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
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Company Response to Complaint: Closed with explanation
Was Company Response Timely: Yes
Did Consumer Dispute Company Response: N/A
Complaint ID: 2788558
The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.
Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.
In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.
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