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: 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 was put on income base repayment program for $ 149 for both of my loans. It was suppose to go from May 2014- May 2015. It was only for one month and they have charged me additional interest and fees. I also had a forebarence until Oct and they did not honor that as well.Desired Settlement: I want my income base plan to go back into effect and now from Jan 2015 to Jan 2016. I want all fees and interest waived and credit back 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 December 18, 2014. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I have applied for income based payments THREE times to Navient (the first time in Oct). And every single time I contact customer service I get a generic message back and NO PERSONAL REPLY. I require a written response for legal purposes. I work at [redacted] in Manhattan New York, making 9$ an hour minimum wage. How DARE Navient tell me I can afford 200$ a month in payments! I barely make 400$ paychecks. You mean to tell me with about 800-900$ a month, I am supposed to pay 500$ rent, 200$ Navient bills, [redacted], eat, by toiletries, cell phone, and pay for the subway?!!?!!? ARE YOU KIDDING ME! I sent them my pay stubs as proof of income. Bank statements, the whole 9 yards. I have applied for this OVER and OVER with no response as to what is wrong or what forms they need. They will not answer me or reply. And now my credit report shows my loans are PAST DUE even though I pay them as much as I can every month (60$).Desired Settlement: I would like an income based settlement. I would like to pay 30$ to federal loans and 30$ to non federal loans. A total of 60$ a month until I acquire a better job. I pay [redacted] so I think it's only fair Navient gets a total of 60. That still leaves my paychecks and what I can afford extremely tight, but livable. I would like the past due removed from my credit report as I have been working on this since October.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on March 4, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I have private student loans out with Sallie Mae, with the earliest being from August 2006 and the most recent being from August 2009. They have continually put my loans as "in default" though I make payments to them every 2 weeks. In late 2013, I entered into a repayment program meant to lower my student loan payments each month, even though their "lowest" amount for a payment is still over 30% of my monthly income. Throughout the past year and a half, I have continued to get phone calls telling me that my payment is late and that my loans are in default, even though I am enrolled in automatic payments that are deducted directly from my checking account biweekly. Approximately 2 weeks ago, I received a phone call from Sallie Mae telling me that my loans are past due in the amount of $700. I sent them a copy of my bank statement, showing that my agreed upon payment was taken out on Friday 2/13/15. Today (2/25/15) I received a phone call from them telling me that my account was past due because I had not paid on 2/27/15. I had to explain to the customer service representative that the payment was not, in fact, past due, since the due date wasn't for another 2 days, and that the payment was scheduled to come out on 2/27/15. He was very rude, and told me that I needed to resolve the past due amount immediately or my loan could be considered in default.

This is absolutely unacceptable for a business to conduct themselves this way. I have been out of school now for nearly 3 years, and I have not been able to save any money or build any credit due to their extremely unethical business practices. They have continually told me that my loan is past due or in default, though I have been making payments consistently for 3 years. Additionally, for a company to require that I pay a miminum of 30% of my monthly salary and then continue to ask for more money is absolutely ridiculous.Desired Settlement: Not only would I like Sallie Mae to help with adjusting my monthly payments further so I am not continually paying excess amounts of money on my private student loans, but I would like them to remove any negative feedback they have given me on my credit report that is unwarranted. For them to frequently say that my loans are in default (despite biweekly payment) has seriously damaged my credit rating, and continues to provide undue emotional and financial stress.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on March 5, 2015. Please allow sufficient time for postal delivery.

Review: I am a co-signer for a student loan for my daughter, Sallie Mae was the previous owner now this loan was transferred to Navient since that time we've incurred numerous inaccurate billing, reports to the credit bureau, and illegal payment authorization arrangements. The billing records are not accurate, they are not up to date, they do not reflect day to day changes, it takes them months before the billing records are up to date. in one day $2000.00 was added to the balance of this account. The department that makes payment arrangements with my daughter who is the primary borrower has not ever contacted me nor received my approval for making payment arrangements that have impacted my credit-this is illegal and it was stated by their employee on the phone that this should not have occurred, although multiple changes in this account has occurred-I am was never notified or gave authorization for any changes in this account.Desired Settlement: Since it was illegal for them to change payment arrangements without my consent I think it is fair for them to remove all negative reports they forwarded to the Credit Bureau for this account

Business

Response:

Thank you for

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

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

Postal Service on October 8, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: This company has contacted to the Philippines, and all our personal information is on display there for all to see. I have spoken to three different employees ( and I have their employee numbers), and they have told me three different stories, all lies. Now they have are extracting money from my checking account, without my authorization. They lied and told me it was my debit, which I had them blocked. So, what is going on here? don't we have rights...or is the all personal information is displayed for international thief?Desired Settlement: I want my money refunded, and a forgiveness on my federal loans, if they are going display American's personal information internationally. I am going to the media about this, and warning the public

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on July 17, 2015 and resolved the

issue with the customer.

Review: I am a private student loan borrower. At the time when I borrowed the loan this organization was known as Sallie Mae. Due to consumer dissatisfaction of their poor service, they changes their name to Navient, but their service is still very poor just like it was when this organization was called Sallie Mae.

My loan product - Global Residency Relocation loan, which was under grace period, was recently put back in repayment but they failed to inform me prior to this event, I incidentally went to my online account and found out this information, I call them and after which I received a correspondence of this.

I requested a Residency deferment on this loan and I was told that that they will process this request using a similar deferment application I had made for a different loan product I had borrowed from Sallie Mae. This request was later denies because the forbearance processing department wanted a new updated application. I spoke toa a supervisor level representative during my initial communication for forbearance, it seemed to me like the employees don't have a clue about the fact that a new application is required. This has brought me closer to my payment date and was time wasted. They sent me a new application and asked me complete it and upload it online to my account. I had the application completed per instructions, only later to find out that my private student loan deferment application can't be uploaded online, again I was given wrong information. I faxed the application and when I called to check if they have received my application, I was told that it would take 24 - 48 hours before they would be able to retrieve my application. It has been 1 week now and they have not even started to work on ny request, nor do they have my application. This should be considered extremely substandard service.Desired Settlement: - May be consider closing down since they feel OK to waste consumers time. and provide substandard service

- They are very polite and try their best, don't seem to know much about how to process a simple deferment application, which should be addressed.

- Provide services in a timely manner, if they plan to be around for sometime

Business

Response:

Thank you for

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

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

Postal Service on April 24, 2015. Please allow sufficient time for postal

delivery.

Review: Literally had the worst experience ever. They took over the necessary time to process my paper work which would lower my monthly payment. Because of this, the change is effective as of next month not this month. When I had called over a month ago and spoke to someone, about lowering my payment, they stated that it had been taken care of. When I went on the computer to check the status nothing had changed. I realized the customer service person didn't tell me that I would have to fill out a form. I quickly did it and submitted it. This left them over 30 days to process my request. They stated that this was not enough time and that it would have had to been submitted by the end of last month. Which makes no sense since that's when I ad called to have the payment amount changed. I now have to try and find enough money to come up with the payment for this month. They constantly repeated the fact that there was nothing else they could do for me and that there was no one else I could talk to to change this. I even suggested if I could change the billing due date to give me a little more time to get the money together, they said no. I have never been late on a payment in my life. They also said the only way for me to be given any help was to not pay my bill on time, which will hurt my credit. They have lied and I could not be more disappointed.Desired Settlement: I want them to honor what they said they were going to do. My lowered payment should be as discussed this month, not next month.

Business

Response:

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

Review: I'm trying to reach Navient over the phone about my loans and the status of them. I'm trying to be up front with the company and let them know I'm currently unemployed and trying to workout a forbearance agreement. I've tried countless times to get in contact with them. However the automated system doesnt have any options for this.Desired Settlement: I'm wanting to talk options with them about forbearance or modified payments.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on March 26, 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: An unauthorized debit was taken. I had previously agreed to a specific amount to be debited up to December 2013 however an unauthorized increased amount was taken out on 1/30/15. I tried to get this reversed by the company but they declined claiming I had agreed to this amount based on their records. They claim to have a recording of myself agreeing to this but refuse to supply me a copy or transcript without a court order so I am at their mercy on the validity of this.Desired Settlement: A full 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 February 6, 2015. Please allow sufficient time for postal delivery.

Review: Our daughter applied for an approximately $4200 student loan through Navient for college. One loan for each of the last three semesters. Unfortunately, we thought deferred meant the interest was deferred until 6 months after she graduated. She will graduate in December 2015.

We always thought we would pay it off quickly and recently looked into the details on line. We discover there's approximately $2000 in interest accumulated to date and the first payment is due November 26, 2015. The interest rate is reported as 7.1%. Nothing adds up. They were not helpful at all on the phone. There were never any email or mailed notices of any kind.

We're shocked that the Department of Education is working with this type of company.Desired Settlement: How are the charges calculated? We've just seen summary pages.

A first correspondence should be directed to the permanent address in most cases the parents address on paper to verify the details for what is a very difficult process on the web site.

We would have never used Navient if we knew the details completely.

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 23, 2015. Please allow sufficient time for

postal delivery.

Review: My original student loan from Sallie Mai was around $33000. Being a single mom with 3 kids, I was not able to pay the payments regularly in the past. Now that I am remarried and able to pay on a regular basis, the original loan is increased to more than $71000 due to forbearance.

Currently I am paying $660.00 per month but Navient is taking a big portion of the payment toward the interest and very little toward the principal. Based on my calculations I have to keep paying the same amount for 59.5 years to pay off the principal which will eventually end up to more than $471000.

My problem is that Navient is adding the interest to the principal every month, first, and this way they swell the principal and take my payment for the interest. In other words, unlike a house mortgage, the interest portion of my payments are NOT getting smaller and the portion that goes toward my principal is NOT increasing on a regular basis.

I have discussed this with their reps several times but have never got any convincing answer.Desired Settlement: Changing the system of the interest applied to a fair mechanism, like a mortgage 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 February 6, 2015. Please allow sufficient time for postal delivery.

Review: Navient consolidated my student loans last July and proceeded to bill me for both the consolidated amount and the unconsolidated amount. The problem has continued until March, a full 8 month after I spoke with them about correcting the problem. In addition, I have set up an IBR (income based repayment plan) to repay my loans. Navient has sent me two bills, and I have paid them both. When I logged onto their site to check my balance, Navient shows a different amount due, and it shows my account as past due. When I called, I was told that they did receive my payment but did not have a record of mailing me the bill for that amount. Instead I was told that I have not been approved for my IBR (even though I have a form stating that I was approved) and that the new amount (which is 6X higher than the amount I have been paying) is passed due and I needed to pay it to bring my account up to date.Desired Settlement: I am concerned that I have accrued interest on my loan that should not be applied. I would like to know that I am not being charged any undue interest (accrued while on forbearance while trying to straighten out the 1. total loan amount and 2. IBR amount). I would also like the IBR to reflect that, while my wife provides joint income, she also has student loan 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 April 3, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: On 9/29/14, 8/28/14 and 7/28/14, $1052.45 was deducted from my checking account in order to pay my student loan. The payment had gone up significantly because I was unaware that my 'payment based on income adjustment' had expired. I submitted the proper documentation and proved my income. My payments were adjusted to $178.25/mo. On October 8th I called and asked that the additional money I paid in July, August and September be refunded back to me. $1052.45 for 3 months minus the $178.25 that I should have been paying is $2622.75. I was told it would be. On October 17th, October 23rd, December 9th and February 4th I called back again to ask why the additional money I paid was not refunded. No reason was given and each time another request was submitted.Desired Settlement: I would like the $2622.75 deposited into my checking account or a check mailed to my home address.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on February 9, 2015 and resolved the issue with the customer.

Consumer

Response:

Review: I was unemployed because the office I was working at ([redacted]-Abington, pa) closed. I was unemployed from 7/20/14 until 2/1/15. I just started a new job today 2/2/15 with bank of America.During the time I was unemployed, I spoke with several representatives from Navient explaining them my situation. I had no extra money to pay student loans, I did not even have enough to pay my regular bills. They offered me the option of forbearance. I tried to make the $150.00 payment twice but was unsuccessful. They told me if I called by the end of January 2014, I could pay $150.00 to prevent my loans from going into collections.I called back on 1/22/14 to pay $150 and was then informed that I needed to make a payment of $700.00 or pay a amount of $3000.00.That was not what I was told. I was unable to pay those amounts. I was never offered a option to have my loans put on a income based payment option. They only offered options that I was financially unable to meet.I would like this situation rectified and a chance to place my loans on a income based option.Desired Settlement: I would to know what are the options for individuals that are unemployed and for that to be implemented during the time frame I was unemployed. I would like my loans to be prevented from going into collections and a chance to place my loans on a income based option. I have a job now. My first full paycheck will be received on February 27th and I can start making reasonable payments at that time. I want to pay my bill and I want them to help me find the best option for my financial situation

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 11, 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 had been notified in the fall of 2014 that my loans were moved from Sallie Mae to Navient. Therefore, I began contacting Navient in November of 2014 because my loans were going to be entering repayment, and I wanted to discuss any possible repayment options as I had not yet passed the Bar Exam, and therefore my salary was lower than expected at the time. When I called in November, I was told that my loans were not yet in repayment, so nothing could be done with them yet, and therefore I would need to call back in December. Therefore, I called again in December, at which time I was again informed that my loans were not yet in repayment, so nothing could be done with them yet, and therefore I should call back in January. I called in the beginning of January, and again was told that my loans were not due until the end of February 2015, and therefore I should call back in a few weeks. Then, in mid-January of 2015 my co-signor (who lives in FL, I am in NY) received correspondence from Sallie Mae indicating that the account was past due by two (2) payments. I never received this correspondence, even though MY address is the one listed on the account. Additionally, I began receiving calls every two hours while at work attempting to collect this past due amount. When I had time to return the calls after work, the woman from Naveint informed me that the account was past due by two (2) months. I informed her that I had been calling Navient since November, and was told for three (3) months that my loans were not in repayment, and that I should call back the next month. She essentially had no idea what I was talking about, and just kept asking for bank information to make the payment. She could not help me and explained that she did not have the power to do anything to help me. Therefore, I asked to speak to a supervisor. The supervisor then got on the phone and again asked how I would be paying the past due balance. I explained to her again that I had been calling to get a payment plan set up since November, and that, had I been allowed to do so, there would not be a past due amount. I informed her that I did not believe I should have to pay any late fees based on their mistake since November in telling me that nothing was due. She insisted that they did nothing wrong, and she did not know why people had told me since November that the payment wasn't due. She then asked me how I was "improving my situation" to be able to pay the loans in the future. She was incredibly rude and offered no explanation for any of the discrepancies in all of my previous phone calls. She then asked why I have co-signors if they cannot pay, and that she would go after them instead. I explained to her that I was trying to resolve the situation, and she told me that my only option was to take a forbearance. I again explained that I did not think I should have to take a forbearance, hurting my credit, based on the mistakes of Navient's employees in relaying incorrect information. I understand that the company is new. The employees clearly do NOT have adequate training. However, those are NOT valid excuses allowing Navient to destroy borrower's finances simply because they cannot properly access and analyze accounts in order to relay correct information. Because the amount was past due by two (2) months, I had no funds to pay the full balance, and the supervisor informed me that a forbearance was my only option, I was required to pay $150 to take a forbearance on my payments. The forbearance payment capitalized the payments back onto the loan, thus increasing my loan balance because of the mistakes of Navient. This forbearance brought my account current through February 2015. The next payment was due March 3, 2015. Therefore, near the end of February, I called Navient to set up an interest only repayment plan so that I could manage the payments better until I pass the bar exam and obtain a higher salary at my current job. However, I was informed that the interest only processing takes over a month, and therefore the interest only payment schedule would not take effect until April 2015, so I would need to pay the full payments for March 2015. However, again, I could not afford the full payments. Therefore, I was forced to take another forbearance simply because Navient takes an ENTIRE MONTH to process one simple request. I find that incredibly obnoxious. I firmly believe that they would not allow the request to be processed more quickly (they had over a week to get it done by the March payment), solely because they hoped to obtain another forbearance from me. The employees of Navient are severely undertrained; the company utilizes shady business practices that allow them to obtain forbearances from students in order to increase loan amounts, thus increasing their payout. I have spoke with many other borrowers who have experienced these practices with Navient, and it is shocking how their fraudulent statements and business practices are running rampant. I have never experienced more rude, condescending, manipulative, unintelligent, undertrained, under-equipped, powerless staff.Desired Settlement: I request a refund of the forbearances that I was forced to take, as well as a billing adjustment removing the interest that was accrued as a result of those forbearances. I also request a change in Navient business practices in the form of training for employees to ensure that future borrowers receive consistency rather than the outrageous inconsistency that I encountered.

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: My husband's school loan debt, for which I am the co-signer on, was paid off in September 2013. We received confirmation and zero balance statements stating that the debt was cleared. Starting in July of 2014 we both received phone calls and emails stating that we needed to contact them regarding our account. We contacted them and found out that they were trying to collect on this debt that was already paid off. After researching the account online I noticed that the payment that was made in September 2013 had been reverse for an unknown reason around May of 2013 and they were showing that we still owed the debt. We were asked to supply a bank statement showing that we paid the debt and we complied. However, since then and for the last 3 - 4 months we have consistently been receiving phones calls and emails regarding this debt and every time we speak to someone we are told that it is still being looked into. However, nothing to this date has been cleared up and no one, except people trying to collect on a debt that has already been paid has contacted us. We are at our wits end with this and are ready to file a law suit against Navient and [redacted] (the original loan holder).Desired Settlement: Fix the problem/error on your end. Send us a letter stating that your company made an error to our account that resulted in collections that should have never happened and send correct reports to the credit bureaus clearing all negative marks.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on November 11, 2014. Please allow sufficient time for postal delivery.

Review: The authenticity of this company is being brought into question.

On their website they provide telephone number to contact customer service however when calling within the CORRECT business hours, there is a message of unavailability that their offices are closed. Also after being threatened with the Revdex.com, they finally sent me an email saying that I can send my questions directly to them. I have don so TWICE in the past 2 weeks with NO reply. The email address I was given to contact is: [redacted] Sallie Mae has recently sold their business to Navient and they cannot be contacted at any time. I have yet to speak to an actual LIVE PERSON despite my numerous times calling and emailing, and I need to know specifics about my loans, account, and payment options.Desired Settlement: 1. An apology for this unprofessional processes

2. A phone call! I am teaching English in Korea now so I would like them to call me at: [redacted]. An email with the answer to my previous questions and person of contact that will respond in an appropriate timeframe (1-2 days at the MOST)

4. A DIRECT number to an account representative that I can call and go over my loans with when I need to.

Basically the desired outcome is them to DO THEIR JOB

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 10, 2014.

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 business has been contacted numerous times by phone and a Certified Letter requesting a payoff statement and a refund of overpayment. They have sent a form letter stating once my check clears the loan is paid off. This letter makes me responsible for any erroneous records they have. Previously my payments have gone into others accounts, I have been lied to and I have been told that I would receive a payoff receipt in June 2015. My The last and final check for the loan was sent 02/27/2015. They have created a burden on myself and family.Desired Settlement: The business has a responsibility to provide a payoff statement and a refund of overpayment

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 19, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response: