Why is a student loan servicer any different from a mortgage servicer? I don't go to my mortgage servicer for leniency or charity; why should my student loan servicer be any different?
If we want student loan servicer behavior to change, we need to legislate it. Just like we did (or didn't, depending on your point of view) for mortgage servicers.
Not to actually argue for or against, but mortgage holders don't hand 5 or 6 figures of unsecured debt to an 18 year old without any due diligence on if the loan has a chance of being repaid.
Student loan servicers are guaranteed repayment by statute. They are in a much easier business than mortgage lenders.
That said, Navient is in the business of collecting on debts, and they have every right to do so within the bounds of the law. They don't owe borrowers anything.
And those statues are the only reason student loans exist. It's a laughable idea, at the scale they are now anyway, otherwise.
I don't personally expect Navient to do anything better than follow the law; I don't expect any help or counseling from them. In fact, I'd be suspect of any such counsellings.
If we want student loan servicer behavior to change, we need to legislate it. Just like we did (or didn't, depending on your point of view) for mortgage servicers.