Consumer complaint received 2023-11-05
Company: Nelnet, Inc.
State: IL
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:
Called NELNET early XX/XX/XXXX Per STUDENTAID.GOV : - application submitted on XX/XX/XXXX - application review completed on XX/XX/XXXX - application was processed by servicer on XX/XX/XXXX Called NELNET on XX/XX/XXXX and waited on hold for over 2 hours again After business hours someone finally picked up ( about 40 minutes after the " end '' of the stated business hour time frame, thankfully ) : - was told company was not reviewing my application yet- was told to make a {$5.00} payment online ( I actually tried today XX/XX/XXXX and I kept getting error messages )- was told I was very soon coming up for review - was also told if for nothing else the company would end up putting an admin forebearance on my account at some point - no dates for anything ( application review, even though the recorded message said I would be updated every 10 days by mail and processed in 5 days which NONE of that was ever done ; neither the admin forebear ) or timeframe given for anything by representative especially after I said the recording is not what is happening as I had received nothing from NELNET regarding the application STUDENTAID.GOV said it had for over a month at that point Received an email about admin forebear put on by NELNET and see a NEW due date for the FULL payment amount that I already told NELNET repeatedly I CAN NOT PAY as it was an amount that was XXXX of my total income last year XXXX and XXXX of my total income that I was on track of receiving in XXXX and NO INFORMATION ABOUT MY IDR/SAVE APPLICATION AGAIN EVER GIVEN TO ME BY NELNET EITHER IN WRITTING OR AUTOMATED SYSTEM MESSAGE. 
I tried making a payment online today of {$5.00} ( never requested in writing by NELNET either, rep on phone suggested I do it ) and I received multiple error messages. 
I verified all my contact information again on NELNET.COM as well as STUDENTAID.GOV and ALL are correct. 
I never recieved any communication regarding my IDR/SAVE application and that is in conflict with STUDENTAID.GOV and the recording on NELNET customer service phone line at XXXX which ALSO only would auto system " no deferment or forebearance applications open '' and " goodbye '' ( then the phone hung-up ) with NO option to hear if NELNET IS EVEN PROCESSING MY IDR/SAVE APPLICATION STUDENTAID.GOV SAID NELNET PROCESSED ALREADY Given NELNET does NOT actually service and timely respond, I need this resolved ASAP as I can not afford to have this go unresolved, uncommunicated, and force multi-hour phone calls that do not resolve anything because the company isn't even mailing correspondence or having options on its phone for IDR plan STATUS updates ( when STUDENTAID.GOV SAYS THE COMPANY PROCESSED IT ALREADY -- - THAT IS A FLAT OUT LIE THE GOV'T WAS FED BY NELNET and apparently my local [ federal gov't ] representative doesn't have the time to acknowledge I contacted her office about this train wreck of a situation and company contracted to service these FEDERAL student loans [ apparently she is more concerned about citizenship for her XXXXXXXX XXXX  ] ) *I had a different servicer but I am with NELNET now that my previous servicer 's accounts were transferred to it, and now I have to deal with it's fun times of no communication and gaslighting recording that is NOT what the company is doing and is violating what it has with the government to service these contracts

Company response to consumer: Closed with explanation