Consumer complaint received 2023-09-15
Company: Nelnet, Inc.
State: SC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Here is a string of events copied from my notes. There are some things about student aid.gov but my main complaint is with Nelnet. Some of this may or may not be relevant but it would be difficult to tease out the lack of communication between the agencies. 

*US Dept of E sent email on XX/XX/XXXX stating that if applied to repaye/IBR automatically enrolled in SAVE. 

*Applied for IBR on XX/XX/XXXX processed XX/XX/XXXX according to studentaid.gov XXXX Nelnet says on website I will owe XXXX a month but still says Im on IBR. I can not find anywhere how much of this is principle, interest, or if I decide to pay extra how that will pan out. I can not find any information regarding how old they consider my loan and how many payments I have left before it would be forgiven. 

*Sent email to Nelnet between XX/XX/XXXX and XXXX asking specific questions regarding my unique situation with my loans. Can not find record of email but do recall getting an acknowledgment email that they received mine shortly after. 

*Updated contact info at their automated notification request on XX/XX/XXXX *US Dept of Ed emails requesting to apply for SAVE beta and you wont have to reapply later. XX/XX/XXXX and XX/XX/XXXX XXXX Received automated email acknowledging they have not answered my email sent weeks ago. Email states to try FAQ page, which did not help as I visited that before I emailed. They stated they do not intend to and can not answer my email. 

*Attempted to reapply on XX/XX/XXXX but stopped due to studentaid.gov giving me a higher number for monthly payment ( XXXX XXXX something ). Further confusion ensues. Borrowers on student loan community pages on XXXX said they were on hold for 4 hours only to lose call specifically with Nelnet. Discouraged from calling. 

XXXX XXXX payment of XXXX dollars online. Payment will go through XX/XX/XXXX. Nelnet records XXXX as when I paid, not XXXX for some reason. Confirmation number XXXX. Interest is accruing at approximately {$8.00} a day. 

XXXX signed up for auto debit for .25 % discount. No where I located where it confirms I am actually receiving .25 % discount. 

*Reapplied for SAVE on XXXX. As of this day studentaid.gov said original IBR application was processed. Nelnet says its still in review. 

*As of XX/XX/XXXX Nelnet still says is its in review from receiving original application on XX/XX/XXXX and please allow XXXX days to complete your request. No mention of my second application. 

XXXX called Nelnet XXXX XXXX minute wait time. No offers to leave a message. On hold for XXXX minutes before I hung up. Automated message during hold time says I should be getting a status update regarding my account every 10 days. Ive received no correspondence from Nelnet regarding my application. Ever. 

XXXX I discover of my XXXX dollar payment, XXXX went to principle and XXXX went to interest. My account says I have accrued XXXX dollars in interest and my principle is XXXX. Still very confusing how this is all working. Am I getting my .25 % discount? 

XXXX checked studentaid.gov and 2nd IDR applied for on XXXX is still in review. No longer a record of my XX/XX/XXXX application. In fact, other IDR requests from XXXX, XXXX are still in review according to their website. They also say as of XX/XX/XXXX my loan is XXXX ( XXXX principle and XXXX interest ). I paid down my loans to XXXX even during COVID and didnt make my first repayment until XXXX. None of this makes sense. While I was searching studentaid.gov page, it crashed. 
* As of XX/XX/XXXX Nelnet still hasnt acknowledged 2nd application. States my current balance is XXXX. Beginning to wonder if Im on the same plan as before the pause inspite of me applying for SAVE as soon as I could.

Company response to consumer: Closed with explanation