Consumer complaint received 2020-10-21
Company: Nelnet, Inc.
State: HI
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:
I was misled by a Great Lakes and I paid my education loan and the company has proof.When signing for school everyone is offered two loans. As you will notice on document 1.1 a subsidized loan is {$1700.00} and an unsubsidized loan is {$3000.00}. Not every student wants to use these benefits and are mandated to sign a form such as document 2. This form states that I did not want the unsubsidized loan. I received a check on XX/XX/XXXX of {$4000.00}. Obviously this check was way more than what I had signed for, I called the company that sent the check and statement known as Great Lakes bank. This company told me the check was for both the subsidized and unsubsidized loans. Even though I did tell them I signed the form, they told me they told me the only way to fix the issue is to cash the check and pay back the unsubsidized loan. The amount is less expensive if the student pays a set loan off early, so the full amount owed was only {$2900.00}. Document 1.1 also shows the confirmation number I received when I paid the loan off with my debit card and document 1.2 shows the where it came out of my bank. A week later I called my school to pay my tuition with the {$1700.00} I had left on the check. I was then informed that I still owed {$2900.00}. Within the conversation with the student aid we found that the batch check I received was for my federal student pell grant and the loan of the subsidized loan, document 3 breaks down the check and shows I never received an unsubsidized loan. When I called the Great Lakes Bank I was informed the associate told me wrong information and that I did not have an unsubsidized loan nor did I ever ; therefore, the agent told me I would receive a refund of {$1200.00} and the {$1700.00} would be paid off. Document 4 shows I did receive the refund amount. I paid the school out of pocket with the {$1200.00} and the other {$510.00} for tuition. 
In XXXX I checked my credit score to see that the Great Lakes account was still open, so i called to see why it was not yet closed. I was told the subsidized loan was deposited into my account without my knowledge on XX/XX/2019. I have sent in my bank statement which is document 5 and a letter stating that I never received such payment document 6. I have even done a three way call with management from Great Lakes bank to verify. The Great Lakes bank says that they have confirmation that my bank does indeed have the amount which is document 7-8. ( I applied the notice to email because I was not sure if it was important. ) Even if my bank has the amount, it's not in my account and I have proof of that. The company refuses to adhere to my information and believe it is up to me to find the money. Since it's not my fault I should not have to pay another {$1700.00}. I have a few of the managers phone numbers and emails. The company 's phone number as well. PLEASE contact me and I will provide any information that is needed.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation