Consumer complaint received 2019-05-29
Company: Nelnet, Inc.
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I have been trying to really work with Nelnet recently ( and for most of this entire MONTH of XX/XX/XXXX ) to help me decide the best plan of action to take for this next year since it is time to re-certify again. I also have tried to decide whether or not I should consolidate my loans. I have called SEVERAL times and each time I get different answers to some of my questions ( not ALL thankfully ) or " I don't know. '' I have been put on hold for 15 minutes at a time just to talk to someone and then when I finally get a human there have been times I have been put on hold AGAIN because they don't know the answer to my questions! Some are more helpful than others but the fact remains that I feel " jerked around '' and that MOST of the advisers are NOT helpful and in fact have made this whole stressful situation even MORE stressful! I realize that no one can make the major decisions for my loans except me but now I have lost any trust I had with Nelnet ( I believe this is only the 2nd year I have been with them ). 
First of all I'm not even sure WHEN I need to re-certify by or WHEN the payments will increase if I DON'T. I received an email from Nelnet saying that if I do not re-certify by XX/XX/XXXX then my payments will increase on XX/XX/XXXX. When I speak to the advisers they tell me my payments will increase by XX/XX/XXXX if I don't re-certify before that and that I still have a little time ( but not much ) to get those re-certification papers in. Who is correct? Who knows?! Then on XX/XX/XXXX I spoke with someone named XXXX because I had received an email that my account was placed on " admin. forbearance '' which is something I DID NOT request. He told me it was the mistake of whoever the last person I spoke with was. He said it would be removed from my account and NO extra charges or interest would occur. At this point I've lost trust with Nelnet so I'm not sure if this information about added fees or interest while being placed on an administrative forbearance that I did NOT request is even true?! He also told me to make a MANUAL PAYMENT for this month ( the month of XX/XX/XXXX ) because the " admin. forbearance '' had somehow messed up my auto debit. I made this manual payment on XX/XX/XXXX but then I noticed my account said I was being charged DOUBLE ( I had already made the " manual payment '' at this point ) so I called and spoke to another woman whose name I did not record. SHE told me it was a good thing I called because I WAS going to be charged twice if she didn't cancel the extra, manual payment right then. Her exact words were, " I don't know why the last adviser told you to make a manual payment. '' So then I didn't realize that my XX/XX/XXXX PAYMENT had STILL NOT come out of my checking account until today ( XX/XX/XXXX ) and I called today ( XX/XX/XXXX ) and was told by Another adviser that I was SIX DAYS PAST DUE for my {$230.00} for my XX/XX/XXXX payment. So I said WELL I'm glad I called again!! Even though EVERY TIME I talk with an adviser I get different answers and end up having more questions than I did before. She made the payment for me over the phone ( at least that is what she said she did ). I still have not gotten those papers in ( I plan to do so tomorrow ) and I have no idea HOW this is going to affect my account at this point. Thankfully I've been doing my own research or I would STILL be totally lost FOR SURE! I feel I may as well flip a coin to decide. This experience has been ridiculous and these issues are just SOME I have had with them. I WANT to switch student loan servicers but I do not believe I am able to unless I consolidate or refinance which at this point I am NOT wanting/NOT ABLE to do. 
Thank you for reading

Company response to consumer: Closed with explanation