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called Navient to see if I had an automatic debit

Michael Agruss

Written and Reviewed by Michael Agruss

  • Managing Partner and Personal Injury Lawyer at Mike Agruss Law.
  • Over 20 years of experience in Personal Injury.
  • Over 8000+ consumer rights cases settled.
  • Graduated from the University of Illinois Chicago School of Law: Juris Doctor, 2004.

On December 31st I called Navient to see if I had an automatic debit coming out of my bank account and to have them fix the payments made by my Grandmother towards the loans. Since there are four different loans and she is co-signed on only one, when she makes a payment toward her loan they are always distributed towards all of the loans not just the loan she is requesting to pay on. So what ends up happening is that it shows that I owe $0.00 because she is making $200.00 payments every month and it is being applied to all four loans. So when I called on December 31st the customer service representative fixed the distributed amounts and now I was past due on my loans. This is not the first time this has happened by the way. We have also tried to prevent this happening by double and triple checking with the customer service reps on how to send in the payments that my grandmother is making. They all say something different and nothing ever works correctly. I also told her that I needed to set up payments because my account would be past due $423.64 now because of this error they keep making. I made sure to verify that there were not any payments coming out of my account already because two or three months ago I had set up some automatic debits to come out of my account, I was unsure how long I had set them up for and that was the other reason for calling was to verify if, when and how much the auto debit was for. THE CUSTOMER SERVICE REP SAID “AT THIS TIME THERE ARE NO AUTO DEBITS SET UP FOR YOUR ACCOUNT.” So in order to catch up on the past due amounts I set up auto payments to come out of my account. I set up a payment for $179.91 to come out that day (the past due for January), $100.00 on January 11th, $144.64 for January 25th (January payment), $100.00 for February 8th, $144.64 for February 22, and a large payment on March 22nd for $389.58. On January 3rd I checked my bank account and saw a debit from Sallie Mae for $244.64 and one for $179.91. I called Sallie Mae right away. Nobody knew what I was talking about, the customer service rep didn’t check any notes, and I had to explain my situation over and over and over again because she just wasn’t getting it. I wanted my $244.64 refunded and credited into my bank account. They transferred me to a financial services representative and she assured me that my account will be credit this amount that was not supposed to be coming out (to my knowledge). I asked this respresentative for her phone # and she gave me the customer service general line to call, no ext#. I said if I have to call back I want to make sure that I speak to somebody that knows this situation. She said they will know how to handle it and for sure this money will be in my account that day and that minute. It was not credited to my account that day, the next and so on. The 4th business day I called Sallie Mae because my bank said it might take 3-4 business days for it to come back into my account, this was the 4th day so I decided I better check to see if it’s coming at all. I called and the first respresentative I spoke with said that the money was not credited to my bank account because they needed a bank statement. I explained the situation to her that the person gauranteed that the money was to be coming back into my account. I immediately asked to speak to a supervisor. This supervisor didn’t get my situation either. I had to explain it over and over and over to her. She asked me who gauranteed this to me and I said “check your notes.” There should be call logs and notes somewhere in their system!!! She said the only thing they can do is to take off the payments that I had set up for January. Well, turns out that they couldn’t even take off the $100.00 payment that I had set up for the 11th because on the 8th when I called it wasn’t 10 days notice. So the only money I had set up to pay was the $179.91 on the 31st of December and $100.00 January 11th. This was because this is all the money I could afford to pay. Now the total payments, instead of being $279.91, are $524.55. I do not have this money and could have over drawn on my account, if I hadn’t gotten a loan from a relative. This company needs to get their system straight, their employees educated or they need to be shut down. I looked on the internet and saw all sorts of complaints just like mine. How can they get away with such unfair business acts and not have to pay the price?? I see a lawsuit in the near future for this company who states “there’s nothing I can do,” but I think there is.

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