Navient

Review: I am being harassed by Navient. I pay loans monthly and they call me up to 7 times a day because they claim I defaulted on my loan. Navient restarted payments on my loans without notifying me which automatically put me into having late fees. I continue to pay my loans monthly.

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

Consumer

Response:

Review: I paid off my Sallie Mae/Navient Bill in May of 2014. Sometime in July of 2014, I received a refund from Sallie Mae with an explanation that I overpaid my loans. Then in the fall of 2014, I started receiving bills and phone calls for the $100+ interest. I called to have the issue resolved, and they explained that I had owed money. When told them that I had paid off my loans and had been refunded $100, they explained that they accidentally credited my account with some unfortunate woman's payment. So I ended up speaking with a supervisor. The result of that call was that it was going to be forgiven. After this phone call, I still was receiving collection calls, both to my home and cell phone numbers. I called back; they apologized and said that the request was in (it would take some time to be reviewed and forgiven) and that they weren't sure why I was getting phone calls. A few more weeks go by and I call on 2/13/2015 because I was STILL getting phone calls. I explained how the debt is supposed to be forgiven. Agent said that they sent over a different account for review, which had a balance of zero. So there was no debt forgiven, because they didn't think there was a debt. So now the loan is supposedly going to back to be reviewed and they have to submit a correction for my credit report. Due to the fact that this is supposed to go to another department for review, I have no way to check on their progress to see if the CORRECT action is taking place.Desired Settlement: Forgive the debt, stop calling me, and correct this discrepancy from my credit report. and contact me in writing to let me know that all of this has been completed.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on February 13, 2015 and resolved the issue with the customer.

Review: I am in an income based repayment plan, the terms of that plan are that my payment is 31 dollars and some change every month, yet my bill is ALWAYS for 100 dollars or more. The website for this company doesn't let you pay less than your bill, so I am always stuck paying it. I have no money for food because I have to give these people all my money, I signed up for income based repayment because I could not afford payments, yet they keep charging me 3 times as much as I can afford. It's impossible to talk to a representative, they either don't answer the phone or have accents so thick you can't understand them. I am going to talk to a lawyer about this company since it is illegal to change the terms of a contract without consent.Desired Settlement: I want all the money I have been paying over my monthly payment back.

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 24, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: The loan company, Navient, is lying about their Internship/Fellowship Deferment program. They did not want to accept my deferment paper because their lack of understanding on how my internship deals with my career. Frankly, it seems like they do not want to accept my deferment because they are money-hungry. However, this internship helps me get the type of job I need in order to pay them back.Desired Settlement: They need to accept my deferment papers due to their customer service personnel lack of understanding.

Business

Response:

Thank you for

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

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

Postal Service on April 16, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Navient, I had to pay you 50 dollars for a forebearance. So, I reject your response because it does not address our issues.

Review: I have been a customer with Sallie Mae (now known as "Navient") since I was an undergraduate student in 2007. Despite financial strains, I have managed to give consistent payments toward my loan for 15 months from January 2014 - March 9, 2015.

Over the last couple of weeks, I have received constant, incessant automated calls from Naviet/Sallie Mae -- despite my most recent payment on March 9th. Sometimes when I answer the calls, I get a representative. Other times I get a machine. Other times I answer and get immediately hung up on. When I returned the calls on 2 occasions, just to find out why I'm receiving the calls, the representatives who answered put me on hold and never returned... both times.

This behavior feels a lot like harassment. These constant calls, especially while I'm at work, make me very uncomfortable and anxious. I have been a consistent payer for over a year and I don't understand why I'm being treated like someone who has delinquent payments.

I notified the company via social media that the constant calls were making me anxious. I received an email response from Jenn on the social media team around 1pm today. She said they would temporarily stop calling. I've received at least 3 automated calls since that time (it is currently 3:55pm).

This is unacceptable and unfair.Desired Settlement: I would like for the company to stop contacting me so much. I'd be happy to call and resolve the issue, whatever it may be. However, I started getting these calls 2 weeks after my last payment and it is totally excessive -- especially for someone who experiences anxiety.

I want Navient to treat me like a valued customer and stop treating me like a delinquent payer.

Business

Response:

Thank you for

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

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

Postal Service on April 17, 2015. Please allow sufficient time for postal

delivery.

Review: Starting from the end of February, I signed onto my student loan account to see my payments had gone up from about $180 to $300 (give or take some dollars). So I called to find out why and was told that the repayment plan I had been on expired..? Okay, so I asked if I could renew it and continue paying the payments I'd been making onetime for the last 6 years or so? I was unable to do that. They listed off a bunch of different plans and the lowest they had available was somewhere around $260, OR I could apply for the Income Based Repayment plan and that would be adjusted with my salary. They sent me a form in the mail and put my payment for March on hold until April. The form was very confusing so I called to ask for assistance. I was told I could fill out the form online and submit my pay stubs electronically. I did so and waited a week. Then 2 weeks. I finally called at the end of March to ask if my application had been processed. The first person I spoke to said they were missing a piece and to give it 5 more business days and check again. I waited and rechecked only to find, unsurprisingly, that my account was still untouched. I called again (mind you the call wait time is ridiculous) to speak to someone new who told me they hadn't received a piece of information and to call this other site (a sister company to get everything settled) I call that company and they are CLOSED FOR THE EVENING! By that time, Navient had too closed (I can't call during my work hours), so I waited the next day, outraged! Spoke to a new woman this time who told me the piece of information they had been missing was a simple CHECK BOX that she was trying to override to get the process underway (and with all the time that had gone by my due date was in 3 days!). She told me she expedited the process so that I would be able to make the new payment and not be penalized, however nobody knew what that new payment would be. On my payment due date I log in to my account to see an owed amount of $130.03. GREAT! I make the payment for even higher (the $180 and change I had been making prior to this headache) thinking the whole thing had been resolved. A day or two later I get a message in my account saying that my loan repayment request had been approved and my new payments would be $281.08 for the next year. I am not too happy about that and plan to dispute that, however I just logged in today to see what surprises I would encounter with my account and it now $504.01. I AM BEYOND [redacted], OUTRAGED, STRESSED, YOU NAME IT! I have been a loyal customer to Sallie Mae and then to Navient when they switched me over without my knowledge until it had already happened and I have been nothing but unhappy with the service. This is 100% UNACCEPTABLE!Desired Settlement: My desired outcome would be to go back to the original payments ($180 and change) I had been making before my "plan expired" and before this year began, since that is all I can afford and what I am comfortable paying. That's great that Navient allows you to apply for Income Based Repayment plans, however that does not take into account other expenses. If Navient was my only bill, I wouldn't even have the student loan debt to begin with! I don't want this headache, I don't want my payments to keep being adjusted and I constantly have to babysit my account so my credit score doesn't get screwed up because of this unprofessional business this company is running. SOMEBODY HELP ME ONCE AND FOR ALL

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

Review: I stared paying my loan prior to finishing school and few times my mother send check to help me with my bills a nd some checks were cashed and some returned to her account . Date I graduated school I contacted Navient and a I was told first payment is due 03/01/2015 so we send check and check was send to me . Anyway original loan was with Salle Mae and my interest was not that high Navient is charging me 6.5 % per day I don't have money to pay this bill i"m struggle . Today I called because I log in to my account and I realized on 04/02/2015 Navient charged me interest of $141.00 and principal they applied was $15 . I called and I requested speak to supervisor and I got Sean .I told him on 03/01/2015 I log in to m y account and amount due was $17 and I paid if they will ask for $156 I will pay that , so I was trying explains my self he used disadvantage I have accent and he was not want to help me . Even I struggle I pay my bills and I think was not necessary to due that charge me of interest of $141.00 and applied only $15 to my principal . I think Navient is the worst institution I pay of my loans with sallea Mae and I never have problemsDesired Settlement: I want correct principal applied to payment for 04/02/2015

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on June 24, 2015 and resolved the

issue with the customer.

Review: Since Navient took over the processing of my student loans in July 2013, I have consistently sent checks through my bank to two different addresses, at the behest of Navient. I have confirmed on multiple occasions with my bank that indeed I was sending two separate checks to the two requisite addresses (one of them a [redacted] and the other to an address in Wilkes-Barre, PA). In spite of this, EVERY SINGLE MONTH since Navient took over they consistently reroute both checks to their Wilkes-Barre lockbox and allocate the separate payments to the smaller of my two loans. I have called repeatedly (nearly every single month) to confirm with a representative of Navient that indeed the addresses I am sending the respective checks to are correct. This month, after I paid both loans early I received TWO SEPARATE letters with the same information, dated three days apart, informing me that I have been informed before that I need to send two separate checks to two separate accounts. I've had reps. of Navient placate me and accuse me of being a liar, even after I have contacted my bank prior to calling Navient to confirm that I am in the right. I am in the right. It wouldn't bother me, except that I always pay more than my monthly payment, but because my checks aren't ultimately allocated correctly until I have phoned Navient and spent upwards of two hours every month sorting it, I am meanwhile accruing interest which capitalizes daily. So all the time that Navient is not allocating the money I send I'm accruing interest on my account that amounts to more than the extra money I send to be put toward the principle. I attempted to call Navient today to sort what has become a monthly issue, and was informed by the recording of the company's hours (which I was calling during) that their offices were closed, with no explanation as to why. It was during their regular business hours.Desired Settlement: I would like Navient to be held to task for what is at minimum sheer incompetence and at worst purposeful deception. I cannot be the only person experiencing this problem and we all deserve to have our government-issued loans serviced in such a way that when we actually make our payments every month and pay more than required, we are rewarded by an interest rate reduction and the knowledge that Navient isn't employing unsavory tactics. Barring a reduction in interest, I would like for Navient to face a formal inquiry into the matter and a possible fine (which they should not be allowed to then pass on to the borrowers they oversee). Thank you.

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 9, 2015. Please allow sufficient time for postal

delivery.

Consumer

Response:

Review: I have requested that this company send me all bills and correspondence through the US Postal service and not online. They have acknowledged this request 9 times but never send me anything in the mail as I requested. I have specified this request numerous times and they have continued to refuse to send anything in the mail. I have called to complain and nothing is resolved. This company was spun off from it's parent company Sallie Mae because customer service was poor. Navient is even worse than Sallie Mae. Navient has not once worked with me, and harasses me so much I have had to block their number. I have told them when I am available to talk and they call me all hours of the day and even early one on a Sunday Morning. I am so sick and tired of them not working with I don't know where to turn. I have tried to file a complaint with the CFPB but they told me lack of communication from the student loan lender to me is not a valid reason for a complaint. I find that to be unjust as it IS a valid reason. All I want is my simple request that I have asked for so many times to be honored.Desired Settlement: I want a formal apology, from the ENTIRE board of directors for their absolutely horrid customer service and not following my request for a hard copy of ALL correspondence sent to me in the mail. I want the top of the company to see how terrible their company is for service and I want them to take responsibility for their lack of follow through. I will NOT accept any other resolution at all!

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 28, 2015. Please allow sufficient time for postal delivery.

Review: I am a gulf war vet and my daughter has a student loan from 2007 which she consolidated to Sallie Mae(now Navient) a few years later. She is working homeless with two kids and now staying with me and just had her car repossessed. She is however still paying Navient according to terms of their arrangement. Navient is calling me trying to collect on the same loan. Two years ago we both were paying them and not even knowing it. I filed a complaint then. Now they are call me everyday with threats but not even talking with my daughter with whom they have an agreement and both parties are adhering too. This is causing me stress. They have already created a credit report problem as I can't get a loan for my son's college. and I am filling a complaint with my congressional leaders as well.Desired Settlement: Stop calling me with a countdown threats of legal action. I am a war vet and this is causing me extreme anxiety. HONOR the Terms you have with my daughter Mya Burton set on Feb 1, 2015 to pay 50$ a month till April 2016

Business

Response:

Thank you for your message. In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via US Postal Service on September 3, 2015. Please allow sufficient time for postal delivery.

Review: I had called Navient in regards to a forbearance, which is defined on their website as ," allows you to temporarily postpone your payments. It's offered to assist you in times of need. You are responsible for the interest that accrues during forbearance. If the accrued interest is not paid during the forbearance period, it will be capitalized (added to your principal balance)." When I called Navient on September 17th, 2015 at approximately 1:15pm to request a forbearance (due to some private financial issues) I was then told that I would have to pay $50 per month, per account.

They did say this was, "not a fee" but just to ensure that the forbearance would be issued.

By the definition of a forbearance on their website, there was no mention of payment required while in forbearance, and their definition in fact, states the opposite in which no payment is supposed to be made. This is a false explanation on their website, and when dealing with them in the past, there was no such issue (when they were called, "Sallie Mae"). I have other student loans with My Great Lakes that are currently in forbearance in which do not require any payment to "ensure" the forbearance.

In all of my paperwork received by Navient in the past, there was no mention of this $50 charge. The explanation of the person from the company of the $50 was "not a fee, but to process the forbearance." Isn't this situation a complete contradiction? I am asking for a service to temporarily postpone payments, that accrue interest, but still required to make a payment in the meantime? That, and there is no mention of this "charge" (not fee, they don't like the word "fee") on their website, paperwork or billing?Desired Settlement: I would like to put my loans in forbearance as the definition on their website, "allows you to temporarily postpone your payments. It's offered to assist you in times of need. You are responsible for the interest that accrues during forbearance. If the accrued interest is not paid during the forbearance period, it will be capitalized (added to your principal balance)," without a "charge" that would be "added to the account."

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on September 21, 2015 and resolved

the issue with the customer.

Review: I spoke with a representative about being unable to pay my private student loans because I had just finished Grad schoolSince the loans were from my undergraduate degree, and can no longer go on deferment, I was told based on the little income I make, there was nothing that could be done for meI requested to speak with a supervisor, who ended up being a bully and making me very upsetHe asked if I had just returned from a trip overseas, why didn't I apply that money to my loansI explained the trip was a presentHe then proceeded to write down my monthly bills and ask how I have been "making it." I explained, and when he couldn't find proof that I was behind on my car payment, he implied I was lyingFurther, he made me a "deal" and said that I had to pay an amount similar to my car payment, and that my student loans took PRIORITYI said if I had the money, I would pay the amount he offered! He said I need to ask friends and familyThat I needed to borrow the money some howI explained I ran out of resources, even emptying out my retirement fund to make it to the next month! Eventually I took the deal, hoping I could get the the requested amount togetherI was unable to, and now am out of the hardship program from NavientNow I receive phone calls at least times a day, everyday, including Sundays – from Wilmington, DE and Stanton, PAEven if I get a job, what I owe, I can't payI'm almost months behind now, and they will NOT work with me - or understand my situationI filed a complaint against the supervisor I spoke with, he said they would only review the tapes and have a conversation with the supervisorThis has been a horrible ordeal, and gives me bad anxiety whenever I have to speak with a representative.Desired Settlement: I would like for Navient to work with me on my payments so that I don't have to be a student the rest of my life, I don't have to have any more dings on my credit, and I can hopefully one day own a house – instead of feeling like my private loans will never go away!
Business
Response:
Thank you for
your messageIn the interest of protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on September 17, Please allow sufficient time for
postal delivery

Review: This Navient loan company is mishandling my student loans. Months ago I was asked to fill out forms for an Income Based Repayment Plan and submit a self- certified statement about self employment earnings. I did so according to how I was instructed in the phone by their rep and yet it was incorrect. So they re-sent the forms and I filled them out all over again only to receive letters from them telling me I hadn't done things right per their instructions on the phone that time, too. I don't know what more to do here and I am not wasting any more time on the phone with Navient or postage stamps. They are in Wilkes-Barre, PA but I don't know why their zip code doesn't come up on your site search. It is 18773-9635 on their correspondences to me. Thank you.Desired Settlement: I have attempted to resolve this repeatedly. Please contact them and find out what the problem is. At this point, it looks as though I haven't done all I am supposed to do with my student loan hanging in the balance and that is not the case.

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 1, 2015. Please allow sufficient time for

postal delivery.

Review: The company will not honor my request to defer student loans although documentation was provided that confirm half time student status.Desired Settlement: I would like the company to honor the documentation that was submitted and to make sure that loans are deferred while in school.

Business

Response:

A representative from the Office of Customer Advocate contacted the customer by telephone on November 17, 2014 and resolved the issue with the customer.

Review: I needed to obtain a document stating how much I will be paying a month on my student loans once I go in to repayment. I needed it for my mortgage company, and it is the last piece of information I need to close on my house 12/05/14. I contacted Navient on 11/18/14 at 3:07pm immediately after my mortgage officer contacted me telling me that was something he needed. The woman on the phone (can't remember her name) and she told me a request for the form I needed was put in with ASAP on it, and that I would have it by 11/27/14. On Monday, 12/01/2014 I contacted Navient again at 4:45 pm wondering where my document was. I needed it today (12/03/2014) and it was cutting it close. Wendy then informed me that more information was needed and instead of CONTACTING me and getting that information, they just put it on the back burner and forgot about it. They have all my information, contacting me would be an easy task. Wendy then told me she will send me the information I need, but it would take 12 hours to be in my correspondence section on my online account manager(where I can print from), and 24-48 hours to my email. 43 hours later, I haven't received anything. I needed that document THIS MORNING or I would not be able to close on my house this Friday. I also sent a complaint email yesterday and 9:00 AM because the wait time to speak with a representative was 45 minutes, and 26 hours later I have had ZERO problems resolved, and no one helping me.Desired Settlement: It's already too late, my closing needs to be rescheduled due to lack of customer service and assistant. I JUST WANT MY INFORMATION and an apology. I have never been so mad in my entire life.

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 10, 2014. 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: Navient pulled two payments from my bank account. They proceeded to blame me for the error even though I have been making on time payments for eight years. According to them, I submitted the payments on different days but both were pulled on the same day, and according to their website, it had said I still needed to make a payment. They also would not refund my money in a timely enough manner, nor would their customer service agents offer me an acceptable solution to the problem. They said it would take 7 to ten business days to refund my money, even though they already received the payment. They also said they cannot expedite the process until the payment clears in my account, but I do not have access to the funds, and they have already received them.

I am extremely upset and disappointed in how Navient handles they accounting practices, how they speak to their customers, and at the lack of help I require considering is pent over an hour on the phone half of the time spent on hold.Desired Settlement: I would also like navient to credit me a future payment on my account as a reimbursement for the stress caused and the amount of my time they have wasted. I would also like an apology for the treatment I received, and a guarantee that this will not happen again in the future, as now I feel uncomfortable making payments to a company that is irresponsible with how they handle my money.

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.

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: Navient calls my cellular phone number at all times of the day and night, including weekends. Calls during normal hours of the day are okay,but they are calling far too often. Not only that, they are calling my place of employment repeatedly, on a daily basis, even after they have been told on multiple occasions to NOT call me at my place of employment by managers. The repeated phone calls have gotten me in trouble at my place of employment, and if it continues, I may lose my job.Desired Settlement: I would like for Navient to discontinue calling me at my place of employment because they may get me in trouble or fired. I would also like for them to call me on my cellphone during normal business hours, and NOT late at night, or on weekends.

Business

Response:

A representative from the Office of Customer

Advocate contacted the customer by telephone on September 14, 2015 and resolved

the issue with the customer.

Consumer

Response:

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

Review: I have called these people several times. I have asked them to send me a 30 day pay off report. One worker will say ok and that it will take 1-2 days for the report to be sent to email and now it has been 5 days and I still didnt receive anything. Then I called back and a different worker told me they would send the report. I asked how come the person prior didnt send the report? They told me there was not any record of one being processed. So now I had to wait another 48 hours until I would receive my email. Today marks another 2 days of waiting and still have not received anything from navient. Not sure what location I am talking to since you call a 888 toll free number, but all promises made from this company is never met.Desired Settlement: I want my 30 day payoff letter for my loans sent immediately!

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 28, 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: received statement of over due payment AFTER payment had been made. Had trouble contacting customer service and web site was down. If their SYSTEM (as they called it) can issue a over payment letter AFTER payment was made online that tells me the system is working and knows when I made a payment but won't acknowledge such payment for 2 to 4 business days they why can't the system check to see if such payment has at least been submitted to their system? After being transferred to to several out of country reps and finally to a state side rep who told me how the system works and I have to conform to what she said. I have been paying this loan to Salliemae servicing for years and have NEVER had a problem. Now Navient is servicing this student loan and I'm having problems, web site down, customer service closed, little to no information about these corporations and little to no way to resolve issues. Corporations should be responsible for their book keeping or at the very least make information available when it is needed to verify if the information is correct or incorrect as it was in this situation.Desired Settlement: If Navient is going to issue delinquent letters after payment is submitted, Navient should be accountable for their actions. If Navient is only going to process transactions on business days then delinquent letters should only be sent out on business days only after it is confirmed the account is ACTUALLY deliquent. If Navient can not do perform actions in a business like manner, either Navient should cease doing business or do business like it claims it does like having a working web site.

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 21, 2014. Please allow sufficient time for postal delivery.

Review: I have made payments on my delinquency above what the recommended monthly payment is and they have continued to call and harrass my mother and I over 10 times a day every day. They are extremely rude on the phone and constantly hound for more money after my monthly payment has been posted.Desired Settlement: I would like a formal apology for the rude calling at all hours and for the rude employees. I would like the harrassment to stop when I have posted a monthly 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 October 28, 2014. Please allow sufficient time for postal delivery.