Navient Solutions – CFPB Complaint ID 2788558

Date Received: 2018-01-21T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: From XX/XX/XXXX, since I started to enroll in the XXXX, so I was deferred from the monthly student loan payment. However, last XX/XX/XXXX, I wanted to pay at least interest only for the loan without principal even under deferment, so the interest wo n’t accrue. But the payment that I wanted to make was not able to go through via NAVIENT online. Each time I click, ” submit ” my payment, the message pop in saying ” You have an issue in your bank account, we have received returned your payment, check and get a verification letter from your bank. ” Thus I visited my bank and found no issue on my account. My bank gladly wrote a letter about my bank account has been valid. The letter was faxed, mailed to the fraud department of NAVIENT on XX/XX/XXXX.

I also called to NAVIENT to speak this issue and ask them to resolve, so I can make a payment. However, the customer service ca n’t do anything for me. They ca n’t receive my payment over phone directly by customer rep. Each time I called, customer rep only able to transfer my calls to fraud department. But the fraud department would never receive my calls and try returning to my calls after I leave messages. I wanted and still want to make my loan payment interest, so it wo n’t build up like snow ball. But NAVIENT negligent to cooperate with me, hindering my payment process. I also attach the letter from my bank here to help your investigation.

Company: Navient Solutions, LLC.

State/Zip: CT 060XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2788558

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