Consumer complaint received 2017-09-18
Company: Nelnet, Inc.
State: AZ
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:
I took two loans out inXX/XX/XXXX. One was subsidized and one was unsubsidized. I have paid off the unsubsidized loan. 
Subsidized loan {$4500.00} ( currently have {$600.00} in interest accrued totaling at {$5100.00} ) Unsubsidized loan {$2000.00}XX/XX/XXXX - XX/XX/XXXX - First ( Freshman ) year at XXXX, XXXX XXXX  UniversityXX/XX/XXXX XX/XX/XXXX - Second ( XXXX ) year at XXXX XX/XX/XXXX -XX/XX/XXXX - Third ( XXXX ) year at XXXXXX/XX/XXXX -XX/XX/XXXX Fourth ( XXXX ) year at XXXX I took two semesters, Fall and Spring, at XXXX, XXXX XXXX XXXX XXXX I have always been enrolled as a XXXX XXXX XXXX. Full time is 9 credits or more. 

Since graduating from XXXX, in XX/XX/XXXX, I have been back and forth between Nelnet and XXXX regarding my subsidized student loan. The subsidized loan has been accruing interest since the day I pulled it out, inXX/XX/XXXX. 

I called Nelnet in early XX/XX/XXXX to discuss the problem at hand. Nelnet had told me that XXXX inaccurately reported my enrollment status and the reason I had started to gain this interest from XXXX is because I took too long to finish my degree. I was not given any specificities. I was told to send in my enrollment verification ( see attached ) from XXXX to prove that I started and finished in four years. 

About four weeks after that, I had called back to confirm that they received my enrollment verification from XXXX. They indeed received it but I was told that this will not prove or solve anything. ( Why was I instructed to submit it in the first place? ) Nelnet told me that the problem still remains on XXXX end and now XXXX needs to update something in the National Student Loan Database ( NSLDB ), in order for Nelnet to remove the interest. I was instructed by a Nelnet supervisor to specifically ask why I lost my subsidy. My lost subsidy is reflecting on Nelnets end, per NAUs reporting, and apparently that is why my interest has been accruing. 

The next day, I call XXXX. I speak with a supervisor by the name of XXXX XXXX and explain to her my problem. She contacts the team in charge of student loans and sends me an email with their findings. I am back in touch with XXXX XXXX and she tells me that I did not lose my subsidy, but can not prove that in anyway besides verbally to me. XXXX tells me that XXXX can not access or update anything in the NSLDB. XXXX suggests that I speak with the registrar at XXXX about my dates reporting incorrectly in Nelnets system. However, there would be nothing for them to update because, according to her, everything is correct and in order on the XXXX side of things. XXXX also advises me to speak with XXXX regarding this problem. 

A few days after that I call back to Nelnet to relay the message from XXXX. The supervisor I spoke with tells me that schools can absolutely access the NSLDB and the fact that I went to XXXX for one year makes no difference in my interest accruing incorrectly because it is XXXX that is reporting inaccurate information. 

No one seems willing to help and are very quick to place the blame on the other party. 
Calling back and forth is getting me nowhere. It 's hard for me to believe that this is a unique problem that is not able to be solved. 


- The attachment that is a screenshot of an email titled Thanks For Submitting Your Request, was sent to me on XX/XX/XXXX. The email said I will hear back from Nelnet 15-20 days later. It isXX/XX/XXXX and I have heard nothing.

Company response to consumer: Closed with explanation