Consumer complaint received 2020-07-15
Company: Nelnet, Inc.
State: IA
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't temporarily delay making payments

Complaint:
On XX/XX/2020 I submitted a COVID-19 ( Natural Disaster ) Forbearance application via the Firstmark Services/Nelnet, Inc website. After a week or two when I did not receiveany information regarding whether or not the forbearance was denied or approved, nor did I see any changes to my due date on my account page, I called the customer service number. The representative I spoke with apologized to me for the delay in processing the forbearance application and informed me I had one month of forbearance left. She let me know the next due date would be XX/XX/2020 but advised me to call back on XX/XX/2020 to inquire about the availability of additional COVID-19 Forbearance. 

I continued to monitor my account to check for updates to my due date. Last week, I noticed my accountdue date was still not updated to reflect the COVID-19 Forbearance. I called back and spoke with a representative who apologized for the delay in processing my forbearance application and told me the previous representative was mistaken and that I actually had three additional months, rather than one additional month, of forbearance available. She stated my repayment would begin XX/XX/2020. She said she would call me back on XX/XX/2020 to confirm processing. After speaking with this representative, I did not see the new due date reflected when I checked periodically online. I also did not receive a call back from the representative. 
I followed up two times today. When I called this morning I spoke with a representative who informed me I had no COVID-19 Forbearance left and that both of the previous representatives provided misinformation. I could not follow up with a manager at that time, as she advised, and needed to call back. When I called back to speak with a manager, the first representative confirmed I had no forbearance left. Neither of the representatives I spoke with today could explain why I was previously informed I had COVID-19 Forbearance left or why I never received a written denial of my XX/XX/2020 COVID-19 Forbearance application. 

The second time I called in today I requested to speak with a manager after first speaking with the initial representative. The representative transferred me to someone who gave the name " XXXX '' and described herself as a " Specialist I. '' When I requested contact information regarding how to file a complaint, XXXX said she could not give me any contact information and that my " only option '' was for her to file a complaint on my behalf. She also said she had no employee/representative number I could reference to identify her by and no direct contact information. She advised me to call the general customer service line and ask for her because, she said, " I'm the only XXXX. '' I explained to XXXX that she is required by law to provide me with information so I can file a complaint on my own. She then gave me the general customer service email address and the Firstmark/Nelnet, Inc mailing address. When I asked her why she originally denied me this information stating my " only option '' was to have her file a report on my behalf she denied denying me this information stating she just wanted to present me with the " simplest option. '' I then reminded her of her role as a customer service representative and her responsibility to ethically and competently provide me with accurate resources and information. With hesitation and my prompting, XXXX revealed that she is a Specialist I, and above her there is a Specialist II, and above that person is a Team Lead, and above that person is a Supervisor, and above that person there is a Manager. When asked why I was not transferred to a manager as I requested, XXXX informed me I had to go through the proper channel of " escalation '' and that at every stage there could be a 2-3 day callback turn around. This would mean I could potentially not speak with a manager for up to 12 business days. 

My demands are simple : 1. Written notification of the denial of my XX/XX/2020 COVID-19 forbearance application with an explanation for the denial. 
2. The dated written policy stating three months is the maximum amount of COVID-19 forbearance offered. 
3. Contact information for the external body to which I can file a complaint, e.g., The Department of Education, The Consumer Financial Protection Bureau, The Attorney General 's Office. 
4. 90 Days of COVID-19 Forbearance. 90 Days is the minimumamount of time allowed for COVID-19 Forbearance. Considering the pandemic has not ended, it is appropriate that this Natural Disaster Forbearance should be extended. 
5. Retraining of XXXX and other representatives who provided inaccurate and/or unethical customer service. 

I can be reached at XXXX. 

Best regards, -- XXXX XXXX XXXX, XXXX, XXXX, XXXX, XXXX

Company response to consumer: Closed with explanation