CFPB Complaint

Navient Solutions – CFPB Complaint

Consumer Complaint Submission

Date Received: 2018-12-07T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I had around {$30000.00} in student loans remaining at Navient after paying them down for about ten years. I refinanced with XXXX and XXXX remitted {$27000.00} payment to Navient on XX/XX/2018. That ended up being an overpayment of {$1400.00}, and both XXXX and Navient told me that Navient would write a check back to XXXX for {$1400.00} and they would apply it to the principal balance.

According to my Navient statement, they acknowledged the {$1400.00} overpayment on XX/XX/XXXX. After almost three weeks when {$1400.00} had not yet been credited to my XXXX account, I called XXXX and they said they had not received any check from Navient reimbursing the overpayment. I then called Navient and asked them to confirm details of the payment. They told me they ” batched ” a check to XXXX on XX/XX/XXXX, but they claimed they could not provide me the check number or confirm whether or not the check was negotiated, and that it takes ” up to a month ” for a check repaying an overpayment to be reflected in the new loan account.

On XX/XX/XXXX, a month after Navient supposedly sent a check to XXXX,XX/XX/XXXX XXXX had still not received a check ( I confirmed this through my online account and a call to XXXX ) so I called Navient back and the customer service agent confirmed that there was an overpayment in the amount of {$1400.00} and claimed that Navient had sent a check on XX/XX/18 to XXXX. I said checks don’t take a month to go to another state, and she said that it could take six to eight weeks. I asked for a check number, whether it had been negotiated, and copies of the check, and she claimed it was impossible. After the call, I faxed them a letter demanding they process the overpayment and provide me evidence that they actually issued the check. They did not respond to that at all.

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On XX/XX/XXXX, I called again and went through the same explanation and the Navient customer service agent gave me the same story that the ” check is in the mail. ” I asked her to elevate this to another level of customer service to produce a check number and check images so I could track it and see if it was cashed, and she said she escalated it and that I would receive copies of the check ” by XX/XX/XXXX at the latest. ” Today is XX/XX/XXXX and XXXX has still not received a check from Navient and Navient failed to produce the check number or check copies that they promised.

It is apparent that they never sent the check for the {$1400.00} overpayment, and that they have just been holding {$1400.00} to which they are not entitled.

Company: Navient Solutions, LLC.

State/Zip: VA 229XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3093698

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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