Date Received: 2018-11-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2018, I was notified of an auto payment to Navient being processed. This is an option that I selected to be enrolled for over a year. With this feature, I've had consistent payments for the life of the loan. The issue I am experiencing is an overcharge. They state that I manually set it to make a payment in addition to my monthly payment. The set auto pay amount is monthly repayments of {$50.00}. The overcharge was {$130.00}. I've called Navient and they have recommended I stop the transaction with my bank to remedy the situation since a refund may take 2.5- 3 weeks to process. I called my bank and they mentioned that I will have to pay a {$30.00} processing fee in order to stop a transaction. With this in mind, I am filing this complaint that Navient is making unauthorized transactions without my consent. They are overcharging me {$130.00} + Auto pay {$50.00} with a total of {$180.00} this month. I do not have any issues with the auto payment of {$50.00}. But it is not acceptable for them to state that I manually scheduled a payment of {$130.00} in addition with my auto-payment.
Company Response:
State: MI
Zip: 48220
Submitted Via: Web
Date Sent: 2018-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Today XX/XX/XXXX I recieved a call from XXXX XXXX. I explained I had previously asked to have a billing statement to show my correct balance remaining since I am under the impression my loan balance has not reduced and had stayed at XXXX for a few years now. The individual on the phone just demanded I pay and did not want to provide a itemized statement as i requested. I provided my email address and confirmed my home address. He said the statement had been sent and I had not recieved a current statement only letters of collection. Called navient customer service around XXXX XXXX XX/XX/2018. Was informed my email address was changed from XXXX to XXXX in XX/XX/XXXX. I also tried before the call to retrieve my user name and password and received the message stating that navient did not have me on file. Pic attached. I had even tried to re register and no information was found regarding my information.
Company Response:
State: CA
Zip: 92399
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: On XX/XX/2018 about XXXX XXXX my mother who is the co-signer on the loan contacted Navient and paid part of what was due. At that time the customer service agent told her that the loan would be brought to current and the next payment would not be due until XX/XX/XXXX. Since that time I have gotten 19 harassing phone calls and counting telling me that my loan is past due. I called yesterday ( XX/XX/18 ) at XXXX to ask why I was still being called, to which the customer service person told me that there was a note on the file and it was the case that the loan was brought to current but took some time to reflect that as it was paid on a Friday. I'm not sure what day it was paid on has to do with anything or why they can't see the note on file. After talking with them my mother and I have both received emails today ( XX/XX/18 ) saying the the loan is past due and to contact them immediately. I had previously received an email that said that my contact information may be outdated and to contact them, which was another ploy. My mother and I both feel we are being harassed about an issue that they have said was taken care of.
Company Response:
State: IA
Zip: 526XX
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have a student loans with navient dating back to XX/XX/XXXX-XX/XX/XXXX. thru most of the earlier years, I signed up for forbearance but around XX/XX/XXXX, i got act together and they put me on a payment arrangement based on income. Each year, my payments went up but still affordable until about XX/XX/XXXX or XX/XX/XXXX. On a sunny XXXX day, I log into my bank account to see that over {$900.00} was withdrawn from my account. My normal payments were approx $ XXXX/month. I called Navient and asked why and how to i get the money returned because I can't afford $ 900+/month. At this time, they said my only option was to pay the $ XXXX/month or go into forbearance AGAIN. I said that makes no sense, I'm telling you I can afford $ 300-ish per month and you will not work with me. So i took the forbearance for a few months to only get notified that I my payments would be greater than $ 900/month now due to the forbearance. Fast forward to today, and my loans are no with collection agencies. I'm working to clear up my credit and was simply going to pay off the loan - approx $ 12K, in full until I heard about the lawsuit against the company for misguiding borrowers. Now I don't know what to do. Do I qualify to be a part of the lawsuit? I am not a teacher or public servant. If i do quality, should I pay off the loan now OR do i wait?
Company Response:
State: PA
Zip: 19335
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been on the Revised Pay As You Earn plan with Navient for two years. For that entire time my monthly payments have not been enough to cover the monthly interest. My payments have never been applied to the principal and my accrued interest ( and total balance ) keep increasing. I was never made aware of the subsidy that is supposed to be automatically applied to help in this situation and just happened to come across information about when trying to figure what to do about my loans. I contacted Navient to try to understand what is going on, but their responses have just been to explain the subsidy, and they have not tried to look into or explain my specific situation.
Company Response:
State: MD
Zip: 21222
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I contacted Navient in XX/XX/XXXX about my student loan debt. I learned about a lawsuit against XXXX for fraudulent and misleading practices. The Navient representative told me they would investigate my claim, and suggested putting my loans in forbearance. I called Navient multiple times between XX/XX/XXXX and XX/XX/XXXX checking the status of my claim. The representatives would always tell me the investigation is under review. I would be reminded that the loans are in forbearance and the interest will continue. On XX/XX/XXXX, I spoke to XXXX XXXX a representative of Navient, she told me they were still investigating my claim. I asked how long does this investigation take, it has been 22 months? She said she did not have any other information to provide, and referred me to another department titled " Defense Repayment '' XXXX. I spoke to XXXX, she advised me the claim is under review, and the loans would remain in forbearance until XX/XX/XXXX. I asked her how long does this investigation take, she could not provide any additional information. I asked about the interest on the loans growing, she said the loans were still in forbearance where they continue to accrue interest, until a final decision is made. She did confirm the date I filed the claim was XX/XX/XXXX. I went online to see if there were any similar complaints against Navient, and found a lawsuit ( Illinois Attorney General XXXX XXXX ) against Navient for misleading practices. Navient claims they have been investigating my claim against XXXX for fraudulent and misleading practices, and now they are defrauding me. Navient will not give me any information about the investigation. They only tell me my student loans will remain in forbearance, and continue to gain interest.
Company Response:
State: TX
Zip: 77388
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I have Parent Plus loans for my daughter, who is still attending school at XXXX. After she enrolled for summer semester in XXXX, Navient didn't put the Parent Plus accounts in deferred status, even though her own loans with Navient went to deferment. I have a payment plan set up for my own loans, which I was paying the specific amount as agreed to in the loans and had been sending a note delegating how the accounts were to be paid with each automatic-electronic payment. After many calls and forwarding enrollment info since mid-XXXX, Navient would not defer the Parent Plus loans, even though I sent proof that the student was enrolled. The school was also contacted with this information to send to Navient, and showed the student 's own loans were in deferment with Navient. During the next 4 months, Navient automatically applied the payments I made to my separate loans due for a specific amount to the interest due on the Plus loans, even though I sent memos delegating payment, putting my loans in " late payment '' status. They had actually been doing this for about a year, even when the Parent Plus loans were in deferment and nothing was due, that's why I had been sending the memos delegating payment. After 7 months of having to call customer service and have my payments redirected to the loans that were actually due as agreed on through Navient, no one could give me a reason why money sent was not going to loans in repayment and instead were applied to INTEREST of loans not due. It took me nearly a year to be able to set up an income-based repayment for specific those amounts due and since XXXX, I have instead been specifically going on-line to Navient, com every month to make custom payments as to ensure my payment was going to the loan as specifically intended and set-up by Navient. If you set up automatic payments from your bank on-line with Navient directly, money is pulled from your account and applied at Navient 's discretion, at any time. I fought with Navient for about 4 months about the Parent Plus Loans not being in deferment, but nothing was done by Navient and now they will not remove this from my credit, which will now keep me from being able to consolidate these loans after the next tax season. I have made formal complaints to Navient directly over the past 4 years about their ongoing deception. I have made complaints to credit agencies, FSA and even contacted the XXXX about Navient 's unethical practices with no help. I have had NO problems credit or payment-wise with any other company except this one. I make payments in full up-front when offered, almost automatically- electronically through my bank and on time-every time. My credit proves that.
Company Response:
State: AZ
Zip: 85050
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: Navient continues to call me and my cosigner to pay the loan they claim is past due, even after it has been paid. I submitted the payment online and they do not check the system before calling. The agent tells me the system is automated. Navient calls and harasses me and my cosigner to make a payment. They are relentless and will not stop even when asked.
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The payment allocation system was well-balanced and effective, in my case. I mailed a monthly payment of {$75.00} which was 50 % higher than the {$49.00}, a previous minimum payment that appeared on several loan statements. This paid the monthly interest charges and an amount to the principal of each of my remaining three student loan amounts. However, Navient chose to make changes to their payment allocations that directly affected my account approximately XX/XX/XXXX. Now, even after making an adjustment by phone, my payment allocations are being applied in such a way that I am slowly accruing interest and principal on a subsidized account that has not received proper payment allocation since Navients XX/XX/XXXX changes. Subsequently, my statements now show a past due amount reflecting the exact balance increase of subsidized loan. Does this effect my credit, and if so, how? I requested this credit information in writing by phone with customer service agent XXXX on XX/XX/XXXX. He informed me I am twelve days past due even though they processed my payment of {$75.00} on XX/XX/XXXX. XXXX also informed me that I was reported to the credit bureaus two and a half years ago for being 90 days past due, which is impossible given that I have made monthly payments since the end of XXXX, approximately four years ago, which was before my repayment status began. I requested in writing all pertinent documents to this previous false delinquency report to the credit bureaus. Each loan statement provided by Navient includes an additional one sided page that reads, first to Unpaid Fees, then to Unpaid Interest, and then to Unpaid Principal. This is how they explain payment allocation in writing but in a previous customer service call in XX/XX/XXXX, I was told essentially the old payment allocation is no longer available. Even though the above quote is how they continue to explain allocation in print with each monthly statement, Navient still chose to make changes to my payment allocation, without my consent. Their changes were also without formal notice or explanation of options. I once took advantage of their instructions to include on a separate piece of paper included with your check the directions of how to apply a larger than usual overpayment. I still had to end up calling their customer service to reallocate the payment because they ignored the directions I gave on separate paper directly provided per their printed instructions. The loan statements provided by Navient are unnecessarily confusing with, at times, contradictory due dates. On my most recent loan statement, there is an amount and due date in the upper right corner, ( i.e. {$38.00} due XX/XX/XXXX ). There is a past due amount and pay by date to avoid late fees ( i.e. {$19.00}, XX/XX/XXXX ), which given mail times of their statement and how quickly they receive and process mailed payments, it is impossible to mail a payment and avoid a late fee upon receiving a printed monthly statement. It is further confusing because my last payment was not applied to the past due amount at all and the late fee to be assessed is {$0.00}. It is no wonder that a cursory internet search for Navient complaints shows several on-going lawsuits filed against Navient. Given I have good credit and I make above my minimum payments regularly, my student loan account is and should remain in good standing. I can only imagine what the needless stress and avoidable financial penalties are like for the myriad of other United States citizens that are struggling to make only their minimum payments.
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: On XX/XX/XXXX and XXXX I received calls from Navient to my business line. I returned the call on XX/XX/XXXX and realized It was Navient 's attempt to collect a debt. While I do have student loans with Navient they are being paid and not in default. I was previously contacted on my business line on XX/XX/XXXX about the debt. I went through the prompts and the woman realized that they had called the wrong person. I asked her to not call my business line again and she obliged. So when I got the call in XXXX I was surprised. When I spoke to the woman I immediately said, I asked you not to call this line. She immediately went on the attack and threatened to sue me ; I explained to her that I'm not even who she was looking for. Again, she used very abusive language but when she went through all the identifying information, she realized ( as I tried to tell her ) it wasn't me she was looking for and then she hung up. I called Navient customer service to complain and ask that my business line not be called. Apparently they have no real process for this and could not identify who to call. They said call the person who initially contacted you. It was a direct dial to that person so I'm supposed to complain directly to the person that's the issue? I was told to leave a message asking for a manager to call me back. I've been calling for a week with no answer and no response. I want them to 1 ) not call my business line 2 ) stop calling me about a debt that's not mine 2 ) be fined for continuing to call a number I asked them not to. The person at issue is XXXX XXXX or XXXX her direct dial is XXXX. I spoke to her the morning of XX/XX/2018 around XXXX.
Company Response:
State: DC
Zip: 20020
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A