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Navient’s Strange History and Student Loan Exit is a Warning to Borrowers

Three different names in less than a decade, and the only constant has been poor customer service.

Written By: Michael P. Lux, Esq.

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After more corporate reshuffling and rebranding, federal loans formally serviced by Navient will soon transfer to Aidvantage, the newly created federal loan servicer of Maximus.

What does all this movement mean for borrowers?

Regulators claim that the move is in the best interest of borrowers. However, the exact benefits are murky at best.

We do know that hundreds of Navient employees are becoming Maximus employees. It isn’t clear how a new corporate entity signing their checks will mean a better experience for borrowers.

The Creation of Navient

In 2013, student loan giant Sallie Mae split into two different companies: Sallie Mae and Navient. Sallie Mae tasked Navient with handling federal student loan servicing.

At the time, Sallie Mae faced significant regulatory pressures, and many consumer advocates criticized Sallie Mae for providing lousy advice to borrowers and failing as a servicer.

Borrowers were told that Navient’s split from Sallie Mae might actually be a good thing. Why? Because the Department of Education contracts were “very specific in what companies like Navient can and can’t do for borrowers.”

Instead, Navient repeatedly faced controversy, investigations, and lawsuits.

Navient’s Checkered Past – A Timeline of Failing Borrowers

Same People, Different Name

Aidvantage is supposedly different and better for borrowers.

Once again, we are told that the contract terms mean borrowers will get better servicing.

Borrowers who were around for the 2014 transition know that “strict” contract terms don’t necessarily mean better servicing.

Maybe this time will be different. Maybe the new contract terms are actually better for borrowers.

I’m not holding my breath.

The fact that hundreds of Navient employees are now Maximus/Aidvantage employees scares me. The name on the building couldn’t matter less. The guidance borrowers receive is what matters.

If the same people provide the same short-sided help for borrowers, nothing will improve.

Tips for Borrowers Stuck with Navient/Maximus/Aidvantage

New servicers are almost always an issue for borrowers. In some cases, it is a minor inconvenience. In others, the servicer transition causes major problems like missed payments and adverse credit reporting.

Sadly, borrowers don’t have the right to prevent a servicer transfer. Worse yet, borrowers have limited options for picking a new servicer.

There are several things Naivent borrowers can do right now to avoid major issues with the transition:

  • Update your contact info. Aidvantage will mail several important letters when the loans transfer. Missing these letters could mean missed payments.
  • Back up your records. The Department of Education should have a record of all payments. Documents should get moved over to Aidvantage. However, mistakes happen. Borrowers can protect themselves by making copies of statements and payments on their federal loans.
  • End automated payments. Many borrowers have their bank automatically mail a check each month. Don’t assume your bank will update the address or that the check will get forwarded. Instead, end one bill payment and create another to replace it.
About the Author

Student loan expert Michael Lux is a licensed attorney and the founder of The Student Loan Sherpa. He has helped borrowers navigate life with student debt since 2013.

Insight from Michael has been featured in US News & World Report, Forbes, The Wall Street Journal, and numerous other online and print publications.

Michael is available for speaking engagements and to respond to press inquiries.

1 thought on “Navient’s Strange History and Student Loan Exit is a Warning to Borrowers”

  1. I dealt with Sallie Mae and Navient. Both times I was told by their agents and managers the public service loan forgiveness option was no longer a program being done, it was “Cancelled by the federal government.” I have since learned that I paid thousands of dollars to them that they were not entitled to receive and that had they been doing things properly my student loans would have been forgiven long ago. Both Sallie Mae and Navient need to be investigated, fined, and shut down by the U.S. Departments of Education and Justice for decades of fraud.


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