Consumer complaint received 2020-03-05
Company: Nelnet, Inc.
State: TX
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:
Hi Financial Protection Department, My name is XXXX XXXX I am a recent graduate from XXXX from the XXXX XXXX XXXX at XXXX but started XXXX XXXX school at XXXX XXXX University in XXXX, XXXX shortly after graduation in XXXX XXXX.When I was in my XXXX  I took some subsidized Loans and one small unsubsidized loan at XXXX  XXXX and a Perkins Loan from the XXXX XXXX XXXX at XXXX. After graduation I choose a payment plan after Great Lakes Borrower Services sent a letter stating they were the company taking care of the services. Plus I also received a letter from the XXXX XXXX XXXX Perkin Loans that I will need to start paying the loan after my forbearance period. After I enter XXXX  school in XX/XX/XXXX I quickly ask my academic advisor to give me an enrollment official letter to get a deferment approved with Great Lakes Borrower, I did fill out the form my academic advisor sent the letter with an attachment enrollment form. Weeks later I find out that it was not approved because it was missing if I was a XXXX XXXX. She places this in the next letter she sent. Yet, at this time I find out again that it's been denied due to not having my expected graduation. My academic advisor fixed this in the next letter she sent and email. And again this time because my academic advisor forgot to place the enrollment starting date. After this it gets approved in XX/XX/XXXX that I been approved for deferment request and that the records I sent indicated that I was in school from XX/XX/XXXX and expected graduation is XX/XX/XXXX, and that I did not had to make payments until after graduation and my forbearance period. I did not worry about anymore until I get a notification in XX/XX/XXXX that my payment was due XX/XX/XXXX. I sent Great Lakes Borrower services an angry letter stating that this is a mistake and even attached a screenshot of their email they sent me of the approval of the deferment request. I got replied that it was no mistake that they contact my school and that they told them I was never enrolled and said that if I think this an error fill out the deferment request one more time. I did and even asked my advisor if someone in the academic or records department was ask of my enrollment status they say this was not possible due to privacy compliance. I forward this email to them and have recieved a replied stating that the letter had been signed more tha 60 days ago and they need a new letter with a signiture no more than 60 days, dimissing my other inquiries about if they really ask my current school for my enrollment states. I have several points to complain and reply. First, why are they lying or deceiving me in not approving my in-school deferment request? I think they are lying and want to take advantage of this time I have not been able according to them that I am a 'XXXX XXXX XXXX ' but I did several times in XXXX but when I call them in the phone they pretend that this never happens. Second, I feel this is predatory behavior everytime I call them on the phone they threaten me to go tell the credit bureau and will affect my credit if I don't pay anything in the meantime I dont get this fix.I place all the forms and emails to attachments in this email, I hope you as government agency can help stop this predatory behavior.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation