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of the Customer Advocate responded directly to the customer via US Postal Service on February 12, 2015. Please allow sufficient time for postal delivery.
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protecting the privacy of our customers,
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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:
Dear Navient, I am in receipt of your letter in response to my claim with the Revdex.com. I am requesting that this matter be escalated. You stated in your letter that the 60 day late is accurate and will not be removed however I disagree with your findings for the following reasons. 1. Below is an outline of my payment history to Sallie Mea/ Navient for the past 12 months. 01/10/2014 a payment was made in the amount of $205.46 2/7/2014 a payment was made in the amount of $361.69 3/24/2014 a payment was made in the amount of $362.00 April payment was late however still within 30 days. 5/17/2014 payment of $365.00 was made for April. 6/16/2014 Payment of $700.00 was made to cover May’s payment as well as June’s payment bringing account current. July payment was late however still within 30 days. 08/13/2014 a payment was made in the amount of 362.09 that was applied to July 9/11/2014 a payment of 362.09 was made that covered august. (Still not 30 days late) At time of payment the Sallie Mae agent had stated that my account was past due (September payment). I informed the agent that I was going to find a way to make the payment with my next check which would have made my account current. The agent recommended that they set me up with automatic payment and after 3 payments the missing payment would be added to the back of my loan. I was told that it would NOT go on my credit. 10/15/2014 a payment was made of 362.09 11/15/2014 a payment was made of 362.09 On 12/15/2014 I had to cancel the automatic payments that the agent setup for the following reasons a. The amount that was setup by the agent as a monthly charge was incorrect leaving a past due balance of several dollars each month. b. The auto payments were on the 15th and my load is due on the 5th making my loan late monthly. 2. When I called I explained to the operator my intentions to make the additional monthly payment event though the payment was going to be tough. I informed the operator I would make another monthly payment on 9/17/2014. The operator suggested to enroll in the program so I didn’t have the make an extra payment and it wouldn’t affect my credit. 3. In your letter dated December 29th 2014 you state that for the program you must complete a financial statement to determine eligibility. I did not provide any financial information during my call. The only statement that I completed was an automated confirmation agreeing to the monthly payments that were setup by the agent. Conclusion: As stated in your letter I understand that Navient has policies to “Report 24 months of account activity. Consequently, we are prohibited from altering previously and accurately reported delinquent information” however the 60 day late was an outcome of your agents recommendation. I’m sure Navient also has policies pertaining to providing the customer with incorrect information regarding information being reported to the credit agency, Setting up incorrect payment dates, and setting up incorrect payment amounts, and not properly completing the financial statement to determine eligibility. Since when I call Sallie Mae/Navient I am informed that the calls are recorded I’m sure you will have no difficulties confirming my statements in this letter.
Translate
Desired Outcome:
I am requesting the 60 day late be removed from the credit agencies.
protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on July 8, 2016. Please allow sufficient time for postal delivery.
message. In the interest of protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on May 8, 2015. Please allow sufficient time for postal delivery.
On 5 different occasions I made additional payments on my student loans and elected to have the payment go towards principal. Of all of these payments, all or some of the payment was applied to interest. When I questioned this the representative told me that this was due to a missed payment and the account being past due. My payments are auto drafted monthly and I made 12 consecutive payments, without missing one, prior to the first occurrence. Also, my account history clearly shows that there has not been a late payment on the account. The representative left me on hold for 30 minutes before telling me that a supervisor was not available. Then she told me that if these payments were corrected it would make the account past due and damage my credit score. My next course of action will be to consult an attorney.
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 submitted my proof of payment to Navient on 3/4/2015. I received a call from them on 3/12/15 saying my last payment was incomplete. I explained that I had submitted proof of payment via document attachment, the service representative checked my attachment and said she forwarded the information to her back office so that I would receive credit for the payments. (This call was recorded by Navient, if evidence from this conversation is needed). I'm surprised that a week went by and nothing had been done to my account regarding my attachment showing proof of payment. The following day (3/13/15) I received a notification of correspondence through the Navient website. Their document to me was titled "Standard Payment History" and it showed the same mis-information about my payments - still missing 17 payments despite my proof of cancelled checks showing payment made monthly from my account.The Revdex.com response from Navient (3/12/15) said they had mailed me information about my claim and to allow time for delivery. I have checked the mail daily since their response, it has been more than a week, and I have received no mail correspondence from them (Today is 3/21/15). If a letter had been mailed on 3/12/15, I should have receive it by now.Today I received notification of another correspondence through the Navient website. Their document to me was titled "Payment Sent to Wrong Address". The letter provided the "correct" address for me to send my payments to. After checking with the address on file with my bank, (I have used auto pay for the last 2 years) it correctly matches the address provided by Navient, and the address on the canceled checks. How could my payments be sent to the wrong address if it matches the address they provided me?I don't believe Navient has reviewed the document I attached via their website regarding my proof of payments. If they had reviewed my attachment, they would see the canceled checks, which they asked for, proving I have made regular payments to my student loan and not received credit for them. I also question whether they mailed me any correspondence regarding my claim because I would have received it by now. It is unbelievable to me that I have notified Navient of their error in posting my payments twice now, and the problem has still not been resolved. I would like someone from Navient to review the document I attached to their website, and for that person to contact me via phone to correct the errors related to my student loan as soon as possible.I have attached the same document that I attached to the Navient website, showing through canceled checks that I made payments to Navient that were not credited toward my student loan.
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 have not received the written information and I have returned a phone call but we have not spoken. I would like to keep this open until I receive the written information and then I will be able to determine if my complaint has been resolved.
Regards,
protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on February 16, 2016. Please allow sufficient time for
postal delivery.
Bureau:
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:
I had a kidney transplant as a child. In 2014 I was in the hospital frequently dealing with severe health problems. In October Sallie Mae called me while in the hospital and I told them of my illness. The rep places me on a forbearance. Informing me nothing would be due until January. I have been dealing with an ombudsperson named [redacted] since early 2014. I asked her to call me in November and told Her I was very sick and could you please make the collectors stop calling me. Some of the collectors were telling me why did you answer your phone when you couldn't pay. Then in November a lady named Gay called from Navient. I had never heard from Navient. All of my loans are with Sallie Mae and I have an email showing they are in forbearance. In December I reached out to sallie Mae office of the customer advocate. I was told all my loans were sold to Navient and actually [redacted] worked for Navient now. I asked if an email could be sent so that I may talk to [redacted]. [redacted] left me a voice message and I called right back I left a message in November and Decmember I left several messages for [redacted] to call me because of the Holidays I found out she was out of the office. She called me back last week after I left her 2 voicemessages. Jennifer from Navient advised she listened to some calls and I was told correctly. I don't hvae the luxury of listening to phone calls between myself and Navient. First I was not told I was being recorded when I called [redacted], the ombuds person which is the law in AZ. Another thing when the payment plan was set up in Deckember someone called me right back to apologize for the previous representative not fixing the past due statuses. I spoke to Jennifer today and she would not show any willingness to help. I even shared I wasn't required to call [redacted] but kept calling and wasn't getting phone calls back.
Translate
Desired Outcome:
I have perfect credit! Navient made my mistake. I have a letter you sent me advising a mistake was made on my account. I even received a refund check to make up for the late fees that Navient charged that were against the law. Navient did not let me know they were covering all of my student loans from Sallie Mae. Different reps would say you are in forbearance until January. Jennifer pointed out today yet I have multiple loans within Navient. How is the consumer suppose to know what loans are past due without the rep stating. I believe under the fair credir act you are making an error on my credit report. I am asking you to Kindly fix this error. I want any negative reporting from Navient to be taken off my credit report. In addition Jennifer stated she listened to calls, but she only listened to calls that made her theory true. She did not listen to every call. I will keep fighting on this issue until the issue is fixed. Please escalate my complaint beyond Jennifer. Thank you.
protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on November 12, 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.
Yes, I received the letter from [redacted], Navient Consumer Advocate in reference to my payment of $174.83 which Navient posted to the Dept. of Education student loan instead of posting this payment to my FFELP student loan. Navient is
now stating that I am 2 months behind on my Dept. of Education student loan of $260.00. My Dept. of Education student loan was on an unemployment deferment until 12/03/2015. My payment of $85.00 towards my Dept. of Education student loan is not due until December 20, 2015 and my $30.00 FFELP student loan payment is due on December 20, 2015 also for a total amount of $115.00. However, Navient is requesting I send the total amount of $115.00 to them and include the Dept. of Education student loan number on the payment ONLY, which I will not do because they will not post this payment to both accounts instead of posting $115.00 towards the Dept. of Education student loan only. I want my Navient account corrected immediately. I've notified the Attorney General of Navient's incompetence and included all pertinent documentation to prove this point.
Regards,
protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on September 1, 2016. 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 August 9, 2016. 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 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 September 25, 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 July 12, 2016. Please allow sufficient time for postal delivery.
A representative from the Office...
of Customer
Advocate contacted the customer by telephone on September 25, 2015 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 July 20, 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:
Dear Navient, I am in receipt of your letter in response to my claim with the Revdex.com. I am requesting that this matter be escalated. You stated in your letter that the 60 day late is accurate and will not be removed however I disagree with your findings for the following reasons. 1. Below is an outline of my payment history to Sallie Mea/ Navient for the past 12 months. 01/10/2014 a payment was made in the amount of $205.46 2/7/2014 a payment was made in the amount of $361.69 3/24/2014 a payment was made in the amount of $362.00 April payment was late however still within 30 days. 5/17/2014 payment of $365.00 was made for April. 6/16/2014 Payment of $700.00 was made to cover May’s payment as well as June’s payment bringing account current. July payment was late however still within 30 days. 08/13/2014 a payment was made in the amount of 362.09 that was applied to July 9/11/2014 a payment of 362.09 was made that covered august. (Still not 30 days late) At time of payment the Sallie Mae agent had stated that my account was past due (September payment). I informed the agent that I was going to find a way to make the payment with my next check which would have made my account current. The agent recommended that they set me up with automatic payment and after 3 payments the missing payment would be added to the back of my loan. I was told that it would NOT go on my credit. 10/15/2014 a payment was made of 362.09 11/15/2014 a payment was made of 362.09 On 12/15/2014 I had to cancel the automatic payments that the agent setup for the following reasons a. The amount that was setup by the agent as a monthly charge was incorrect leaving a past due balance of several dollars each month. b. The auto payments were on the 15th and my load is due on the 5th making my loan late monthly. 2. When I called I explained to the operator my intentions to make the additional monthly payment event though the payment was going to be tough. I informed the operator I would make another monthly payment on 9/17/2014. The operator suggested to enroll in the program so I didn’t have the make an extra payment and it wouldn’t affect my credit. 3. In your letter dated December 29th 2014 you state that for the program you must complete a financial statement to determine eligibility. I did not provide any financial information during my call. The only statement that I completed was an automated confirmation agreeing to the monthly payments that were setup by the agent. Conclusion: As stated in your letter I understand that Navient has policies to “Report 24 months of account activity. Consequently, we are prohibited from altering previously and accurately reported delinquent information” however the 60 day late was an outcome of your agents recommendation. I’m sure Navient also has policies pertaining to providing the customer with incorrect information regarding information being reported to the credit agency, Setting up incorrect payment dates, and setting up incorrect payment amounts, and not properly completing the financial statement to determine eligibility. Since when I call Sallie Mae/Navient I am informed that the calls are recorded I’m sure you will have no difficulties confirming my statements in this letter.
Translate
Desired Outcome:
I am requesting the 60 day late be removed from the credit agencies.
Thank you for
your message. In the interest of...
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the Office of the Customer Advocate responded directly to the customer via US
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A representative from the Office of...
Customer
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message. In the interest of protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on May 8, 2015. Please allow sufficient time for postal delivery.
On 5 different occasions I made additional payments on my student loans and elected to have the payment go towards principal. Of all of these payments, all or some of the payment was applied to interest. When I questioned this the representative told me that this was due to a missed payment and the account being past due. My payments are auto drafted monthly and I made 12 consecutive payments, without missing one, prior to the first occurrence. Also, my account history clearly shows that there has not been a late payment on the account. The representative left me on hold for 30 minutes before telling me that a supervisor was not available. Then she told me that if these payments were corrected it would make the account past due and damage my credit score. My next course of action will be to consult an attorney.
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 submitted my proof of payment to Navient on 3/4/2015. I received a call from them on 3/12/15 saying my last payment was incomplete. I explained that I had submitted proof of payment via document attachment, the service representative checked my attachment and said she forwarded the information to her back office so that I would receive credit for the payments. (This call was recorded by Navient, if evidence from this conversation is needed). I'm surprised that a week went by and nothing had been done to my account regarding my attachment showing proof of payment. The following day (3/13/15) I received a notification of correspondence through the Navient website. Their document to me was titled "Standard Payment History" and it showed the same mis-information about my payments - still missing 17 payments despite my proof of cancelled checks showing payment made monthly from my account.The Revdex.com response from Navient (3/12/15) said they had mailed me information about my claim and to allow time for delivery. I have checked the mail daily since their response, it has been more than a week, and I have received no mail correspondence from them (Today is 3/21/15). If a letter had been mailed on 3/12/15, I should have receive it by now.Today I received notification of another correspondence through the Navient website. Their document to me was titled "Payment Sent to Wrong Address". The letter provided the "correct" address for me to send my payments to. After checking with the address on file with my bank, (I have used auto pay for the last 2 years) it correctly matches the address provided by Navient, and the address on the canceled checks. How could my payments be sent to the wrong address if it matches the address they provided me?I don't believe Navient has reviewed the document I attached via their website regarding my proof of payments. If they had reviewed my attachment, they would see the canceled checks, which they asked for, proving I have made regular payments to my student loan and not received credit for them. I also question whether they mailed me any correspondence regarding my claim because I would have received it by now. It is unbelievable to me that I have notified Navient of their error in posting my payments twice now, and the problem has still not been resolved. I would like someone from Navient to review the document I attached to their website, and for that person to contact me via phone to correct the errors related to my student loan as soon as possible.I have attached the same document that I attached to the Navient website, showing through canceled checks that I made payments to Navient that were not credited toward my student loan.
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 April 29, 2016 and will continue to work directly with the customer 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.
I have not received the written information and I have returned a phone call but we have not spoken. I would like to keep this open until I receive the written information and then I will be able to determine if my complaint has been resolved.
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 February 16, 2016. Please allow sufficient time for
postal delivery.
Better Business...
Bureau:
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:
I had a kidney transplant as a child. In 2014 I was in the hospital frequently dealing with severe health problems. In October Sallie Mae called me while in the hospital and I told them of my illness. The rep places me on a forbearance. Informing me nothing would be due until January. I have been dealing with an ombudsperson named [redacted] since early 2014. I asked her to call me in November and told Her I was very sick and could you please make the collectors stop calling me. Some of the collectors were telling me why did you answer your phone when you couldn't pay. Then in November a lady named Gay called from Navient. I had never heard from Navient. All of my loans are with Sallie Mae and I have an email showing they are in forbearance. In December I reached out to sallie Mae office of the customer advocate. I was told all my loans were sold to Navient and actually [redacted] worked for Navient now. I asked if an email could be sent so that I may talk to [redacted]. [redacted] left me a voice message and I called right back I left a message in November and Decmember I left several messages for [redacted] to call me because of the Holidays I found out she was out of the office. She called me back last week after I left her 2 voicemessages. Jennifer from Navient advised she listened to some calls and I was told correctly. I don't hvae the luxury of listening to phone calls between myself and Navient. First I was not told I was being recorded when I called [redacted], the ombuds person which is the law in AZ. Another thing when the payment plan was set up in Deckember someone called me right back to apologize for the previous representative not fixing the past due statuses. I spoke to Jennifer today and she would not show any willingness to help. I even shared I wasn't required to call [redacted] but kept calling and wasn't getting phone calls back.
Translate
Desired Outcome:
I have perfect credit! Navient made my mistake. I have a letter you sent me advising a mistake was made on my account. I even received a refund check to make up for the late fees that Navient charged that were against the law. Navient did not let me know they were covering all of my student loans from Sallie Mae. Different reps would say you are in forbearance until January. Jennifer pointed out today yet I have multiple loans within Navient. How is the consumer suppose to know what loans are past due without the rep stating. I believe under the fair credir act you are making an error on my credit report. I am asking you to Kindly fix this error. I want any negative reporting from Navient to be taken off my credit report. In addition Jennifer stated she listened to calls, but she only listened to calls that made her theory true. She did not listen to every call. I will keep fighting on this issue until the issue is fixed. Please escalate my complaint beyond Jennifer. Thank you.
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 12, 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.
Yes, I received the letter from [redacted], Navient Consumer Advocate in reference to my payment of $174.83 which Navient posted to the Dept. of Education student loan instead of posting this payment to my FFELP student loan. Navient is
now stating that I am 2 months behind on my Dept. of Education student loan of $260.00. My Dept. of Education student loan was on an unemployment deferment until 12/03/2015. My payment of $85.00 towards my Dept. of Education student loan is not due until December 20, 2015 and my $30.00 FFELP student loan payment is due on December 20, 2015 also for a total amount of $115.00. However, Navient is requesting I send the total amount of $115.00 to them and include the Dept. of Education student loan number on the payment ONLY, which I will not do because they will not post this payment to both accounts instead of posting $115.00 towards the Dept. of Education student loan only. I want my Navient account corrected immediately. I've notified the Attorney General of Navient's incompetence and included all pertinent documentation to prove this point.
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 September 1, 2016. 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 9, 2016. Please allow sufficient time for
postal delivery.