Date Received: 2019-01-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: NAVIENT Courtesy Loan Forbearance due to Defense to Repayment investigation is not being applied. Navient continues to insist the Department of Education has not contacted Navient for a courtesy Forbearance although I have verified with the DoE and FSAO via FSA Borrower Defense Application : XXXX Navient will not acknowledge this Borrower defense and continues to put me on extended holds ( 45+ minutes - 90 minutes ) then transfers again for no reason.
Company Response:
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I recently refinanced my student loans, both federal and private that were serviced by Navient, with XXXX XXXX. An EFT was sent from XXXX XXXX for a Total of $XXXX on XX/XX/2018 to Navient. They applied $XXXX toward the Stafford loan but nothing was applied to the two private loans with the company (Navient). No one can tell me where the funds were applied. When I contacted Navient about this, the first representative told me that there was no way that I was able to refinance my personal loans with another company because no one does that. He advised I contact that loan company. I told him I would and that he was most certainly incorrect about all this. I contacted the company that did refinance my student loans, XXXX XXXX, and they verified that they did indeed refinance the loans and send the payment via EFT on XX/XX/2018. I called Navient back and kept the representative from XXXX on the phone with me in order to stop having to call back and forth with each company. I disclosed to the representative at Navient that I had a representative from XXXX XXXX on the phone as well. Both representatives disclosed that they would be recorded and I verified that it was ok for them to discuss my loan information with each other. Once the representative from Navient was told that the call would be recorded, he had to decline interacting with the representative from XXXX XXXX. I had to disconnect my call with the XXXX XXXX representative. The representative from Navient asked that I contact XXXX XXXX to get a copy of the EFT or front and back copy of the check that was sent to Navient so that they could investigate where the money had gone. I was to upload these documents to my account and they would find out in a few days to weeks. Meanwhile, I am still accruing 12% interest on these private loans. He assured me that all charges would be backdated to when the EFT was received. I questioned this statement. Did he mean XX/XX/2018 or when they find where the mistake was made? I was told when the EFT was received. No clear date was verified. I stated to him that it is funny how a Federal loan was paid in full but the two personal loans that are owned by Navient were not. I called XXXX XXXX, again, and they cannot send me a copy of the EFT due to private banking information. I understood. They also assured me that they have a representative who is working to contact Navient about where the money is and getting it applied to the correct account. I don't understand how Navient can apply one loan correctly and not the others (that they profit from). I understand that both financial institutions are working on this matter. Navient has been very uncooperative and has really make this more complicated and frustrating than it needs to be. It is my hope that this is resolved quickly so that I no longer have to deal with Navient again. They make any process in dealing with them over-complicated and frustrating for the consumer. The past 13 years that I have had to deal with them has been beyond aggravating; from having due dates messed up, causing a late payment, to being forced into a forbearance (still had to pay for to apply for it) when I was XXXX. Today was just another hiccup in a series of issues I have had with this company over the years.
Company Response:
State: TX
Zip: 76544
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2018, I contacted Navient to make automatic payments- I gave them the correct bank account number but the customer rep did not repeat it back to me. Apparently they got the wrong account number and didnt get to process the payment. In XXXX they reported my account as delinquent to the credit bureau which affected my credit score. They said they would look into the previous phone call but have not contacted me and its been almost a month. They offered no other solutions to help fix the wrong credit reporting they did. Please help.
Company Response:
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: They are saying I owe XXXX I loans for school more than ten years ago. I was only enrolled for 1 year and it was part time. There is no way I owe XXXX
Company Response:
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I began classes in XXXX of 2008 at XXXX years old. As an employee of one of the largest telecommunications companies in the country with XXXX XXXX. A college degree, an opportunity for advancement to better my skills to help support my family. I am currently XXXX and work for the second largest XXXX company in the country XXXX XXXX XXXX. As a father of XXXX with my oldest being my XXXX year old son who is attending college courses himself. Have never been offered anything other than forbearance on my student loans managed by Navient formerly Sallie Mae. Under some of the original stipulations for loan forgiveness working on the maritime project and install and service high speed Internet. All of the information I received was faults I currently owe over {$44000.00} having never received a degree or been inside of the classroom as every course I took was online.
Company Response:
State: MI
Zip: 49203
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I got my loan through Sallie Mae, it was then bought by Navient. I paid my loans out. I received a letter saying it was paid. Done. Then two years later, Navient sent me two letters saying I still owe {$500.00} after interest. I paid my loan off. Now theyre claiming I still owe.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I currently have 5 direct loans serviced through Navient. I recently paid 2 of my 5 loans off. When paying the loan online, Navient quoted one price but it turned out that the loan was actually a lesser amount due. I over paid the amount owed, and realized I had over paid the loan 2 weeks after the payment was made. I contacted Navient in regard to this situation, and requested a refund for the over payment amount. Navient responded with an apology for their system not catching the error and submitted a request to their refunds department. On XX/XX/XXXX, I was told that a check had been cut and sent to my address. Around XX/XX/XXXX I noticed I had not received anything in the mail and followed up with Navient. Navient then told me the process takes about 3-4 weeks to receive the check in the mail. I made them aware that time period was closely approaching and I would wait for my check to come as that 4th week approached. On XX/XX/XXXX, I called Navient again, they told me they hadn't sent the check the first time that it was actually sent XX/XX/XXXX. I would then again have to wait 4-6 weeks for my check to arrive and that it was no fault of theirs but the U.S. Treasury 's and there was nothing they could do to expedite my payment. On XX/XX/XXXX, I called once again, and I was told they didn't know what happened to my check but I should get it whenever it arrives and the U.S Treasury is the hold up. I then spoke with a manager and he was able to cancel the check and offer to put the funds directly in my account. I agreed. The manager then cancelled the check then told me to expect to wait another 6 weeks, as I would have to go through the waiting process all over again, because a different form of payment was being processed. I angrily asked, " Why he didn't explain this to me before he cancelled the other check?? '' He had nothing to say. I called again today and was given the same run around. He even went as far as to say, " Maybe we already paid you, and you just forgot.. '' The agent used the same script as the other agents and nothing is being done to refund my money. This isn't right and I feel this should be looked into. Granted the over payment money may not be much to most people, I work very hard for every penny I have and people shouldn't be treated like this. Any assistance would be greatly appreciated. Thank you. Step 4 : What company is this complaint about? Step 5 : Who are the people involved?
Company Response:
State: AZ
Zip: 85138
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Called Navient on XX/XX/XXXX for two ( 2 ) closed student loan account that were consolidated and accounts should not be on my credit report because the credit bureau ( XXXX ) said that the accounts does not have verified date of the first late for them to remove the account. The account shows XX/XX/XXXX current and XX/XX/XXXX 90 days late instead of 30. The lady I spoke with on XXXX said that my actual first late was in XX/XX/XXXX which is not showing on my credit report and account is over seven years from the first late on both account and should not be on my credit report. The lady said that I should receive a letter showing my first late on the accounts in 7 to 10 business days because the can not email it. I never received any mail so I call XX/XX/XXXX spoke with a guy on the phone and explained my situation he said give him a moment and left me on the phone for 45min hold and never came back on the phone.
Company Response:
State: GA
Zip: 30344
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Navient, which now services Sallie Mae 's old loans, has denied my requests for public service loan forgiveness. I have worked in XXXX XXXX for 13 years ( over the 10 years required for forgiveness ) and have made well over the qualifying 120 payments on my loan. My loans were consolidated by the lender which no longer make them a qualifying loan type under this program. Had I known this before I would have never allowed them to consolidate my loans. Part, or all, of my student loans should be eligible for forgiveness. The PSLF program is a complete scam. I worked to pay down my loan over the last 13 years only to find out when I applied for this program that I am not eligible. There was no guidance on the part of the lender and, conversely, they placed me into a consolidated product that rendered all of my loans ineligible for forgiveness.
Company Response:
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: My complaint is about Navient. I am a resident physician who took out money for medical school. I am now a second-year resident so this is my second year paying on the loan. I have to be on an income-based repayment plan because my income ( ~ $ XXXX ) can not possibly make the payment on my > {$200000.00} student loan. As a result of being on the income-based repayment plan, Navient forces me to re-demonstrate my income every year to re-qualify. In order to accomplish this re-demonstration ( which is a useless exercise anyway because my income barely increases annually and that number is set years ahead of time for all residency programs and it is published online ), they sent a single non-descript email on XX/XX/2018. The email does not include any indication that it might contain such a re-authorization requirement. I have attached the email with my information redacted. In order to receive the contents of the email we are required to follow the link, login, and click on a pdf link that may or may not be the most recent message ; that is easy to overlook when you get 50 emails, this one contains nothing but a link, and there is no way to tell which message on the Navient website this email is connected to. BTW, I have four post-graduate college degrees and this is not straightforward. Of note, Navient does not include additional reminders. They do not include an email saying anything relevant at all. In fact, all Navient emails are essentially hidden until you conduct the separate login. Then, after that single email, they emailed me in XX/XX/XXXX to say that my payment would be increasing to {$2600.00} a month. Obviously, I can not afford that while I make {$50000.00} a year. They do give me the chance to fix the problem by going back on the income-based plan. I submitted all of the information to get back to the same income-based repayment program I was previously that is currently pending. However, despite staying on the same payment plan and having no lapses in my payments, Navient capitalized my interest. Apparently, that is their policy. If people do not re-authorize their loan in a pre-specified window of time, Navient capitalizes their interest. In my case, that capitalization was approximately {$6000.00}. So now I am getting compounded interest around 6 % on another {$6000.00}. In other words, I get to pay an extra {$30.00} a month for the duration of my loan. All because I missed a single non-descript email. I am wondering what the value of such a policy for the government that I borrowed money from? That is, why would Navient be allowed to steal a huge amount of money due to missing an arbitrary re-authorization date despite staying on the exact same repayment plan. It seems like a scam. We are basically borrowing money from our own government and Navient is being allowed to skim money off the top.
Company Response:
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A