Consumer complaint received 2023-08-16
Company: Nelnet, Inc.
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
My student loan service provider was Great Lakes. This year, Nelnet acquired all Great Lakes student loans which requires users to setup accounts directly with Nelnet. Ive been attempting to set up my account with Nelnet for months. They ask questions as a form of onboarding validation such as what was your phone number and email address on your original loan application. Ive had my student loans for 10+ years, Ive moved countries many times, Ive been married and Ive changes emails / phone numbers many times. I do not have this information. I followed the advice of Nelnet and tried to submit a customer service request via their form online. This form was broken. I then was recommended by then to reach out on social media or call their helpline. Their helpline has no international phone number ( me being international ) which is a requirement for me to call. So I reached out on their social media XXXX page. I received a response to my query to email their customer service email address. I did this with my request on the XXXX XXXX, no response. Followed up on the XXXX XXXX, no response. Followed up for the XXXX time on the XXXX XXXX, no response. Followed up for the XXXX time on the XXXX XXXX, no response. Followed up for the XXXX time on the XXXX XXXX, response received but saying they didnt have the email address on file ( even though all of their correspondence in the past came through that email address regarding marketing etc. ). I responded on the XXXX XXXX with all their information, no response. Followed up for XXXX time on the XXXX XXXX, no response. Followed up for the XXXX time on XXXX XXXX, no response. Followed up on the XXXX XXXX with a formal complaint flagging this letter as a formal complaint and requested for immediate action. 

This prolonged delay has put me in a difficult position, as I am now facing the possibility of being late on my payments due to the lack of communication and assistance from Nelnet. I believe this situation is not only unfair but also a violation of the terms of our agreement. I am assuming my terms carried over from Great Lakes as I have not signed a single document with Nelnet over my loans. 

I have chased a couple more times to receive a generic FAQ response email with the following : Thank you for your email. Were currently experiencing unprecedented email volume, which is preventing us from responding to your specific question ( s ). We apologize that we arent able to answer your individual email, but we believe that one of these options may be the fastest way to answer your question : Looking for specific information about your loans or need to explore options to reduce or postpone your payments? Log in to your XXXX account, where you can view your loan details, apply for repayment assistance, and more. 

For answers to common questions, check out our FAQs page. 

For information about all aspects of federal student aid, please visit XXXX. 

Need to speak with a Nelnet associate? Call us at XXXX. Be advised, we are experiencing high call volumes, leading to longer than usual wait times. 

These options are not suitable to my issue and do not resolve my complaint. I am still unable to set up my account, I have no means to contact them without being liable for a high cost for an international phone call to their customer service rep which wait times at over 2 hours per social media updates on their XXXX page. 

Interest kicks in at the start of XXXX and I have no access to my loan with no assistance from Nelnet. I will not be able to pay my student loan back if my account it not opened by XXXX leaving my credit at risk and being delinquent on my account. Ive paid student loans for over 10 years with no issues and never a late payment. 

Additional avenues Ive used to get support ( FYI ) : Ive also messaged on XXXX 5x for support and Ive reached out to Nelnet XXXX on XXXX trying to get assistance. 

Can you help?

Company response to consumer: Closed with explanation