Consumer complaint received 2019-07-03
Company: Nelnet, Inc.
State: FL
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 am responding to the below reply from XXXX XXXX because the complaint was closed before I had the opportunity. 

XXXX : The information you sent is NOT what I requested. I requested ALL loan documents, ALL of them, including the original promissory note. My loan was taken out in XXXX and the info you sent begins in XXXX. That is CLEARLY not everything. 

Secondly, I AM paying monthly and have been for quite some time. That amount is ALL I can afford. Would you prefer I completely ignore this loan and make no payments? That is a question I would like a response to. 

So, NelNet and XXXX are separate - I am filing SEPARATE complaints. Why are you receiving both of them??? 





Dear XXXX, Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing. The Consumer Financial Protection Bureau ( CFPB ) forwarded your inquiry to us for a response. We understand your still have the following concerns : 1. You received a response from the same person, but the complaint was for two different companies. 2. You requested the documentation by U.S. postal mail, however, they were sent on the CFPB portal. 3. You have been making payments through your bank. You are requesting clarification that payments were received. We previously serviced your Federal Family Education Loan Program Consolidation Loan. This  loan has defaulted and will soon be transferred to your guarantor, XXXX XXXX XXXX XXXX ( XXXX ). Issue 1Same person answering for two companies : When a complaint is submitted through the complaint portal on CFPBs website, they forward the complaint to the company that should answer the complaint. We received both complaints, and answered accordingly. Nelnet Loan Servicing is a separate business from XXXX. Issue 2Documents requested by U.S. Postal Mail : On XX/XX/XXXX, we mailed the documents you requested. Issue 3Payments received : We previously explained your loan was subject to default due to nonpayment. While we have received some payments, the payments were not sufficient to cover the required monthly amount due. Beginning XX/XX/XXXX, your required monthly payment was {$64.00} as reflected on your monthly billing statements and payment schedule. Since XXXX, youve paid less than what was due each month. Because the minimum payment was not satisfied on a continual basis for more than 270 days, you defaulted on your repayment obligation and your loan will soon be transferred to your guarantor, XXXX, for collections. We attached a copy of your payment schedule and payment history, and mailed copies to you as well. We hope you find this information helpful. If you have any other questions, please call us at XXXX, between XXXX XXXX to XXXX XXXX ( Eastern ) Monday-Friday.  You can also visit our website at Nelnet.com or email XXXX. Sincerely, XXXX XXXX Nelnet Loan Servicing Attachments ( 2 ) : Payment history Payment schedule ATTACHMENTS XXXX XXXX XXXX ( 28.1 KB ) XXXX XXXX XXXX XXXX ( 180.2 KB )

Company response to consumer: Closed with explanation