Consumer complaint received 2018-03-18
Company: Nelnet, Inc.
State: NY
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
In summary this complaint is about a payment for {$56000.00} that I sent to XXXX XXXX, a division of Nelnet , Inc. to fully payoff my consolidated student loans. The problem is very simple. XXXX XXXX still has not credited my account for this payment even though I have supplied them with documentation proving that the check had cleared my attorney 's XXXX account, and that the check was received and processed by XXXX XXXX and their parent company, Nelnet , Inc. over a week ago. The specific details of this complaint are as follows : 1. On XX/XX/XXXX, my attorney mailed a check for {$56000.00} to XXXX XXXX, a division of Nelnet , Inc. to pay my loan with XXXX in full. The loan was originated with XXXX, but unfortunately, is serviced by XXXX XXXX. The {$56000.00} was funded with the proceeds of a mortgage refinance, which is why the funds were disbursed from my Attorney 's XXXX account. 
2. By XX/XX/XXXX I noticed that XXXX XXXX still had not credited my account, which concerned me, as two other creditors that were paid off from my mortgage refinance had already credited my accounts by XX/XX/XXXX 
3.On XX/XX/XXXX I contacted XXXX XXXX  for the first time to determine if they had received the check. I was advised by an associate in their Customer Service Department that they had no record of having received the check. But that I shouldn't worry because processing can take 7-10 days. 
4. 0n XX/XX/XXXX I again accessed my XXXX account online to determine whether or not my account had been credited. It still had not been credited, a full nine days after payment had been sent. 
5. Out of extreme concern at this point that these funds had been misapplied, or worse, misappropriated, I contacted my attorney on XX/XX/XXXX to determine the status of the check. My attorney confirmed that the check had in fact be paid. It had cleared their account on XX/XX/XXXX. 
6. Immediately after receiving this information, I contacted XXXX XXXX again on XX/XX/XXXX and  communicated to them that the check had in fact been paid. 
7. The representative maintained that XXXX XXXX had no record of having received the check. This horrified me, because the amount represented a full annual salary for me. 
8. Being somewhat familiar with how payment processing facilities work due to my husbands career as a XXXX XXXX XXXX, I asked the representative if their payment processing facility or " lock box facility '' captures and maintains images of all checks that they receive and process. The representative confirmed that they did perform that function. So this seemed like a simple fix. I asked if XXXX could obtain a copy of the check from their records to find out where it had been misapplied, so that the error could be corrected, and my account properly credited. 
9. I was shocked at the response I received. The representative told me that XXXX could not and would not do that. That for the error to be corrected, I had to supply a copy of the paid check. 
10. On XX/XX/XXXX, I contacted my attorney again to advise them of my need to obtain a copy of the paid check. They could not believe what I was dealing with at XXXX  and were able to provide me with a copy of the paid check - front and back that showed the check was endorsed by Nelnet , Inc. - the parent company of XXXX XXXX  back on XX/XX/XXXX. 
11. I forwarded this indisputable evidence of payment to XXXX XXXX via an email containing a PDF image of the check to XXXX XXXX, an " Advisor '' within the XXXX XXXX Contact center, early in the morning on XX/XX/XXXX. Within this email I advised XXXX XXXX that now that I had provided them with clear proof that I had made a payment of {$56000.00}, and that XXXX had received and processed the payment, that I expected my account to be immediately credited. 
12. Much to my dismay, the response I received from XXXX XXXX via email indicated only that she had received that documentation I forwarded, and that she would forward it to another department for review. They STILL refused to credit my account. 
13. So in summary, as of XX/XX/XXXX, a {$56000.00} payment that I mortgaged my house to make, that XXXX XXXX received and processed on XX/XX/XXXX, STILL has not been credited to my account even after I supplied their representatives with proof of payment which I will happily provide to the CFPB. 
14. I don't feel any further investigation is required by XXXX XXXX. I supplied them with indisputable proof that I made this payment, that they processed this payment, and that their company received funds for this payment. 
15. I should not have to wait for XXXX XXXX to conduct an internal investigation to recover these funds that they clearly misapplied or misposted before my account is properly credited for this payment and backdated to XX/XX/XXXX. I don't care if they have to debit their accounts receivable ledger, but my account needs to be immediately credited at this point. 
16. I would like to note, that the lack of concern that XXXX XXXX has displayed in resolving a serious problem that they created through an apparent processing error disgusts me. This has caused me a great deal of stress and mental anguish. I haven't slept in a week because this is causing me so much stress, and quite frankly, they don't seem to care. They display no sense of urgency to resolve this matter. In fact, they act as if these types of processing errors are rather routine.

Company response to consumer: Closed with explanation