit rating. I cannot get a decent car loan because of this issue.Desired Settlement: Remove the negative reporting from my credit.

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 25, 2015. Please allow sufficient time for postal delivery.

Review: I made a payment for ~$38,000 towards my Federal Student Loans

The payment was incorrectly applied by Navient to my Private loans (4% interest) which had a lower interest rate than my federal loan (7%)

They were unable to correct this error after multiple calls by me, my checking account posted the 38,000 on 1/26/15. 4 weeks later my payment was still not applied to the correct loan

Now I have 2 private loans that have a missed payment because of this error and my automatic payments were cancelled by Navient without my notification resulting in 2 missed payments, accrued interest and late fees.

No one at Navient seems to care or be able to correct this issue after 10 phone calls and countless hours speaking with dept managers and the customer advocate department ([redacted]Desired Settlement: Apply my payments to the correct accounts

Re-instate my automatic payment that you cancelled

Fire all of your customer service representatives

Correct this or I am going to file a civil lawsuit

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on March 10, 2015 and resolved the

issue with the customer.

Review: My student loans were handled by Salie Mae since I graduated from college. While dealing with them I paid off one of the two loans I had. This loan remained on my account. When I asked if it would be removed since it was paid in full they said it takes 30 days. 30 days later it was still there and another call was made to them. They said it takes 30 days for them to process it then another 90 for them to remove it. This was different from what they told me initially.

While waiting the 90 days for it to be removed I was paying the other loan each month. During this time. Salie Mae split and my loan was now going to be handled by Navient. Both loans were still visible. 3 months ago the paid in full loan was removed. I have been paying Navient more than the minimum amount each month. This month the paid in full loan as reappeared on my account and the loan I have made payments on has disappeared. Navient has no record of payments made to the loan now and I am unable to make a payment because the only loan that is showing up is paid in full.Desired Settlement: I would like someone from Navient to call me an explain what is going on with my loan, why does my loan that is paid in full continue to show up? Why am I unable to make a payment on my active loan? Why can I not find any record of the past payments I made to Naviant yet I have bank statements showing that I have made payments.

I would also like for there to be stricter rules and penalties for things like this. They are already placing unnecessary stress on peoples lives with their practices and doing things like this only stresses people out more. These are peoples financial futures they are being so careless with. If they are going to report that my loan has been paid in full than I would like a letter stating so as well.

Business

Response:

Thank you for

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

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

Postal Service on March 20, 2015. Please allow sufficient time for postal

delivery.

Review: I have spoke to Navient regarding my loan, which was paid off over one year ago. The loan was transferred from Sallie Mae to Navient, without my knowledge. This occurred after my loan was paid off in full. The woman I spoke to on the phone admitted Navient and Sallie Mae are at fault, but they continue to do nothing for me. They continue to bill me, which is not okay because my loan has been paid off.Desired Settlement: I would like for Navient and Sallie Mae to forfeit the amount that they are stating that I still owe them. I paid my loan in full over one year ago. My account should have been closed once I paid my loan in full. I want them to close my account and to stop harassing me.

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 12, 2015. Please allow sufficient time for postal

delivery.

Review: I consolidated my student loan through a private lender, who paid for my student loan in full. However, my monthly payment was automatically withdrawn from my bank account. It has been six months and I still have not received my refund. I have called Navient multiple times to ask for my refund only to be told that it was sent already but they will resend it. This company still owes me $1500.00Desired Settlement: $1500.00, my refund.

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 9, 2015. Please allow sufficient time for postal

delivery.

Review: I have been in contact with Navient regarding my student loans many times. Each time the call starts with being transferred to three or four different people before I get someone that can "help" me. I finally get to someone that can help me lower my payment and they tell me I need to put the payment into deferment so that I can call back on the due date and set up a payment arrangement, that has already been approved, twice. So, I called back today, 6/4/15, and they tell me they have to talk to my cosigner again, even though last time I called in May they told me they had everything they needed and we just had to call back in June. So, they called my cosigner, and proceeded to hang up on her. They told her they thought she could pay more, and she explained that there is no way she can- they already have our financial records-. So, the employee put her on hold and hung up on her.

This seems very typical for this company. I have spoken with "supervisors" that won't honor a payment arrangement that one of their employees told me they would do. They talk over you when you're trying to explain something, and are completely unwilling to help their customers. I'm willing to make a payment, but it needs to be reasonable, and it needs to be what I've been promised twice. I work in an in-bound call center and deal with customers all day long. If I were half as rude as these representatives have been I would be out of a job.Desired Settlement: I realize there is only so much you can do about horrible customer service when it seems 75% of the people there are rude and inconsiderate.

All I want is for my payment arrangement that was promised in May to be offered and accepted. I can follow that and want to start paying on it immediately. Please, call or email me with the approval and I will make payment this week! All I want is for what the customer service/ collections person told me to be honored!

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 12, 2015. Please allow sufficient time for postal

delivery.

Review: About 2 weeks ago, I tried to log in to my Navient account at www.navient.com. I was greeted with a message that said "Because of your current account status, we're unable to process your request online. Please call us at [redacted] so we can assist you." Therefore, I called customer service.

THREE HOURS, nine customer service agents and several password changes later, I finally spoke with an "Account Manager" who informed me that there was a technical issue on my account and that she would be flagging my account and sending an email to the Technical team.

It is now several weeks later and I still cannot log in to my account. Therefore I cannot see any of the correspondence on my account, statements, bills, etc.

This issue needs to be resolved IMMEDIATELY.Desired Settlement: I have already wasted enough time and energy with Navient's awful customer service. At this point, the issue needs to be escalated to a higher level. I cannot log in to my account because of a technical issue at Navient, not anything I did! I am not going to change my password one more time. Navient needs to take care of this issue with my account and they need to do it fast because I've already not been able to log in to my account for several weeks.

The desired outcome is for Navient to figure out what issue is causing me to not be able to log in to my account, and FIX IT SO I CAN LOG IN TO MY ACCOUNT.

Business

Response:

Thank you for

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

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

Postal Service on July 1, 2015. Please allow sufficient time for postal

delivery.

Review: Back in 2008 I withdrew from a class because the university had me overlapped with two classes by 15 minutes. I was told a refund check for about $3,000 was sent back to Sallie Mae from Lynn University. The loan I borrowed was for $26,800 and now that I have been paying my loan since 2012 guess what it's for $26,800, so it was never adjust and for the past 3 years I have been paying for a class I never took. Lynn University is looking into it but it's taking too long and it's not fair for me to pay interest on a $3000 class I never took. I don't understand why it's so hard to find a check. I opened my Lynn transcript and noticed the W for withdrawal and finally realized my loan never dropped from it's original amount.Desired Settlement: I simply want that money reimbursed/refunded, and hopefully interest will be reimbursed too.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on July 13, 2015 and resolved the

issue with the customer.

Review: Inaccurate billing details. I was informed a new company was managing my account. The previous company had my account in deferment. I couldn't access my account online through the old and new company. I entered nursing school in Jan 2014. I filed the in-school deferment. I had to withdraw from class in Aug 2014. I was not notified via email nor paper nor call that my account was out of deferment. I called prior to bill due date. I was given a grace period to send a hardship deferment, which I did prior to Oct 20 2014. I found out that I owe a payment of $167.00(approx) due to payments and fees owed. I was told it because of dropping out of school in Aug 2014. I called the beginning of September 2014. I was given a 30- day grace period. I filed my economic hardship. I was approved but they added payments and fees. I reentered school in January 2015. I tried to make payments in April and May 2015. I got a voicemail from a blocked call saying My account was revoked and payments returned because they felt my account was hacked. I was told to contact the company. I did contact the company but I was my account was in deferment till Oct 8 2015. I had a payment due October 20, 2015 for $167.00. I waited to call and use the website until September 8, 2015. I had one representative hang up on me and another put me on hold not to return. Then a Blocked call came on my cellphone. I answered because I thought it was the survey call but it was another person from the company to tell me. Each representative was right. That my website privileges were revoked for 6 months. They would be returned if I made 6 on-time monthly payments of $16.25. The automated system tells me to pay %167.00. and so on. I told the caller why did she feel to call me? When the actions by the reps had happened? Why would I want to talk to anyone about my account because of those actions? So how am I to know about my account or trust a company that hangs up on its clients or their phone system which told me I owed $167.00.Desired Settlement: I want to fees removed, which I was told they were valid and even if they weren't they can't be removed. I had economic hardship and school deferment. How can I owe payments or fees. So I want the fees and payments removed. I am currently unemployed, borrowed money from my retirement to survive. I told them I didn't want calls especially ones leaving private information about my account and its status. I want my website privileges returned. So I don't have to call. I am disappointed.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on September 9, 2015 and resolved

the issue with the customer.