Consumer complaint received 2017-06-23
Company: Nelnet, Inc.
State: PA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Problem lowering your monthly payments

Complaint:
I am currently in the process of re-verifying my income based repayments. I filled out the forms and spoke with a representative on, XX/XX/XXXX. They Stated that they had received my Application and that all I needed to do was send my proof of income. I am currently not working and I thought I made that clear during the process so I sent in an email my husbands proof of incomes detailing how often he is paid, which is all the information they requested. I put my account number in the email, and I left a phone number requesting a Call if there was any other information they needed to process the application. I called on XX/XX/XXXX to verify that my email was received. They stated that they had the information and that it should take a few weeks to process. I assumed this meant that everything was squared away and that I had completed my end of the process. I continued to make my normal payments. On XX/XX/XXXX I logged into my account and noticed that my payment had jumped from XXXX to XXXX. I immediately called the customer service line. When I asked why the payment had increased the representative stated that it was because I never re-certified my income. When I tried to get ask why my information was not processed I received unhelpful answers. I was first told that they never received my e-mail. When I stated that I was told by a different representative that they had indeed received my email on XX/XX/XXXX, I was told that it was impossible because they do n't have access to the email, and that no one would have told me that they received my information that quickly because it takes 48 hours. I then gave her the date and time that the email was sent, and asked to have her look at it she stated that she did not have access to the email. I then asked to be transferred to someone who does have access to the emails and she stated that the department that has access to it does not have phones. I then asked how I can resolve this issue, as I had sent the information in a timely manner, and am now being told there was no way for customer service to check. She stated that I could resend my information. This was unsatisfactory to me as I had already done so, and had proof of doing so and it still was not processed correctly. I then began questioning the legality of what was being done with regards to my account and she stated that she would put me on hold and try to find someone with access to the email account. When she returned she stated that she can not access the emails, and upon further review of my application my documents were received and processed on XX/XX/XXXX, but that they still needed my personal proof of income. I asked how I was supposed to provide proof of income when I do not work currently, as only my spouse is working. I was told I filled out the application wrong and that I needed to send in a letter stating that I currently have no taxable income. I then asked why no one notified me, as I clearly stated in my email to contact me if any more information was needed and the response was that she did n't know. I have sent the requested info to the e-mail on XX/XX/XXXX.

Company response to consumer: Closed with explanation