protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on August 12, 2015. Please allow sufficient time for
postal delivery.
Georgia; font-size: 10pt; line-height: 150%;">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:
I filed a previous complaint about being on short term disabaility through my employer and not being able to apply for a 30 day forebearance. I was contacted by J[redacted] of the customer advocate department and he stated that he would help lower my interest rate so that I may be able to make some type of payment. I faxed in my financial statement and I have not heard from him since then. This was over a month ago. I still had 2 payments deducted from my account, mistankely. One was reversed and I still recieved an over draft charge from my bank due to the mistake. The other withdrawal happened 4 days ago and was never listed online as me owing a payment. There are no available statements online showing that a payment was due. I have emailed jeff cashner and left several voicemails and the issue still isn't resolved.
Translate
D
Desired Outcome:
I would like for someone to review my financial statement and lower my interest rates that I can't afford. I want a redund of the last payment that was automatically withdrawn until new payments are calculated and settled.
protecting the privacy of our customers,
the Office of the Customer Advocate responded directly to the customer via US
Postal Service on July 22, 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 March 18, 2016. 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 completely resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Spoke to a representative from Navient. My account was noted with the payment I made; however I am still waiting on a response regarding the extra amount added to my monthly payment. The system error appears to have made my payment increase by nearly $5 dollars. I placed a call to the contact and Im awaiting a response.]
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:
Hello, My student loans are being described as late on my credit report. In 2012, I was out of work and Navient (Sallie Mae) said they couldn't do a forbearance, and then they said they would. There are several months showing non payment during this time. Since I moved out of the state after being unemployed, I could not get them the forms they needed. Shortly after they let me go into forbearance for a year. I was told the negative report to the credit agency would be dropped, and would show on time payments for that period. This has never happened. I have called both Sallie Mae and Navient and was told this would be corrected, and it never has been.
Translate
D
Desired Outcome:
Hi, I would like to have this corrected on my credit report. Thanks, [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 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 April 27, 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.
I spoke with [redacted] (ID: [redacted]) from Navient's Office of the Customer Advocate on 10-07-2015. She explained that she reviewed all previous correspondence that I have had with Navient, that she has found the reason why the payments on my nine loans were being miss-allocated, and that she had resolved the problem. She also said that my September payment had in fact already been allocated correctly. When I explained that this was not reflected when I logged on to my Navient account online, she said she would adjust that information as well. I waited two weeks before checking the website only to find that the information is still inaccurate.
I also viewed the statement (09-28-2015) that [redacted] said had been allocated correctly and found that, not only was my payment not allocated correctly, but that I had over $300 in "Unpaid Interest and Unpaid Fees". My usual total for this section of my bill is less than $25. I don't understand how this is possible considering Navient has been automatically withdrawing my payment from my checking account every month the exact same way for over two years.
I would like to have this problem resolved before my next payment is withdrawn from my account.
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.
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,
mso-hansi-theme-font: minor-latin;">A representative
from the Office of Customer Advocate contacted the customer by telephone
on May 27, 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.
Please review the attached check I received in the mail from Navient. This is for a different amount than I am owed and was for an overpayment supposedly made on a different date than the one in question. I don't want to cash this check and find out it was sent in error. Additionally, my account is currently still open on Navient.com saying a balance of $0.00, instead of showing all the loans have been paid off in full.
Regards,
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.
A representative from the Office of Customer Advocate contacted the customer by telephone on December 4, 2014 and resolved the issue with the customer.
I updated my bank account information in early September 2016. I received a confirmation email stating that my account was set up for auto-pay and that my account would be debited in late October 2016. I called customer service to verify that this date was correct. I was assured by a representative that my auto-draft would draft in September since I caught it almost three weeks before the billing date and that it typically takes 7-10 days to go into effect.
In October I received multiple calls daily from Navient stating that I was late on my September payment. I was also charged a late fee. I checked my account online and it showed my account was logged for auto-pay. I called customer service again and was told that they were uncertain as to why my payment was not drafted and assured me that it would auto-draft for my October payment.
In November I received multiple calls daily from the company, again telling me that I was late on a payment. Again, I was assessed a late fee. I called again and asked to speak to a supervisor because I attempted to resolve this issue multiple times. I was placed on hold multiple times and had to demand to speak to a supervisor. I was then placed on hold for approximately 15 minutes. The supervisor told me that my auto-pay application was never confirmed. I asked the agent if they could assist me in making the auto-pay set up go through and I was told that they could walk me through how to do it online. I was then told that I could only get a confirmation that I was enrolled in auto-pay if I requested my loans be put in forbearance. Only then could I get a confirmation for auto-pay. I then requested that the supervisor send me a confirmation of enrollment, such as a screen shot and I was told that he could not send me an email of confirmation, but that one would be generated and send out within 24 hours. I still have not received a confirmation email on my auto-pay for the second enrollment. When I asked the supervisor what steps I needed to take if my next payment was not auto-drafted I was told that I would need to submit a paper application. I asked him if I would receive a call or paper confirmation that my paper application was received and processed and he said that I would receive an email. When I explained that I either get emails and nothing has actually been done or I don't receive the email at all he said that was the only solution he could offer.
When I asked for my late fee to be removed I was told that my payment would have to process and then I could request the late fee to be removed. I asked if it was considered part of their customer service to monitor my account and remove it since I have spent countless hours on the phone to remedy this situation and was told that it would be monitored but that I would need to call back and confirm.
Navient is now the third servicer for my student loans and they are by far the worst in terms of customer service. Their website is difficult to use, their automated system send the customer in a void of phone menus, and the agents and supervisors seem inconvenienced by requests for help. Worst customer service I have had in years.
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.
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.
The company mailed copies of supposed notices that were mailed to me, yet I never received any of the notices that say a payment is due. The only notices I received were "bankruptcy cannot discharge student loans." I never received an actual bill, statement, anything saying a payment was due, not even a phone call saying my account was past due after my 5/23/16 attempt to set up payment arrangements. My consigners also concur that they never received anything by mail or a phone call. The papers that were sent to me do not prove that these were sent to me or my consigners. The company is making every effort to dodge taking accountability for their mistakes.
Regards,
[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 August 12, 2015. Please allow sufficient time for
postal delivery.
A
representative from the Office of Customer Advocate contacted the customer by
telephone on...
January 28, 2016 and we are working with
the customer directly to resolve the issue.
Georgia; font-size: 10pt; line-height: 150%;">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:
I filed a previous complaint about being on short term disabaility through my employer and not being able to apply for a 30 day forebearance. I was contacted by J[redacted] of the customer advocate department and he stated that he would help lower my interest rate so that I may be able to make some type of payment. I faxed in my financial statement and I have not heard from him since then. This was over a month ago. I still had 2 payments deducted from my account, mistankely. One was reversed and I still recieved an over draft charge from my bank due to the mistake. The other withdrawal happened 4 days ago and was never listed online as me owing a payment. There are no available statements online showing that a payment was due. I have emailed jeff cashner and left several voicemails and the issue still isn't resolved.
Translate
D
Desired Outcome:
I would like for someone to review my financial statement and lower my interest rates that I can't afford. I want a redund of the last payment that was automatically withdrawn until new payments are calculated and settled.
A representative from the Office...
of Customer
Advocate contacted the customer by telephone on May 15, 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 22, 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 March 18, 2016. 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 completely resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Spoke to a representative from Navient. My account was noted with the payment I made; however I am still waiting on a response regarding the extra amount added to my monthly payment. The system error appears to have made my payment increase by nearly $5 dollars. I placed a call to the contact and Im awaiting a response.]
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.
Problem:
Hello, My student loans are being described as late on my credit report. In 2012, I was out of work and Navient (Sallie Mae) said they couldn't do a forbearance, and then they said they would. There are several months showing non payment during this time. Since I moved out of the state after being unemployed, I could not get them the forms they needed. Shortly after they let me go into forbearance for a year. I was told the negative report to the credit agency would be dropped, and would show on time payments for that period. This has never happened. I have called both Sallie Mae and Navient and was told this would be corrected, and it never has been.
Translate
D
Desired Outcome:
Hi, I would like to have this corrected on my credit report. Thanks, [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 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 April 27, 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.
I spoke with [redacted] (ID: [redacted]) from Navient's Office of the Customer Advocate on 10-07-2015. She explained that she reviewed all previous correspondence that I have had with Navient, that she has found the reason why the payments on my nine loans were being miss-allocated, and that she had resolved the problem. She also said that my September payment had in fact already been allocated correctly. When I explained that this was not reflected when I logged on to my Navient account online, she said she would adjust that information as well. I waited two weeks before checking the website only to find that the information is still inaccurate.
I also viewed the statement (09-28-2015) that [redacted] said had been allocated correctly and found that, not only was my payment not allocated correctly, but that I had over $300 in "Unpaid Interest and Unpaid Fees". My usual total for this section of my bill is less than $25. I don't understand how this is possible considering Navient has been automatically withdrawing my payment from my checking account every month the exact same way for over two years.
I would like to have this problem resolved before my next payment is withdrawn from my account.
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.
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,
mso-hansi-theme-font: minor-latin;">A representative
from the Office of Customer Advocate contacted the customer by telephone
on May 27, 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.
Please review the attached check I received in the mail from Navient. This is for a different amount than I am owed and was for an overpayment supposedly made on a different date than the one in question. I don't want to cash this check and find out it was sent in error. Additionally, my account is currently still open on Navient.com saying a balance of $0.00, instead of showing all the loans have been paid off in full.
Regards,
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.
A representative from the Office of Customer Advocate contacted the customer by telephone on December 4, 2014 and resolved the issue with the customer.
I updated my bank account information in early September 2016. I received a confirmation email stating that my account was set up for auto-pay and that my account would be debited in late October 2016. I called customer service to verify that this date was correct. I was assured by a representative that my auto-draft would draft in September since I caught it almost three weeks before the billing date and that it typically takes 7-10 days to go into effect.
In October I received multiple calls daily from Navient stating that I was late on my September payment. I was also charged a late fee. I checked my account online and it showed my account was logged for auto-pay. I called customer service again and was told that they were uncertain as to why my payment was not drafted and assured me that it would auto-draft for my October payment.
In November I received multiple calls daily from the company, again telling me that I was late on a payment. Again, I was assessed a late fee. I called again and asked to speak to a supervisor because I attempted to resolve this issue multiple times. I was placed on hold multiple times and had to demand to speak to a supervisor. I was then placed on hold for approximately 15 minutes. The supervisor told me that my auto-pay application was never confirmed. I asked the agent if they could assist me in making the auto-pay set up go through and I was told that they could walk me through how to do it online. I was then told that I could only get a confirmation that I was enrolled in auto-pay if I requested my loans be put in forbearance. Only then could I get a confirmation for auto-pay. I then requested that the supervisor send me a confirmation of enrollment, such as a screen shot and I was told that he could not send me an email of confirmation, but that one would be generated and send out within 24 hours. I still have not received a confirmation email on my auto-pay for the second enrollment. When I asked the supervisor what steps I needed to take if my next payment was not auto-drafted I was told that I would need to submit a paper application. I asked him if I would receive a call or paper confirmation that my paper application was received and processed and he said that I would receive an email. When I explained that I either get emails and nothing has actually been done or I don't receive the email at all he said that was the only solution he could offer.
When I asked for my late fee to be removed I was told that my payment would have to process and then I could request the late fee to be removed. I asked if it was considered part of their customer service to monitor my account and remove it since I have spent countless hours on the phone to remedy this situation and was told that it would be monitored but that I would need to call back and confirm.
Navient is now the third servicer for my student loans and they are by far the worst in terms of customer service. Their website is difficult to use, their automated system send the customer in a void of phone menus, and the agents and supervisors seem inconvenienced by requests for help. Worst customer service I have had in years.
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.
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.
The company mailed copies of supposed notices that were mailed to me, yet I never received any of the notices that say a payment is due. The only notices I received were "bankruptcy cannot discharge student loans." I never received an actual bill, statement, anything saying a payment was due, not even a phone call saying my account was past due after my 5/23/16 attempt to set up payment arrangements. My consigners also concur that they never received anything by mail or a phone call. The papers that were sent to me do not prove that these were sent to me or my consigners. The company is making every effort to dodge taking accountability for their mistakes.
Regards,
[redacted]