Consumer complaint received 2018-10-25
Company: Nelnet, Inc.
State: LA
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't temporarily delay making payments

Complaint:
I received a notice on my credit report I was delinquent on a student loan. I had not received any written notices from the loan company until I received a delinquent notice on my credit report. I immediately contacted XXXX the day I received the credit bureau notice in XXXX because it was the first time I found out my loan was due or past due. It was a private student loan from XXXX. I explained to the representative that I was in the data collection phase of my doctoral program. The representative I spoke with on that day told me my notices were being sent to an address where I was not located in a different state since XX/XX/XXXX which is why I was not getting them. The representative that day changed my address to the correct address. I then noticed that once the representative updated my address XXXX went back and corrected the address on ALL old notices so they would not reflect the incorrect address. The representative told me that he would be sending me some paper work in the mail that would take 7-10 business days. After about 14 business days I called them back to see where the  paperwork was so I can clear up the issue. That representative informed me the previous representative did not properly request the information so it was never processed. So in mid-XX/XX/XXXX I again requested the information be sent out to and the representative informed he was processing the paper work and it would be emailed to me within a 3-4 days. I waited 7-10 businesses days again for the information on how to be sent to me  and nothing was sent. I called XXXX back again because I still did not get any paperwork to take to my school to have my loans to be placed on hold until I finish my current program. The representative informed me once I send the paper work back and it is processed my credit report for the delinquent months will be removed and corrected. I was asked if I wanted the information mailed or emailed. I explained emailed because I would like to get it corrected as soon as possible. So again in XX/XX/XXXX after I still did not receive anything, I called XXXX and explained to a new representative what I had been waiting on and that representative told me my only option was to pay. I explained to him I was recently unemployed and I have been trying to resolve the issue since it was brought to my attention in XXXX. I explained that I was doing my XXXX XXXX. Contrary to what the other representatives had informed me told me only medical residencies and internships would be considered. The representative was fairly rude and not helpful given the situation. I asked the representative why did XXXX drag the situation out instead of assisting me correctly back in XXXX when I first made contact. He said your only option is to pay the balance before XX/XX/XXXX. I asked the representative were there any options for those who were unemployed he said the only option available is to pay because your 10 years of forbearance is up and we expect full payment. The back and forth with the representatives that did not provide any helpful or pertinent assistance has created more of a problem. I have never defaulted on loan and due to XXXX representatives provided false information and misinformation causing the process to drag out to day within the default range as if they want it to default. Now they risk ruining my ability to complete my XXXX with this delinquent credit reporting and inability to provide any assistance.

Company response to consumer: Closed with explanation