Consumer complaint received 2023-11-23
Company: Nelnet, Inc.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Don't agree with the fees charged

Complaint:
PLEASE HELP Problem : Nelnet was unable to process SAVE application in what should be considered an adequate amount of time. Due to their failure to provide service, my accounts accrued {$310.00}. 

Desired outcome : Have that interest removed from my accounts, as they had at least 20 days to process that application ; They took XXXX  months and didn't even notify me. 

Bonus : Have some sort of recompense for being gaslit by Nelnet 's employees for XXXX hours and needing to have to spend even more time fixing a problem. Honestly, just want to have my balance be restored to where it was before interest accrued. I would certainly guess that this happened to many many others. 

Facts : - I received confirmation that my application for the SAVE plan was received by Nelnet on XX/XX/XXXX. 

- On XX/XX/XXXX, I received an email from Nelnet saying that no further input was needed by me for the application process. 

- On XX/XX/XXXX, towards the end of an over XXXX hour phone call, I was told my application was processed XX/XX/XXXX. I asked for proof, I was told I would need a subpoena and that I would have to take their word. 

During the XX/XX/XXXX phone call, I had asked for contact with an account manager that I was assured was on the other line, would be with me in XXXX minutes at About an hour and XXXX minutes into the call. This was assured multiple times over the next XXXX minutes. This happened again later with another rep. 

I was told on this phone call that I was being transferred to a supervisor XXXX  times, each transfer was not to a supervisor, but to another customer service rep. 

During this phone call I was told that I should keep seeing that interest accrue every month and that the government would then pay it quarterly. 

During this phone call I was told that I could be helped. Their word is by no means worthy of being trusted. The only thing that can be trusted by them is that I need a subpoena to get answers to questions about changes made to my account. 

- The representatives on the phone told me that they are in no way able to give any verification to me other than their word that this was done. 

- During the time in which my application was not being processed, my accounts accrued interest. The total amount between the XXXX accounts was {$310.00}. 

- The representatives on the phone were gaslighting, telling me they would be able to transfer me to their supervisors in XXXX minutes. This never happened. Again, over XXXX hours on the phone with them. 

- The representatives on the phone for Nelnet admitted that they were at fault for the applications not being processed, leading to this situation. 

- I requested written details as to the timeline my process went through. I asked them for a copy of the phone call they were recording. First, they told me I would speak to their account person who would be available shortly. I was assured that my current rep had already talked to them. Later on, they told me " YOU NEED TO GET A SUBPOENA! '' - I have continued to receive emails stating my application is in process past the date which was stated on the phone. The latest was XX/XX/XXXX. 

- My account now shows I am on a save plan. I have no written confirmation as to when that was done. Again, Nelnet representatives told me I would need a subpoena. 

- I wanted information on the process. They Said Get a Subpoena. 

- If I wanted a call ID, I needed a subpoena. Any further information I needed was to be gained by a Subpoena. 

- Any contact information of people who could help was not given. I was just told that those people aren't client facing. 

Conclusion : I have no way of knowing if my application was handled properly and neither does Nelnet without a subpoena.

Company response to consumer: Closed with explanation