Important information
- Customer Complaint:Due to the volume of complaints filed against this
business, BBB only publishes the details for 15% of the total complaints filed.
Complaints
This profile includes complaints for Navient's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 566 total complaints in the last 3 years.
- 74 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/28/2023
Type: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 was sent a certified letter in response to a reporting of a transaction that transpired between me the consumer and financial institution under the 3 credit reporting agencies. I request that all accounts get removed due to the violation of 15 U.S.C. § 6801.
Business Response
Date: 08/29/2023
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:07/17/2023
Type: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.
Words cannot describe how irate and furious I am at Navient, and the run around I have experienced with them through the years. The most recent incidents however are the straw that broke the camel’s back.
I currently have two private student loans: accounts ending in 0039 and 0648. Both are variable balloon rates, and they have continued to increase every month. Most notably, in July 2023, when I made several payments (3 of each!!!), and both the Interest rates yet again increased WITHOUT NOTICE.
Loan ending in 0648 has a whopping 14.75% interest rate, and after paying more than $500.00 in July 2023 to pay both loans down, I now log in over the weekend to notice the rates have increased yet again.
Navient has a message about increasing Federal loans, however this was never posted both these rates would fluctuate this quickly and without notice.
In 2019, I made a lump sum payment of $30,000 to also pay down my student loans, and this was to only to pay PRINCIPAL ONLY. This never occurred, and Navient screwed up not only the Internet Rate, but also the payments as well.
I have made several attempts to not only write to Navient and reach out to my local government for assistance correcting these matters, but without ANY SUCCESS.
Now, as of July 17, 2023, I log in yet again, to notice the Interest Rate and amount due after compounding interest has not only voided out any payment I made but has INCREASED to not even make a dent pay down the debt I owe.
Navient is in the wrong. They continue to screw up. Mistake after mistake, and not only should these loans be forgiven due to Navient's mishandling of these issues, but also are taking advantage of thousands of people. My loans need to be wiped away. That is the only resolution.Business Response
Date: 07/19/2023
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: 08/02/2023
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.
No one from Navient responded to this complaint! Nor did Navient even do their due diligence to understand this matter! Nothing was even responded to, and I am rejecting this since nothing has been done!
Regards,Complaint ID: 20335889
Business Response
Date: 08/18/2023
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:07/15/2023
Type: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 feel the customer service at this company ranges from terrible to good. I feel most people are incompetent and don't have the correct information; however, I am beyond fed up with NAVIENT. First off, I signed a private loan with Sallie Mae and down the road was kicked to the curve and Navient took over once they split. So now I am stuck with an incompetent company with terrible customer service.
Current issue: I have been in the Rate Reduction Program, and they sent me an update after 6 months. When I updated for the next 6-month period for autopay, they decided not to take my June Payment and made the next payment due for August. I called to confirm and see what happened because the $465.20 has been available since my June 30th due date. I was told by a CSR agent that I had a "grace period" and they were not requiring payment since I signed up for new 6-month program, for which they increased the price (like they always due even if financial stressor). I asked her in multiple ways if I would get penalized and if it would affect my credit. She said "No" and I have this forbearance. Next payment wasn't due until the new rate reduction program started. Now my account shows "PAST DUE OF $460.48" with current threat of late fee. I tried to call today, July 15th at 1053 EST, only to receive automated message saying call back during business hours M-F only.
Honestly, I am confused! I have been trying to keep these payments to improve my credit and they are honestly affecting this goal. That's the challenge with them. YOU CAN'T WORK WITH THEM AND D*** SHOW CAN'T WORK WITHOUT THEM! Either way you are screwed! I wish I had never been young and naive and took out a loan with Sallie Mae aka Navient. It has been nothing but heartache and a headache".
Did you want the payment or not? If I could ditch them, I would! I am TRAPPED IN A VICIOUS CYCLE!
I want: 1) apology, 2) resolution, 3) correction to my account and positive credit reporting.Business Response
Date: 07/24/2023
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: 08/05/2023
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.
**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 still have not received that phone call I requested in this complaint. They have provided letter communications and corrected my account; however, no other communications. This relationship is one-sided, only benefiting them. They will harass you for payments but will not call you to correct their mistakes when requested. Navient needs to reflect on their customer service practices and make improvements. My availability for calls is on M/T 9-11 and W-F 1-5.
Regards,
Complaint ID: 20325926
Business Response
Date: 08/18/2023
A representative from the Office of Customer Advocate contacted the
customer by telephone on August 7, 2023 and resolved the issue with the customer.Initial Complaint
Date:07/02/2023
Type: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 was not successful during their reinvestigation during my dispute of the inaccurate reporting. Navient did not provide clear and conspicuous investigation, and did not address my concerns by providing proof of requested documentation to back their investigation.
As a consumer, I’ve reasonably conducted an utilized/exhaust communication providing: direct letter/notices and proof of documentation to Transunion Equifax Experian, also notifying violations made due to the results of their reinvestigation.
I’m placing my dispute with the BBB as an administrative process providing a full trail of communication before I report it over to the FTC and CFPB.Initial Complaint
Date:06/20/2023
Type: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 a joint borrower for my sisters student loans. She has never missed a payment the life of the loan until recently. She was under the impression that the loan was on Covid 19 deferment, but apparently it wasn't. I understand that is her fault, but that's not the complaint I'm making. I wasn't notified until I received a letter in the mail stating that the account is multiple months delinquent. I called my sister immediately to let her know of the issue and she stated that she received the same letter and that she was going to bring the account current right away. As a joint owner of the account, I should be notified immediately of any missed payments, not when the account is already multiple months late. This is going to stay on my credit report for 7 years, and my wife and were planning on buying a house in a few years. With an account with a 90+ day delinquency, I may be disqualified from may banks.
I would like Navient to change what was reported to the credit bureaus to 30 days delinquent instead of the 90+ days. I understand that my sister is at fault so I know that there needs to be something reported, but I don't think its fair that they notified me so late. If I was notified at the 30 day mark, I would have followed the same process of letting my sister know if the issue and she would have fixed it immediately.Business Response
Date: 06/23/2023
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: 07/10/2023
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.
**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.
Yes, I am talking to a customer advocate from the company, but the issue still isn’t resolved. I don’t want to accept a resolution on this matter until the company finishes their investigation into the matter.
Regards,
Complaint ID: 20211306
Business Response
Date: 08/02/2023
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:06/05/2023
Type: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 dutifully renewed my annual IDR application - 1 month prior to tax season. Since it was obvious our senior fixed income had dropped - I then filled out an emergency recalculation as advised and overnight it. It was processes abdci was notified. My auto-pay went through at the “doubled” amount from last year for April and then May. A live agent arranged for a REFUND.Now Navient is claiming I missed my May payment and the only recourse is forbearance for the month of May. I told the agent that was unacceptable.I never authorized that and/or agreed to that.Business Response
Date: 06/07/2023
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.Customer Answer
Date: 06/13/2023
Better Business Bureau:
I have been unable review the response from Navient - and let them know - and they have not followed up.
**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: 20144806
Business Response
Date: 07/19/2023
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:06/02/2023
Type: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 requested information on all repayment options bc I'm experiencing financial hardships, I was not offered all optionsBusiness Response
Date: 06/07/2023
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:05/28/2023
Type: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 was enrolled in the income driven rate reduction program with Navient student loans. The 28th of every month $385 is taken automatically out of my account. This month Navient took out $858 that I did not approve. I am a single mother and live pay check to pay check. I am extremely frustrated with Navient for taking out double of what I approved them to take out.Business Response
Date: 06/02/2023
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:05/15/2023
Type: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 writing Navient for months and they keep giving me the same story.
I have made several payments over a period of years were the total balance of interest and
principal should got down some and it has not gone down - not one dollar for any of these loans.
They put my loans in forbearance - administrative but still charged all of us interest while they were being
sued. Then in their in the last letter they tried to state that they don't take partial payments so they are just ignoring all my payments. This is something they never disclosed before. They cannot just keep my money because they do not like the payment amount!
I have proof of them stealing my money - you can clearly see the dates:
Loan #1899: Since 9-7-19 not one payment has been counted.
Loan# 4858: Since 6-14-19 not one payment has been counted.
Loan #7311: Since 11-6-17 not one payment has been counted.
EVEN THEIR PRE-DETERMINED MONTLY SCHEDULE PAYMENT AMOUNTS THAT I HAVE PAID
HAVE BEEN NOT COUNTED.Business Response
Date: 05/24/2023
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: 05/26/2023
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 been writing them for months and they keep giving me the same response. The fact still remains that years of payments have been made while my balance
does not decrease on one single cent. Not one single cent. They refuse to apply that money to my accounts. I have called, mailed letters and emailed.
They need to give me all that money back going all they way back to 2017.
**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: 20059758
Business Response
Date: 06/21/2023
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:05/08/2023
Type: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 advertised the ability for a co-signer to submit a request to be released, so my ex-wife requested I be removed as co-signer.
Navient decided my ex-wife did not earn enough to be able to pay the loan by herself.
When my ex-wife then requested to have her monthly payment lowered, Navient said she made too much.
Navient is stating I cannot be released as co-signer because my ex-wife makes too little to pay the loan by herself, at the same time they are also stating my ex-wife makes too much to have her monthly payment lowered.Business Response
Date: 05/12/2023
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.
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