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Lack of detailed accounting information from Navient
February 14, 2019
8:36 pm
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PhD student
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Who do I complain to about the fact that Navient’s online system does not display the proper information regarding student loan payments?

My loan is currently in deferrment. However, I am paying on it to avoid having an enormous loan when I finish. I am trying to calcuate a payment that covers all of the interest and still has a bit left to impact the principal. I should see a decrease in the principal each month. My problem is

1. Because my loan is in deferrment, Navient will not send me monthly statements, so my only source of information is the online portal.
2. The online portal is not only incorrect, but doesn’t display all of the information. It shows my payment, but doesn’t show how much of my payment went towards interest and principal. It also shows balances after each payment that don’t make any mathematical sense.
3. I have repeatedly asked for a history of my account. I have been asking for it for over a year now, and have never received it. They just keep saying to check the quarterly statement. But the quarterly statement is too late. I need to be sure I’m having an impact each month.

Don’t I have a right to see what I’ve paid and how that payment has been allocated to each loan every month?

Who do I speak to that can help me with this? I’m so frustrated I’m no longer able to control my anger when communicating with Navient.

I simply don’t see how they can keep denying me this information.

Thank you very much.

February 19, 2019
8:58 am
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Indiana
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Forum Posts: 334
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There are several ways to register this complaint. They are outlined here: https://studentloansherpa.com/resolving-complaints-navient-sallie-mae/

February 19, 2019
1:20 pm
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PhD student
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Hi Michael,

Thank you for responding. Unfortunately, I was not clear.

I had read the page already that you sent me. I should have told you that I cannot call because I am studying in the UK. I did already tried the advocate email, but received no help there. They just kept giving me answers that made it look like they never even read my emails. The advocate works for Navient, and is not a go between trying to mediate between you and Navient. At least, that was the response I received. They didn’t try to help me at all, just kept sending me scripted answers that are on the Navient webpage.

I went to the Department of Education Ombudsman page, and it didn’t look like my complaint was appropriate for that. It looked like they only take far more serious issues. Am I incorrect in that assumption? If so, I will contact them immediately. See, I need systemic change. I need them to properly update their online portal. Just to get me back history won’t help me with future payments. So, this would be something for all students, not just me.

Thank you very much for your help. I apologize if I am being obtuse about this.
Kym

February 19, 2019
1:43 pm
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Indiana
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Forum Posts: 334
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May 3, 2014
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Hi Kym,

No need to apologize. Sometimes getting to the root of an issue takes a little bit of back and forth.

My gut instinct is that asking them to change how their portal is programmed is a huge request. Filing a single complaint will not likely get such a massive change made.

Another option might be to focus on just your specific issue. Do the math on how much interest your loan accumulates each month and make payments according to your math. After the fact you can review the accounting records to verify that things were handled correctly. If there is an issue, your request at that point is just to fix an accounting error which is a much smaller request.

I know you are worried about the payments from a forward looking standpoint, but if your goal is to just cover the interest and a tiny bit of the principal, once you figure out a monthly payment that works, you can just stick with that number. A slight drop in the total balance will not have a huge impact on the monthly interest generated. Most of the interest fluctuation that you will see will be primarily due to the number of days on any given billing statement.

Hope that helps,

Michael

February 21, 2019
4:07 pm
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PhD student
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Thanks Michael.

I’ve already tried what you suggested, but because things are so inaccurate online, I can’t tell if they’ve made a mistake or if I’ve made a mistake. Getting that information is also like pulling teeth. They just tell me they are right and what is online is right. From what I see, they wouldn’t have to change their programming – I have 4 loans with Navient. One of them actually does show the accurate details. So, the programming is there, it’s just only used on one loan – which is baffling.

The other 3 aren’t accurate. Here is exactly what one of my loans says. Obviously this is impossible:

Date. Description Principal Interest Fees Total. Unpaid Principal
2/5/2019 Payment $0.00 -$135.00 $0.00 -$135.00 $19,363.39
1/3/2019 Payment $0.00 -$121.00 $0.00 -$121.00 $19,363.39
12/2/2018 Payment $0.00 -$118.00 $0.00 -$118.00 $19,363.39
11/2/2018 Payment $0.00 -$118.00 $0.00 -$118.00 $19,363.39
10/1/2018 Payment $0.00 -$118.00 $0.00 -$118.00 $19,363.39
9/5/2018 Payment $0.00 -$118.00 $0.00 -$118.00 $19,363.39

I went back to the Ombudsmen page and found that I can leave feedback through the FSA site. So, I’ve done that and included a screen shot of the accurate accounting and a screen shot of the above (both of which I’ve actually already sent to Navient twice before). I wil let you know what happens. Thanks so much for your help, and for this forum.

February 21, 2019
4:12 pm
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Indiana
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Forum Posts: 334
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May 3, 2014
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Happy to help. Good luck!

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