Consumer complaint received 2017-05-22
Company: Nelnet, Inc.
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
My student loan servicer  Nelnet  told me that I qualify for a lower payment, but that I can not receive it on the upcoming payment, because it requires giving me 30 days notice to change my payment and that it would create too much hardship for me to only give me 15 days notice, even though it drops my payment by roughly  XXXX  dollars.     The background to this is that I sent in my forms for income driven repayment on   XXXX   XXXX  , because they told me they were due then. After  2  weeks Nelnet told me that they could n't see the documentation. I called them and they told me it was due to lighting. ( the documents do n't appear to have a lighting issue on my end. ) Further I was informed that the documents were n't actually due yet, but no one had actually given me a due date as to when they were due. In good faith I sent them updated tax documents and the form again electronically signed on   XXXX   XXXX  . On   XXXX   XXXX   they emailed me telling me that they could not process the documents because the new  Income  driven repayment plan form was not signed. I called them and they informed me that they do not accept electronic signatures. I printed off a copy signed it and sent back multiple copies to ensure they 'd have the paperwork they needed on   XXXX   XXXX  . I also called them and they informed me that if they could process the paper work that I could still qualify and get the income driven repayment amount that i qualify for by the   XXXX   date. I called them on   XXXX   XXXX   to see how the application was coming along. They informed me that it was processed and that i qualify for a {$440.00} payment but that it could not go into effect until  XXXX  and that I had to pay the higher amount currently due because " they cant change the amount due, within 30 days of a payment because it will provide too much hardship on me '' -  XXXX     When  I asked them for a confirmation number for the call they refused to give one stating they do n't do that. However on a previous call on   XXXX   XXXX   they were willing to give one "  XXXX  ''. They informed me that all calls are recorded and that the current call on   XXXX   XXXX   was being recorded..   Nelnets job is to process the documents, just because it takes them an extended period of time, or because they have trouble either enlarging or viewing imaging for some reason, does n't mean the burden should fall on me. In good faith I sent my documentation multiple times per their request. They only seemed to accept documentation after it was already too late. When I asked them if they were intentionally trying to push the documentation to be late they laughed, said no and said that they wished they were. As some  one  whose well versed in the banking system this seems fraudulent to me. Further to use a rule made to protect consumers, about sending about billing 30 days in advance, in order to push for a higher payment seems unscrupulous, deceitful, and highly unethical.

Company response to consumer: Closed with non-monetary relief