Navient

Review: I started to receive automated calls from Navient, aka Sallie Mae, regarding a collections issue for a person who probably used to have my cell phone number. Since the calls were automated, I could not be connected to a live person to register the incorrect number. I have called multiple times to customer service. Each time I am told that my number has been removed, yet the calls continue including on weekends, and sometimes twice a day. I messaged the company on Facebook and was told ¨Hi [redacted]:

Thanks for reaching out and I'm sorry for the trouble you've had. I will pass this along to the servicing team to have them confirm the information you have provided and then purge the number from the system.

Thank you

Social Media Manager | Navient¨

Yet, the calls continue.

I paid my student loans off over 10 years ago. I know they are not calling for me. And, I have the payoff letter still in my files to prove it. Please help me make the harassment stop.Desired Settlement: I want written confirmation by a senior executive that my number has truly been removed from the system and that I will not receive any more calls from it or its subsidiaries or any collection company that it might have under contract to perform collections work.

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 15, 2015. Please allow sufficient time for

postal delivery.

Review: I have been trying to resolve a student loan consolidation issue since September of 2014 with no result. Navient is the loan company that should now be servicing my loans and they have failed to complete the service on their end, and I have gotten the run-around for almost six months now. My credit score has gone down significantly due to Navient's negligence to fix this issue. My credit report shows I owe double what I really owe, and Navient will not resolve it. I have spoken to several associates and supervisors, all demanding I speak with another department or company, and when I do, they all send me right back to Navient to have them resolve the issue. I have been going in circle's for months.Desired Settlement: I want a management-level employee of Navient to contact me to solve this issue once and for all. I want a letter sent to me that I can show the credit bureaus so I can get my credit score back up. The Department of Education needs to get a grip on these loan servicers!

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on February 25, 2015, and we are working with the customer directly to resolve the issue.

Review: Navient has been chasing me for money for a loan I have no memory or evidence of signing for. During my phone calls the Navient employees were not comprehending my questions or statements about my understanding of my loans. I was repeatedly put on hold. I was not given a supervisor to speak with when I asked for one. My phon calls were dropped with no call backs. The representatives danced around my questions. I did not recieve any sort of information I was seeking for. I am also filing a form for fraud as I do not remember signing for the loan Navient is collecting for.Desired Settlement: I would like for a supervisor of this company to call me directly and answer my questions and to set up a fraud case for this loan. I would also like for Navient to be inspected for how it is being operated.

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

Review: I have been contacting Navient heavily via telephone throughout the year 2015 in regards to a a private student loan I have with them. I have even had reps tell me they did not understand some of the same things I was questioning. At the end of every conversation, whether it be with a regular representative or a supervisor, my issue NEVER got resolved. Even when I'd request certain documents be mailed they do not follow through with those requests either. For instance, I have requested multiple times for the initial promissory note that I initially signed at the start of my private loan be mailed to me so that I could visually see that I signed and agreed to basically be ROBBED! I initially took out a $3,500.00 dollar private loan to assist in paying for schooling. Currently, I am still enrolled in school BUT now it is time for the repayment of my loan according to Navient. Navient is telling me that I have accumulated interest charges totaling over $3,000. 00 inflating my private loan repayment to over $6,500.00. I have requested several times to be provided with a breakdown of how these charges were assessed and NEVER received it. Now their telling me that they have to request some letter to explain the breakdown versus a a statement similar to what a banking institution or other billing companies would normally provide their consumers with. I informed them multiple times that I NEVER would have agreed to terms and conditions stating that I could potentially owe a lender almost double of what I initially borrowed. I totally understand that nothing in life is free, I am grateful for them lending the money and desire nothing more than to pay them back in full what I owe. I also understand that in borrowing, fees such as interest are associated and it is my responsibility to satisfy debts as such but the fact that no one has been able to produce a breakdown of why my interest is so high is alarming to me. I can not afford to pay someone $3,000 extra dollars just because they say so. I have asked so many times for statements to ensure I am being properly charged NOTHING has been done. The only thing that they say is daily interest is charged. I even had one rep suggest to lower my my monthly payments, extending the life of my loan and increasing the overall amount I will owe! Well if that is the case and interest is charged daily and they charged $3.39 monthly for interest from what I can see. The life of the loan has been for 7 years; multiply the monthly charges of $3.39, by the 12 months in a year, multiply that by 7 years and you get $284.76. I could understand owing up to a thousand extra dollars, I could have made an excuse for a thousand and not questioned it but to owe $3000 of just interest on a $3500 loan is mind blowing but the most flabbergasting portion of this entire ordeal is the fact that Navient refuses to provide me with a reasonable explanation beyond their representatives simply verbally informing me that "You've been charged capital interest." There customer service is the absolute worse. They state that they are there to help but this has been a complete hindrance. I am completely stressed out at the thought of owing someone that much interest with ongoing interest being assessed daily even while I issue monthly on-time payments. I NEVER would have signed up for something like this EVER. Please help to resolve this issue, to obtain proper documentation stating how interest was assessed to my account; to ensure it was done so with fairness and within federal guidelines. This is truly my last resort and at this point I feel hopeless.Desired Settlement: An explanation of how interest was assessed to my loan and a lower repayment of the overall loan as it relates to interest NOT what I initially borrowed. I am responsible for what I borrowed and intend to pay the FULL borrowed amount but I need clarity on the interest I am truly responsible for to ensure I have been charged properly and fairly.

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 1, 2015. Please allow sufficient time for

postal delivery.

Review: Navient is reporting a duplicate entry on my credit report for the same debt. One is being reported as Sallie Mae and the other is being reported as Navient. I have only one account that was transferred from Sallie Mae to Navient and the debt has been paid in full.Desired Settlement: Either the entry from Sallie Mae needs to be removed or the entry from Navient needs to be removed. Both cannot be present since there is only one 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 July 1, 2015. Please allow sufficient time for postal

delivery.

Review: I have continuously made on time payments to Sallie Mae, which is now Navient, for about the past two years. During this time, I have had to call them every month because they are incapable of correctly applying my payments to my account. I am currently paying on my private loans. I pay more than the amount due via check. Included with my check is a written letter specifying how I would like the amount that I have over paid applied. Because Navient has obtuse agents that either do not read or discard my instructions, my account goes into past due status every month. And every month I have to call, explain to the agent what it is that THEY did wrong. As a customer, this is not my job. It is Navient's job. Because I have to pay Navient for a very long time, I am completely fed up with calling every month and this month was the last straw. I have filed complaints and spoke with varying supervisors but there is obviously no internal check or resolution system.Desired Settlement: Here's what I would like to happen:

1. I would like an apology in writing from Navient for my two years of inconvenience and stress.

2. I would like the letter to state what policies Navient will implement from this point forward to correct my issue. The letter should not detail what policies they have iin blace now (i.e. care forms).

3. I would like the letter to state what an appropriate action would/should be if this issue occurs again, as I'm sure it will. Navient needs to be held accountable for their actions.

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 11, 2014. Please allow sufficient time for postal delivery.

Review: Good evening....for months they did not apply the payments on the student loan I consigned for my nephew. This caused the accounts to be delinquent. They finally resolved and corrected the payments to get the loans up to date, but they reported the delinquencies to the 3 credit bureaus causing my scores to drop dramatically. I was told in February 2015 by Navient that since it was their error they send a retraction to the credit bureaus on my behalf. It was not getting done. I was then told I have to submit a Dispute Report for them to review plus a copy of my credit report. I was never told about this on the phone. They then said they sent me a letter saying they had no reason to send a correction.When I spoke to a Supervisor named [redacted] on Monday March 30, 2015 he said he saw on the account history that payments were misapplied and never late. He proceeded to tell me he would send this back for review. I said there is no review, I was told this would be DONE when I called in February and I want this done. I had my sister in the phone when the woman said "Navient will send a correction on my behalf".Desired Settlement: Have them send a correction to Equifax, Experian, and Transunion that these payments were not late and the fault of Navient and to get my scores back to how high they were. A call or notice to Navient would go miles. I am looking to buy a house by the end of summer. Have there been other billing/payments complaints from others? Wouldn't surprise me.

Business

Response:

A representative from the Office of Customer

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

issue with the customer.

Review: Hi. I had a student loan which is under my son and myself as a co signer. loan number [redacted] This loan was paid on November 28, 2014. I was never late and paid the loan in full ahead of time. My son has called 15 - 20 times requesting a letter that the loan was satisfied. I myself spoke to two supervisors requesting the same letter. I called and spoke to a [redacted]. I called March 5th and today March 10. I have 14 letters that say the same thing that the last payment received was 35.91 on Nov 28th 2014. This letter is being generated in there system and is not a satisfaction letter for a loan that was paid. I also asked to speak to the next level of management. Which is a senior supervisor and he refused to talk with me. They tell me that a letter has to be generated outside of there system. Supervisor [redacted] told me it would be but yet again I received the same letter. I hope you can get somewhere with this because I cant. I dont know what to do anymore but to contact your office. Please Help. Thank YouDesired Settlement: I want a Satisfaction Letter stating that this Student Loan [redacted] was paid in Full. Like I said it was paid last year November 28th 2014. It is now March 2015.

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 17, 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: Some time ago, this company bought SallieMae, leaving billing and payments in flux and confusing for some time. Due to the transition, my payments have been misplaced and/or missed entirely.

Recently, I scheduled an electronic payment via the company's website for 2/20/2015 for my student loan account. As of 2/23/2015, the payment was taken from my checking account, and the payment is in my online account as Processed. However, my online account reflects that the payment has not Posted to the account, and the account is now >60 days past due. This has incurred late fees, additonal interest accumulation, and credit reporting as greater than 60 days past due, all of which is inaccurate.

The sheer disorganization of the company's transition coupled with the inaccurate payment posting is causing undue complications for the consumer.

It is unethical to take a payment, process it, but then hold it un-posted for company gain in interest and fees. It is unethical to put consumers in the position that some grace period isn't allowed during a company's disorganized transition to ensure payments are going to the right location. It is unethical to state a payment due date, process a payment prior to or on the day of said due date, and then not post that payment until X business days AFTER the due date.Desired Settlement: As my payment was made on time and in full, I would like any interest, late fees, and credit reporting information to be returned and/or rescinded.

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.

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: Every month I do not receive a statement from Navient, instead I receive a collections notice. This is after I have attempted to log into my account to pay online which is always locked. When I call they tell me I have to pay over the phone with a credit card or banking informtation. I let them know that I do not make payments over the phone and if they would send me statements int he mail I would be more than happy to send in payment as well as unlock my account. It has been 6 months, my account is still locked and I still have not received statements. Every time I speak with someone they tell me just to mail them a check. I do not feel comfortable sending some random person on the phone a check without any information (like my balance, minimun due, account number, etc). I have incured months of late fees and still no one has rectified this situation.Desired Settlement: I would like them to actually send me the payment booklet, take off the late fees and fix my credit report since they were never doing what they said they would do in the first place which has caused all of this. No one can expect a person to send money to someone they don't know without any real information. (how do I not know the person on the other end of the phone isn't scamming 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 August 26, 2015. Please allow sufficient time for postal delivery.

Review: This involves a student loan I had that they sent to a collection agency and then took it back, my cosigner is now being harrassed and they are desiring to ruin his credit, I personally do not have an income, and I am a full time student. I have seen a lot of complaints about their policies, how they quickly change things as well as have outrageous late fees they tack on as well as threats.Desired Settlement: I would like a forbearance while I am at least attending school full time or a change of terms and for them to stop threatening my cosigner.

Business

Response:

Review: I have a private loan that through Sallie Mae which is now Navient. A week ago a representative from Sallie Mae called me and deferred my November and December bills. Then on 12/28/2014 I received an automated call from Navient telling me I was past due for November and December. I called on 12/29/2014 but the person told me they could not help and transferred me instead. After waiting on hold again for about 9 minutes I was hung up on. I called back and was hung up on a second time. I also sent an email on the12/28/2014 regarding this error. I can't even get through to a real person to talk about this. They just hang up on me every time.Desired Settlement: I would like them to defer the November and December bill as previously arranged.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on December 29, 2014 and resolved the issue with the customer.

Consumer

Response:

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

Review: When I called to make a one time payment on my loan and ask that it not affect or make any changes to my scheduled monthly payments, they on both occasions processed aa a pay ahead.Desired Settlement: I would like to have actual verifiable proof that when I ask for changes they can nr confirmed. Also, that there are consequences and proof of these consequences in writing.

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 29, 2014. Please allow sufficient time for postal delivery.

Review: I was on an Income Based Repayment plan because I could not afford the full payment of my student loans. Recently, that program ended and my payment went back up to its full amount. Therefore, I called Navient to see what we could do to lower it again because I could not afford the payment. Navient told me that they needed to do a financial statement with myself and with my co-signer to see if I was eligible for a lower payment. I went ahead at that moment and provided my financial information and told them that I would tell my co-signer to call in with her financial information. My co-signer tried to call in and was told that they didn't need her information because the loan payment was already as low as it could be. My co-signer asked them to look further into my account because she was positive that this had more to do with just than one loan. They insisted, my co-signer notified me and I called to see what the problem was. This went on for about two weeks of back and forth calling between my co-signer and myself because they kept insisting they did not need her information. Meanwhile, my loan is past due and is now affecting both of our credit scores because they cannot handle the matter in a timely manner.Desired Settlement: My hope is that they will address this matter promptly and properly as the time is still ticking away on my account which is becoming more and more past due, as well as, both my co-signers and my credit score and being affected.

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 8, 2015. Please allow sufficient time for postal delivery.

Review: back in March of 2012 I consolidated my student loans to greatlakes. as of March 20 2012 it shows that the status of my student loan is NON-DEFAULTED, PAID IN FULL THROUGH CONSOLIDATION LOAN from the national student loan database website. Navient has since kept my student loan open with them and keep charging me interest along with student loan. In 2013 I had to go into bankruptcy. Navient then issued a claim and started collecting money that they should not of been correcting. I have tried to contact navient twice without them contacting me back in resolving this matter.Desired Settlement: Everything that they collected from me since March 20,2012 I want that refunded back to me. Since at that point they were no longer my student loan company.

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 26, 2015. Please allow sufficient time for postal delivery.

Review: Navient services my student loan. I was on an income-based repayment plan which was up for renewal. The new payment is to start in November. I applied for a renewal of the plan in July. In late July I was sent, on three separate occasions, a letter stating my renewal was processed and approved. On 17 October, I was sent a notification regarding my upcoming November payment. It is about a thousand dollars more than the amount stated on the income-based repayment plan because it did not reflect the approved income-based repayment plan. I contacted Navient via email and was sent a reply that did not resolve my problem so I called Navient Customer Support. The agent informed me I would need to start all over with the income-based repayment plan application. There was no explanation and little acknowledgement of the previous approved plan. I could not get an answer as to why it was approved in July and then revoked in October other than it was processed in error. Nothing has changed regarding my income in the interim. I then sent Navient both my proof of income and a copy of the three letters from them informing me my plan had been approved. I also sent an email regarding this. The reply essentially says, this is not the answer you were looking for but you will need to start over with the application process. They also want my Leave and Earning Statement(LES) to indicate how frequently I am paid. My LES, in the same format as it currently is in, has always been accepted by Navient (and their predecessor Sallie Mae) as proof of income.That matter appears, but I am not for sure, the reason they are asking me to start over. My LES is like the hundreds of thousands of federal/DoD employees in the world. It tells the yearly amount, indicates the payperiod, and such, but does not specifically indicate the frequency of which I receive pay although that fact can easily be deduced by looking at the other information on the LES. If it was only that piece of information, my pay frequency, that is needed then I can contact the regional Human Resources and make a special request to have them send the frequency of my pay to Navient. It may take weeks for this process to occur. But for Navient to ask me to start all over... especially with my next payment due in less than a month... is not only unnecessary but is also distressing and indicates poor customer service/support. My application was done months ahead of time to ensure timely processing. The timely processing did occur and I gained peace-of- mind. I will be put into a financial crisis if I my payments go up by a thousand dollars a month.Desired Settlement: To have Navient support the income-based repayment plan they processed and approved.

Or

If the concern is the frequency in which I am paid, Allow me to have time without having to pay a thousand more per month, to get a memorandum from Navy Region Northwest Human Resources that indicates I am paid every two weeks and not require me to go through the whole process from the beginning.

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 2, 2015. Please allow sufficient time for

postal delivery.

Consumer

Response:

Review: Since November 2014, navient continues to harass our family regarding two missing payments. These payments were made. In November they asked for a copy of the checks, which was sent to them. After continuing to get calls, I contacted them once again. At this time I was informed they needed my bank statement. Again this was sent to them. After approximately 10 days , the calls began again. When I called this time, they said they needed the front and back of the checks. At no time were we called and asked for this additional information. I sent the copies of the front and back. We continued to get calls again. When I called this last time a comment was made that when we send the fax over no one knows what to do with them until we call back. My son checked his credit score and Navient is on his score as bad credit. When I asked about that, Navient stated they did not report it yet. How is it on his credit score then? My in-laws who are co-signers believe it is on there credit report also. This account is a student loan under [redacted]Desired Settlement: I would like his account to represent current status, as well as taken off his credit report and that of my in-laws. An apology to my in-laws.

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 21, 2015. Please allow sufficient time for postal delivery.

Review: I received notification from Navient that my student Federal loan payment plan was being renewed for the year based on my most recent tax information. My federal student loans are under the IBR plan and the letter I received from Navient stated that the payments would be due beginning in March 2015. After receiving the notice that the loans would be due beginning in March, I have not received any monthly billing statements so that I know how much I need to pay each month or have any way to review how the interest is being accrued and/or applied to my account.

I received a notice in the mail saying that my payments were behind, but again the notice did not state what AMOUNT they are behind, simply that I needed to contact them because the loans are behind. I called Navient and kept getting directed to agents that wanted to discuss my private student loans. I told them I am trying to get information about my FEDERAL loans.

I know that Navient has my correct mailing address because they have been sending me monthly statements for my private loans from "Navient Private Credit" but they will not send anything so that I can make payments on my Federal loans. When I did finally get through to speak to a customer service agent by phone I was told that my payments for federal loans are past due 2 months and they claimed that they have been sending statements, none of which I have received. I asked the agent if they could at least email me a billing statement so I can understand what is going on with my loans and they said yes. When I checked my email there was nothing but a message from Navient telling me how to update my online account information, no billing statement. I logged into my account and there is no way to view my billing statement with loan and interest details from my online account either.

Because Navient is withholding my billing statements, I am unable to make payments on my federal loans in a timely fashion. I am also unable to ensure that my any payments I receive are applied correctly without a billing statement. Since I have both Federal and private loans I need to make sure the payments are applied to the correct set of loans. In the past I always received separate statements for private and federal loans. Now, Navient will only send me statements for the private loans as if they are purposely trying to make me default on my federal loans.Desired Settlement: Navient needs to send me a billing statement for my FEDERAL student loans on a monthly basis from now on and they need to provide me with the past billing statements for my FEDERAL student loans that I never received.

If there are any late fees or additional interest charges on my account they need to be removed/refunded due to the fact that they have not provided me with a monthly billing statement for my federal loans so that I can make the payments on time.

Also, if the fact that Navient has not sent me monthly billing statements has caused my loans to go into any sort of default status or has affected my credit report or score, that information needs to be corrected and/or removed.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on May 12, 2015 and resolved the

issue with the customer.

Review: I am writing to let you know about the confusion and disappointment that I have experienced while having my loans serviced by Navient. I recently applied for Teacher Loan Forgiveness for a second time and was denied because I had previously received forgiveness in the amount of $14,100 while my loans were being serviced by Sallie Mae. As a highly qualified mathematics teacher for the past 11 years, I was under the impression that I was eligible for up to $17,500. I would not have applied for forgiveness the first time or taken out more student loans if I would have known that the rules would change. I also would not have continued to apply for forbearance if it would have been clear from the beginning that I would not receive forgiveness.

I talked to two different Navient representatives - one told me that I could not apply a second time and the other told me that I could. Because of the misinformation, I am going to end up paying more in interest and I could have had them paid off by now if I would have been paying them all along.Desired Settlement: I would like the remaining amount of my loans forgiven.

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.

Review: Navient is hands down, the WORST company I have ever been in contact with. I am guessing that the employees that have been selected to harass Navient clients, have never had a student loan in their life considering how they speak to people. In all of my time with this company, which was forced upon me when Sallie Mae decided to stupidly hand over my loans to them, I have spoken to ONE decent employee, and trust me when I say, I have talked to hundreds of them. They are ALL lonely and hate their lives to actually wake up every day and treat customers the way they do; but then again, when you work for a company like Navient, money see, monkey do. Anyway, I have officially been approved to re-finance with another private student loan company because for a $35,000 student loan, Navient was charging me $577 per month and would NOT, in any way, shape or form, work with me on the monthly payment. I never said I didn't want to pay, but come on people, it's called financial hardship, and I cannot afford basically a mortgage payment for my student loans every month. Navient and their staff were so blatantly rude to me and would not work with me AT ALL when I asked them about lowering my monthly payment, which caused me to look elsewhere to re-finance, which I should have done forever ago. Let's not forget how they literally call you, and I am not exaggerating, EIGHT times per day...PER DAY. My new loan provider is currently working Navient to pay them off and I will have a $163 per month payment as opposed to a $577 one! Navient is ONLY out for money and ruining people's lives. Honestly, I do not know how these employees or the CEO of this company, live with themselves every day. You are sad, sad people and I feel bad for you.Desired Settlement: CLOSE THE COMPANY DOWN! You should be ashamed of yourselves. Whoever is heading this company or supporting it in any way, you are a joke if you cannot see what an AWFUL business this is and how there is not ONE positive thing said about it.

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 6, 2015. Please allow sufficient time for

postal delivery.