Navient

Review: I made a payment to Navient on Monday (11/23). At about 8 am the next morning I get a phone call from Navient about my account being delinquent. I called them back and explained that they should not be calling me becuase there is nothing else I can do and to stop calling me. They explained to me that I could recieve phone calls until this payment is posted. I informed them that this is a form of harassment because there is nothing else I can do after I submit my payment. I asked for my phone number to be removed and they told me I had to submit it in writing. I asked for upper management to call me to make me feel like my complaint was being heard. I got a phone call just before 4pm central time. The guy was rude and hung up on me. I called back at 5:26pm still on 11/24 and asked for someone to call me about the guy hanging up and the lack of upper management calling me. When I got a phone call back, the guy was only helpful to an extent. I asked for verification that my complaint was being heard such as an emial or a letter saying "thanks for the feedback." He said everything was dealt with internally and they could send me anything. I told him I don't feel like I was being heard until I have something in writing now that I had one of their employees lie to me and another one hang up on me. He continued to try to direct me to a different letter he was going to send out. I still want verification in writing that my complaint was heard and that it will be dealt with.Desired Settlement: I want a verification of my complaint and what are they going to be doing with my feedback/complaint.

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 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 8 federal loans and 2 private loans with Sallie Mae/Navient. In mid 2014, I contacted Navient regarding my two private loans. I stated to them that my hours decreased at work and I could not make the payments and be able to live at the same time. I was rudely told that unless I was in school there was nothing they could do. I explained to the rep that I was not avoiding my debt, I just needed a few months of defered payments and I would begin making payments as soon as my hours picked up and she stated that there was nothing she could do and rushed me off the phone. I called again and spoke to a supervisor and she too stated she couldn't help. My private loans are now in default even though I placed phone calls and sent letters to rectify the situation and no one offered me any reasonable payment plan. The loans are with a collection agency and I have agreed to a settlement. However, this has greatly affected my credit score and my co-signer when this could have been avoided. As for my 8 federal loans, Navient reported a 90 day missed payment in October 2014 for each account. When I contacted Navient prior to this reporting, I was told I had to wait 90 days to refile a deferment because of my last deferment. Although I thought this was strange, I did what I was told. I later requested and was approved for the deferment. I recently checked my credit report and saw all 8 federal loans listed as a negative items even though Navient is reporting the accounts as current and deferred. I contacted Navient by phone and mail and the rep I spoke to thought it was odd that my accounts are listed as negative when they are technically in the positive. Navient has recently denied my request to fix the reporting even though the credit bureaus agree the accounts should be listed as positive items even though the late payment is on there. This is affecting me greatly and it has become a nightmare. I was given bad advice on several occasions and my co-signer and I are paying for it.Desired Settlement: I would like Navient to correct my credit report by contacting the credit bureaus and advise them that the 8 federal loans are current and should be moved to a positive item. I would also like my private loans taken out of default as I am on a payment plan with their collection agency. I also want my co-signers credit report corrected as well.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on August 4, 2015 and resolved the

issue with the customer.

Consumer

Response:

Review: In June 2004, my mother ([redacted]) and I established a student loan with Sallie Mae in the amount of $4,504. On May 5, 2011 my final settlement payment of 2,365.38 was paid to Sallie Mae (P.O. Box 9500,Wilkes Barre, PA 18773).In 2014 my wife and I filed our 2013 income taxes; our federal and state taxes were garnished by the "New Jersey of Higher Education".We were informed by the "New Jersey of Higher Education" that our taxes were garnished for failure to pay the student loans that were established in 2004 and that Sallie Mae had forwarded the debt to them. I informed the New Jersey Department of Education that this loan had been paid; I even had Sallie Mae to send me a letter stating this fact. This letter was in turn forwarded to the "New Jersey of Higher Education" and to date my 2013 federal and state income taxes have not been returned to me.Also, at the time of this loan, I was a miner. Also, the social security number on file for me is incorrect. I have kept in constant communication with the "New Jersey of Higher Education", just to be continuously given the run around.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a "correction to my credit report" as well as a refund of my 2013 state and federal income taxes.

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 20, 2015. Please allow sufficient time for

postal delivery.

Review: My account was transferred over to Navient which has taken over for Sallie Mae. I had a forbearance on my account while with Sally Mae which carried over to Navient. I was unable to make my payments due to the hardship I incurred. In June 2015 I called and spoke to Navient Representative [redacted] regarding my student loan account #[redacted]. I was notified that my account was getting ready to go into default. I asked the representative what I can do to get my account in good standing and he notified me that I would need to make a payment of $50 in order to stop the default on my loan. I informed the representative that I would be able to make that payment on July 1st. He mentioned that I would have plenty of time as long as I submitted the $50 payment by the end of July. I asked the representative if they accept payments other than by mail and he informed me that I could make the payment via Western Union. On July 1, 2015 I attempted to make a payment on my Navient account through Western Union and was notified that they do not accept payments for Navient. I then called MoneyGram to see if they accept payments for Navient in which I was told no. I was not able to make the payment so I called Navient and informed the representative to please notate my account that I would be sending my payment by mail because I wasn't able to send it Western Union. I then made out a money order and mailed my payment out along with a letter indicating my conversation with [redacted] and to please accept my payment and request to stop default on my account. I also requested to start sending monthly statements to my address so that I can track my payments. I also created an account on Navient's website to keep track of my account until the statements come in. I received a confirmation email that my payment was received and posted to my account on July 7, 2015. I did not receive any further correspondence or phone calls from Navient. Today, July 28, 2015 I received a Notice of Default from ECMC notifying me that my loan is no longer with Navient due to default. I called Navient and requested to speak with a supervisor and was transferred to ECMC. I spoke with a supervisor, [redacted], no technician number available. I explained my situation and he said that I can request for Navient to re-purchase the loan based upon the fact that they accepted my payment to stop the default. I then called Navient and spoke to [redacted] Employee # [redacted] and explained the situation and that Navient was supposed to stop the default but didn't even though my payment was accepted. I wasn't receiving any helpful information and asked to be transferred to a supervisor. I was transferred to Navient Supervisor [redacted] Employee # [redacted]. I explained the situation and was told that I would have to submit a request to re-purchase my loan in writing and the response would be 30 - 60 days. I have a minimal timeline to have this issue corrected and informed [redacted] that this mistake was made by Navient. I asked to have the issue corrected and she said that even though Navient's Claims Diversion Department failed to pull my account out of default that there was nothing that could be done to correct the error. I explained that when I originally called I was provided with information on what is necessary to stop my account from entering default and that was the $50 payment. I went above and beyond and sent the payment along with a letter explaining my situation and to please accept my payment along with the request to stop the default. They payment was accepted and the default should have been stopped. After almost two hours on the phone I requested to speak with an manager. [redacted] said her manager was unavailable but told her to transfer me to the Claims Diversion Department to ask why the default was not reversed when the payment was accepted. Upon [redacted] attempting to transfer me to Claims Diversion Department [redacted] came back on the line and stated that the representative [redacted] from the Claims Diversion Department refused to take my call. I asked her why and she said that they just refused. I asked how I can get the issue resolved. I complied with what was being requested and now that there was a mistake on their end that they are not attempting to fix it. She then said that there's nothing they can do to help and I explained that I would be filing a complaint because she is refusing to correct Navient's error. She did admit that the company is at fault and she doesn't know how to correct the error. After her unwillingness to assist me any further I disconnected the call.Desired Settlement: I want Navient to follow through with their promise to keep my account out of default and allow me to continue my loan payments with their company. I fulfilled my part of their request and made my payment in which I have confirmation that they accepted and processed. I need them to keep their promise to keep my account in good standing.

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on August 4, 2015, and we are working with the customer directly to

resolve the issue.

Consumer

Response:

Review: NAVIENT STUDENT LOANS contacts me via telephone 6-10 times per day beginning at 7am until 10 pm.

They are attempting to collect a debt that they claim has been accruing since (as of today) September 2014. I know for a fact that the last payment made to them was this passed February 2015, however, when I sign in to my account on the navient website, the only payment shown is from November of 2014. I believe that they have erased my payment history and are trying to raise my interest rate by offering me limited choices on how to pay back my loans (forbearance, deferment) I have spoken to numerous agents in the company about my payment history and each time I speak to someone, another month has been taken off of my payment history. Somehow all the months I made payments in, are just not on file with them. And now I am receiving harassing phone calls about this issue.Desired Settlement: I DO NOT WISH TO BE CONTACTED ANY FURTHER BY NAVIENT STUDENT LOANS IN ANY FORM!

I refuse to pay any more money to the company because they haven't kept proper record of the payments I have in fact made, and my record of all payments made have mysteriously disappeared from their system and my own payment history on their website.

I feel I am being harassed and scammed into paying more money than I should.

This is an outstanding loan from the year 2011 that should have been paid off already because I was making double the monthly payments necessary to pay it off faster.

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 13, 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: The issue start in June 2014. I had automatic withdrawal setup on my account but in June I realized that the account was low and the automatic withdrawal would fail. I called 3 days before the automatic withdrawal was set to occur to cancel the withdrawal and so I could pay with a different account. They told me they could not "stop" the payment as it already started but to still pay so I would not face a late penalty. What they failed to tell me is that if I had an automatic withdrawal fail, I would lose a .25% interest rate reduction. Over the course of the next 6 months, I called a dozen times to get this fixed because a) they never told me it would disappear and b) I called to stop the automatic withdrawal. It is important to note that if you call to stop an automatic withdrawal, you do not lose the interest rate deduction, only if the withdrawal fails to go through. They have told me that since I tried to cancel the automatic withdrawal, and that since I have not been late, they would reinstate the interest rate reduction. I was also told that I had three times to have a withdrawal fail before I lost the interest rate reduction. As I mentioned, I have called about a dozen times, and everytime I am told that the interest rate reduction would be reinstated. It still has not been reinstated.Desired Settlement: I would like the interest rate deduction reinstated and a reduction of my interest that I owe backdated to June 2014.

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

Review: I contacted Navient at 7:22pm January 9th, 2015. I was transferred twice before I spoke with a representative that was able to discuss private student loans. When I did speak with an agent, I was offered the ability to only pay interest payments towards my loan for a period of 24 months but I had to pay the full current balance today ($440.85). This is affordable and the representative empathized with me, but was unable to do anything to help. I was transferred to a different department for further assistance and spoke with someone who offered to lengthen my term which would lower my overall monthly payment, but would not help with my current balance. I brought up the interest payment plan and after a lengthy period broken up by silent holds after check in's. I was advised, I did not qualify due to already taken advantage of it before (with sallie mae). I was advised there was no record on their current system and a different one had to be used. Since this option was no longer available, I asked what other options we had, preferably a way to get current with my balance. The agent I felt was passive aggressive and was more focused on repeating the same offer, then to legitimately help. I advised I felt the customer service was poor, and also advised I would be contacting the Revdex.com. I was not offered any further options and asked to have a good day. I then requested to be transferred to the Customer Satisfaction survey that is communicated via the automated phone system. After a brief silent hold, I was advised that private loans do not have a customer satisfaction survey and that "I'm sorry to get your hopes up". I felt this statement was uncalled for, and rude. I requested to speak with his supervisor. After a lengthy period of silent hold, a supervisor (I[redacted]) took over the call. He advised that the call would be recorded, and I asked permission to record the call moving forward. He refused permission and advised he would have to terminate the call unless I gave him permission to record. I finally gave him permission, but felt as the call wen't on he was passive aggressive, and at some points disrespectful. I was on the verge of giving up for the night, but requested to speak with someone else. After another lengthy (but with hold music) hold, another person took over the call ([redacted]) who was respectful and worked with me, We reached a tentative agreement but he advised he would have to give me back to the original person I spoke with to complete the agreement. I refused and advised I would call back in the future. I was not offered to allow the manager who I had built a rapport with to complete it. The call ended without a resolution.

I am legitimately scared of dealing with this company moving forward, I feel this is the worse customer service I have ever experienced. I have no idea what options I have with getting another company to take over my loans.Desired Settlement: I would like to either A. Be given the original offer of interest payments only. B. Be able to complete the agreement with a representative that is not rude, or disrespectful.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on January 16, 2015 and resolved the issue with the customer.