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Navient Reviews & Complaints

Navient, based in Herndon, Virginia, owns federally guaranteed FFELP loans and private education loans and lends through its Earnest brand. It was the student loan servicing and loan-holding business of the old Sallie Mae (SLM Corporation) until a 2014 split; Sallie Mae Bank, owned by SLM Corporation, is a separate company today. Since October 21, 2024 MOHELA has serviced Navient borrowers' accounts. A CFPB lawsuit filed in 2017 ended with a stipulated judgment on September 12, 2024 ($100 million in redress, a $20 million penalty and a permanent ban on servicing federal Direct Loans, with no admission or denial), and 39 state attorneys general announced a $1.85 billion agreement with Navient in 2022. On October 28, 2026 Navient Corporation became part of a new holding company, Navient Holdings, Inc.

REVIEWS & COMPLAINTS201on USAComplaints · none in last 3 yrs · latest 2014
WEBSITEnavient.com
HEADQUARTERSHerndon, VA
PROFILE CHECKED2026-11-06
Submit a Complaint Read reviews & complaints ↓ Official website ↗
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PhoneAddress

Account & login

Corporate & press

Other contacts

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Locations

  • Headquarters13865 Sunrise Valley Dr., Suite 300 Herndon VA 20171
EDITORIAL

Is Navient Legitimate?

BBB, CFPB, Trustpilot

Legal name
Navient Holdings, Inc.
Business type
Education loan owner and lender (FFELP and private education loans, Earnest brand); parent company Navient Holdings, Inc. trades on Nasdaq as NAVI; student loan servicing outsourced to MOHELA
Website
navient.comSource: Navient corporate website, checked 2026-11-02
Headquarters
Herndon, VASource: Navient Our Story page, checked 2026-11-02

Navient is a publicly traded education lender. Its parent, Navient Holdings, Inc., files reports with the SEC and trades on Nasdaq as NAVI; Navient Corporation's SEC filer record (CIK 1593538) now carries the name Navient LLC after the October 2026 reorganization. Its operating company, Navient Solutions, LLC, shows NMLS #212430 on navient.com, and you can look up its state licenses in the NMLS Consumer Access database. The CFPB accepts complaints about student loan servicers and lenders, including Navient Solutions, LLC.

Navient has also been the subject of major government actions: the CFPB's 2017 lawsuit, which ended in the 2024 stipulated judgment, and the 2022 agreement with 39 state attorneys general. In the CFPB order the defendants "neither admit nor deny" the allegations, and the New York Attorney General's release describes the state claims as allegations.

Navient says it and its subsidiaries "are not sponsored by or agencies of the United States of America." Be wary of any call or message that uses the Navient name and asks for a fee to cancel a loan or release a settlement payment: the CFPB says it "will never require consumers to pay money to obtain redress," and genuine payments under the CFPB case come by check from the administrator, Rust Consulting. Report such fee requests at ReportFraud.ftc.gov and to your state attorney general.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBComplaints in the last 3 years
32 reviews · 223 complaints · BBB business grade A+ · average customer rating 1.06 / 5
CFPBAll complaints since 2012 filed under Navient Solutions, LLC
43,791 complaints
TrustpilotAll reviews on the claimed navient.com profile
18 reviews · TrustScore 1.7 / 5
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 201 historical complaints about Navient, published between 2000 and 2014. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

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EDITORIAL

Complaints about Navient: CFPB database, BBB and Trustpilot

CFPB Consumer Complaint Database. The database lists 43,791 complaints filed against Navient Solutions, LLC since March 2012. Most are about student loans (35,799); others concern debt collection (4,067) and credit reporting (about 3,800 across the CFPB's old and new credit reporting categories). In the last 12 months, 620 complaints were filed, 465 of them about student loans and 105 about credit reporting. Across all years, the company closed most complaints with an explanation (41,186); 1,275 were closed with non-monetary relief and 1,010 with monetary relief. The CFPB publishes these complaints without verifying the consumers' accounts of events.

BBB. Navient's BBB profile, listed in Wilmington, Delaware, has been BBB Accredited since September 15, 2022 and is rated A+. BBB lists 223 complaints in the last three years (4 in the last 12 months) and a 1.06 out of 5 average from 32 customer reviews. BBB's letter grade reflects how a business responds to complaints, not the average of customer reviews.

Trustpilot. The claimed navient.com profile shows 1.7 out of 5 from 18 reviews, and Trustpilot notes that the company has not invited customers to review it recently.

These figures come from different sources, measure different things and are not added together.

Reports on this site. 201 published complaint reports are linked to this profile. The linked reports were filed between 2000 and early 2014 under the name Sallie Mae, when the loan-servicing business that became Navient was still part of the old Sallie Mae (SLM Corporation). They describe Sallie Mae's servicing and collection practices of that time, not Navient's or MOHELA's practices today, and some may concern loans that stayed with Sallie Mae Bank after the 2014 split.

Had an experience with Navient? Tell other people what happened.

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EDITORIAL

Navient student loan problems: who services your loan and where to send a dispute

MOHELA now handles Navient accounts. Navient's servicing agreement with MOHELA took effect on July 1, 2024, and on October 21, 2024 borrowers' accounts moved to MOHELA. Navient says that all of its student loan servicing went to MOHELA, "with some rare exceptions, such as defaulted loans."

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Your account number, loan terms, interest rate, phone number and the addresses for mailing payments and correspondence stayed the same, and Auto Pay carried over. You log in at servicing.mohela.com with the user ID and password you used with Navient. MOHELA's customer service number is (888) 272-5543 (toll-free), open 8 a.m. to 9 p.m. ET on Monday, 8 a.m. to 8 p.m. ET Tuesday and Wednesday, and 8 a.m. to 6 p.m. ET Thursday and Friday. This applies to both federal FFELP loans and private loans that Navient owns: start any billing, payment or repayment-plan dispute with MOHELA, in writing, and keep a copy.

Owner and servicer are different roles. Navient defines the loan owner as the party that holds the loan agreement and has the right to collect, and the servicer as the company that collects payments and answers questions.

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Navient still owns its FFELP and private loans, so its name can still appear on a loan or credit report while MOHELA is the company you pay and call.

  • Federal Direct Loans. Navient no longer services Direct Loans for the Department of Education. On October 20, 2021 Maximus announced that the Department's Office of Federal Student Aid had approved transferring Navient's contract for servicing Department-owned loans to Maximus, whose servicing division is Aidvantage; the 2024 CFPB order permanently bars Navient from servicing Direct Loans.
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    The CFPB says you can find your federal loan servicer by logging into your Federal Student Aid account at StudentAid.gov; for a private loan, check your promissory note, disbursement notice or credit report.

  • Payments. Keep sending mailed payments to the same address, but make the check payable to MOHELA.
  • Defaulted loans. If Navient itself still services your defaulted loan, Navient directs questions to its Office of the Customer Advocate at [email protected], and you can appeal an Office of the Customer Advocate response through the same address.
  • Credit report errors. Dispute the error in writing, with copies of your documents, with each credit reporting company that shows it, and also with the company that reported it (the furnisher, here Navient or MOHELA). The CFPB recommends certified mail and says a furnisher dispute can go to the furnisher's address on your credit report or to an address it designates for disputes; furnishers generally must investigate and respond within 30 days. An unfamiliar company name can appear because lenders sell accounts or use collection companies.
  • Escalation. If MOHELA or Navient does not fix the problem, file a complaint with the CFPB at consumerfinance.gov/complaint or by phone at (855) 411-2372; the CFPB forwards it to the company for a response.
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    You can also complain to your state attorney general and to the BBB. For a federal loan (FFELP or Direct Loan) dispute that the servicer has not resolved, Federal Student Aid's Ombudsman Group, reached through the feedback center at StudentAid.gov, is a further step; it does not handle private student loans, which go to the CFPB.

CFPB settlement checks. Eligible borrowers under the 2024 CFPB order have already been identified and contacted, there is no claim to file, and the CFPB says it will never require you to pay money to obtain redress.

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Questions about the case, including if you think you should have received a check and did not, go to Rust Consulting at 1-800-711-8418, [email protected], or CFPB v Navient, P.O. Box 2561, Faribault, MN 55021-9561. Keep copies of every letter, payment confirmation and transfer notice.

EDITORIAL

CFPB lawsuit and 2024 order, 39-state settlement, and other government actions

CFPB lawsuit, 2017. On January 18, 2017 the CFPB sued Navient Corporation, Navient Solutions, LLC and Pioneer Credit Recovery, Inc. in federal court in the Middle District of Pennsylvania (case 3:17-cv-00101). The CFPB alleged that Navient steered borrowers facing long-term hardship into forbearance instead of explaining income-driven repayment plans, failed to tell borrowers clearly that they had to recertify their income every year, misled private loan borrowers about how to release a cosigner, misapplied payments, and lacked reasonable procedures for accurate credit reporting about borrowers whose federal loans were discharged for total and permanent disability. It also alleged that Pioneer and Navient Corporation misled borrowers about how loan rehabilitation would affect their credit reports and which collection fees would be forgiven. Navient called the allegations unfounded.

2024 order. On September 12, 2024 the court entered a stipulated judgment and order. The defendants "neither admit nor deny any allegations in the Complaint, except as specified in this Order." The order requires $100 million in consumer redress and a $20 million civil money penalty, permanently bans Navient from servicing federal Direct Loans, limits its consumer-facing servicing of FFELP loans, bars it from acquiring more FFELP loans, and sets rules for borrower communications and payment handling.

Redress payments. The CFPB says affected consumers are receiving a check and that the payments "do not change or reduce any student loans affected consumers may have"; borrowers should keep working with their servicer. The payment period began February 13, 2026 and is ongoing. Eligible consumers have already been identified and contacted, and claims are not being accepted. The administrator, Rust Consulting, answers questions at 1-800-711-8418 (toll-free), [email protected], or CFPB v Navient, P.O. Box 2561, Faribault, MN 55021-9561.

More on regulatorsShow less

39 state attorneys general, 2022. On January 13, 2022 a bipartisan group of 39 attorneys general announced a $1.85 billion agreement with Navient, subject to court approval. According to the New York Attorney General, the agreement provides for cancelling about $1.7 billion in private student loan balances owed by nearly 66,000 borrowers, $95 million in restitution (about $260 each) for about 350,000 federal loan borrowers placed in long-term forbearance, $142.5 million paid to the states, and changes in servicing practices. The states' claims were allegations. Eligible federal borrowers did not need to apply; they only had to keep their address current in their StudentAid.gov account.

Earlier actions. The CFPB's 2024 release says that in 2014 the Department of Justice and the FDIC required Navient and its predecessor to pay almost $100 million for overcharging nearly 78,000 servicemembers, and that in 2021 the Department of Education ordered Navient to return more than $22 million in overcharges.

Company position. Navient's BBB profile still carries the 2017 notice describing the CFPB suit as pending, with Navient's statement that the allegations are unfounded; the case ended with the 2024 order.

EDITORIAL

Court record

Court records

The main court case is the CFPB's lawsuit in the U.S. District Court for the Middle District of Pennsylvania (case 3:17-cv-00101), filed January 18, 2017. Navient moved to dismiss on March 24, 2017, and the court denied the motion on August 4, 2017. Navient moved for judgment on the pleadings on July 10, 2020, and the court denied that motion on January 13, 2021. The court entered a stipulated judgment and order on September 12, 2024, ending the case on agreed terms without a trial; the CFPB lists its status as Post Order/Post Judgment.

More on the lawsuitsShow less

In its quarterly report for the period ended June 30, 2026, Navient says it has been named as a defendant in a number of putative class actions and other cases alleging violations of federal and state consumer protection laws, including the Telephone Consumer Protection Act, the Fair Credit Reporting Act and the Fair Debt Collection Practices Act. The company says it is not possible at this time to estimate a range of potential exposure from them.

PUBLIC RECORD

Court & Public Records

Consumer Financial Protection Bureau v. Navient Corporation, Navient Solutions, LLC and Pioneer Credit Recovery, Inc.

Settled

U.S. District Court, M.D. PennsylvaniaDocket 3:17-cv-00101Source ↗

Settled

The CFPB lists the case as Post Order/Post Judgment, and redress checks are being paid.

Case details: Consumer Financial Protection Bureau v. Navient Corporation, Navient Solutions, LLC and Pioneer Credit Recovery, Inc.Show less

Filed by the CFPB. The court entered a stipulated final judgment and order on September 12, 2024, after earlier denying Navient's motion to dismiss (August 4, 2017) and its motion for judgment on the pleadings (January 13, 2021). The order requires $100 million in consumer redress and a $20 million civil money penalty, permanently bars Navient from servicing federal Direct Loans, limits its consumer-facing servicing of FFELP loans, bans it from acquiring more FFELP loans, and sets conduct requirements. It states that "Defendants neither admit nor deny any allegations in the Complaint, except as specified in this Order."

EDITORIAL

Who Navient is, what it owns, and what it sold

Origins. Navient traces its history to the Student Loan Marketing Association, known as Sallie Mae, which opened in 1973 as a government-sponsored enterprise supporting federal student lending. Navient's own company history counts Sallie Mae's in-house loan servicing, begun in the late 1970s, and its federal loan servicing for the Department of Education from 2009 as part of its past. In 2014 that loan-servicing and loan-holding business separated from Sallie Mae as Navient and listed on Nasdaq under the symbol NAVI. The Sallie Mae name stayed with the other company: today Sallie Mae Bank, a subsidiary of SLM Corporation, makes private student loans and offers savings accounts and is not part of Navient. Complaints about a loan that Sallie Mae Bank holds or services now go to Sallie Mae, not to Navient or MOHELA. The CFPB describes Navient as "formerly known as Sallie Mae" and as a nonbank that "owns and services student loans." Its headquarters are at 13865 Sunrise Valley Dr., Suite 300, Herndon, VA 20171.

Corporate structure. On October 28, 2026 Navient completed a holding company reorganization: Navient Corporation merged into a subsidiary that was renamed Navient LLC, each Navient share became one share of the new parent, Navient Holdings, Inc., and that stock trades on Nasdaq as NAVI from October 29, 2026. The filing says the directors and executive officers stayed the same. Navient Solutions, LLC (NMLS #212430) operates the navient.com website.

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What it owns and does. Navient's second-quarter 2026 results describe two loan segments: Federal Education Loans, a portfolio of federally guaranteed FFELP loans (about $26.6 billion net at June 30, 2026), and Consumer Lending, a portfolio of private education loans. Through the Earnest brand it originates new loans, mainly refinance loans and some in-school loans. Navient sold its healthcare services business in 2024 and its government services business in early 2025. In 2021 it transferred its Department of Education servicing contract, so it no longer services federal Direct Loans for the government.

MOHELA. Navient's servicing outsourcing agreement with MOHELA took effect on July 1, 2024, and borrower accounts moved to MOHELA on October 21, 2024. Navient says MOHELA "is not purchasing or merging with Navient": Navient still owns the loans, and MOHELA handles payments, repayment plans and borrower questions. Pioneer Credit Recovery, Inc., a collection agency, was a Navient subsidiary when the CFPB sued in 2017.

2026 data incident. In a Form 8-K filed July 2, 2026, Navient said it learned on June 8, 2026 of a ransomware attack on a third-party law firm that provides services to the company. It said borrower information held by the firm, such as names, dates of birth, addresses and Social Security numbers, was accessed; that the incident was limited to the firm's systems; that it had found no evidence of unauthorized access to its own systems; and that it is notifying affected people and regulators as the law requires. Navient determined the incident to be material on June 29, 2026. If you receive a notice, the FTC's IdentityTheft.gov explains how to place a fraud alert or credit freeze.

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Company Relationships

  • Affiliated withNavient Solutions, LLC
  • Formerly known asSallie Mae (name of its loan-servicing business until the 2014 split; Sallie Mae Bank is a separate company today)
EDITORIAL

Frequently Asked Questions

Who services my loan if my statements used to come from Navient?

For most former Navient borrowers, MOHELA. Navient moved all of its student loan servicing to MOHELA, with rare exceptions such as defaulted loans. You log in at servicing.mohela.com with your old Navient user ID and password, and the phone number, account number and payment address are unchanged. Federal Direct Loans that Navient once serviced for the Department of Education are a separate case: on October 20, 2021 Maximus announced that the Department of Education had approved transferring Navient's contract for those loans to Maximus, whose servicing division is Aidvantage. Log into your StudentAid.gov account to see your current federal servicer.

When did MOHELA start servicing Navient loans?

In two steps. Navient's servicing outsourcing agreement with MOHELA took effect on July 1, 2024, and on October 21, 2024 borrowers' accounts officially transferred to MOHELA, which sent each borrower a welcome letter. Since then borrowers log in at servicing.mohela.com and pay MOHELA.

Who handles a defaulted student loan that Navient still services?

Navient's Office of the Customer Advocate. Navient's Contact Us page says borrowers with a defaulted loan that Navient now services should send questions to the Office of the Customer Advocate at [email protected], and that an appeal of the office's response goes to the same address. Defaulted loans were among the rare exceptions that did not move to MOHELA.

What did the 2024 CFPB order require of Navient?

The stipulated judgment entered September 12, 2024 requires $100 million in consumer redress and a $20 million civil money penalty. It permanently bans Navient from servicing federal Direct Loans, limits its consumer-facing servicing of FFELP loans, bars it from acquiring more FFELP loans, and sets rules for borrower communications and payment handling. The defendants "neither admit nor deny" the complaint's allegations.

Are checks being paid under the CFPB v. Navient case, and do they change my loan?

The CFPB says affected consumers are receiving checks, with payments that began February 13, 2026 and are ongoing. The checks do not change or reduce any student loan balance, so keep paying your servicer as usual. Eligible consumers have already been identified and contacted, claims are not being accepted, and you do not need to do anything to receive a payment. The CFPB will never require you to pay money to obtain redress. Questions go to the administrator, Rust Consulting, at 1-800-711-8418 or [email protected].

What was the 2022 settlement with state attorneys general?

On January 13, 2022, a bipartisan group of 39 state attorneys general announced a $1.85 billion agreement with Navient, subject to court approval. It provides for cancelling about $1.7 billion in private student loan balances owed by nearly 66,000 borrowers, $95 million in restitution (about $260 each) for about 350,000 federal loan borrowers, $142.5 million paid to the states, and changes in servicing practices. The states' claims were allegations. Eligible federal borrowers did not need to apply; they only had to keep their address current in their StudentAid.gov account.