Like so many teaching professionals, New York City public school teacher Melissa Garcia says she took out loans to help meet the expense of earning a master’s degree. And like so many students everywhere, those loans were ultimately serviced by Navient, the legacy student loan behemoth.

Born out of the privatization of its predecessor Sallie Mae, Navient held a portfolio of nearly $88 billion worth of federally backed student loans at the end of 2016. Garcia says that she trusted Navient to provide truthful, accurate information about her loan repayment options, specifically because, as a teacher, she hoped to become eligible for the federal Public Service Loan Forgiveness program.

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