My Navient account is locked due to failed attempts at logging in. Even though I use plenty of personal information to retrieve username and changing password. It says, I should call them to have them unlock it. 
I 've called multiple times in the past year only to be on hold for more than 45 minutes then I hang up. I 've gotten though once, only to be told, " I do n't know how to help you '' and then asked to be transferred to someone that does. During the " transferring '' of the call, I 'm hung up on. I 've stopped bothering to get into my account because it 's on auto pay and they do n't bother me. 
However, it 's ridiculous for this to be happening. Managing your account should n't be this hard.