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 - Dept of Education Loan Servicing

  PO Box 740351 Atlanta, GA 30374-0351

• 

  Navient

  5996 W. Touhy Ave. Niles, IL 60714-4610

• 

  Navient

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

• 

  Navient

  PO BOX 9635, WILKESBARRE, 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:01/06/2023

  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 continues to call and harass my elderly grandmother. I make payments every month (they take it out of my account) but they continue to call back to back even after we just have spoken to someone about the account. This is a daily thing. Even when they said they was going to notate that in their system.

  

  Business Response

  Date: 01/13/2023

  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:01/03/2023

  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 continues to harass my hospitalized 79 year old father with multiple phone calls about a late payment of mine. Had they been honest about their so-called co-signer release process when I applied years ago, this would not be an issue but they weren't. If their continued harassment causes my father medical harm due to stress, I will sue them.

  

  Business Response

  Date: 01/09/2023

  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: 01/19/2023

  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.

  The business did not offer a solution to my complaint.
  
  
  
  Regards,

  Complaint ID: 18679543

   

   

   

  

  Business Response

  Date: 02/03/2023

  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:12/24/2022

  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.

  For 15 years, I have been in communication and a struggle with this company and their unethical attempts to collect alleged debts. I am appalled at their latest efforts to send a letter in a Christmas card eve elope threatening collection issues. The account is no longer accessible to me via computer and we have discussed and I filed paperwork and most recently was in the hospital to be treated for mental health issues that included some very dark moments. I a, being treated out patient and have no source of real income as I strive to get back to normal. I have filed for forgiveness as I do qualify. But we have waited and as you know there is a pause. The company was not to mail letters or call but email. I have kept them aware of everything except the last two months. I have filed many complaints. I have not been to college in over a decade. I dropped out of last two colleges so I never got $$$. Please tell them to leave me alone. I can’t handle the stress. A bunch of liars they are. It has been a while since they sent mail so thought we were fine. They aren’t to contact anyone at all but me via email. you have my email.

  

  Business Response

  Date: 12/30/2022

  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: 01/11/2023

  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.i have not received a response from the business in regards to this complaint. A complaint was filed through the Condumer Financial Bureau which they responded by providing me a protected letter which I couldn’t access as tge passcode wouldn’t work. All I want is for them to erase my debt, it has been over 10 years, anbe to quit mailing bills and to leave me and my family and loved ones alone.thry have been asked several times to not attempt or discuss any debts with family and thry continue. Their methods of collection are unethical. A Christmas card?  I am currently being treated for mental health issues and would like to be left alone as the company is a trigger. If I had been given proper intrusions back in the day and got well paying jobs I would be able to,pay off everything but I have explained to them why. They have broken laws in their collection methods.  **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: 18637097    

  

  Business Response

  Date: 02/07/2023

  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:12/23/2022

  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 have been making regular payments to Navient on my student loan. They have been applying all of my payments to interest and miscellaneous "fees." As a result my loan balance has actually increased over time. This seems like an unfair and unethical practice.

  

  Business Response

  Date: 12/30/2022

  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:12/20/2022

  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 have my student loans through this company and they are calling me 5 plus times a day to tell me I'm past due. I work a 10 hrs shift and this is unacceptable

  

  Business Response

  Date: 12/23/2022

  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:11/03/2022

  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 received on 10/30/22 an email from Navient advising me that my loan "payment terms" had changed. And yet there was no additional information provided AT ALL regarding what the change in terms is. I logged onto my account online, and there was still no document or letter to me explaining the change. All I can see is that after over 20 years, my monthly payments are decreasing but there is no explanation as to why. You cannot as a creditor on a loan legally change payment terms without providing information to the debtor, yet that is exactly what Navient has done and that is illegal. When I tried calling them, after being on hold for 30 minutes I was connected to someone who I could not understand and who could not answer my questions. I requested to be transferred to a supervisor, and while I was on hold for another 15 minutes for the transfer, the line disconnected. I then sent Navient a message through their website 3 days ago and still have not heard back. I need a supervisor (who ideally speaks English) to call me back and leave me a direct number at which I may call them back - I will not call their generic 888 number. I need to receive in writing an explanation as to the change in my payment terms and why my monthly payment is now decreasing. I need all of this information before 11/16 so that I can adjust my next payment that is due 11/28. I now no longer trust Navient and would also like a printable amortization schedule showing my original loans and all the principal and interest payments I have made so far since the inception of the loans. Thank you.

  

  Business Response

  Date: 11/11/2022

  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: 11/22/2022

  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. Hi - please note this complaint is NOT resolved yet.  I have heard from a Navient customer service representative, but they are still looking into answering all of my questions.Please re-open this complaint number.  Thank you. Regards, Complaint ID: 18356643    

  

  Business Response

  Date: 12/01/2022

  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:10/27/2022

  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 decides to say my account is late even when the federal government has a pause on student loan debts. Now with my understanding the pause wasn’t specific on whether its referring to private or federal and Navient did not notify me in written stating anything, in which that was my only form of communication I would accept with the student loan debt pause. As of now my credit score is taking a major hit with this late payment/s and making me look irresponsible. I would like to make sure to inform anyone that navient doesn’t have any empathy about their account holders and troubling times many of us are having.

  

  Business Response

  Date: 11/02/2022

  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: 11/07/2022

  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: 18321267

     What is their response actually?  See this is one of many problems in our country & this is a PRIME example of their disregard for harm or hurt they inflict on their customers for their greedy behaviors.  I NEED BETTER CLARIFICATION, not a standard corporate response.  

  

  Business Response

  Date: 11/18/2022

  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:10/13/2022

  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.

  "Automatic student Loan Discharged effective March 2, 2021, any payments received after this date will be refunded'. This letter was mailed December 22, 2021 from Nelnet informing me that Navient, the loan holder was notified, account number 3113909. I contacted Navient to see when they would refund my monies from 3/2/2021 through 12/31/2021. They stated my last name was different and I needed to send proof of the name change. I informed them my name had not changed that it was a typo, however I sent more than enough proof; however, they gave me the run-around. I contacted Nelnet and sent them proof, which they said they would contact Navient. I was told I did not need to make any more payments so I hadn't since December. Navient sent to my credit report recentlythat I am three months behind which has drastically reduced my credit score. Although Navient received the letter from Nelnet, I sent them a copy of the letter I received, then I started receiving harassment phone calls and my mother received a letter for her to get in touch with me, the letter was sent to my mother at her address, which is my secondary address and the address Nelnet use to send me the original letter. Your assistance in this matter is greatly appreciated. Sincerely,

  

  Business Response

  Date: 10/21/2022

  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: 11/01/2022

  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 am unsure why this case is closed when all Navient did was send a letter acknowledging they heard from you, and while they look into the matter I must continue to send money. I will repeat, they have everything they need to close my account and to refund me the excess payments they received from me over $2,500.00 plus interest, since March 4, 2021.I am not satisfied and will not be until my account is closed, my credit report has been corrected and I receive all monies due me.Sincerely, Regards, Complaint ID: 18210032    

  

  Business Response

  Date: 11/10/2022

  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:09/20/2022

  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 the cosigner on a loan with navient back in 2017 I was on the phone with one of their reps a ******* ****** *******  She advised me in order to have my name taken off the loan I would have to make 12 full payments for one year so I went out applied for or a loan for $5,000.00 in order to do this made all my payments with her being my best buddy through this. I have a copy of the agreement signed by ****** *****, at the end of the year I was so excited only to find out I did not qualify never once being told by any of them this could happen. I was scammed by them leading me into this. Then I had 2 loans to pay. I make under $45,000 a year and ready to retire and cannot afford this I am paying them what I can but with the economy as it is it is difficult. Please advise...loan #****017 ***** ************** **** ********151 thank you for your time.

  

  Business Response

  Date: 09/29/2022

  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: 10/11/2022

  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 am emailing this information to you.  In reference to the above account Navients respond to my complaint was totally dissatisfing.  I was ADVISED In ERROR to qualify for cosigner release feedback was sent to the appropriate department and they apologize.  I dont want an apology I want compensated for the $5,000.00 loan that I took out when I was ADVISED in ERROR and the interest that has incurred from 2017 until current.  I was good on my payments until then, then Covid hit WE should not be responsible for a political disease that ruined people's lives.  My son works for a restuarant this affected him significantly they are still not back to norm.  WE ARE TRYING TO MAKE payments in the monthly amount we can afford (175 - 275) and they keep calling me daily at least 2 -3 times because I can't make the full amount.   Isn't this a form of harassment?  Please advise and reach out to them.  I cannot afford an attorney may have to find one that will wait until a settlement has been made. 

  Thank you

  
  
  
  Regards,

  Complaint ID: 18050091

   

   

   

  

  Business Response

  Date: 10/14/2022

  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:09/14/2022

  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.

  Account has been re-aged and should already deleted from reporting. Please delete this entire account.

  

  Business Response

  Date: 09/23/2022

  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.