fostecl

1 Contributions 1 People Helped

Member Since: January 2013

Most Helpful Contribution

Earnest Student Loans

Nov 19, 2018
Customer service is deteriorating
Helpful to 1 out of 1 people

I've been a student loan refinance customer with Earnest for over 2 years, and the first year and a half was great, but I think their customer service and online experience has deteriorated since they were acquired by Navient. The loan process was easy, and during the first year I could easily resolve any issues with a customer service rep over the phone, email, or text message. That great service has changed dramatically over the last few months. Reaching them by phone is a waist of time: I've called on multiple occasions and waited on hold for twenty minutes only to be disconnected, and it's taken over a week to get any type of email response.

Activity (1 Total Contributions)

Earnest Student Loans

Nov 19, 2018
Customer service is deteriorating
Helpful to 1 out of 1 people

I've been a student loan refinance customer with Earnest for over 2 years, and the first year and a half was great, but I think their customer service and online experience has deteriorated since they were acquired by Navient. The loan process was easy, and during the first year I could easily resolve any issues with a customer service rep over the phone, email, or text message. That great service has changed dramatically over the last few months. Reaching them by phone is a waist of time: I've called on multiple occasions and waited on hold for twenty minutes only to be disconnected, and it's taken over a week to get any type of email response.