Consumer complaint received 2022-04-30
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:
Nelnet Account # : XXXX To Whom It May Concern : Nelnet is my student loan servicer. Former President Donald Trump declared a pause on federal student loan payments & interest accrual 2 years ago. President Biden has extended the pause, via Executive Order, most recently in XX/XX/XXXX. 
Nelnet complied with both Presidents ' pauses on federal student loan payment & interest accrual for the first 2 years. I received monthly statements showing a {$0.00} payment due, and {$0.00} interest accrual. Until XX/XX/XXXX. Then, suddenly & without explanation, on XX/XX/XXXX, Nelnet violated the President 's Executive Order/pause, and sent me a bill for a federal student loan payment due ( plus interest accrued ), for a payment due on XX/XX/XXXX. I immediately emailed Nelnet the same day Thursday XX/XX/XXXX & asked what was happening. I did not receive a reply from Nelnet. I emailed Nelnet again the evening of Friday XX/XX/XXXX. 
No reply was received from Nelnet until 6 days later on Wednesday, XX/XX/XXXX. A reply from Nelnet rep XXXX XXXX, did not address my concerns ; rather, their reply requested I provide my XXXX, SS # and Nelnet Account number. They were asking me to send sensitive PII information to them via unsecure email. This is a violation of privacy regulations. I did not reply to Nelnet. 
Then, suddenly the very next day Thursday XX/XX/XXXX, Nelnet rep XXXX XXXX sent me an email. Nelnet 's email simply stated my account is current and that my next scheduled payment of {$470.00} is due on XX/XX/XXXX. Thats it. No other information, no addressing my concerns, completely ignoring me, my concerns & the President of the United States Executive Order/pause on federal student loans & interest accrual. 
President Joe Biden is currently considering a partial or full cancellation of federal student loan debt. It has been all over the news. The banks & lenders are extremely concerned. However, that is their problem. They can not arbitrarily & unilaterally violate an Executive Order. In addition, why are they ignoring me? Is it just me they are trying to ignore/bully/intimidate? Or are there potentially thousands, millions of other people with federal student loans being bullied by Nelnet? Is this occurring only in California? Other states too? Whats going on with Nelnet? Could this be a potential class action lawsuit? Why are they providing very delayed replies, and replies that completely fail to answer my very basic question? Also, why does XXXX Nelnet rep XXXX XXXX ask for all of my PII & very private sensitive info like DOB, SS # and Account # by unsecure email? And why the very next day is Nelnet rep XXXX XXXX then telling me my account is current & payment due asap? 
Nelnet & the lenders are very concerned that partial or entire federal student loan cancellation is a very real possibility. Nelnet is therefore engaging in hostile & aggressive loan collection in an attempt to bully, intimidate customers to try and recoup as much of the loans as possible before this potential federal student loan cancellation occurs. 
This is very concerning. I XXXX be contacting an attorney to review my options. If this is happening to multiple customers, it is the basis for class action lawsuit. 
I request a cease & desist order be placed on Nelnet, and, that they be fined appropriately for violating a standing 2-year Executive Order for the past 2 years. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation