After I shared my second post via Twitter, @Navient did respond and wanted to help me (by having me contact their social media email address).
I didn’t take them up on it, because I had already gotten a response by more traditional methods.
After the last debacle (again, see my second post about our dealings with them), I did, of course already contact them via email. I am not the kind of person who just complains (on such a vast platform, no less!) without contacting the company to also let them know how I feel!
Here’s what I wrote to them, regarding the most recent issue:
Hello. I made an online payment yesterday (in addition to our regularly scheduled automatic debit payment which went through on March 13th). (I also recently made a large payment of $2800 by check sent through the mail with a letter.) Yesterday, I made an additional payment online. I received the pop-up message that said, “Any payment you make today will be in addition to your scheduled automatic debit payment.” On your website, you state: “If you make a payment online at Navient.com, you will choose at that time whether you want any extra funds to apply toward future payments and, if applicable, advance your payment due date.” My payment was indeed more than my minimum payment; however, the information on your website states that I will be able to “choose at that time whether [I] want any extra funds to apply towards future payments and, if applicable, advance your payment due date.” I was not given that option; instead, I was told via pop-up that my payment would be in ADDITION to my scheduled automatic debit payment (which already went through). For the time being, I was okay with that not having a “choice” (which your website told me I would), because I didn’t want my due date advanced.
However, in checking my account today, I can see that it now states: “Next payment due: 5/13/2015,” so my due date WAS advanced. (It should read 4/13/15).
Perhaps I misunderstood the way the extra payments work. From the wording on your site, it sounds like I should have the option of whether or not I advance my due date. However, perhaps what it truly means is that if I paid TWICE my minimum payment (or more), the site would ask if I wish the extra payments to advance my due date AGAIN. I find this to be a very unclear and frustrating process. (I have screenshots of the website and the pop-up message, should you wish to see them.)
Should I understand from this issue (and the previous ones I’ve had, although I’ve sent very clear instructions with each check and the funds are still handled incorrectly by the company) that I should make my future payments online, and then just send an email the following day to make sure that my due date is not advanced?
I appreciate your timely response. Thank you.
I’ll share the screenshots with you, dear readers, because I can.
Here’s the pop-up I got when I was about to make my extra payment for March:
And here’s the screenshot of our due date that had apparently been changed from 4/13/2015 to 5/13/2015.
Navient responded to my email a few days later. I will admit, this response was more thorough than they have been in the past. I was still left with one question, though. Check out part of what they wrote, paying close attention to the part I highlighted.
Keeping in mind that we are enrolled in Automatic Debit, how do you interpret that section?
I interpret it to mean that while the due date gets advanced*, they will continue to automatically debit our checking account with the minimum payment each month.
This seems odd to me, as the whole point of doing an automatic debit would be that the company would automatically debit your account when you have a payment due. If you don’t have a payment due, why would they automatically debit your account? (If it were a credit card company, I’d understand, but Navient doesn’t stand to gain much by getting our money now – they’d be better off putting off that due date and letting our loans gain even more interest.)
Of course, this is all kind of academic to us, because we want Navient to continue to debit our account even if our due date is pushed off to May. I can see a benefit to this: if we have an emergency and we can’t afford to pay our minimum payments one month, then we’re okay if we contact Navient to cancel our automatic debits – we would have at least a month’s grace period. There may be other benefits, too, that I haven’t thought of, but that one struck me first.
So, what do you think? Did I interpret the above excerpt correctly? I told H that I was so tired of going back and forth with them that I might just wait and see instead of asking for clarification. I also find it odd that if I did interpret what Navient is saying correctly (again, I think it looks like they’re planning to continue debiting our checking account each month, even if the due date has been advanced), then why did Navient go ahead and change my due date back to April? Did they do it just to give me something concrete to sate me, but it doesn’t really matter (because they were going to debit my account automatically on that day anyway?), or is it that I’m completely wrong about my interpretation of their email?
So, while I’m writing this post to update y’all, I’d really appreciate anyone else’s insights/opinions!
* H is irritated beyond belief about the fact that “advance your due date” means to push the due date to a later time. He said, “In what world does ‘advance’ mean to go farther away?!” I let him blow off steam about it, but it doesn’t really bother me…. Which side are you on? 🙂