Consumer complaint received 2023-11-20
Company: Nelnet, Inc.
State: SC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I am writing to express my deep frustration and concern regarding the recent challenges I've faced while managing my student loans through Nelnet , Inc . I kindly request your assistance in resolving these matters and providing clear guidance on the status of my applications. 

Over the past few months, with help from the XXXX XXXX XXXX XXXX, I've made persistent attempts to contact Nelnet by phone to discuss crucial matters concerning my student loans, such as applying for unemployment deferment and completing the Income-Driven Repayment ( IDR ) plan. Regrettably, despite spending multiple hours on hold ( up to XXXX hours per day ), I've encountered extensive wait times and have been unable to reach a representative. 

I understand there are others who may be going through the same difficulties, and I am a customer in line. However, this ongoing difficulty in establishing contact has left me feeling overwhelmed and anxious about the status of my student loans. As a responsible borrower, I'm committed to maintaining good standing and ensuring the accuracy of my payments and paperwork. However, the lack of timely communication with Nelnet has made it challenging for me to proceed, placing added pressure on my job search. 

Moreover, I am formally disputing a XXXX-day delinquency that has inaccurately impacted my student loan account and been reported to the three credit bureaus. This has severely damaged my credit standing, despite my consistent efforts to maintain a spotless payment history over the past several years. 

Upon receiving an alert from my credit reports indicating a XXXX-day missed payment on XX/XX/2023, I realized there might be an error in this assessment. Due to the imminent date of my loans becoming due, I realized I was running out of time, therefore, with the help of the National Student Loan reps, I had already applied for an unemployment deferment and completed my IDR repayment plan before the XX/XX/2023 deadline. I have attached proof of this correspondence for your reference. 

This error has caused undue stress and concern, impacting my credit score and financial standing. I've always been committed to meeting my financial obligations, and it's essential that my record accurately reflects this. 

I kindly request a prompt investigation and correction of this error, along with confirmation of the correction. Additionally, I would appreciate the removal of the XXXXday reporting from my account. This has brought on damage beyond repair at this point. 

I trusted that Nelnet would take matters like this seriously and would address this situation promptly. I value my positive relationship with them and hoped to resolve this issue amicably. However, after receiving the last correspondence from them, it has brought on more frustration due to the lack of empathy and communication. 

Your attention to this matter and commitment to assisting me with resolving these challenges are greatly appreciated.

Company response to consumer: Closed with explanation