Date Received: 2020-04-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Navient intentionally obfuscates the " email us '' option on their website. When you click " email us '' you are brought to another page with a written list of instructions on how to get to the email form rather than a direct link ( a tactic to reduce the number of emails received ). Navient does not offer webchat or email assistance ( although as one of the most dominant loan services in the country, they are more than capable of doing this securely as other financial institutions do ). They direct every inquiry to their toll-free number regardless of how it was received. They do not allow customers to record conversations and thereby ban us from having any proof of what was communicated. I felt deceived and bullied into making hasty decisions, and last year, I refused to have ethereal telephone communications about the financial options and the unaffordable rates and fees on my account. Because of the intentional limits of communication options available, I have been forced to go into default on the private student loans, which are on my account. I believe that all of this deception, limitation of communication options, and obfuscation of information is unethical and preys on the most vulnerable students. I have reached out to Navient via the " email us '' option on their site several times over the past year and have only received a message asking for a phone call each time. Because I will not call, I can not collect information about making alternative payment arrangements. These deceptive practices need to stop.
Company Response:
State: CA
Zip: 95032
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been trying to receive help with my student loan payments. The company, Navient, will not respond to my requests for help with anything other than, " Call us. '' They will provide me no options and no information, not even my current loan payment amount. They changed my payment amount without me knowing about it, and now they're reporting me late on my credit report despite me providing them with payments every month for almost 10 years. I requested help via email and via their online form on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( 3 times ), XX/XX/XXXX, XX/XX/XXXX ( 3 times XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( twice ), XX/XX/XXXX, XX/XX/XXXX ( twice ). That is 28 times I have contacted them and asked for help and they have not responded with anything else other than " call us. '' I have made offers to fix my payments, I have made requests for the correct payment amount, I have made requests for forbearance. I have explained that I can not speak with them on the phone each time. I have continued to make regular payments to them every single month since XXXX. However, their only response has been " call us. '' They refuse to provide me any information at all via email or postal mail. I have responded each and every time they call and leave me a voice mail or they send me an email. I have repeatedly made offers with specific amounts in them to get this account current and I receive no response at all from this company. I can not call them, and they will not deal with me in any other way, so I have no recourse whatsoever. I even offered to completely get my account up to date if the company would simply tell me what my monthly payment amount would be. You might have guessed by now, their only response was, " Call us. ''
Company Response:
State: ID
Zip: 83501
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I am receiving repeated auto-dialer phone calls, sometimes as many as three times per day, from Navient Corporation concerning my student loan debt. I told them repeatedly I do not want to receive phone calls from them. The first time they called was on XX/XX/2020 at XXXX XXXX but I did not answer. I called back the number that called me ( XXXX ) XXXX and when they told me it was regarding my student loans I told the person I just got my first job after graduating from XXXX XXXX and I would pay the monthly payment I owed when I get my first paycheck on XX/XX/2020. Despite my telling themI would make the payment, and then later telling them not to call me anymore, they keep calling me from their various phone numbers using an auto-dialer system. I know they are using an auto-dialer because when I answer their calls there is a pause, then I hear the line ringing until one of their representatives picks up the call. Here is a list of the times Navient has called me, including after I told them not to call me anymore : XX/XX/2020 at XXXX XXXX from ( XXXX ) XXXX. I did not answer. XX/XX/2020 at XXXX XXXX I called the above number back and told the Navient representative I had just gotten a job and would be able to pay the amount I owed when I got my first paycheck on XX/XX/2020. I can not recall for sure if I asked them to stop calling me on this particular call ( It's possible I did not because I did not expect them to start harassing me nearly every day even though I told them I'd be sending a payment ). XX/XX/2020 at XXXX XXXX from ( XXXX ) XXXX. I did not answer but called back the number later and found it was a Navient phone number. XX/XX/2020 at XXXX XXXX from ( XXXX ) XXXX. I did not answer. XX/XX/2020 at XXXX XXXX from ( XXXX ) XXXX. I did not answer. XX/XX/2020 at XXXX XXXX from ( XXXX ) XXXX. I answered and told the person on the line I did not want Navient to ever call me again. XX/XX/2020 at XXXX XXXX ( just 2-1/2 hours later! ) from ( XXXX ) XXXX. I answered and again told the man on the line I did not want Navient to ever call me again. XX/XX/2020 at XXXX XXXX I received yet another call from ( XXXX ) XXXX. I did not answer and proceeded to block the number from my phone. XXXX at XXXX XXXX from ( XXXX ) XXXX. I did not answer but later called back the number and verified it is another Navient phone number. XX/XX/2020 at XXXX XXXX I received another call from ( XXXX ) XXXX and did not answer. XX/XX/2020 at XXXX XXXX I received another call from ( XXXX ) XXXX. I answered but after I answered their was a pause and then their auto-dialer system hung up on me. XX/XX/2020 at XXXX XXXX I received yet another call from ( XXXX ) XXXX. I answered and again to the Navient Representative that I had repeatedly asked them not to call me anymore. I asked him if the call was being reported and he said it was. I then asked him if I could record the call and he said I could not. I then stated my name and the last four digits of my Social Security number and said " I do not want to ever receive a telephone call from Navient again. '' I doubt they will stop harassing me. Oh my gosh! They just called me AGAIN while I was typing the previous sentence! At XXXX on today, XX/XX/2020 I received yet another call from ( XXXX ) XXXX. I spoke at length to a Navient Representative who identified himself as XXXX XXXX. I reiterated again that I would be paying the amount I owe ( it's less than {$100.00} ) after I get paid on XX/XX/XXXX. In my new job capacity I am a XXXX XXXX XXXX XXXX at a Hospital in XXXX in the midst of my Orientation ( Training ) period. I am taking care of Covid-19 patients who are critically ill in the XXXX XXXX XXXX. I can not turn my ringer off because I need to be available to my hospital 24/7. I am being woken up when I am trying to get a little sleep by these harassing phone calls and it is causing me to be drowsy at work ( I work 12.5 hour shifts ). This is literally endangering my patients ' lives.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX I was contacted by XXXX XXXX on behalf of Navient regarding my defaulted student loans. I was informed they had recently been given the account to try to collect on the money. They informed me payments had stopped in early XXXX with another company collecting on behalf on Navient. My co-signer had been making payments. She was informed that after 24 months of making payments, the account would be settled. This was obviously a false statement made on behalf of Navient. So now, I have set up payments to close this account out with XXXX XXXX. I made a {$6800.00} deposit and 3 payments of {$500.00}. They informed me that the co-signer would be removed within 7-10 business days but that has not happened. My last payment of {$500.00} is due on XX/XX/XXXX and thus should close the account out. However, looking at my credit report, it's already showing the student loans are closed out. Every time I call, I get different answers. On another note, I have a private student loan in good standing with Navient. The original balance was {$3500.00} and is now over {$8000.00}. After my numerous efforts to pay, I've had to go into a forbearance and now it's almost doubled. I'm not sure if anything can be done but I had no idea forbearance would double the cost of the private student loan.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I have been behind 1 payment and accruing late fees for the past year navient can only offer interest only for 6 months to lower payment I am already paying XXXX in interest and cant afford repayment plan so Im stuck paying late fees every month and cant catch up. The company deceived me in the past as they verbally denied me in the past since there was a co-signer. The company has no available options that entail submitting financials to review. How can they can do that?
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Navient has charged me excess student loan interest. I want to file a consumer dispute regarding this alleged claim. Please refer to the article below : XXXX XXXX XXXXXXXX
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The congress passed legislation that indicated no interest to be charged on federally secured student loans as of XX/XX/XXXX. I made my payment for my XX/XX/XXXX due payment and the history shows the same/similar amount of interest charged month over month for same amount paid. I have asked Navient to provide a breakdown of interest charged for the loan and they have responded but the response is very limited in information. My account number is XXXX and I have 3 loans with them all under the category of FFELP. I got my loans as federal subsidized student loans and the explanation provided is that my loans are not owned by the department of education. What does that mean? Have my loans been sold to a private entity? I will write my congressman and senators as this is not what I understood my loans to be backed by.
Company Response:
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Navient has been reporting incorrect information to my credit report.I was told that I was under forbearance in 2016 Navient instead reported me as 120 days late in 2016.It is incorrect information
Company Response:
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/20 I received notice from Navient that my loan has been refinanced and I never requested or was contacted about any refinance. I have been asking them to provide proof and to give me a copy of any document that I signed and of course they keep stating they will mail them to me but I have never received them. I was paying extra on this loan and it was paid ahead and very little interest remained on the old loan and now my interest costs are significantly higher.
Company Response:
State: OH
Zip: 435XX
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XXXX/Department Of education and Navient still reporting to my credit report as unpaid. These accounts were paid in full and reported as paid in full to all credit reporting agencies. I originally requested the original contract with my wet signature in exchange for the accounts to be paid in full. over the last year both companies have refused to provide the original contract thus refusing payment. A payment was made in full anyway XXXX of 2019 and reported as paid if full on my XXXX, XXXX and XXXX credit report. ( see reports below ) There was also two recorded calls with XXXX Manger and XXXX Manger confirming all student loan accounts along with XXXX XXXX and XXXX were also paid in full. ( see recording and reports below ) XXXX, XXXX, XXXX, Navient and XXXX XXXX/Department of education started to report the accounts that showed paid in full closed XXXX and XXXX of 2019 as not paid with the full balance due. These accounts are fraudulent being reported and I was never notified that they have updated or made the change to report the full balance again. Navient and XXXX XXXX has refused payment and never complied with my request even after payment was received and reported. Failure to notify me that these accounts will be added again with the full balance is a violation of my rights and I demand that my credit report show and reflect the payment that was made and not returned. There has been no response from Navient and XXXX XXXX has only sent statements but my original contract as requested. The credit agencies recently received detailed packets which included flashdrives with the recorded confirmation from their managers that these accounts were paid in full and closed. The full packet that was sent to all credit agencies was too large to load but can be provided with request.
Company Response:
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A