minor-latin;">A representative
from the Office of Customer Advocate contacted the customer by telephone
on May 5, 2016 and resolved the
issue with the customer.
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 12, 2015. Please allow sufficient time for postal delivery.
protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on June 24, 2016. Please allow sufficient time for postal delivery.
mso-hansi-theme-font: minor-latin;">A representative
from the Office of Customer Advocate contacted the customer by telephone
on April 27, 2016 and resolved the
issue with the customer.
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.
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 13, 2015. Please allow sufficient time for postal delivery.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Problem:
In October of last year I was suddenly laid off from my job and fell behind on my student loan payments. When I finally found a new job in mid-December, I called Navient on/around 12/16/14 to get my account brought current. The representative I spoke with told me that 2 payments of $200 would bring my account current. I set up a $200 payment for 12/23/14 and another for 1/6/15. I called again a few days after 1/6/15 and they verified my payments went through and that my account was current. We then set me up on automatic payments that would come out on the 5th of every month (my due date). Around February 2nd I logged into my Navient account and noticed that my account was showing as past due, even though my payment wasn’t due until 2/5/15. I emailed [redacted] Ahmad on February 4th, and again on February 6th when I hadn’t heard back from her. She advised me to call the Private Credit Collections department which I did on the evening of 2/9/15. After pressing the correct prompts to speak with someone regarding PRIVATE loans and not Dept of Ed loans, and waiting on hold for 6 minutes, I reached “Aliyah” who was very rude and kept saying “your payment posted on the 5th, WHAT DO YOU WANT.” I told her I knew my payment posted, which is why I wanted to know why my loans were past due. After her repeatedly being rude and basically refusing to listen to me or try to help me, I finally figured out that she was talking about my Dept of Ed loans. I told her this was regarding my PRIVATE loans and she said “I can’t help you, I have to transfer you.” Without waiting for me to respond, she transferred me and I received a message saying my hold time would be 18-22 minutes. I pressed the prompt to receive a call back. The next person’s name is written on a piece of paper somewhere at home, but she was nicer at least. She couldn’t figure out what was going on with my account and said she had to enter a “research request” and I’d receive an answer by 2/15/15. I emailed Michelle Ahmad on 2/10/15 to let her know of my frustration and wasted time. She responded on 2/12/15: “I have reached out to our Private Credit Ombudsman to verify the information that was shared with you in December regarding the securing of the two payments. As previously advised, they set up specific programs at times, and I just want to ensure I’m providing the correct information regarding the agreement that was made. I will inform you of any information received upon conclusion of the research. In the mean time you’re welcome to call me or email me for updates.” On 2/23/15 I realized I still had no answer or resolution regarding this, so I emailed [redacted] again. She told me that the delinquency was valid. I told her again that my issue was that I was told on multiple occasions that my account was CURRENT and that I have no money to make additional payments on top of my already crippling monthly payments, she once again said the delinquency is valid. I have put in HOURS of my personal time to try to resolve this and get answers, and I’ve been met with long hold times, no answers, no response, and a rude representative named Aliyah. I have done my due diligence, followed up when people just decide to not respond and drop the ball, and communicated my situation very clearly. I AM AT MY WIT'S END AND BEYOND FRUSTRATED.
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
I want my late fees removed and my private loan accounts brought current. It would also be nice if your reps were knowledgeable, polite, and helpful and that a call to customer service didn't involve 20+ minutes of hold time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Payments continue to be posted incorrectly. We have had to keep in contact with the customer advocate to request proper postings of the payments we have made even after filing my complaint with the Revdex.com.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I received ONE phone call since I filed this complaint, and I returned the call at least THREE times, and all three times, my call was sent to voicemail. I've never received a response. I will wait for the "letter" to arrive, as I have received a few bills since this incident but no actual response.
Regards,
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 19, 2014. Please allow sufficient time for postal delivery.
mso-hansi-theme-font: minor-latin;">A representative
from the Office of Customer Advocate contacted the customer by telephone
on October 14, 2016 and resolved the
issue with the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
February 20, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]:
I am in receipt of your letters dated within 10 days of one another; 2/03/2015 and 2/14/2015.
Your attempt to explain what has happened to the above account is received, but not without dispute.
Once again, I will tell you that the last communication I received regarding my Sallie Mae student loan was that it was in deferment for the period 5/11/14 – 12/31/15 (a copy of this notification is attached).
Also again, I had not received any formal or official communication from NAVIENT or Sallie Mae regarding the fact that you have taken over Salle Mae, and that my student account was activated and/or due, since it was in
deferment until 12/31/2015.
Therefore, it is unfair credit practices for you to send me a statement telling me that I am already two months past due when, as a consumer, I was not made aware of the fact that anything was due, nor even who you are.
Again, I am disputing the past due amount and insist that the account be reset.
In your letter of 2/03/15, you indicated that multiple notifications were sent to me throughout 2014. It should not be difficult for you, then, to send me official copies of said notices that were mailed to me multiple times.
In my complaint to the Revdex.com and NAVIENT on 1/26/2015, here is what was stated:
Here is what needs to happen:1. IN WRITING, I need legal notification that Sallie Mae no longer represents my student loan.2.IN WRITING, I need legal notification that Navient is now representing that student loan, and why. Did Sallie Mae sell the loan?3. If everything is legitimate and the loan is now activated, I need WRITTEN notice of that. Why didnt I receive this from Sallie Mae back in December? 4.The account needs to be reset and be current without forebearance, etc. where you simply charge me more money. You must follow the guidelines of the law. You cannot send me a past due bill out of nowhere. Please respond IN WRITING. I dispute this debt due to reasons stated above. I dont know who or what Navient is. This is my second request to receive documentation IN WRITING.
Your letter of 2/03/15 satisfies #1 of the above, and #2. It does not however, comply with #3 and/or
#4. I am aware that I have rights under the FTC, and FCRA. This goes beyond poor customer service. Your practices have and are violating my rights.
Please comply with # 3 and #4. I dispute the delinquency of this debt to date.
protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on March 30, 2016. Please allow sufficient time for postal
delivery.
font-family: Georgia; font-size: 10pt;">Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We received the written statement from Navient, however it was riddled with inaccurate statements. These ranged from stating that we authorized a double payment on the same date, to saying that we set something up phone when it was set up online.To make matters worse we are getting conflicting information; to the point that it is now harassment and we will be looking for any ability to restrain Navient from contacting us.Following our communication to the Revdex.com, Navient reversed one of the double payments they took without authorization. However, they then retroactively increased the monthly payment amount and sent us to collections for being "late" on payments all in the same day. We have been receiving calls all hours of the day and all days of the week. The most of the time its a "robo-call" where a recorded message will play asking us to sit on hold to talk to a representative; however sometimes it is a real person demanding that they receive payment and making degrading statements. On one recent call, I calmly explained to the Navient representative what happened and I said I wanted to set up auto pay again once I could trust that they would do it right so that we wouldn't have to have these conversations any more and he stated "well, the life of your loan is quite long so it looks like we'll be having these conversations for a very long time since you can't seem to pay your bills."To make this even further confusing, the same day that we had this demeaning conversation, Navient sent us an email stating that they made a billing error and over-charged us and would need to credit the account for an amount that was even more than the Navient representative tried to harass us into paying them. Our account even showed that we owed absolutely nothing and when we tried to pay, it said that we couldn't pay yet since we didn't owe anything and it wasn't our payment date yet.It is very apparent that Navient has little to no respect for anyone; yet can't seem to stay organized enough to have consistent business practices.This is unacceptable and we will not tolerate this.
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 27, 2016. Please allow sufficient time for postal delivery.
B
etter Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
omplaint Detail / Problem
Complaint Type:
Contract Issues
select
Problem:
Every month either I or my student loan cosigner pays my student loans. Last month a ss number was hit with a hard credit inquiry which dropped my credit score immensely. When I contacted the business, they claimed they have no knowledge of this. This is extremely ridiculous as there are no missed payments or new loans application.
Translate
Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
select
Desired Outcome:
DesiredSettlementID: Correction to a credit report I would like SallieMae to correct this issue immediately and have the hard inquiry removed.
minor-latin;">A representative
from the Office of Customer Advocate contacted the customer by telephone
on May 5, 2016 and resolved the
issue with the customer.
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 12, 2015. Please allow sufficient time for postal delivery.
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 June 24, 2016. Please allow sufficient time for postal delivery.
mso-hansi-theme-font: minor-latin;">A representative
from the Office of Customer Advocate contacted the customer by telephone
on April 27, 2016 and resolved the
issue with the customer.
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 2, 2015. Please allow sufficient time for postal delivery.
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.
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 13, 2015. Please allow sufficient time for postal delivery.
A
representative from the Office of Customer Advocate contacted the customer by
telephone on...
March 22, 2016 and we are working with
the customer directly to resolve the issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Problem:
In October of last year I was suddenly laid off from my job and fell behind on my student loan payments. When I finally found a new job in mid-December, I called Navient on/around 12/16/14 to get my account brought current. The representative I spoke with told me that 2 payments of $200 would bring my account current. I set up a $200 payment for 12/23/14 and another for 1/6/15. I called again a few days after 1/6/15 and they verified my payments went through and that my account was current. We then set me up on automatic payments that would come out on the 5th of every month (my due date). Around February 2nd I logged into my Navient account and noticed that my account was showing as past due, even though my payment wasn’t due until 2/5/15. I emailed [redacted] Ahmad on February 4th, and again on February 6th when I hadn’t heard back from her. She advised me to call the Private Credit Collections department which I did on the evening of 2/9/15. After pressing the correct prompts to speak with someone regarding PRIVATE loans and not Dept of Ed loans, and waiting on hold for 6 minutes, I reached “Aliyah” who was very rude and kept saying “your payment posted on the 5th, WHAT DO YOU WANT.” I told her I knew my payment posted, which is why I wanted to know why my loans were past due. After her repeatedly being rude and basically refusing to listen to me or try to help me, I finally figured out that she was talking about my Dept of Ed loans. I told her this was regarding my PRIVATE loans and she said “I can’t help you, I have to transfer you.” Without waiting for me to respond, she transferred me and I received a message saying my hold time would be 18-22 minutes. I pressed the prompt to receive a call back. The next person’s name is written on a piece of paper somewhere at home, but she was nicer at least. She couldn’t figure out what was going on with my account and said she had to enter a “research request” and I’d receive an answer by 2/15/15. I emailed Michelle Ahmad on 2/10/15 to let her know of my frustration and wasted time. She responded on 2/12/15: “I have reached out to our Private Credit Ombudsman to verify the information that was shared with you in December regarding the securing of the two payments. As previously advised, they set up specific programs at times, and I just want to ensure I’m providing the correct information regarding the agreement that was made. I will inform you of any information received upon conclusion of the research. In the mean time you’re welcome to call me or email me for updates.” On 2/23/15 I realized I still had no answer or resolution regarding this, so I emailed [redacted] again. She told me that the delinquency was valid. I told her again that my issue was that I was told on multiple occasions that my account was CURRENT and that I have no money to make additional payments on top of my already crippling monthly payments, she once again said the delinquency is valid. I have put in HOURS of my personal time to try to resolve this and get answers, and I’ve been met with long hold times, no answers, no response, and a rude representative named Aliyah. I have done my due diligence, followed up when people just decide to not respond and drop the ball, and communicated my situation very clearly. I AM AT MY WIT'S END AND BEYOND FRUSTRATED.
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
I want my late fees removed and my private loan accounts brought current. It would also be nice if your reps were knowledgeable, polite, and helpful and that a call to customer service didn't involve 20+ minutes of hold time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Payments continue to be posted incorrectly. We have had to keep in contact with the customer advocate to request proper postings of the payments we have made even after filing my complaint with the Revdex.com.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I received ONE phone call since I filed this complaint, and I returned the call at least THREE times, and all three times, my call was sent to voicemail. I've never received a response. I will wait for the "letter" to arrive, as I have received a few bills since this incident but no actual response.
Regards,
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 19, 2014. Please allow sufficient time for postal delivery.
mso-hansi-theme-font: minor-latin;">A representative
from the Office of Customer Advocate contacted the customer by telephone
on October 14, 2016 and resolved the
issue with the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
February 20, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]:
I am in receipt of your letters dated within 10 days of one another; 2/03/2015 and 2/14/2015.
Your attempt to explain what has happened to the above account is received, but not without dispute.
Once again, I will tell you that the last communication I received regarding my Sallie Mae student loan was that it was in deferment for the period 5/11/14 – 12/31/15 (a copy of this notification is attached).
Also again, I had not received any formal or official communication from NAVIENT or Sallie Mae regarding the fact that you have taken over Salle Mae, and that my student account was activated and/or due, since it was in
deferment until 12/31/2015.
Therefore, it is unfair credit practices for you to send me a statement telling me that I am already two months past due when, as a consumer, I was not made aware of the fact that anything was due, nor even who you are.
Again, I am disputing the past due amount and insist that the account be reset.
In your letter of 2/03/15, you indicated that multiple notifications were sent to me throughout 2014. It should not be difficult for you, then, to send me official copies of said notices that were mailed to me multiple times.
In my complaint to the Revdex.com and NAVIENT on 1/26/2015, here is what was stated:
Here is what needs to happen:1. IN WRITING, I need legal notification that Sallie Mae no longer represents my student loan.2.IN WRITING, I need legal notification that Navient is now representing that student loan, and why. Did Sallie Mae sell the loan?3. If everything is legitimate and the loan is now activated, I need WRITTEN notice of that. Why didnt I receive this from Sallie Mae back in December? 4.The account needs to be reset and be current without forebearance, etc. where you simply charge me more money. You must follow the guidelines of the law. You cannot send me a past due bill out of nowhere. Please respond IN WRITING. I dispute this debt due to reasons stated above. I dont know who or what Navient is. This is my second request to receive documentation IN WRITING.
Your letter of 2/03/15 satisfies #1 of the above, and #2. It does not however, comply with #3 and/or
#4. I am aware that I have rights under the FTC, and FCRA. This goes beyond poor customer service. Your practices have and are violating my rights.
Please comply with # 3 and #4. I dispute the delinquency of this debt to date.
[redacted] ...⇄ [redacted] [redacted]
...⇄ [redacted] [redacted] ...⇄ [redacted]
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 30, 2016. Please allow sufficient time for postal
delivery.
font-family: Georgia; font-size: 10pt;">Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We received the written statement from Navient, however it was riddled with inaccurate statements. These ranged from stating that we authorized a double payment on the same date, to saying that we set something up phone when it was set up online.To make matters worse we are getting conflicting information; to the point that it is now harassment and we will be looking for any ability to restrain Navient from contacting us.Following our communication to the Revdex.com, Navient reversed one of the double payments they took without authorization. However, they then retroactively increased the monthly payment amount and sent us to collections for being "late" on payments all in the same day. We have been receiving calls all hours of the day and all days of the week. The most of the time its a "robo-call" where a recorded message will play asking us to sit on hold to talk to a representative; however sometimes it is a real person demanding that they receive payment and making degrading statements. On one recent call, I calmly explained to the Navient representative what happened and I said I wanted to set up auto pay again once I could trust that they would do it right so that we wouldn't have to have these conversations any more and he stated "well, the life of your loan is quite long so it looks like we'll be having these conversations for a very long time since you can't seem to pay your bills."To make this even further confusing, the same day that we had this demeaning conversation, Navient sent us an email stating that they made a billing error and over-charged us and would need to credit the account for an amount that was even more than the Navient representative tried to harass us into paying them. Our account even showed that we owed absolutely nothing and when we tried to pay, it said that we couldn't pay yet since we didn't owe anything and it wasn't our payment date yet.It is very apparent that Navient has little to no respect for anyone; yet can't seem to stay organized enough to have consistent business practices.This is unacceptable and we will not tolerate this.
Thank you for
your message. In the interest of...
protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via email on December 15, 2015.
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 27, 2016. Please allow sufficient time for postal delivery.
B
etter Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
omplaint Detail / Problem
Complaint Type:
Contract Issues
select
Problem:
Every month either I or my student loan cosigner pays my student loans. Last month a ss number was hit with a hard credit inquiry which dropped my credit score immensely. When I contacted the business, they claimed they have no knowledge of this. This is extremely ridiculous as there are no missed payments or new loans application.
Translate
Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
select
Desired Outcome:
DesiredSettlementID: Correction to a credit report I would like SallieMae to correct this issue immediately and have the hard inquiry removed.