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Navient Customer Service: What It Can Do and How to Contact

Navient is one of nine federal student loan servicers that manage loans.
Dec. 2, 2019
Loans, Student Loans
Navient Federal Loan Servicing: What You Need to Know
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Navient is one of nine companies that service federal student loans by collecting and tracking payments. If Navient is your student loan servicer, here’s what it can help you do.

  • 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%.
  • Sign up for income-driven repayment. You can request income-driven repayment, which limits your student loan payments to a percentage of your income, by completing a paper form with Navient. (You can apply online on studentloans.gov and then recertify your income each year online as well.)
  • 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.

» MORE: Student loan servicers: Who are they and what do they do?

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.

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.

Am I stuck with Navient until my loans are paid off?

Loans are sometimes transferred from one servicer to another by the Department of Education.

You’ll be notified if this 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.

Otherwise, you are likely to remain with Navient 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 social channels: Navient Facebook & Navient Twitter

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:

Phone: 877-557-2575

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.

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