Consumer complaint received 2020-10-15
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:
On XX/XX/XXXX I requested forbearance via the Cares act. My account was placed in forbearance. On XX/XX/XXXX I logged onto Nelnet.com to view my account to see if I can apply for Public Service Forgiveness program. I then saw that my balance was {$14000.00}. I attempted to look at my statements, however, the  statements started in XXXX. There were no statements showing any information prior to said date. I then noticed my statements ended in XX/XX/XXXX. There was no information after said date. I then noticed the school shown as attended was XXXX XXXX college. I never attended said school. I then looked at my parent plus loan for my son XXXX XXXX. The account was in deferment because he is currently attending school. However the payment schedule showed repayment was set to begin XX/XX/XXXX at {$320.00} a month. I looked at my D account payment schedule. It my repayment was to start XX/XX/XXXX at {$140.00} a month. It also showed payments XXXX. I didn't understand why it showed I owed XXXX payments if my loan was not new. I contacted Nelnet on XX/XX/XXXX to inquire about the Public Forgiveness Program and why there was discrepancies regarding my balance owed, payments made and wrong school  listed. I spoke with XXXX who informed me my loan did not qualify for the Public Service Forgiveness program. I asked why. She stated because it's a consolidated loan. I asked her who placed  my loan in the consolidation, how did Nelnet get my loan and who chose where my payments went to ( principle or interest ). She informed me XXXX XXXX is the one who decided who my loan was going to. She stated the company that original had my loan chooses if my payment goes towards the principle or interest. She stated she wasn't sure who chose the consolidation but it showed consolidated on XX/XX/XXXX. I asked her why is my balance owed so high if I have given payments. I wanted to know where my money was going. She stated if I had more than one loan it may have gone to that. I informed her my Parent Plus loan is in deferment because my son is n school. She stated In XXXX my account was sent to NSLP for default. I asked her why it was sent there. She stated my account was sent to a credit collector and they sent it to NSLP. She further stated they received it back in XXXX. She informed me My account shows the following loan amount and dates they showed when money was disbursed to me. She stated XX/XX/XXXX {$5900.00}, XX/XX/XXXX {$3000.00} and XX/XX/XXXX {$5500.00}. I informed her per FSA I had the following disbursements : XX/XX/XXXX {$5500.00}, XX/XX/XXXX {$2800.00}, XX/XX/XXXX {$5200.00}. I was not provided with an answer as to why there were discrepancies. I asked why my statements began XXXX but there are no statements prior and why XX/XX/XXXX was the last statement listed. She stated I must have signed up for E statements. I informed her i never did. At no time did she recommend I speak with a supervisor. My inquiries were not answered. I then contacted Nelnet via email to request assistance with my account, advise me of program I qualify for and complain that they were not assisting me properly with my account. On XX/XX/XXXX I received an email from Nelnet thanking me for contacting them. It also stated there are hundreds loan forgiveness programs for which I may be eligible for. It further stated to visit StudentLoans.ed.gov for information on federal loan programs. It failed to inform me that my current loan did not qualify as a Nelnet representative informed me on XX/XX/XXXX. On XX/XX/XXXX I checked my Nelnet account via web page and noticed my XX/XX/XXXX statement now appeared. I contacted Nelnet and spoke with XXXX via phone to inquire why my account and why my account was still showing still showing I attended XXXX XXXX XXXX when I previously informed a Nelnet representative that I never attended the school. I again asked why I owe so much money. I was not provided with accurate information as to why there are so many discrepancies. She informed me that she would send forms, via mail, to fill out stating I did not attend XXXX XXXX college. She informed via m me it could take 10 business days. I never received the forms. She further stated my account would have to be investigated. I asked her if I should send a payment because I owed a payment on XX/XX/XXXX. She stated I wouldn't send one until the outcome of the investigation. On XX/XX/XXXX I contacted Nelnet to inquire as to why my forms were not received. I spoke with XXXX. I expressed my frustration with not being provided with accurate information, to request the forms be sent to me again and to file a complaint. I provided her with the names of the individuals I previously spoke with. She informed me she would send me the form again but would send it via email. At no time did she transfer me to a supervisor to assist. I never received it. On XX/XX/XXXX I checked Nelnet account to see how much my payment would be because I requested my forbearance end. I then noticed in the school section XXXX XXXX was no longer listed. I did not understand what that was. I checked what rehab for school loans meant. It stated a student loan is sent to rehab due to default and I have to sign an agreement to participate in the rehab program. I previously requested a copy of the promissory note for the consolidation of my account. On XX/XX/XXXX I received it. I wanted to verify the signature. The form was signed via E signature therefore i was unable to verify the signature was not mine .On XX/XX/XXXX I contacted Nelnet and spoke with XXXX . She asked me to verify my information and date of birth. She stated they had my birth date as XX/XX/XXXX. I expressed my frustrations with my account discrepancies. I also informed her the wrong school was previously listed and my account is in rehab even if I was not in default and how is it that I've made so many payments but it still shows I owe $ XXXX. She looked at my account and could not figure it out. She transferred me to a supervisor. I informed him about the discrepancies in my account and asked why was my account in rehab. He then stated it shouldn't be in rehab because I was not in default. He stated there was a possible identity theft issue with my account. I informed him that FSA has the correct information it is Nelnet that keeps changing things in my account. He stated in order for them to investigate my account I have to fill out forms and file a police report. I requested a copy of all the payments i have made to the account due to not having all the statements available. On XX/XX/XXXX I received it. it showed payments i have made dated with the start date of XX/XX/XXXX. On XX/XX/XXXX I contacted Nelnet and spoke with XXXX to inquire why my account now show I am in forbearance when I did not request it. I was informed it's due to my account status. This did not make sense. I eventually received the identity theft forms. On XX/XX/XXXX I went to XXXX Police department to file an identity theft report. The station personnel informed me there was no proof that an identity theft occurred. They stated they would provide me with a form to show I did attempt to file one. On XX/XX/XXXX, I contacted Nelnet and spoke with XXXX. I asked what was I to do if the police department stated I would not be able to file an identity theft report due to no proof or signatures showing identity theft. She stated to fill out the affidavit and submit the papers the police department provided. I asked her when does it show I attended XXXX XXXX college. She stated it shows the date of XX/XX/XXXX. I asked her how was that reported. She stated when they receive the account it I the school that I attended that provides the information. I asked her why was my access to the account denied due to status of account. She stated it's due to it being possible identity theft. I read the forms Nelnet provided regarding identity theft. I noticed the D account and my parent E account were listed as the accounts with identity theft and forgery. At no time did I inform Nelnet that my Parent Plus account was fraud. The account I had issues with is the D account. I did not take the forms to a Notary Public because if I signed the affidavit I am stating both accounts are fraud which is not true and I could be charged with perjury. I have had issues with Nelnet for years. I have never been provided with accurate information. Nelnet continues to change things on my account. They placed me in rehab without my consent. They placed me in forbearance without my consent.

Company response to consumer: Closed with explanation