Complaint / review text:
I contacted the Navient customer service department regarding a late notice I received on my account. I made a payment on the account via my online bill pay that I have used since opening my loan in 2005. It took 11 minutes and 22 seconds to get to the correct department although I called the number printed on my statement. After speaking with Rex he informed me first that I was 9 days late and the last payment received was in July of 2014 (OBVIOUSLY MORE THAN 9 DAYS) and that I would need to send my bank statement proving I had made a payment.
When I refused to provide my bank statement but gave him the date, check number and confirmation number and asked to speak with a supervisor. He was suddenly able to find the payment I made on 1/23/2015 for $50. He then informed me that I made the payment on a loan that was already paid off, not on the loan that had a balance. He told me that a refund check had been sent on 2/12 and when I receive it to mail it back with the correct number. He also mentioned that I was 9 days late and as long as the payment was received before I was 15 days late I wouldn't be charged a late fee.
I again asked to speak with a supervisor. I was connected with Melody who verified that my $50 payment on 1/23 was applied to a loan that had been paid off. She told me I used the wrong account number. When I read her the number she then told me that yes that was my ACCOUNT number but I also needed to use my Loan Group Number. When I told her that I have used this account number via my online bill pay since 2005 to make my payments, she suggested that I not use online bill pay as the problem was my bank's system and how it sent the payment to Navient.
When I AGAIN told her I have used this online bill pay, bank AND account number for 10 years, she said "I understand your frustration but we have sent you a refund. Would you like to make a payment today to bring your account current?" I have now asked to speak with a manager and have been on hold for 35 minutes, 8 seconds and counting.