Consumer complaint received 2023-09-29
Company: Nelnet, Inc.
State: TX
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 have spent many hours and missed many hours or work trying to get ahold of someone via website, email, and phone. Today alone I spent XXXX hour and XXXX minutes on hold trying to speak with someone. When I send an email with my question, I get an automated reply within XXXX minutes stating they can't answer my question and to check the FAQ page, or call. I have read the FAQ page multiple times to no avail. I have tried calling multiple times and waited many hours on hold or been told they are not open during hours stated as open by their website. 

I applied for the XXXX loan prior to my billing cycle date and completed their requested document submission on XX/XX/23 as confirmed by their email. XXXX XXXX ( https : //studentaid.gov/announcements-events/save-plan ) they will hold all bills and automatically place loan in deferment until a decision has been made or amount has been adjusted. Their request for the old amount and demand that it be paid in XXXX is contrary to this as is their email which states, " You don't need to do anything else at this time, other than making any payments per your latest statement. You will receive additional communication from us regarding your request within XXXX to 20 days. '' This is contrary to the above stated information. I did not receive any information apart from submission of the application. If this was an oversight, or I misunderstood the policy or wording, I would not complain. It is their inability and/or unwillingness to respond. The upcoming due date and the adjustment would lead to a {$2000.00} dollar decrease from the current bill after approval for XXXX. I have attempted several times over the past 2 weeks to obtain an answer. I also can not ignore my growing concern that it may be months before a decision is reached or communicated. This would mean I would be forced to overpay by {$2000.00} per month without any recourse aside from seeking out legal help. 

As an addendum, the email that states the above will not download to my computer. I would be happy to forward it if requested. 

The emails that are sent to Nelnet are conveniently not saved on their website. I copied it before submitting and will copy below. 


I am officially complaining via this email first before reporting Nelnet to government agency. I have tried several times to contact Nelnet by phone. I have spent over an hour today alone on hold trying to talk to someone. The last email I sent to ask a question was replied with an automatic email that stated that I will not get an answer to my question via email and to call. I do not have more than XXXX hour a day to stay on hold while I work to pay taxes and student loans. Your FAQ did not help. Your information is contrary to what XXXX states about XXXX loan as it state you are supposed to put loan in forbearance automatically until a decision has been made or adjusted bill is provided. This has not happened and the difference in the monthly bill is likely {$2000.00} for me. Your own email stated that my application was received on XXXX and that I would get an update within 15-20 days. I have not received an email as of today which is 21 days later. On your phone message it states that we will receive updates every 3 days. I have determined that despite dozens of hours of my time over the past 2 weeks and using all venues, there is no way to get an answer regarding the discrepancies listed above, or even speak to a person.

Company response to consumer: Closed with explanation