Consumer complaint received 2018-03-06
Company: Nelnet, Inc.
State: RI
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:
Im trying to get some help dealing with my student loan company Nelnet. I first applied for a deferment in XX/XX/XXXX as the hope was Id recover. I literally must have filed the deferment paperwork over 50 times. Nelnet has an online system that you email your forms to after you send something you get a confirmation email I received 50 confirmation emails but my deferment was never processed. 

I began receiving letters in the mail stating I was going to be reported to Credit Agencies collection  agencies that I owed thousands of dollars in back payments as if I had never applied. I was having so much difficulty dealing with them that I contacted XXXX XXXX XXXX and one of his staff contacted Nelnet on my behalf she was able to finally get them to process the deferment almost 2 years after I 1st submitted it. 

I completed and submitted my application for XXXX discharge on XX/XX/XXXX. Just like with the deferment months past without any status update so finally once again I contacted the senators office to help me find out what was going on. I know that it can take quite some time for a XXXX discharge to be processed but to go almost a year without any contact is unusual. 

The Senators staff contacted Nelnet last week and sent them a copy of my discharge application so that they could look up it's status. She told me that they had told her that they had everything they needed to process it but that it could take up to three years to be processed and that I needed to be patient. The next day I received an email from Nelnet saying they recived my application as if I had just sent it the day the staff requested a status. I immediately called Nelnet to find out what was going on and much to my annoyance they are now insisting the 1st time they got the discharge app was last week from the senator. 

I insisted to them that that was not the case and that I had emails date and time stamped to show when that application was orginally submitted id be happy to provide to straighten this out. Once again I was told to send my proof to the same email address XXXX. 

Today I called again to make sure that they had gotten the emails and once again they insisted that I had never applied until last week they said they got the email but that it did not contain the PDF files which is very strange because I sent copies to myself to my boyfriend and to the senator and they all arrived with the attachments intact. The email I sent is clearly dated XX/XX/XXXX but they said they dont understand why Im forwarding them the email. I explained it very clearly on the phone but they just continue to play XXXX like they dont get that an email date stamped with the pdf application attachments proves it was sent that day. 

The woman I spoke to today again even gave conflicting information first saying that I never applied and then saying that I had submitted an incomplete application that was missing the Physicians form which is exactly what I sent them last night which was included in the PDFs attached to the email. She admitted she saw that the doctor signed the form in XX/XX/XXXX but insisted I never provided that documenation and now itd been too long so Id have to fill out a whole new application and start all over. 


I'm at my Wit 's End here I have no doubt in my mind that Nelnet is attempting to let my deferment time run out so that I am no longer eligible to defer my loans which will happen on XX/XX/XXXX of this year so if they don't process my discharge before that date I will be placed in default and then wont be on eligible to get my loans discharged. There is no doubt in my mind that this is why they are now claiming that I never sent the application in and even when I send proof that I did send the application in over a year ago they refuse to acknowledge it. I'm already on XXXX because of XXXX XXXX and XXXX and this is only made all of those conditions much worse making sure that even if recovery was possible that it will never happen not to mention as a result of XXXX my XXXX XXXX also get worse. I can't tell you the number of XXXX XXXX that I have suffered as a direct result of dealing with this loan company. In the amount of time that I have spent trying to resolve these issues is like a full-time job on its own I literally could provide you thousands of emails. 

Unfortunately the Senator 's office has been not so helpful in resolving this issue as it's been going on for 3 years however in their defense every time they contact Nelnet Nelnet lies to them and tells them that everything is all set they have the paperwork and I just need to be patient and wait for them to process it. 

I should include I recently recived letters from a collection agency about my loan so even though I am currently on a deferred status apparently they still reported me to the credit agency and lowered my credit score even though that shouldnt have happened.

Company response to consumer: Closed with explanation