Consumer complaint received 2017-05-17
Company: Nelnet, Inc.
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
In early XX/XX/XXXX, XXXX XXXX XXXX notified me that they were going to transfer my account to XXXX XXXX XXXX by XX/XX/XXXX. I waited until auto payment was made on XX/XX/XXXX to check my balance of the loan. The XXXX XXXX XXXX website stated the amount of {$19000.00}. On XX/XX/XXXX, I wanted to make a payment towards the principle amount so I called a XXXX XXXX XXXX. The rep helped me set up my online account, the balance stated was {$19000.00} ( as of XXXX XXXX PDT ), which was much higher than expected. I asked the rep if there was a fee applied, and she said " no. '' I then asked what the loan interest amount should be for just 1 week and 1 day. She told me the interest should be {$8.00}. I then calculated and told the rep that the balance should state {$19000.00} instead, and asked her why I was being charged an extra {$30.00}. I asked to speak to a manager, and spoke to a XXXX. She did not give me an ID number. I explained the issue, and she said she would " request an investigation. '' I asked XXXX to send me proof of this investigation by email. From XXXX 's actions, I doubted that they were going to do a thorough investigation, and asked what I could do if I disagreed with the outcome, since there was no transparency. I proceeded to make the payment of {$490.00} to be applied to my principle and interest for proof of this conversation. I then called XXXX XXXX XXXX, but there recorded message said they could no longer help me. I tried several times, and the same thing happened where the call was disconnected. I could not login into their website either. Therefore I called the general offices of XXXX and spoke to a rep named XXXX ( ID # XXXX ). She listened to my situation and filed a complaint on my behalf regarding the Student Loan. She also gave me a case ID # XXXX. XXXX said she was going to escalate my case and request " reconciliation. '' Then I called XXXX and spoke to XXXX. She emailed XXXX to get back to me with a case ID number. XXXX called back at XXXX PDT to tell me there was no case ID number and no email confirming the request of this research. She was quite surprised when I told her I contacted XXXX " already. '' When I pressed her on the process of this " research. '' She told me that the research starts with a request, and is sent over to another department at XXXX XXXX, and that department will reach out to XXXX. I told her that the amount that I have can easily be pulled up by requesting login logs and the pull up the balance from that date and time. Then I checked my my balance of the account, which did not reflect the payment I made earlier that day, in the amount of {$19000.00}, but does reflect the daily interest. In any case, I asked XXXX to call me back in a week to tell me the status. After a week from not hearing from XXXX XXXX, I called them on XX/XX/XXXX,  XXXX PDT. She said she requested the review for the amount of {$19000.00}. I told her that was the wrong amount and that it was approximately {$10.00} under, and the amount is {$19000.00}. Then she disagreed with me again and told me to wait another week. I then called XXXX on XX/XX/XXXX at XXXX PDT and spoke to XXXX ( ID # XXXX ) who gathered my account number and federal identification number. He could not find the case, but spoke to his supervisor XXXX. She tried calling their department, well within their office hours of XXXX. She tried twice, but could not reach them. She made a note on my account/case. She also said she reached out to XXXX, the former rep, who was located in TX, but could not reach her. On XX/XX/XXXX, XXXX from XXXX XXXX called and left a message. The transcript on my XXXX  reads, " Hello this message is for and this is XXXX with ______ XXXX just giving you a call back um we did hear back from XXXX about the balance and cording to them the information ______ sent to us is correct in our system and tried to the account over to us if you have any further questions you can give us a call back here at XXXX we are open Monday through Friday from XXXX XXXX till XXXX XXXX  central standard time thank you ... '' This is not a fair resolution for a Student who reduced her Loan 40 %. I called the Department of Education as well as XXXX 's financial aid, and they both told me they do n't have leverage with these loans. I disagree with this research because I have not been able to contact anyone from XXXX XXXX XXXX. I would like to see the paperwork and email transactions to this investigation ( any screenshots, log files, etc. ) If they look in my log files, I am sure that they can see how many times I logged in or made extra payments to reduce the principle balance of my loans. Also, on their website, they should have the term rates reflected because when I took out my loan from XXXX, the rate should be prime minus 1 %. I still have my letter dated back in XX/XX/XXXX. I would also like to file an appeal with XXXX on this research and have them reconcile my account by removing the extra {$30.00} that was applied to my account. I also would like XXXX XXXX to be more transaparent with their correspondence to borrowers by sending email or letter confirmations instead of just calling. Just today, XX/XX/XXXX, XXXX XXXX called to tell me about a mistake they made about loans being transferred from XXXX rather than XXXX. The rep sounded like she was trying to verbally update my information. I requested her to send me an email and letter because all of these transactions are by phone, recordings that they have but I do n't have access to. This is a sneaky practice.

Company response to consumer: Closed with explanation