Consumer complaint received 2018-01-21
Company: Nelnet, Inc.
State: VA
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:
In response to Complaint Five, 1. You state on XXXX, Having reviewed your account we have provided information to you regarding the following concerns : You have stated that we advised you that the Department of Education, Federal Student Aid advised us that we should not respond to borrowers in writing. 
You want responses to your previous inquiries, dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
You would also like for us to stop the threatening phone calls in response to your first complaint filed with the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX. 
You would like the forbearance applied as requested in XX/XX/XXXX, and you want an explanation about why your forbearance was not applied as requested. 
You would like information about the different types of forbearances and deferments, as well as how interest capitalizes. 
You want your student loan debt forgiven. 

Allow me to correct your iteration of what I want as state above : As previously specified, I dont want ; I demand that you fully address all written information requests previously submitted to you. You can not continue to avoid addressing the requests by responding with repetitive boilerplate, by referring me to other agencies, or by pointing me to other websites. Responding to borrower requests for information is your responsibility ; this has been confirmed by each of the agencies/websites you keep referring to. 
I demand that you explain why you lied in regard to the Department of Education and your legal department advising you not to respond to borrowers in writing. 
I demand that you discharge my loans as specified previously I said nothing about forgiving them. 
In the immediate offing, I demand that you put my loans in forbearance per your approval of same and as requested. 
I demand that you hold yourself accountable for lying, for intentionally deceitful accounting practices, and for intentionally withholding accurate and timely information required to make time-sensitive informed decisions about my loans. 
As not previously specified, I demand that you get out of the business of lending money to students. Your behavior is not only incompetent and deceitful, it is disgraceful. 

2. You also state : We have provided explanations for each of your concerns in our previous replies to your complaints filed with the CFPB on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
A copy of your payment history, your deferment and forbearance history, and your loan summary letter have been included for your records. 
More information about deferments, forbearances, and how interest capitalizes, or is added to your principal balance, can be found at XXXX XXXX XXXX or on the individual deferment and forbearance applications. 
We are unable to honor your request to remove your student loan debt. When you signed your Master Promissory Note, you promised to pay all amounts disbursed plus interest and other charges and fees, and a copy of your MPN has been included for your records. Information about deferments, forbearances, and interest capitalization can be found in your MPN. Again, weve responded to your concerns and consider this matter closed. Sincerely, XXXX XXXX Nelnet XXXX to your assertion that you have responded to all written requests, you have not responded to any of them. You also have still not addressed or corrected your application of the most recent forbearance request, and you have not addressed why you lied. As you say, again, answer all outstanding written requests for information, correct your accounting errors, discharge the loans, explain why you lied, agree to hold yourself accountable, and then get out of the lending business.

Company response to consumer: Closed with explanation