Consumer complaint received 2019-04-02
Company: Nelnet, Inc.
State: FL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
In XXXX of XXXX I became XXXX and unable to work due to health issues. Around that time i just so happened to get a call from a Nelnet representative, I explained my situation and he stated that he would set me up on a deferment plan and that I wouldn't have to pay anything for a year. We went over all my information, he advised me he filled out everything and that I would be receiving the application in the mail and all I had to do was sign it and send it back. Once I received the paperwork, I did as I was told. I was under the impression that i wouldnt have to make any payments untill XXXX of XXXX. 

After having my child In XXXX of XXXX, then emergency XXXX XXXX in XXXX of XXXX I was still unable to work. I developed XXXX issues due to the excessive amount of XXXX the hospital was giving me and I was constantly in pain. 

In XXXX I had finally gotten a part time job. I couldn't work full time due to not daycare services and relying on my family 's help as i was a XXXX mother. I remember receiving an email from Nelnet, just  a typical automated one that said something like " if you ever need us we are here '' and it showcased their online services that i was unaware of. I registered and everything looked fine. It was stating that I didn't have to make a payment until XXXX of next year ( XXXX ). I didnt question i just thought maybe i misunderstood the representative. 
In XXXX I had received another call from Nelnet, I explained that I really wast financially able to pay what they were asking and the representative stated, no worries. We can set you up on a income driven plan and you would pay a low monthly payment. The same thing happened as before, they filled out my information, sent me a application, I filled it out and returned it. I logged into the online portal a few weeks later and saw my payment was around {$19.00}. I began making my payments, everything seemed great until i checked my credit report in XXXX. When i checked i was stunned to see that nelnet had report late payments in the years of XXXX and XXXX. I called them and an representative advised me to fill out the deferment form and just date it for those days, i did so online and received a congratulation letter. However the letter stated that I would be in a deferment from XXXX of XXXX to XXXX of XXXX. I filled it out again and this time instead of online i mailed it in it. Nothing happened. I have been calling nelnet and every time someone tells me something different. One representative told me that she sees that i sent in my first application but i didn't attached a pay stub ( she is correct i didnt because i was never told to, i was asked to sign and return. Also if they were missing information, why not call me, email me, something to let me know. ) Another representative told me I would have to have been in school at that time or in a deferment ( i tried to explain to her that i was SUPPOSE to be in a deferment and something went wrong and i was never told ) Another representative told me that there was nothing they could do for me ... I began to email Nelnet, I  emailed the CEO ( XXXX XXXX ), Director, President ( XXXX XXXX ), Primary contact ( XXXX XXXX ), Chief Executive ( XXXX XXXX ), Secondary contacts and their communication team. I have also mailed letters to nelent and no one cares to help me. They are reporting inaccurate information and its the only thing holding me back.

Company response to consumer: Closed with explanation