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.
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.