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Navient is one of eight companies that service federal student loans by collecting and tracking payments. Navient is expected to end its federal student loan servicing after December 2021.
You’ll be notified when this happens, and you’ll manage payments with the new servicer, which is expected to be Maximus — the servicer that currently manages defaulted federal student loans.
Until that switch is made, if you have been assigned Navient as your servicer, you can:
Register for online access to your account. Once you have access you can contact Navient, access your monthly billing statements and pay bills.
Enroll in autopay. Navient can deduct your payments automatically from your bank account. Signing up for autopay will reduce your interest by 0.25%.
Process deferment and forbearance requests. Navient can help you temporarily stop making payments or reduce your payment amount if you qualify. This helps you stay in good standing to avoid default. But during any periods of deferment or forbearance, interest can continue to build.
Process monthly payments and extra payments. Navient will track and collect your payments. If you want to make additional payments, you can instruct Navient (online, by phone or by mail) to apply extra payments to your current balance. Otherwise, it may apply the additional amount to next month’s payment instead.
Your loan servicer is assigned by the U.S. Department of Education when your loan is disbursed to your college for the first time. The name of the company sending you a federal loan bill every month is your servicer. If your loan payments haven’t begun or you’re not sure which company is your servicer, log in to My Federal Student Aid to find out. You can also get in touch with any of the loan servicer contact centers by calling 1-800-4-FED-AID.
Servicers are there to help you, but they may offer choices that are best for the company, not the borrower. That means they can’t change how payments are processed and may not suggest the most beneficial repayment option for you. It’s most important to know your repayment options so you can know the right questions to ask.
When will my loans be transferred from Navient?
Navient is scheduled to continue servicing loans through December 2021. Loan servicing will end when the contract ends.
Prior to servicing contracts ending, borrowers should do the following:
Download and save your payment history from your online account or request a copy from your servicer.
Update your contact information with your most recent address, phone number and email address.
You’ll be notified when a loan servicing transfer happens, and you’ll manage payments with the new servicer. All servicers deliver the same options and programs, but customer service may differ from one to another.
When your loan transfers, you'll receive information explaining how to access your account via its servicing portal and sign up for online payments, autopay and email-only notifications. Even if you had these features set with your previous servicer, you'll have to start them up again with your new servicer.
You are likely to remain with your assigned servicer unless you act to switch servicers. Use this tool to find out what might work for you.
How to reach Navient customer service
Navient contact number: 1-800-722-1300
Navient hours of operation: Monday - Thursday 8 a.m. - 9 p.m. ET and Friday 8 a.m. - 8 p.m. ET
Navient address for loan payments:
Navient - U.S. Department of Education Loan Servicing
P.O. Box 4450
Portland, OR 97208-4450
Navient address for general correspondence:
Navient - U.S. Department of Education Loan Servicing
P.O. Box 9635
Wilkes-Barre, PA 18773-9635
Navient website: Navient.com
Navient email: Log in to your Navient account to access the Email Us feature in the Help Center.
Navient recently settled a suit filed against the servicer by the American Federation of Teachers that alleged Navient's customer service practices led borrowers to be denied loan forgiveness or miss out on the best possible payment plan. Navient is still the subject of multiple suits filed by the Consumer Financial Protection Bureau and several state attorneys general.
How to complain about Navient
If you’re having difficulty with Navient that you have been unable to resolve, start by filing a complaint directly with its Office of the Consumer Advocate. It’s the servicer’s highest customer service office. Call 888-545-4199 or email [email protected].
If your issue goes unresolved, you can also make complaints about Navient to:
Make sure to keep records of conversations you have, including the day, time and customer service representative you spoke with. Keep copies of any letters, bills or emails about your account.
How to settle a dispute with Navient
If a complaint doesn’t help, you can contact the Federal Student Aid Ombudsman Group. This method should be used only as a last resort, says the federal student aid office. Complete all information on the Ombudsman Information Checklist before contacting. When you’re ready to reach out, here’s how to get in touch:
By mail: U.S. Department of Education
FSA Ombudsman Group
P.O. Box 1843
Monticello, KY 42633
You can also reach out to a student loans nonprofit such as The Institute of Student Loan Advisors, which provides free dispute resolution.
The eight federal student loan servicers
Learn more about each of the federal loan servicers, including what they can do and how to contact.