Consumer complaint received 2021-06-20
Company: Nelnet, Inc.
State: CA
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 am a XXXX XXXX that has worked 11 years in XXXX in the XXXX XXXX XXXX. My student loan journey is not an uncommon one. Upon graduating in XX/XX/XXXX, I was not told about the Public Service Loan Forgiveness ( PSLF ) program or anything of the sort. Not by my school XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, CA ) during student loan exit counseling or by any one of my several servicers at the time ( XXXX, Nelnet, Great Lakes, etc. ). 

After my 6 month new grad deferment I started repaying my loans in XX/XX/XXXX. In XX/XX/XXXX, I was told by a former classmate of mine about the PSLF program and immediately requested more info and had to do my own research about it as my servicers were not very helpful at this time. To my surprise, despite receiving government loans for XXXX XXXX, some of my loans did not qualify for the program and that I would need to forfeit 12 months of payments in order to consolidate my FFEL loans to a Direct Loan despite working full time for a qualifying employer under the correct income based repayment ( IBR ) plan at that time. 

Fast forward 10+ years and I have been lucky enough to help thousands of patients in the public sector through many different issues including helping well over 400+ COVID patients in the last year regain their strength, mobility and quality of life. The lessons I have learned and the relationships that I have gained working in the XXXX XXXX XXXX have been invaluable for my personal and professional growth. I only have 9.5 months left until I can apply for PSLF forgiveness at this time. If that year of FFEL payments would be counted I would have been done by now. Sadly I am not alone. Many others are in much worse shape than I am due to vast malfeasance and misinformation not only by the Education Department ( ED ) but many student loan servicers and schools. 

PSLF reform needs to happen. That is obvious. A quick internet search can find hundreds of similar stories of the predatory student loan system that has continued to only get worse. The ED and schools need to be giving students ALL the options regarding repayment and forgiveness towards their student loans. I have heard that a 90 day audit of the PSLF program is potentially happening before the currently scheduled payment restart date of XX/XX/XXXX. I am asking not only for a deep dive into current practices but to strongly consider counting the FFEL and any other loans for those that have worked 10 years in the public sector towards PSLF whether it be through the Temporary Expanded Public Service Loan Forgiveness ( TEPSLF ) or otherwise. We have upheld our end of the agreement by working 10 years in the public sector now it is the governments turn to uphold their end and offer forgiveness. 

Thousands of employees that have diligently served in the public sector from teachers to healthcare workers to military and every other public job out there across this great country would greatly appreciate it. I do not expect my story to change much with the current student loan landscape that we are navigating but I hope this letter sparks conversation and positive change if not for myself then for the many borrowers that are coming after me. 

Thank you for your time and consideration, XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation