There have ongoing problems with Navient. This is not the first problem. My most recent problem was that they neglected to turn off my auto-debit and my checking account went negative. When I called, they told me it would take 1-2 weeks to fix. Given that I was unemployed and this was the only account available to me, this really put me in a bind.
Luckily the branch called me — which was embarrassing because it’s someone I grew to build rapport with — and the manager said her branch will not pay for this, although I tried to explain that it was a mistake in the first place. Two days later, the same things happened: they debited my account for the same amount! I had to drive an hour to the branch too but a $35 stop payment. This was the week before Christmas. I couldn’t even buy gifts. There have been similar discrepancies in the past. Each time I call, someone tells me something different, and it takes numerous calls/confirmations to alleviate/confirm the resolution of the problem.