Consumer complaint received 2018-07-09
Company: Nelnet, Inc.
State: FL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
PLEASE NOTE THIS LOAN IS A PARENT DIRECT LOAN USED FOR MY CHILD 'S EDUCATION AT THE AFOREMENTIONED INSTITUTION ( XXXX UNIVERSITY XXXX On or about XX/XX/XXXX, I received correspondence from Nelnet advising that a Disaster Forbearance has/had been placed on the account and that the next regularly scheduled payment was due on or about XX/XX/XXXX. 

On or about XX/XX/XXXX, I made a regularly scheduled payment of {$150.00}. I continued this payment of {$150.00} up to and including XXXX, XXXX where I then requested my payments be moved BACK to their regularly scheduled dates of the XXXX of each month. I was advised to make the XXXX, XXXX payment, but all subsequent payments would then go back to reflect the due of the XXXX of each month. 

When calling to make the XX/XX/XXXX payment, I was advised that the total amount due was {$460.00}. At that time, I spoke with Representative XXXX, at length, who advised that the issue occurred as a result of my requesting the payment due date be changed back tot he XXXX in XXXX. When the request was made, the computer calculated an additional payment, thus the amount showing due of {$460.00} was representative of a pass due payment for XXXX, the current payment and XXXX payment. He advised that the ONLY way to " fix '' the problem was to put the loan in forbearance for one ( 1 ) month to allow the system to catch up, but if I kept making the regular payments, once the forbearance period ended, the loan would be current. I agreed to these conditions as long as my payments would reflect the {$150.00} regular payment. 


When calling to make the XXXX payment on XX/XX/XXXX, I was advised that my payments were $ XXXX.+ and was reflection of accrued interest on the forbearance. I spoke to XXXX, a team leader, at length again, and advised her of my conversation with XXXX and what was occurring on the loan and that all I wanted was for my payments to reflect the correct regularly scheduled payment of {$150.00}. She advised that she would check into the matter, obtain a copy of the conversation of XXXX XXXX and reflect the account accordingly. 

I received and email on XX/XX/XXXX stating that my monthly payment of due XX/XX/XXXX would be in the amount of {$150.00}. However when calling today ( XX/XX/XXXX ) to make a payment, I was advised my payment is due XX/XX/XXXX in the amount of $ XXXX+ In  speaking with the Representative advising of the email of XX/XX/XXXX, she advised that after checking with a team leader this correspondence changed one ( 1 )  day after it was sent due to the loan being recalculated. However, I received no notice of this change nor correspondence correcting the previous correspondence. 

This issue seems to be an ongoing issue with NELNET since their taking over the loan from XXXX. To this date, they have demonstrated their incompetence to provide accurate account information, as well as repeatedly send out conflicting correspondence and when called to accountability on the correspondence, only offers excuses that best suit the amount reflected by their system. 

Additionally, in that same conversation of XX/XX/XXXX, I requested documentation showing my agreement to a term loan of 180 months for which I HAVE NOT received a copy.

Company response to consumer: Closed with explanation