Navient

After an initial request for an economic hardship deferment with documentation of receipt of food stamps, my request was denied due to "incomplete or invalid documentation." When I called to ask what this meant and how I could rectify it, I was told by a representative that they were not able to determine why my request was denied but that I could reapply. I reapplied for it with documentation and my request was again denied, as they claimed that they did not receive my documentation of food stamps receipt. Again I applied. Again, my deferment request was denied due to "incomplete or invalid documentation." I called several times and was told to reapply because they could not determine why my request was again denied. The representative I spoke to put my account into a temporary forbearance for three months and I was mailed a letter to verify this. However, I received a bill for the very next month. I called and asked why I was receiving a bill and was told that they had no record of my account being put into forbearance for three months, despite my letter proving so, but that I could reapply for for an economic hardship deferment if I wished. This time, the representative was extremely, extremely rude and repeatedly spoke over me as I informed her that I have a letter to prove that my account was indeed put into temporary forbearance and that I had never been given information as to why my repeated attempts to request economic hardship deferment had been denied. She suggested that I had created the letter, with Navient logo and all, which indicated that my account was in temporary forbearance and that she was not able to determine why my request had been repeatedly denied. I requested to speak with a supervisor who was able to tell me, finally after 5 months of phone calls and letters, that they needed some specific documentation dates (which I was able to provide), in order to approve my request. This supervisor said that she put my account into a "Courtesy Hold" until this documentation is processed. Navient's claims to not have the documentation that I uploaded onto their website and their claim to not have any information in their computer system about the forbearance that they put my account into is blatant dishonesty on top of absolutely horrible customer service. Horrible.

Review: Naviant is in the process of trying to collect on a past due account. I admit that the bill is mine and that I am willing, but unable to pay at this time. I have informed them that I will not be able to make any payment arrangements until after December 1, 2014. That being said, the company calls me, on average, once every 12 - 24 hours. The called me November 10 at 835am, November 11 at 3pm, November 12 at 839 PM and again today at 9am. Nothing has changed, my answer is still the same, payment arrangements cannot be made until after December 1, 2014. I am tired of being harassed by this company. My health is precarious, and I am trying to garner as many hours a week as I can and still remain healthy enough to work. I am working 3 different stores with the same company in order to receive as many as 28 hours in a week, but right now, as I am new to my job, I am only scheduled 9 hours (18-20 in a pay period).Desired Settlement: I wish they would stop contacting me until December 3, 2014, at which point I should be able to make payment arrangements on my account.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on November 18, 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: This complaint is in reference to Navient (sister company of Sallie Mae). My wife has a physician school loan through Sallie Mae, who transferred it over to Navient. My wife who has excellent credit always pays her loan on time (never late). We recently moved and in the process she forgot to send in the payment. Although she called in to notify them she was sorry and that she was going to pay two payments next payday. The repersentitive that she spoke with verified that she had an excellent payment history and said no problem that he would document everything. Since that call two weeks ago… we have continued to receive harassing phone calls on our cells and home phone. Although I explain the situation and ask them to stop calling and to make sure documentation is corrected on her file, they continue to call. Just a few minutes ago I spoke with a gentleman that stated he was a manager. I explained the whole situation again, and he said there was nothing he could do and that he was calling to make payment arrangements. My wife, like I stated above has excellent credit and we are concerned that this company will not stand by what they told us, and perhaps ruin her credit.

One last story… we tried to call Navient and ask about the public service loan forgiveness. They said they don’t participate in the program and there was nothing they could do to help us although my wife qualifies for the program. When asked about reconsolidation they did not offer any help. If we could we would drop Navient/Sallie Mae and recommend that no one else use their services.

Respectfully,

[redacted]Desired Settlement: No late fee, not reported to credit bureau, and options for being accepted in the public service loan forgiveness program sponsored by President Obama.

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.

Consumer

Response:

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

Review: I HAVE BEEN CALLING [redacted] SINCE MAY OF 2014 TRYING TO GET A COPY O FMY 2004 PROMMISSORY NOTE AND THEY HAVE GAVE ME THE RUN AROUND FOR MONTHS NOW AND I STILL HAVE NOT GOTTEN IT. IM CURRENTLY IN AFGHANISTAN AND I HAVE EXPLAINED THAT TO THEM AND IN ORDER FOR THE MILITARY TO PAY MY LOANS OFF I NEED THAT FOR THEM TO DO SO.Desired Settlement: I WANT A COPY OF MY SHOOL LOANS PAPERWORK FROM 2004 UNTIL I GRADUSTED IN 2007

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 13, 2014. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I have been contacting Navient about issues with their website and my inability to log into my account. I have been unable to access my account for 2 months and receive an error every time I attempt to log on. I cannot access my account or verify my payments being applied. I have been forced to make payments with a customer service rep who always tell me I need to be charged a fee to pay over the phone. I have to pay over the phone because their website does not allow me to log-in properly.Desired Settlement: I would like my access issue to be resolved so I can make payments online

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on January 28, 2015 and resolved the issue with the customer.

Review: I have been unable to access my online account regarding my student loans for over a year. I have made over 10 phone calls, each lasting over 30 minutes, trying to solve this issue. I have spoken to many supervisors and they have all failed to solve this issue even after assuring me the issue would be solved in a timely matter.

They have billed me late fees as well.Desired Settlement: I wish for Sallie Mae to allow me access to my online 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 January 20, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: I have been a Navient/Sallie Mae customer for 7 years, and have always paid a large monthly payment on time and auto-debited. I have been a model customer of Navient's for all these years. Recently, I contacted Navient regarding my student loans, and I have never dealt with such an unethical and unprofessional business. First, let me share with you that if you speak to someone in customer service, make sure to get their name and "ecode" as there is no way to get back to the representative you spoke to, especially when they promise you a call back and never call you back. I do have all ecodes for each representative I spoke to regarding this issue and have taken detailed notes on all my discussions. I contacted customer service and spoke with [redacted] in December. I called to check in regarding my loan balances and interest rates. [redacted] shared with my that being on auto-debit payment qualifies you for a reduction in your interest rate and that was never applied to any of my loans (i have multiple). She put in an urgent request to adjust the interest rates and also credit back any extra interest which was accrued from the start of the loan due to the fact the the reduction was not applied. She said it would be done by the end of the following week, and there was no reason I shouldn't get the adjustment. I never heard back. I called back on 01/08/2015 and spoke to [redacted] , who put my on hold to review my account details. He then told me that the request [redacted] put in was denied BUT I qualified for the Navient Cash Back program. After being put on a lengthy hold where he reviewed -1. The terms and conditions of my loans and 2. The terms and conditions of the Navient Cash Back program, he confirmed without a doubt that my loans qualified for the cashback program which was never applied. He said that my account would be credited a total amount of $12,449.70 with the Navient Cashback Program. I said "listen, [redacted] said I qualified for the interest rate adjustment and I got no follow up and for some reason was denied, I don't want this to happen again, are you sure that all terms are met and I qualify" He assured me that he read through all of the conditions and all are met, so there is no reason this would not get approved. I asked that he contact me directly to close the loop once the credit has been issued, and we received a supervisors permission for him to call me back regarding this issue. He confirmed that this credit would be complete by January 16th or sooner and he would call me directly. I tried to call in on January 15th to get an update and asked that the customer service rep contact [redacted] via his ecode and internal messaging, she left a message for him to follow up. There was no call back, and no follow up AGAIN. I called in on January 16th since I never heard back from [redacted], asked to be transferred to a supervisor. I was transferred to [redacted], who is a supervisor. I explained the situation for the 4th time, and he looked at the notes in my account. I told him that [redacted] confirmed I would 100% receive this credit, and my previous discussion with [redacted] about the interest reduction and no follow through. He said no credit was applied to the account and he never dealt with a Navient cashback credit, he is not sure what it was so he did some research while I was on hold. He also said that [redacted] misinformed me and that the interest rate reduction for auto-debit was applied to my loans. Now - each representative is giving me different facts (and lies or misrepresentations) about my account. Do I need to remind you that these are government loans and that they are being misrepresented by each customer service rep? After [redacted] did some research on the Navient cash back program, he stated that 1. I had to have a good payment history (i checked this box) 2. My loans had to be dispersed on a certain date (I checked this box) and 3. you had to have signed up for email in a certain time (he said by Oct 2008 and I signed up in Dec 2008), so I didnt qualify. It sounded like a bogus loophole to not give me credit after it was confirmed I met all criteria. You can imagine my disappointment when I was promised a $12,000+ credit (after I was promised a interest accrual credit) and neither was going to happen. I asked that this be escalated to management (who did not get on the phone with me) but [redacted] came back on and said that they were going to put a special request to the claims department and ask for this to get approved. He said he would follow up Tuesday or Wednesday the latest to close the loop. I waited until Wednesday, no call back. It turned out that [redacted] was out of the office. I spoke with [redacted] on 1/21/2015 who documented this entire experience in the notes. [redacted] was patient and helpful, and gave me a reference ID for the notes, which I requested were sent to me for my records. I also asked that she IM [redacted] to request a call back asap. She also included the navient cashback terms and it looks like I DID MEET TH CRITERIA. [redacted] called me back the following date and apologized for not following up on time, and shared with me that no credit has been made to the account , but it looks like it was approved, be he could not confirm the exact amount. I needed to wait overnight for their system to "reset" and for the credit to show. I asked him to call me back the next day once this was done, and I would close out my account (pay the remaining balance) once the credit was issued. He called me back on Friday and for some reason, the credit was not posted to my account and was not sure why. He said he cant just apply the credit, and they had to figure out the best way to handle it (credit the account, send me a check,etc). He then gave more bad news, the previous customer representative made a calculation mistake and the credit was NOT $12,449.70 but actually $1,249! That is a pretty big miscalculation, don't you think????? I would not have spend multiple manhours on the phone with reps, on hold, calling back again, being ignored, with reps misrepresenting my account information. My time is worth more than that, I am an established business woman with a Master's degree. I said that I wanted to file a complaint, that this was a HUGE misrepresentation, highly unprofessional, and unethical. I asked him to put in a request to credit the original amount promised, not to mention the painstaking time spent on hold, calls dropped (i forgot to mention that one, your call gets dropped and you cant get back to the previous rep so you have to start over), and explaining (and reexplaining) myself. This is a BIG deal , its not a couple hundred bucks of credit. This is removing a monthly payment for the next 4 years of my life. He said that he would try to figure out how to get the smaller "credit" processed and would call me back sometime the following week. I was called back on January 27th with more bad news, the credit still wasn't on the account, oh and it turns out that 2 more of the loans don't "qualify" so the credit will be even less than $1,249. I asked that he confirm the notes that I requested be mailed to me were sent, he said that request was denied and they cant share the account notes with me. There is still no resolution today and its been over 2 months. SOMEBODY HELP ME!!! Navient is misrepresenting information to their customers, they are unethical about the way they do business, and need to be reprimanded. I am also filing a complaint with the Department of Education. The programs which Navient is promising are misleading and untrue. I have not been able to get a straight answer yet. Let me share some quotes from Navient's management (listed on the website) which is completely contradictory to my experience with Navient:

Tim Hynes

Chief Risk and Compliance Officer

"We take our responsibilities seriously, and we're constantly challenging ourselves to make our service even better. It's important that our customers benefit from our products and that they're successful. Our customers drive our business."

Andy Beamon

Chief Business Development Officer

“Our people are so dedicated and passionate about what they do. When you have a workforce that is connected to client outcomes – from the CEO down to entry-level employees – you know that’s an organization that can make a difference for you.”

Pat Lawicki

Senior Vice President, Chief Information Officer

“My goal is to use technology to continuously enhance our customer experience and to improve the overall effectiveness of our employees.”

Sheila Ryan-Macie

Chief of Staff

“At Navient, we have a vast amount of resources and expertise, along with a strong performance record, to enter the next phase. We share a sense of purpose in this organization: We make a difference for our customers.”

Chief Operating Officer

"We consistently evaluate our operating model dynamics to find better, more efficient ways of doing business. As a new company, it’s particularly important for us to challenge the status quo as we build the foundation for Navient’s future, while ensuring the success of our clients and customers."

Our Philosophy

At Navient, we stand behind our mission to use our deep expertise to help our customers succeed, and we do so with our commitment to the highest standard in loan servicing, asset recovery, and customer support. That commitment is woven into our name, which symbolizes the deep expertise, experience, and dedication we consistently deliver for our clients and customers. We understand that our ongoing support and dedication to our clients and customers is paramount to their success, and ours.Desired Settlement: I want Navient to honor what was promised by their representatives and credit the amount of $12,449.70 to my student loans. I will then close out my balance with Navient as I refuse to continue doing business with an organization that is ethically corrupt. I would also expect that their customer services representatives receive the proper training to handle customer inquiries and present accurate and precise account information about customer accounts. Please contact me to resolve this asap.

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on February 6, 2015. Please allow sufficient time for postal delivery.

Review: I have wasted over 2 hours of my time this evening trying to resolve an issue that was entirely caused by Navient. I have student loans that were sold from Sallie Mae (a wonderful company) to Navient (a company I've had nothing but trouble with). My student loans have been automatically deducted from my bank account for over 5 years. Recently, without my knowledge and without my consent, my loans were put into deferrment due to my enrollment in graduate school. Upon discovering this, I immediately contacted Navient to resolve the issue. I was told the issue was completely resolved and that my loans would be taken out of deferrment and now taken out of my account again, as they always had been. I believed everything to be resolved until today, when I received a notice of late payment in the mail from Navient. I have now wasted over 2 hours of my valuable time on the phone trying to get the issue resolved, AGAIN. My first call lasted almost 2 hours and when I was finally supposed to be connected to a senior account representative, I was hung up on. As I type this complaint, I have been on hold for over 45 minutes being told by the automated voice that my "expected wait time is less than 10 minutes". This type of horrible customer service is completely unacceptable, especially when I am resolving an issue that was initiated, caused by, and solely the responsibility of the company. I had nothing to do with my loans being taken out of automatic payment. Worse yet, it was done without my knowledge or permission.Desired Settlement: I wish for a senior official at Navient to contact me immediately with an explanation, an apology, and a number I can call directly with any further issues so as to not waste hours of my valuable time on hold to resolve issues caused by the company's incompetence.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on February 6, 2015 and resolved the issue with the customer.

Review: 12-23-14 I activated a new phone through [redacted] wireless, my new number is [redacted] Within thirty minutes I started getting rob0 calls. I registered my number with the Do No Call and I reported all the numbers calling.[redacted] whenI googled the number came up belonging to Navient. I mailed a letter informing them that that the [redacted] they keep leaving messages for does not have this number anymore. I have never had a loan with Navient or Sally Mae and I want them to stop calling my number. They continue to call more than once every day. I am sick of having to deal with these multiple robo calls daily. I sent a letter to [redacted] Wireless as well. What good does it do to register my number with the Trade Commission, the calls continue?Desired Settlement: I want the robo calls to stop.

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 3, 2015. Please allow sufficient time for postal delivery.

Review: I have numerous private student loans with Navient (formerly Sallie Mae) that have been on autopay since the 2009. In October 2014, I started going back to school part-time. In January 2015, when I went on Navient's website to collect my interest tax forms I found out that loans were put on automatic deferment starting in October 2014. In addition, my automatic monthly payments were cancelled, my interest rate was increased (because I wasn't making monthly payments anymore), and all these changes occurred without my approval. I understand there is a process of automatic deferment, but cancelling my custom automatic monthly payments is unacceptable. Furthermore, using the automatic deferment - a rule put in place to protect student loan borrowers - as a tool to increase my interest rate is criminal. This business practice is absurd and needs to be stopped. The accrued interest I have been charged needs to be removed from my account; payments on my account should continue as if there was no change in interest rate or deferment. As an individual, I have no say with what Navient does with my loans. The representatives I spoke with tell me they will start my payments again, but the reversal of interest is going to another department for review. I won't be contacted with their decision; I have to wait to see if anything changes and then call back.Desired Settlement: The accrued interest on my account as a result of the deferment needs to be reversed.

Make my account ineligible for automatic deferment.

Return my interest rates to their previous levels.

Resume my automatic 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 US Postal Service on March 3, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: According to the law I am allowed to pay back my loans individually when in make an extra payment. The customer service representatives lie EVERYTIME I call the company. They say "It is not possible to pay the loans individually." I have been told I need to call every month to have the money allocated individually. EVERY MONTH I speak to 1-3 customer representatives until one of them is "aware" that I can pay the loan individually. On many occasions that same customer service representative will become "aware" that I can pay in this manner after I've become angry and requested to speak with a supervisor. Every month for a year or more this proccess takes at least 40 minutes.

They promised that the option of paying the loan individually would become available on line. However after 6 months of promises without action they have stopped and figured out other ways of making repayment difficult. In November, without notice, they changed the way my regular loan payment was allocated to slow down the time it takes to pay it off. When I noticed the change that took another 40-60 minutes to correct.

Now the latest scam is creatIng glitches in the on the website so that they dollar amount changes from screen to screen when you want to make an extra payment.Desired Settlement: 1. I would like to make extra payments online and pay the loans individually as promised

2. When I call the company I don't want the customer service representatives to lie. I want them to honor the request when I ask the first time.

3. I do not want to spend 40 minutes on the phone EVERY month to process a payment.

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.

Consumer

Response:

Review: They call me 3-5 times a dayDesired Settlement: Stop calling me more than once a day after I have already talked to an agent.

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 20, 2015. Please allow sufficient time for postal delivery.

Consumer

Response:

Review: Navient will not provide IRS form 1099-INT.

I believe they have a responsibility to provision this.

I called customer service to request one be mailed to me but they refused and instead they directed me to their website to get a digital version.

However, their website is error-prone and I have been unable to register to retrieve my 1099-INT.

I suspect they are trying to save a few pennies by making their customers get the form on their website vs. mailing it out. But this is unfair to people who cannot access their site or who do not have access to a computer printer.Desired Settlement: I want Navient to send me our 1099-INT this year and in the future without having to waste time dealing with their error-prone website.

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 9, 2015. Please allow sufficient time for postal

delivery.

Review: When Sallie Mae switched to Navient, I have never had more problems in my life. They are extremely unprofessional, every time I speak with someone there are people in the background goofing off or making the customer service rep laugh while hes telling me about the 70 grand I owe in school loans. I have received 4 different answers from 4 different people regarding a loan from 2007 that apparently is in collections, even though I am still a full time student. The first person told me that the loan info was put in wrong and he would put the loan back to an in school deferment status, which I received a confirmation email 10 minutes later, therefore I thought the problem was fixed. Then a month later someone else tells me I owe for 2 months not and that the person I spoke with that told me they fixed the issue left no notes, and did not actually fix the issue, so this new guy tells me if I pay $50 the loan can be deferred for a year. then I speak with someone a week later who says not thats not an option and if I pay the $50 its only deferred for a month! That is ridiculous so I ask to speak with the manager, who could not have cared any less about my issue and kept repeating "so are you able to make a payment or what do you wanna do?" as their is laughing in the background. They have called my parents multiple times (whom recorded the conversation) and someone from this company told my mother she cosigned (when she did not) and that she owes them a payment. I told this to the manager, who said I was lying, so I let him know that my mother recorded someone from this company lying to her. School loans are not a joke, however this company is. I have been asking or a copy of my promissory note, have yet to receive one. I want to make sure it was in the contract that this particular loan I owe on had an in-school-deferment time limit.Desired Settlement: Can someone with the right answer (who does not sound like they are high) help me understand the issue on this loan and what my options are being that I am still a full time student?

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 25, 2015. Please allow sufficient time for postal

delivery.

Review: Navient is my student loan provider. I set up automatic payments for the amount of 298.00. I contacted them on 4/7/2015 because I noticed my due total jumped up to 975 dollars overnight. I contacted them to tell them I wouldn't be able to pay that amount because of rent and car payment being due, also I told them to stop any auto payments from coming out because I wouldn't be able to pay that amount on the day due. I spoke to [redacted] who was very helpful and told me everything was all set. She called me once and left a voicemail and gave me her extension number of 490. I called her twice and each time after 20 minutes on hold the phone would hang up. I took them at their word that everything was all set. I knew I wasn't going to have the money on the day it was due and did the appropriate thing and the responsible thing and that was to let them know in advance. I also called my bank to ensure that the auto payment wouldn't be processed since I knew my entire check was going to essential bills. (Rent and car). Even after I contacted navient and my bank (which told me navient was the only place that could stop it) navient went ahead this morning and took out 100% of my income. My account is currently negative 276.00 dollars and I have no way to pay for my rent or essentials. I know back in January I authorized navient to take out 298.00 from my account each month. Never did I authorize them to take out 975.00. And when I saw that much as my minimum payment I knew automatically it wasn't going to be possible. Even though I took the right steps to stop it before it got to this point navient went ahead and used their power to leave me and my family out to dry with "nothing they could do". I completely understand that this debt is something I need to repay and I have been doing so since I graduated college. I want nothing more than to pay them but I also have to be able to afford to live. I have been on the phone with them all morning hearing the same thing about how I authorized the payment back in January but no on can tell me the amount I authorized. Spoke to a supervisor named [redacted] employee number [redacted] and she said nowhere on her notes did she how much it was authorized for because it wasn't her department. Then transferred me to a survey about my experience. I want nothing more than to get this resolved I am currently employeed and am trying my best to get my life situated. Paying my student loans is something important to me and I want to continue doing so. It's just when they go ahead and make unauthorized withdrawals that put people at risk of losing their homes and means of transportation is not something that should be done to anyone. Thanks so much for listening and I hope there is something that you guys can do to help me out.Desired Settlement: To have a refund of the unauthorized charge.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on April 29, 2015 and resolved the

issue with the customer.

Review: In October of 2014, navient reported my 9 student loans as 90 days late (despite reporting the account current/good standing in september). The account was on a temporary forbearance until November 20th, 2014.

I called to have this corrected, as it decimated my credit score, and have just gotten the runaround. I need this false reporting removed immediately.Desired Settlement: I need the false reporting to my credit in October 2014 reversed to reflect my account's god standing. I have NEVER paid late.

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 15, 2015. Please allow sufficient time for postal

delivery.

Review: I was an orginal customer of Sallie Mae when I first started school in 2009, I graduated in May 2014. I took out two loans with Sallie Mae during the 5 years I was in school. When they transfered my loans to Navient in January 2015 my mother noticed payments were being taken out of her bank account (she was paying the interest for a 10,000 loan she co-signed on in 2009) which were not showing up on my navient payment history which resulted in back payments, late payments, several phone calls (at least 15 a day between my mothers home phone and my cell phone) and my mother and I being locked out of our online accounts. Due to being locked out of our online accounts we were unable to see any payment history. My mother had to fax bank statements for proof of payment, and also had to update the address for Navient on her bill payment service through her bank. It took 3 months (January to March 2015), talking to 10 different people, credit scores being affected and still numerous calls a day regaurding the overdue balance for them to finally attempt to fix the problem. In March I myself had to call Navient to find out what the status of my account was. No one ever called me with any updates, the only calls me or my mother recieved were to harass us about the payments. When I would talk to the customer service rep from Navient when they would call to harass about the payment I would ask about the status of my account no one was ever able to tell me exactly what was going on with it. I never talked to the same person twice so everytime someone called to harass me regaurding the payment I had to explain to them the situation over and over again. Once I was able to log back in to my Navient account the payments were not full payments. The payment history has $15.00 payments, $10.00 payments, etc (just very random amounts). No one has been able to explain to me the breakdown of the payments. The payment history shows that there hasnt been a payment made since Dec 2014 yet my mom has been making payments to Navient for the last 5 months. Now my account is back to a negative because they have not recieved any payments yet the payments have been taken out of my mothers account and sent to the address the Navient rep told her to put done on the bill pay through the bank. Navient has completly messed up my credit score yet again and also my mothers, which is making it difficult to have these loans refinanced through other companies. Now we have to go through the process all over again with sending in bank statements. The phone calls are by far the worse the people that call all want a payment but me and my mother are refusing to pay until our account in fixed. This is the most unorganized ridiculous company I have ever come in contact with. The harrasment is so stressful on me and my mother. The people that call are never helpful and very inconsiderate. My mother recieves calls on the weekends as well. Yesterday was mothers day and I happened to be at my mothers house when they called the caller ID showed they had called 3 times that day before 3pm. When I answered the man said he was surprised that I was the one picking up the phone. As soon as I explained to him that we had to send the statements to them he then says "oh ok I do see that in your chart". I feel that if they can clearly see that I have to fax the statements that I shouldn't be reciving 15 calls a day harassing me about back payments that Navient made. I feel that this company needs to be investagated for harassment and money laundering. I still have yet to recieve an explanation about where the payments are and which department has them. This is the second time im having to go through this with this company and no one ever seems to have answers about what is going on.Desired Settlement: I would like the exact payment history breakdown of my whole account from 2009 until now. I want my account fixed and also my credit. I would like for a manager from Navient to contact me via email at [redacted] with an explanation on how they are going to fix this recurring issue.

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on May 21, 2015, and we are working with the customer directly to

resolve the issue.

Review: I had a loan through Sallie Mae/Navient and was informed that my deferment would start after graduation and last for a period of 6 months. I graduated from full time at the end of May 2012 and believed my repayment would not start until November 2012. I noticed on my credit report, I have a 90 and 120 day late in Sept and Oct of 2012. I contacted Navient in November for forbearance as I had believed my items to be due and needed to delay repayment, only to find out I had past due amounts. I would have paid any outstanding balance to make sure I wouldn't go 90 days or even 120 as those are as bad as a bankruptcy in some credit reporting cases. When I inquired about the late marks with Navient, they stated that I was only allotted one grace period and had used that up. Due to misinformation being provided to me by a Sallie Mae/Navient employee, I now have derogatory marks that would not be there had a representative provided me with accurate information regarding deferment and repayment instead of false and misleading information.Desired Settlement: I would like the 90 day and 120 marks removed from my credit report either due inaccurate reporting due to the misinformation provided by the employee on behalf of Navient or I would like the negative items removed with regard to FCRA 623(a)(7)(e).

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 19, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: I have private and federal student loans with the old Sallie Mae, now Navient. They just now sent me a bill and want over $4,000. They have charged me $10,000 in interest and fee's. I just consolidated my loans and when I tried to give them the phone number of who they can contact, they stated that they will not allow for my loans to be consolidated and hung up on me, yet they continue to call my phone every 30 minutes and my family members.Desired Settlement: I want them to stop calling me and my family. They have received their money, they need to leave me alone.

Business

Response:

A

representative from the Office of Customer Advocate contacted the customer by

telephone on June 2, 2015, and we are working with the customer directly to

resolve the issue.

Review: I have paid off my student loan about 4 yrs ago. On my credit report its states that my balance is 0 but right below they added this statement. ( loan being paid by insurance). That statement is false. I sent them a letter to remove that statement . It is hurting my credit. what else can I do or can you help me. Thank you [redacted]Desired Settlement: Removal of false statement

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 2, 2015. Please allow sufficient time for postal

delivery.