Consumer complaint received 2016-03-14
Company: Nelnet, Inc.
State: MN
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
Today [ XXXX/XXXX/XXXX ] I made a phone to Nelnet & spoke to a Nelnet Representative [ " XXXX '' ] to help supply me with clear answers in addressing some of my concerns.XXXX answers did not correspond to much of the information provided on the website. 
XXXX 1A ] - WHAT IS THIS 3 YEAR 'PROBATION '' PERIOD & WHY IS THE SUCH EMPHASIS PLACED ON THE POWER TO REACTIVATE THE 'DISCHARGED '' LOAN? 
IF THE LOAN IS TRULY & LEGALLY DISCHARGED ; WOULD N'T I RECEIVE FORM XXXX? 
THE USE OF THE WORD, " DISCHARGE '' IS MISLEADING & DISTORTED. 
* THE TELNET REPRESENTATIVE [ XXXX ] EXPLAINED THAT THE DISCHARGE THAT IS REFERRED TO ON THEIR WEBSITE INFORMATION IS NOT A FINAL [ REAL? ] DISCHARGE. IN THE EVENT THAT IT WAS " THE FINAL DISCHARGE '' ; I WOULD BE SENT FORM XXXX. 
* " If I 'm subject to a 3-year post-discharge monitoring period, what will happen during the monitoring period? '' 1B ] -IF I 'VE BEEN XXXX FOR A PERIOD OF GREATER THAN 3 YEAR TIME PERIOD ; WHY CA N'T I PRESENT A PRINT-OUT OF MY BANK RECORDS & TAX STATEMENTS OF THE PAST 3 YEARS TO PROVE THAT I 'M IN & HAVE BEEN IN COMPLIANCE OF THIS CRITERIA THAT NELNET [ THE US DEPARTMENT OF EDUCATION ] INSISTS ARE NECESSARY TO JUSTIFY THIS " ALMOST '' DISCHARGE PROBATION PERIOD? 
* XXXX ] -WHY DOES NELNET [ A.K.A.- THE XXXX DEPARTMENT OF EDUCATION ] ONLY RECOGNIZE MY XXXX IN XX/XX/XXXX WHEN NATIONAL & STATE AGENCIES HAVE RECORDED MY XXXX IN XX/XX/XXXX? IS THE US DEPARTMENT OF EDUCATION MORE MEDICALLY QUALIFIED THAN THE MEDICAL PROFESSIONALS REPRESENTING THE NEW YORK STATE DEPARTMENT OF HUMAN RESOURCES & THE DEPT OF SOCIAL SECURITY XXXX, IN ADDITION TO MANY PRIVATE SPECIALISTS & PHYSICIANS IN THE ABILITY TO DIAGNOSE & MAKE AN ACCURATE DETERMINATION IN REGARD TO MY XXXX? 
THIS MEANS THAT ANY MONEY THAT WAS GARNISHED FROM ME-BEFORE THE APPLICATION OF XXXX WAS DOES NOT HAVE TO BE RETURNED ... 
* " What happens if the Department approves my XXXX discharge request? " Link : XXXX 2A ] - WHAT RIGHTS/AUTHORITY/EXPERTISE/QUALIFICATIONS DOES THE US DEPARTMENT OF EDUCATION TO PARTICIPATE IN THE PROCESS OF DETERMINING AN INDIVIDUAL 'S XXXX? I ACCORDING TO NELNET, THE DOCUMENTATION PROVIDED BY THE DEPT OF SOCIAL SECURITY ADMINISTRATION IS NOT ENOUGH-AS THESE RECORDS ARE REVIEWED BY NELNET [? ] & THEN FORWARDED TO THE US DEPARTMENT OF EDUCATION FOR THEIR REVIEW. 
* What should I do if I want to apply for a XXXX discharge? Link : XXXX 3 ] -WHY DOES THE NELNET WEBSITE PROVIDE CONSUMERS WITH FALSE INFORMATION? " Finally, we 'll contact your loan holders and instruct them to suspend collection activity on your loans for a period of up to 120 days. This means that during the 120-day period you will not be required to make payments on your loans. '' * I WAS TOLD ON THE PHONE BY THE NELNET REPRESENTATIVE THAT THE GARNISHMENTS WOULD & LEGALLY COULD BE CONTINUED. NELNET COULD DO NOTHING TO ADDRESS OR PREVENT FUTURE GARNISHMENTS. I WAS TOLD THAT NELNET WOULD NOT SPEAK TO MY LOAN HOLDER [ THE DEPARTMENT OF EDUCATION ] I WAS INFORMED THAT IT WAS UP TO ME TO SPEAK TO THE DEPARTMENT OF EDUCATION [ MY LOAN HOLDER AT XXXX ] IN ORDER TO ATTEMPT TO STOP THE GARNISHMENTS. THIS LATEST NEW INFORMATION SEEMED TO STRONGLY IMPLY SOME ADDITIONAL ARRANGEMENT & PROCESS OF APPLYING FOR A " HARDSHIP '' WITH MY LOAN HOLDER. 
* " Discharge Processing/How long does the XXXX discharge application process take? / Our review of your XXXX discharge application typically takes less than 30 days to complete. 
THE RESPONSE OF THE NELNET REPRESENTATIVE [ XXXX ] WAS THAT COULD REQUIRE UP TO 120 DAYS TO REVIEW THE CASE & PROCURE THE ANSWER AS TO WHETHER YOU QUALIFIED FOR THE " FAKE '' [ NOT FINAL ] DISCHARGE. DURING THIS 120 DAY REVIEW TIME FRAME ; THE DEPARTMENT OF EDUCATION IS STILL FREE TO GARNISH MY XXXX PAYMENT UNLESS OTHER ARRANGEMENTS HAD BEEN MADE.

Company response to consumer: Closed with explanation