Consumer complaint received 2018-08-08
Company: Nelnet, Inc.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
On XX/XX/2018, I called Nelnet because I wanted to apply so much money to Group A and Group be on my student loan. He told me to write on the checks on and to write a note as to what group I wanted checks applied to. Each check and note for Group A and Group B were sent out separately so there would be no confusion. On XX/XX/2018 on Group B it says {$50.00} was applied to Group B but under account Summary it says they received {$75.00}. What I had to do was look at the principle balance from the prior day that I started downloading and they took off {$75.00} from Group B under loan details. I call Nelnet and try to figure out what their doing to my account. The advisor says I need to look up payment history. I told her I shouldn't have to take out my calculator and look under payment history to figure out what Nelnet has done to my student loan. They offer to put in a request to change it. I tell her I don't want you people touching my account and when I go under loan details everything should be correct. I ask to speak with a manager she says her name is ( sounds like ) XXXX. She tells me the Department of Education processes those payments and I ask for the phone number. I call the Department of Education and the lady was appalled that Nelnet would say they processed payments. The Department of Education says we have a contract with them and the Department of Education says Nelnet is processing the payments by mail. Department of Education gives me a Website that has a phone number to call. By this time I am raging mad because this supposed manager/supervisor either doesn't know what she's talking about or she flat out lied to me. I call back and get a man and said I spoke with the manager XXXX. He says we don't have anybody here by that name, then it was maybe she's off work, or she's at another call center. He proceeds to tell me that XXXX XXXX XXXX processes the payments that are sent by mail and XXXX   XXXX XXXX applied the whole {$75.00} to my Group B. I tell him the loan details are wrong. I ask if there's a phone number I can reach XXXX XXXX   XXXX. He tells me no. He told me that when I sent those checks though separate it is considered a special request and it could take up to 30 days to have it fixed because I also told him I don't want you touching my account. Every " Advisor '' tells you something different about the same issue. I started an application for the XXXX to see if I could get forgiveness on my loan but you have to show your next review is in 5-7 years for XXXX. I didn't have that information and there was no way to exit the application. I did not click on continue at that point and just got rid of the application. The application was never completed by me. I try to go into my Nelnet account today XX/XX/2018, and I'm locked out. I call Nelnet again to find out why. I get put through to XXXX and she tells me my account is locked because of the XXXX and that I have to send in a letter to Nelnet saying I don't want the XXXX. I tell her I'm in the Northern California fires ( XXXX XXXX ) and I can't send them a letter. She didn't care and showed no compassion and said I had to send a letter. I called back to find out how I got locked out of my account for XXXX and spoke with XXXX. She told me I completed the application on line. I explained to her I never finished the application and she's saying I did. If I had actually finished the application, I would have downloaded it onto my USB Drive. She tells me she can put in a request to have the XXXX removed. I told her what XXXX said and XXXX told me XXXX is incorrect especially with the situation I'm in regarding the fires. She said it will take about a week for it to be taken off my account. I had one advisor who was so aggressive in behavior and I told her that and to transfer me to somebody else. I waited for quite awhile and hung up and called back again. One advisor when I called sounded like she just woke up, speaking slowly and she was groggy. I hung up on her and called back. As I told one Advisor I am downloading all information off your site on a daily basis. Because I'm on a no payment plan, I was still trying to make payments to improve my credit score. I went to all the sites about complaints against Nelnet after all the issues. Now I understand where these people are coming from and the frustration of having to deal with Nelnet. Now I have to watch my account everyday and check my credit reports once a week.

Company response to consumer: Closed with explanation