Navient Solutions, LLC.

2018-11-20

MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have been making over payments to my student loans. When submitting the over payment I direct Navient to apply the over payment to my unsubsdised portion of my consolidated loan. Dispite my clear direction and having called twice to address the issue all over payment continue to ignore my direction and split the payment between both the subsidized and unsubidized loans. I plan on attendeding grad school and when the subsidized portion will stop accruing interest so this behavior is actively increasing the cost of borrowing. During my most recent payment I took screen shots of my payment during the process and it shows until it is applied it is only payin one loan once revived they split it.
Company Response: Closed with explanation

Timely Response

2018-11-20

Syringa, VA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: Navient has been terrible about providing accurate and timely information. Neither myself or the cosigners are ever notified of status changes of the loans or payment changes, therefore late fees incur alongside other unnecessary fees. Customer service is often not helpful and provides varying information between the cosigners and myself when contacted. I honestly feel that I know nothing about my loan because of the lack of information provided. I don't get mail from Navient and seldom receive emails. I do not even receive confirmation when I call to address errors or issues. I feel that I am being taken advantage of.
Company Response: Closed with explanation

Timely Response

2018-11-20

Dupont, IN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Navient collection agency has been sending extremely important emails to an out dated email adress that I had removed from my account back in XX/XX/XXXX. I had just gotten my student loans out of default. It was then transferred over to Navient. I updated all my contact information including email, address, and phone number. It was then I was told that there was a grace period while they figured out how much my monthly payments would be. Well XX/XX/XXXX comes around and I still hadn't gotten any form of communication from them. I try to login to their website and naturally forget my information so I recover it and receive emails on my updated email address. When I get on it turns out I'm 4 months behind and have had payments due since XX/XX/XXXX. I was shocked and confused so I log on to my old email address, I don't use anymore, and sure enough they'd been sending all the payment due emails to that even though that email isnt even on my account anymore. Still as of today, XX/XX/18, they are sending all of the important emails to that account. I've been working really hard to get my finances under control and get my credit score up and feel like this is a sneaky tactic to try and keep me in debt to them.
Company Response: Closed with explanation

Timely Response

2018-11-20

Laurel, MD

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-11-20

MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I sent this complain to XXXX XXXX at XXXX XXXX XXXX and I was referred to you. Back on XX/XX/2018 I sent an electronic final payment of {$3000.00} to Navient via my bank 's bill pay option. When adding this payer to my bill pay, I added it as Navient, and the company was automatically recognized by the bank so I did not have to manually add the address.That is where the nightmare began. I checked my account about a week later, just to see my balance had not changed, and I had a payment due. I made the payment and just figured with the XXXX XXXX holiday maybe it would take a little longer to clear. Unbeknownst to me, the address that was added was The Education of Navient, and not Navient. I called Navient and explained my concern and was told by a Education of Navient representative on XX/XX/2018 that they are aware of misdirected check and the funds have been reissued to my bank, and it should take 5-7 days. After another week, the funds were still not returned. I called back again and by chance talked to the same person and he apologized for misinforming me and that the process would take 4-6 weeks. Although I was not happy with the news, there was not much I could do, other than to continue to wait. After multiple calls after the 6 weeks had past I was then informed that the check went from the Education of Navient to the Treasury Department. The Treasury Department cashed the check, and The Treasury Department will be issuing another check to the bank. I have spoke to and visited my bank and they are also on the look-out for the funds. There is nothing the bank can do because it was a electronic check. In the meantime, I have sent 2 more checks to Navient, directly to their site to get this loan paid off. It has been 12 weeks now and I do not have the {$3000.00} that was sent electronically to the wrong address and continue to wait.I would greatly appreciate any help that you could offer. I have all the supporting documentation needed.
Company Response: Closed with explanation

Timely Response

2018-11-20

Buck, PA

Communication tactics

Debt collection: Federal student loan debt

Frequent or repeated calls
Complaint: Navient Loan Servicing is contacting me daily via my personal phone number, my work phone number, my brother through phone, my personal postal mail, postal mail to my work, and my brother 's postal mail in order to collect a debt. In XXXX of 2018, I received mail correspondence stating that if I made 3 payments in the amount of {$60.00} for 3 months in a row, my account would be considered up-to-date. I made the 3 payments and the calls and letters still continue. They called my work phone number on XX/XX/18 wanting me to verify my social security information which I refused to do ( I do not have the privacy to give that information out over the phone at work, plus they should have that information if they are trying to contact me so much, even after I'm doing what they are stating that I should do in their letters to bring my account current. ) I am tired of being harrassed by them for following the requirements set forth in their correspondence with me regarding this matter.
Company Response: Closed with explanation

Timely Response

2018-11-20

Mission Viejo, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Company Response: Closed with explanation

Timely Response

2018-11-20

Took or threatened to take negative or legal action

Debt collection: Private student loan debt

Seized or attempted to seize your property
Complaint: XX/XX/XXXX To : Navient Cc : EU courts In response to your E-correspondence # XXXX, XXXX, XXXX and " 5.Lender 3 rejection.pdf '', I request that you put this loan in extended forbearance to give EU courts time to handle this case. The extension of three months is not enough time and, as you, yourself, stated before, the XXXX University XXXX XXXX ( XXXX ) lost its U.S. accreditation in XXXX. As of XXXX, MUL is not on the list of approved schools ( see the XXXX list ). Hence, the deferment option is not possible. In this letter, I want to also shed some light on the U.S. student financial aid system for EU courts. You wrote on XX/XX/XXXX : " We are not able to respond to any information or guidance provided by a customer 's school, financial aid advisor or other financial advisor. '' and then you argued that the student and its co-signer are responsible no matter what. For this loan to be processed and approved, by Sallie Mae Bank ( represented by Navient ), the signature of the school was required on a document called " loan certification ''. This flaw in the system allowed the school to demand, mis-guide and force the student to inevitably select Sallie Mae Bank. Although Sallie Mae XXXXNavient repeatedly claimed that they had no role, it is not credible. I and other students did prefer and did request for the better options delineated in your letter dated XX/XX/XXXX. Since it was only the school that could make the final decision, Sallie Mae Bank was the only option. It appeared that Sallie Mae Bank had signed an exclusive strategic deal with XXXX, which in turn was used to pressure students to buy this loan or face expulsion from the school. As for your reports sent to U.S. Credit Reporting Agencies, to threaten me and the co-signer, they are invalid, as this transaction happened outside of U.S. Territories, as per responses from the Consumer Financial Protection Bureau in the USA. Regards XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-11-20

Mountain View, OK

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: Loan was made in XX/XX/2008 for {$8200.00} current balance is {$8500.00} we make the payments every month {$100.00} it seems that it will never be payed off. the interest rate is 11.75 % variable
Company Response: Closed with explanation

Timely Response

2018-11-20

Surprise, AZ

Struggling to repay your loan

Student loan: Private student loan

Can't temporarily delay making payments
Complaint: I am co signer for my daughter student loan, we have completed forbearance and deferment and they have sold the loan a total of 5 times to different collection agencies. I am XXXX years old and can not pay this. they have harassed me calling me all hours of the night and day. I have sent correspondence to cease and desist and they still call
Company Response: Closed with explanation

Timely Response

2018-11-20

Omaha, NE

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2018-11-20

PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have called Navient several times to resolve this issue but can not get to a real person to discuss this and keep getting advised by an automated system that I owe {$0.00} ( even though money is being taken out of my bank account monthly to pay them off ). I have recently switched my primary bank account to another bank, and with this have been trying to close my previous account. However I fear that I can not as I tried to contact Navient to have my auto-draft payments come from my new bank account so I can close the old one out. There is no option on their website to do this, nor has anyone been able to do this on the phone. This doesn't seem legal at all and should allow an option to change your bank account if need be. I'm infuriated with Navient for this as well as their lack of documentation on loan details, but this shouldn't be allowed to go on without consequence or resolution. Thank you.
Company Response: Closed with explanation

Timely Response

2018-11-20

NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: XXXX XXXX I have received my request for ICR and my three loans interest individually are 6.840 7.000 6.310 so that means it should be 6.716 or rounded 6.72 % which we discussed on the phone. The letters said that it will be 6.75 % which is clearly not the correct Interest rate, I mean a XXXX year old can do that math. MEANWHILE they said I could not do this until I was out of my grace period so I have to be in a forbearance until XXXX for approval. I will be accruing interest during this time. With the lawsuit against Navient I just have absolutely no trust in them at all and every time I call I feel like I am being lied to.
Company Response: Closed with explanation

Timely Response

2018-11-20

Chester, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2018-11-20

Chicago, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have emailed them and received an reply on XX/XX/XXXX stating that they can't help. I am in school and trying to make payments through my bank automatically. They keep applying them to my closed loans ( Fully Paid ) and not my current loans. So in turn I am being charged more money on the compounding interest when my payment is being set into an account with XXXX balance instead of the account with an balance. This is completely unfair as a consumer doing my best to pay off my loans and not be in debt they are taking more and more money because their " system '' is mis-categorizing my payments. They said that I need to email them every few months and they will transfer the money, that will leave a few months of interest compounding on more interest which leads me to being charged more money.
Company Response: Closed with explanation

Timely Response

2018-11-19

Las Vegas, NV

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: XXXX has been non-compliant with removing the unverified account NAVIENT which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that NAVIENT was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response: Closed with explanation

Timely Response

2018-11-19

Jacksonville, FL

Incorrect information on your report

Student loan: Federal student loan servicing

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2018-11-19

OK

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: I had approximately {$26000.00} in loans from various companies when I finished school. I quickly decided to consolidate, I notified all of the companies. I had no problems until I discovered that everything was transferred to XXXX but around {$2500.00} was somehow left with NAVIENT. NAVIENT reported me as late. I have maintained a near perfect credit score all of my life but what was a in the 780s range is now in the 560s range. NAVIENT will not help my although I have mailed in every possible document, I have email them many time and spent hours on the phone. I have spoken with the Department of the Customer Advocate many times. All I get told is that there is nothing they can do. I have spent countless house researching what went wrong and I admit that I did make a few mistakes during the consolidation process but at this point I feel that NAVIENT is simply unwilling to review this mishap or take into consideration that I have never had a late or missed payment in my life which is why my credit score was almost perfect. NAVIENT can not send a letter detailing conversations and say they consider the matter closed and expect this to go away.
Company Response: Closed with explanation

Timely Response

2018-11-19

Wdbg, VA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2018-11-19

Key Biscayne, FL

Incorrect information on your report

Student loan: Private student loan

Information belongs to someone else
Complaint: I completed the Fraud paperwork mailed to me by Navient, obtained a police report and gave a detailed letter as to what I believed happened and how XXXX was able to get access to my social security number and other personal information. They received my completed packet called XXXX XXXX, the representative for Navient said the case is closed as they called XXXX asked if she had permission to use my personal information for the purpose of the loan, they stated she confirmed I did give her permission to place me on the loan as a cosigner and they then closed my case.
Company Response: Closed with explanation

Timely Response

2018-11-19

Fresno, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I owe. Approximately XXXX on my loans. I was told it had a fixed interest rate. This has not been the case. Navient bought my loans a few years ago and I have requested a few times a copy of my MPN. I have not received it and don't believe I have been heard by Navient about my complaints Also, I was unemployed a couple years ago and tried to do a deferment and although I qualified by ever requirement I was told my only option was a forebarence which has significantly increased my loan amount. This has not been resolved and Navient has hounded me about my payments and offer no information I have requested. I want to understand why they wouldn't let me go into deferment. I want to know why my interest rate continuously changes and what's can do to get ride of Navient as my provider as I believe they don't have my MPN and that why I'm not getting a copy. I believe that I was unlawfully forced into a forebarence when I qualified for a deferment. Tons of issues and no help from my provider. Please assist
Company Response: Closed with explanation

Timely Response

2018-11-19

OH

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: Navient per say is not the problem, they are adequately handling the loan in my opinion. My problem is that Im still in school. Im pursuing a federally funded XXXX/XXXX degree at A public university and after 5 years of deferment I am no longer allowed to defer repayment. This is a large burden because I only make a XXXX student salary of approximately $ XXXX/month and the payment they are asking for is more than {$800.00}. I feel their should be federal protection for students pursuing a federally funded higher degree program to allow them to defer student loan payments until residency even if they are private. I feel in a way I am being punished for pursuing a combined degree simply because it takes 8 years to obtain as opposed to a traditional XXXX only program which takes 4 years. Is there any legislation that protects students like me earning higher degrees from private student loan conditions? Thank you.
Company Response: Closed with explanation

Timely Response

2018-11-19

Anaheim, CA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: I have called the company several times and the people I spoke with raise their voices at me and refuse to offer any type of repayment option that I can afford or let alone anything other than a large unreasonable repayment at a outrageous interest rate. They advise I should fall behind on other creditors in order to pay them. I was previously on a rate reduction program and paid just fine for many years, when asked to keep my current payments the same, I was told I could not and they must be increased significantly. I was also told that I am utilizing my credit and therefore they can't work with me but after taking a run down of my finances, they advised they were aware I could not afford more. I advised that I had been using my credit cards in order to make their payment but that is not good enough, they want more money. I also advised at the time that I was XXXX and going on XXXX due to XXXX XXXX XXXX, which will also decrease my wages and ultimately incur more monthly expenses. I was told by the rep that didn't care and that doesn't matter to them. The interest rates are significantly high and even though I have paid for many years, the company refuses to reduce my interest rate or payment. I also received a letter stating to call and I would be offered multiple repayment options, including settlement. When I called the number on the letter, I was not offered one repayment option other than {$400.00} a month, which I advised was impossible. The rep on the phone then said why should we work with you if can pay all your other creditors, I advised that I had offered to pay a more reasonable amount and the rep claimed that was not good enough and that they will not work with me and if I don't pay, they will sue me! No offer of these plans as stated in the letter I received and they continue to harass me with multiple phone calls daily with no messages left and oftentimes multiple calls back to back.
Company Response: Closed with explanation

Timely Response

2018-11-19

Tarzana, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I submitted documentation to Navient for the recertification of my Income Based Repayment plan ( IBR ) on XX/XX/2018. When Navient received this information they miscalculated my payment and charged me too much. Before realizing the payment was incorrect, I made the requested incorrect payment amount of {$250.00} on XX/XX/18 and again on XX/XX/18. I then realized the payment was incorrectly calculated, and on XX/XX/18 I called Navient to have it corrected. I spoke to XXXX - XXXX, who agreed that the payment had been calculated incorrectly. Recalculated the payment for me and estimated that the new payment would be around {$140.00} and would be fixed by my next payment due XX/XX/18. She also said that because it was Navients mistake, I would either receive a refund for the overpaid amount or I could credit it to my current payment, whichever I preferred. I stated that I would like it credited to my current payment. She said this would be completed within 7-10 business days. She apologized twice for Navients mistake and showed appreciation that I kept a close eye on my account. She was very kind and helpful. On XX/XX/18 the account had not been credited the overpayment towards the current payment. The new and correct IBR payment of {$170.00} had been calculated and now reflected on the account, but not the credit for the overpayment amount. I called Navient and spoke with XXXX XXXX who said there was a late fee on the account, however no late payment was ever made. She submitted a request to remove the late fees as well as again requested to apply the overpayment to the current balance. The difference between the {$250.00} that I paid in XXXX and again in XXXX and the {$170.00} that I should have paid based on the correct calculation of my IBR was then {$79.00} per month for a total of {$150.00}. We discussed this, and she assured me that the {$150.00} would be applied to my current amount due by XX/XX/18 at which time I would owe {$16.00}. She was helpful and professional in her interaction. On XX/XX/18 the account had still not been credited that overpayment amount to the current payment due, so I called again and spoke to XXXX XXXX who said that late fees totaling {$37.00} were refunded and insisted that there was no other money that Navient was to pay me. She was very unhelpful and unable to understand my explanation of the concerns that I had, she was unprofessional and frustrating to talk with. I requested to speak to a supervisor and was transferred to XXXX XXXX. I explained the situation, as well as what I had been told as described above, and he said that Navient does not have a policy of backdating mistaken calculations of payments on accounts, and I would not receive a credit toward my current payment for the overpaid amount. I was very frustrated and he was not polite or helpful and treated me poorly. At this point my concerns are twofold. First, this is Navients mistake. One that their representatives agreed to and apologized for on multiple occasions while making it clear that they would remedy the mistake in a specific way they would credit the difference between the overpayments and the correct payments ( for a total of {$150.00} ) to my current payment due on XX/XX/18. They did not do this and are now refusing. This is poor customer service, poor business practice, an outright misrepresentation, and unethical not to remedy their mistakes as they have committed to do so. It is also unacceptable not to be willing to remedy their mistake at all, stating it is not our policy. Their mistake should not cost me {$150.00} that I can not get back. Second, the IBR is a federally directed program with a very fixed means of calculation that is not novel to Navients experience. There is no reason this should have been miscalculated. My understanding from reading online is that Navient has a history of overcharging and mischarging consumers in this manner in order to take more money than they are owed. I am deeply concerned for other borrowers who may not have the time, means, or understanding to make sure that they are being charged correctly by this company. In the past 15 years I have had repeated problems with this loan servicer not charging as they should. Again, this is an unethical and unacceptable practice.
Company Response: Closed with explanation

Timely Response

2018-11-18

MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have now, for 4 months in a row, had the exact same conversation via the phone for how to specifically handle my payment, and for 4 months in a row Navient has botched it. This month, not only did they handle it improperly, but they increased the minimum payment terms of my loan, without my consent, and then withdrew an amount for autopay BELOW that amount, cause a " missed payment '' alert which I had to handle myself. I have yet to be advised on whether it was reported to the credit bureau 's or no, which would make this problem bigger than it already is. In XXXX, I wanted to increase the payments on my two loans to {$220.00} - with {$150.00} going to loan number 2 and the remainder ( {$77.00} ) going to loan 1. I called Navient, and during this first conversation, I was assured new payment structure was taken care of. That month 's payment date passed, and my auto-payment had not changed, so I called again. During the second conversation, in XXXX, the woman I spoke with informed me she couldn't understand what the other representative had done, and she had no record of the increase being requested. Furthermore, it appeared that my minimum payment was not set to what I was currently paying, which was not the case the month prior. I had been paying more than the minimum amount up until this point. She says she's unable to reset this minimum payment amount, as she isn't authorized to do so. The following month, XXXX, the amount of {$150.00} was withdrawn from my account and split evenly between both loans. I called, again, and explained this was wrong, again, and the representative again informed me the change would be applied. No change happened in XXXX, and so, I called AGAIN to discuss this issue. Additionally, at some point in the process, Navient began reporting the same loan TWICE to the credit bureaus, using identical loan numbers but one loan having additional digits at the end, so now I have a duplicate loan showing up on my credit report. I discuss this issue while on the phone. I'm told by Navient this is the credit bureau 's fault, but I know that can't be the case because I'd already spoken with all 3 of them and they informed me they're simply posting the reporting they are receiving. 2 bureau 's are receiving one loan ID and the other bureau is receiving another ID, so these loans show up in all credit reporting as different loans. These duplicate reports originated with Navient. During this phonecall, we walk through the history of the process to this point, detail exactly how I'd like my payment to be distributed, and exactly how I'd want auto pay set up. The representative assures me this time we're set up correctly, says she'll put a rush on it to get it applied before next payment, and apologizes for the issues I've experienced. This month, XXXX, Navient somehow increased the MINIMUM amount of my loan payment in my loan terms again, now to XXXX, withdrew the PREVIOUS INCORRECT AMOUNT of {$150.00} for auto payment, and emailed ME saying they haven't received payment. They payed XXXX to one loan and NOTHING to the other loan, so I had to log in today and take care of it myself when I received a notice of missed payment. To recap, my minimum payment was increased twice without my knowledge, but auto pay was never allocated correctly, so I'm now paying LESS than a minimum payment which is 4 times higher than what it was when I initially set out to get my payments changed. I'm now in the midst of figuring out if they reported a missed payment to my credit history. I have no idea what recourse I have, but I hope this can be useful somehow, to someone. Please advise if you are aware of any next steps I can take. Thanks a lot for your time, XXXX
Company Response: Closed with explanation

Timely Response