That's just it. Servicers of student loans have certain obligations that aren't required of other types of loans. There's a 600+ page book called the Common Manual that lists all the rules. I don't even know most of them, because I only ever worked with initiating consolidation loans.
These articles from The Consumerist give you a better idea what the outrage is about:
I think the first covers the "moral outrage" a bit more than the second when it mentions how Navient's public statements are all to the effect of "we're here to help you," while their actions all point the other way. The second is just some straight up shady shit they've been doing.
These articles from The Consumerist give you a better idea what the outrage is about:
https://consumerist.com/2017/04/03/navient-claims-its-under-...
https://consumerist.com/2017/01/18/student-loan-giant-navien...
I think the first covers the "moral outrage" a bit more than the second when it mentions how Navient's public statements are all to the effect of "we're here to help you," while their actions all point the other way. The second is just some straight up shady shit they've been doing.