was prevented by Navient

I tried to make a payment online to this company but my account was prevented by Navient from doing so. I contacted Navient to fix this but the agent just kept asking for my bank account information. I refused to do so because I don’t feel secured giving my info out by phone. After a few days, a guy from Navient called up to have my bank account information and collect payment. The problem is they always have an excuse for not being able to help me fix my account online.