Consumer complaint received 2018-09-24
Company: Nelnet, Inc.
State: AZ
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 graduated in XXXX ( need I say more? ) and have been working sporadically and for minimum wage until recently, so haven't been able to afford the almost $ 500 monthly student loan payment. 

I kept in contact with Nelnet, who recommended deferring. I trusted them ( they are the professionals, right? ) and have accordingly been deferring until XXXX. 

I recently reported a new job, higher income, but still concerned about the XXXX XXXX monthly payment I asked if it could be lowered. They suggested income based. 

I applied and was approved. But they still had me in deferment. I sent numerous emails, nothing. And I've been requesting written communications, as I like to keep records and my cell isn't reliable. They ignore most of the time. What happens when I add - if you don't contact me asap I'll file a complaint - guess how quickly they get back to me? The next day. 

I finally called as I was tired of being ignored and was told - oops, let me correct that. Seems like it was supposed to be in IBR, but was not. I told the rep multiple times ( and also in the past 6 months of communications! ) that I don't want any fees to impact my credit report. 

This is because they reported an increase in my loan amount a couple months prior, and my credit score dropped XXXX points! All my hard work trying to rebuild ... 

When the rep told me she would fix the problem, I asked her - " how do I know if you guys are going to report an increase again? '' She said " not to worry, that wouldn't happen, and that I was fine. '' Wow, so not true! 

My income based repayment now shows a zero payment until next year. So great, I figure I can make small payments until I make more money. Will finally get ahead a bit. I've now made $ 500+ payments to my 18? I think it is, accounts in the past 6 weeks or so. 

I just checked my credit report and an increase in the accounts was reported! I'm sooo upset. 

How do I know when Nelnet is going to report to the credit agencies? Why am I not given the chance to pay any increases vs. their reporting the increase? I've asked them these questions at least 4 times, and no answer. Seriously? 

This is the last email I sent them - " WHY AM I STILL BEING IGNORED? I GUESS I WILL LOOK INTO WHO TO COMPLAIN TO NOW. I'VE EMAILED YOU 4 TIMES IN THE PAST COUPLE OF WEEKS AND NO RESPONSE. I JUST LOOKED AT MY CREDIT REPORT AND IT WAS IMPACTED DUE TO AN INCREASE IN FEES. I'VE BEEN EMAILING YOU TIME AND TIME AGAIN TO PREVENT THIS FROM HAPPENING. I'M MAKING PAYMENTS TO AVOID FEES AND WAS STILL HIT. I GUESS I HAVE TO PAY THE FEES ON EVERY SINGLE ONE OF THE 17 OR 18 ACCOUNTS? DO THE FEES HIT EVERY MONTH? IS ANYONE GOING TO ANSWER MY QUESTIONS? IS IT BECAUSE I WANT A WRITTEN RESPONSE? '' Of course they called, and didn't leave a message. 

Hoping by my finally lodging formal complaints the madness will stop. After researching, looks like there are many other people in the same boat, being treated the same way. I will be filing a complaint with the XXXX, as well.

Company response to consumer: Closed with explanation