Complaints

This profile includes complaints for Navient's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Navient

  123 S Justison St Wilmington, DE 19801-5360

  
• 

  Navient

  PO Box 9635 Wilkes Barre, PA 18773

• 

  Navient

  P O Box 13612 Philadelphia, PA 19101

• 

  Navient

  PO Box 4450 ` Portland, OR 97208

• 

  Navient

  P.O. Box 9460, PCA MC E2142 Wilkes-Barre, PA 18773

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request the reversal of interest charges applied to my student loan, which was paid in full. Despite completing payment, it appears the loan remains open due to additional interest being charged after full payment was made. I kindly ask that you: Reverse all interest charges that were applied after the loan was fully paid off. Close the loan account, as no balance remains. Update my credit report to reflect the correct date the loan was paid in full, ensuring the report is backdated to accurately reflect this information. Please let me know if any additional information is needed to process this request, and I appreciate your prompt attention to resolving this matter See below. 8935 Signature Student School UNIVERSITY OF SAN FRANCISCO Loan Status Repayment Estimated Payoff Date 05/15/2048 $28.97 11.000% 09/15/2024 8943 Signature Student School UNIVERSITY OF SAN FRANCISCO Loan Status Repayment Estimated Payoff Date 08/15/2048 $28.49 11.000% 09/15/2024 8968 Signature Student School UNIVERSITY OF SAN FRANCISCO Loan Status Repayment Estimated Payoff Date 08/15/2048 $8.58 10.875% 09/15/2024

  

  Business Response

  Date: 09/23/2024

  Thank you for your message.  Navient’s Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.
  
  

  Customer Answer

  Date: 09/26/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue as I am looking for the interest charges to be reversed and the accounts closed.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22282445

   

   

   

  

  Business Response

  Date: 10/16/2024

  Thank you for your message.  Navient’s Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

• Initial Complaint

  Date:09/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Inadequate Assistance and Delayed Processing. Multiple issues with the processing of my application for an income-based repayment plan. Since July 27, 2024, I have contacted their customer service department on numerous occasions. Despite my efforts, I have been given incorrect or unclear instructions on the required steps to complete my application. As of today, September 10, 2024, my application remains delayed, denied and unprocessed. I have provided all documentation requested and required yet the questions and requirements keep changing. I request that Navient immediately approve my application for the income-based repayment plan and provide a written explanation detailing why the delays and misinformation occurred. Additionally, I ask for a complete call log of all communications I have made with their representatives regarding this matter to be sent to me for my records and so I can show due diligence. I hope this issue can be resolved promptly and fairly, and I appreciate your attention to this matter.

  

  Business Response

  Date: 09/18/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

  Customer Answer

  Date: 09/26/2024

  
  
  I am rejecting the current response due to an error on the BBB’s side, as there are two repeat notifications in place of Navient's actual response. I’ve left a voicemail with the BBB regarding this issue, as I was given five days starting 9/25/2024 to accept or reject the response. (screenshots available)
  
  
  I’ve tried contacting ****** ******* from Navient, and not been able to reach her. Over the past two months, I’ve made over a dozen calls to resolve my Income-Driven Repayment (IBR) plan, but Navient agents submitted incorrect information, generating unnecessary document requests. Navient’s website has also been malfunctioning for weeks, yet I was still told to upload documents.
  
  
  I’ve been trying to resolve this since August, and the delays are not my fault. I request that my IBR application be applied retroactively. Today, I submitted a paper application, with all information now correct, assisted by Ms. Paola from Navient.
  
  
  Thank you for your attention.
  
  
  
  
  
  Regards,

  Complaint ID: 22266847

   

   

   

  

  Business Response

  Date: 10/03/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

• Initial Complaint

  Date:09/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being harassed with no less than 4 phone calls a day from Navient, despite my loans being in forbearance and not able to be collected on. I have made 3 verbal demands that the calls stop and was argued with and told Navient has only called me once a day. I have the phone records to prove my case. I have also filed a report eith the FTC and FCC.

  

  Business Response

  Date: 09/12/2024

  Thank you for your message.  Navient’s Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.
  
  

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22249119

   

  Navient is barred from collecting on Federal student loans. As previously stated, my demand is to be left alone by Navient, who has continued to harass me throughout the duration of this investigation as well.

   

  

  Business Response

  Date: 10/09/2024

  
  Thank you for your message.  Navient’s Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

• Initial Complaint

  Date:08/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am enrolled in school at least part-time and have a deferment on my student loans. Navient has reported me to the credit bureaus as delinquent. I have on two occasions resubmitted the paperwork Navient requested to prove I was still enrolled in the minimum number of credit hours. I can confirm they received the paperwork because they responded both times. They continue to call me, text me, and email me requesting money. They continue to report me to the credit bureaus as delinquent. I am requesting that this be removed from my credit report and the harassment needs to stop immediately.

  

  Business Response

  Date: 09/05/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via email on September 5, 2024. 

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Nobody has called me, except the bill collectors and my credit rating people.  I AM ENROLLED IN SCHOOL. Regards, Complaint ID: 22201513    

  

  Business Response

  Date: 09/25/2024

  Thank you for your message.  Navient’s Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

• Initial Complaint

  Date:08/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Attended Art Institute during mid/late 2000s. Many loans. 2 Private thru Navient/Sallie Mae. 1 Paid off in full--$6800 Principle, ~4500 interest. 1 paid most of the way down: $13500 Principle, 9900 interest, all but 3500 paid. 2. Education Department and federal courts found school guilty of defrauding students. Declared Fed Loans discharged, refunding money in progress. 3. Sought options for same with Navient for the ~$30,000 paid to them for something that has been declared fraudulent. 4. 12-14 page application for School Misconduct. Provided copies of ED statement. Application approved for discharge of remaining balance. Refuses any and all refund. (Basically Too bad, so sad. Yes it was fraud, but we're keeping your money.) Only responded that much after a CFPB complaint. 5. Navient is committing theft and fraud at this point. They acknowledge my school was defrauding me, but oh well, they get to keep nearly twice the amount they paid the school? A year's income for me? 6. I want my money back, since the federal courts and US Education Department have declared it a severe enough case of fraud/ponzi scheme for the US GOVERNMENT to be handing out refunds of even loans completely paid off.

  

  Business Response

  Date: 08/08/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via email on August 8, 2024. 

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. In short, all they did was mail me a copy of the same form letter/canned responses they have already sent. That they have "accepted the School Misconduct Application" and "discharged the remaining ~$3500 loan balance on the one loan."  They refuse to acknowledge, address, or in anyway look at the fact that they have, because of the Federal ruling in regards to the Art Institutes, TAKEN PAYMENT of ~$30,000 of my money that I am now seeking to be REFUNDED since the SERVICE (a promised educational degree in a particular field) has been declared as a FRAUDULENT SCAM and Glorified Ponzi scheme by the US Department of Education and the Federal Court System.  I have even demanded that they cite by WHAT LAW they can legally refuse to refund the money paid to them on the private loans, given that the whole thing is now acknowledged officially as a FRAUDULENT SCAM by the US Federal Government. Nothing.  Speaking frankly, if it was ANY OTHER product or service, like...say a brand new car, that was found to be a scam to cheat customers out of money, the product would either be replaced or the money refunded. Given the circumstances and the fact that the experience means I no longer trust institutions of higher education, I am DEMANDING a REFUND of ALL MONEY I paid towards the financing of my education at the Art Institute.In addition, continued research on Navient has revealed to me that in 2022, there was a settlement for people who went to many of the same schools that are now on the list of schools that were Fraudulent Scams that had defaulted on their loans because Navient refused to provide payment plans, or take into account situations, or do anything to help them with monthly payments. One of the things that came out during that case was INTER OFFICE MEMOS where Navient acknowledged that they knew the schools and their "education" was a shitshow, and that they fully expected some 80% of the borrowers to eventually default on the loans, so the policy was to squeeze them for as much money as they could before then.They are dishonest. A court has already found them guilty of terrible practices and predatory behavior. I want my money, all ~$30,000 refunded, from both loans. They exist on record, even if one is paid off. Regards, Complaint ID: 22098315    

  

  Business Response

  Date: 09/10/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed onto a Creative Education Loan with Sallie Mae that was disbursed on 07/03/2008. The original principle that was disbursed was $21,806.00 As of yesterday, 7/16/2024, I have paid $31,673.50 on my Creative Education Loan (which is now held by Navient), and I still owe (as of 7/16/2024) $22,903.89 This is a predatory loan.

  

  Business Response

  Date: 07/26/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

  Customer Answer

  Date: 08/04/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  Navient has reached out to me, however, the problem has yet to be resolved. I will continue to stay in contact with both Navient, as well as the BBB.

   

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22004611

   

   

   

  

  Business Response

  Date: 08/23/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via email on August 23, 2024. 

• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17, 2024, my account was paid in full with a $0 balance. On May 20, 2024, I discovered an overpayment of $1,996.98. Navient claims to have processed a refund of $901.46 on June 4, 2024, but I have not received it. Additionally, Navient claim they filed a ticket#46901968 that they owe me $1,095.52 , but the company refused to send me anything in writing that they filed a ticket resolve the issue. The total refund due is $1,996.98. Please process my refund ASAP. Please process my refund ASAP, and close my account out. PS. I'm attaching documentation of my most recent statement showing the negative due back to me of $1,996.98 and screenshoot that my account with current balance as payed in full. Account#9336379757

  

  Business Response

  Date: 06/13/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via email on June 13, 2024. 

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I'm waiting for documentation from Navient to let me know that the last refund check in the amount of $985.82 will be sent to my address on file. I have not received that the refund has been processed and mailed to my address on file. Regards, Complaint ID: 21813413    

  

  Business Response

  Date: 07/09/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer via email on July 8, 2024. 

• Initial Complaint

  Date:05/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) Navient is on my credit report 10 times from January to present. 2) I received a Full Disability Discharge in April and also while I applied there was supposed to be a hold nothing negative while processing. Nothing was due Navient per Supervisor Isaac. Navient shouldn’t be charging interest either while application was being processed for Disability Discharge. 3) Navient should stop charging interest.

  

  Business Response

  Date: 05/29/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

  Customer Answer

  Date: 06/04/2024

  Better Business Bureau:

  They lie. I haven’t spoken to anyone. Navient is still on my credit report although I have a total Disability Discharge.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21741442

   

   

   

  

  Business Response

  Date: 06/26/2024

  Thank you for your message.  Navient’s Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

• Initial Complaint

  Date:05/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Navient has violated me under The Fair Debt Collection Practices Act (FDCPA) 15 U.S.C 1692 through harassment and abuse, coercion, and defaming my character by repeated phone calls. They have called me nonstop every day. As proof shown attached, they have called me 15 times in 6 days. I have spoke to them telling them I am on disability and only get paid once a month and that paying them on time is impossible. That I will always be a month behind or more, depending on bills for food, water, mortgage, lights. Yet they still call constantly knowing my situation. It has affected mentally and physically and the stress of their constant calls has trigger some of my Lupus flares.

  

  Business Response

  Date: 05/14/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

  Customer Answer

  Date: 05/20/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. They claimed to have taken me off the robot call list and I'm STILL getting them! At this point, it's 100% harrasment! 

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21674966

   

   

   

  

  Business Response

  Date: 06/06/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

• Initial Complaint

  Date:03/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB, I just received my third denial from Navient regarding a private student loan that was issued to me in 2008. Since then, I have been on an interest-only payment plan. The total loan was approximately $24,000 and to date I have paid over $20,000 in interest only, though my principal balance remains the same. The reason I am requesting assistance from the BBB is due to the fact that in 2008 I had a cosigner for this private loan. In the past 5 years, I have submitted three separate applications to remove the cosigner from this loan so I can take full ownership. Navient continues to deny this request stating I have not made sufficient payments to meet requirements to release the cosigner. I plan to pursue consolidation for this loan, however, since I am not primary on this loan, I have limited access and options to do so. Subsequently, my relationship with the cosigner has deteriorated to the point of them threatening legal action against me due to the constant and frequent calls/notifications/updates from Navient and their disappointment in my ability to repay the loan. I am writing to ask for assistance in advocating for me to be able to take full ownership of this loan given my history of consistent interest-only payments. As a side note, interest only payments between 2010-2015 were below $100 per month. In the past 5 years, they have increased to 175-350 per month for interest only. Given that I have paid over $20,000 in interest, my principal balance remains the same so you can imagine how frustrated I have been. The reason I have not been able to repay this loan is because I am still in graduate school working on my doctorate and am paying tuition. Any help or assistance in helping me resolve this issue would be greatly appreciated. Sincerely,

  

  Business Response

  Date: 03/22/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I read through the response by Navient, which was just reiterating the same information they have given me. Why I am rejecting their response is because I cannot fathom why the $20,000+ that I have made in interest payments is not sufficient of an amount "equal thereto" to be able to qualify for removing a cosigner. My consistent payments on this loan have shown that I am able to manage this loan without the original cosigner. Though I was pleased that Navient at least addressed the topic of unpaid interest, I will have to reach out to Brooke Krebs directly to discuss exactly how much interest will be applied to the principal balance. Ultimately, this written response is not what I was hoping for, which was providing a means of removing my original cosigner to take full ownership of my private loan. If the BBB has any other suggestions for me on how to proceed, or guidance on similar cases like mine, I would greatly appreciate it.  Regards, Complaint ID: 21442285    

  

  Business Response

  Date: 04/12/2024

  Thank you for your message.  In the interest of protecting the privacy of our customers, the Office of the Customer Advocate responded directly to the customer.  Please allow sufficient time for delivery.