Consumer complaint received 2021-09-24
Company: Nelnet, Inc.
State: PA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
On Friday XX/XX/XXXX I requested forms my mortgage lenders requested. There were 3 documents multiple pages each. All sent as requested by XX/XX/XXXX. Less than 3 business days later. Fast forward to XXXX. One of the documents The income driven repayment history had expired recertification dates and the lender needed updated forms. The form expired XX/XX/XXXX and XX/XX/XXXX at XXXX est was the time of the first request. I did a three way call with my lender. She explained what she needed the gentleman acted as if he knew what we needed but clearly didnt. The request was to email the forms. That day only two hours later I had the wrong form sent to me. I called and requested the form again XX/XX/XXXX XXXX XXXX EST this time explaining more in detail what I needed. Next morning XX/XX/XXXX I had the email from them this time with no form attachment to it. Called again that night telling them there was no attachment and was told they would resend the form that night. I never received the form. Called again on Friday XX/XX/XXXX at XXXX EST. Requested the form again after having to argue with him that the form I needed did in fact exist and that it was previously sent to me I just needed the updated version. He argued that I didnt need that form but I insisted he just put in the request to have it EMAILED to me. He told me like everyone else it would take 2-4 business days. They had been quick with previous emails so I wasnt worried at this point. By Tuesday XX/XX/XXXX when I had not received the forms I called again and was told by another agent that the gentleman I spoke to on the XXXX only put the request in for mail even though he had documented that I had requested EMAIL and that the request had been closed. She put it yet another request and I was told yet again 2-4 business days but it would likely before the end of the day because they had a light work load. At this point Im getting concerned about my request getting cancelled again so I continue to check in periodically throughout the day that the request is still in. Multiple times being told it should be in my email by the end of the day it is now Thursday XX/XX/XXXX I called multiple times starting at XXXX XXXX. I was told by an agent that the request put in on the XXXX was not submitted correctly and that should would put in an urgent request that I should have it by the end of the day and when I called multiple times that day was told very obvious lies I spoke with a supervisor at XXXX Est who told me that my request was expedited and someone was working on it as we spoke I would have it by XXXX EST. But she sounded annoyed. I called again at XXXX XXXX EST and was told by a completely different supervisor that it would have to be tomorrow and tells me that they actually sent it to me on the XX/XX/XXXX via email and all but told me it wasnt their fault I didnt receive it even though I have had no other issues receiving the other wrong documents via email. Tomorrow they will tell me Ill probably get it Monday. And Im fed up! I was supposed to be closing XX/XX/XXXX at the earliest and XXXX at the latest. My lenders needed these documents yesterday for me to be able to close at the last date and not lose my deposit. I have been patient, I have been courteous and am now irate. Because now there is no chance I will be able to close because I needed one simple document from Nelnet. First these are documents that are legally mine. I have a right to them. They should be accessible on my online account. They are not. I should not have to rely on improperly trained and blatantly incompetent employees to get me forms I have a legal right to! I have been brushed off by these employees and felt no urgency to fix the mistakes they made. Not only that but I have been made to feel helpless and even crazy like I am in a bad relationship. Each time they made a mistake and the clock started over and I called to check on the status I would get attitude that I didnt wait the full 2-4 days even though its well past the initial request. Nelnet needs to do better.

Company response to consumer: Closed with explanation