Consumer complaint received 2018-01-24
Company: Nelnet, Inc.
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I have had my student loan payments set on direct withdrawl since XX/XX/XXXX. Payments have been being deducted from my account every month since then.On my bank statement the descriptions for the payments are " Direct Withdrawl, Deparment Education Student Ln. '' Nelnet has been trying to contact me for months. They would call and leave vague messages " Hello this is XXXX from Nelnet please give us a call back at .... '' Knowing I was making payments via auto deduct and noticing it comes out of my bank account I never thought anything of it. Finally I awnsered and they told me my account was past due and to make a payment. I got on the phone with customer service and they had me check and see if I had any other loans and if another loan servicer who may be getting the payments. Went on the department of education website and verified that my only loan servicer is NelNet. For the past 6 months ive been going back and forth with NelNet giving them every piece of information I can give them to try and reslove this issue. They seem to believe the mistake is on myend somehow. Ive given them my bank statments, banking info, and transaction ID # 's trying to track where the money is going, I believe I have undeniable proof that it is some error in thier system. 
1. ) Last payment recieved by NelNet from me ( according to them ) is on XX/XX/XXXX. On my bank statement for this transaction it says Direct Withdrawl, Department Education Student Ln.  Same as all the other payments that they " arent '' receiving. 

2. ) Even to this day if I call the NelNet customer service line the voice prompt will do an account overview while youre on hold and the voice promt will say " We recieved your last payment of {$100.00} on XX/XX/XXXX '' But on NelNets website and according to everyone ive spoken to on the phone they say my last payment was on XX/XX/XXXX. 

3. ) When logged in to the NelNet website I can click " Payment Profiles '' once I click payment profiles my checking account pops up and below that it says " Manage Auto Debit '' Not knowing if that popsup for everyone I asked someone in NelNet customer servie to see if this was a standard icon and he verified that it should only say that for people enrolled in auto debit but he also said im not enrolled so why would it says manage auto debit on my end if I wasnt enrolled? 

I dont see how so many things arent adding up on thier end and they keep making me try and prove myself when they have so many red flags within thier system. Ive shared all this infromation with customer service at Nelnet and they have forwarded to other departments trying to solve this issue and ive given them all the infromation I can give them and this issue and it hasnt been resolved for over 6 months. During this whole debacle theyve been reporting me to the credit bureau and it has tanked my credit score. I got married in XX/XX/XXXX and my wife and myself wanted to start house hunting and havent been able to because my credit score tanked bacause of this and im not getting anywhere after months and months of back and forth with Nelnet. Please help I dont know what other action to take. Thank You.

Company response to consumer: Closed with explanation