Consumer complaint received 2023-11-30
Company: Nelnet, Inc.
State: CO
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I am owed money back to me by Nelnet for double paying for my XX/XX/2023 class. For my XX/XX/2023 class, I took out a loan of {$2900.00} from the loan service provider Nelnet. On XX/XX/2023, I made a payment of {$3000.00} ( as this included processing fees ), with {$2600.00} of this applied to the principal according to the records. In turn, my loan balance was {$0.00}. 

At the end of XX/XX/2023, I decided to cancel any further student loans and pay for the remainder of my classes out of pocket. I called my school XXXX University and was told that because of the layout of semesters, I would have to return the loan money I was given for the XXXX course to XXXX. They would then handle the reimbursement with Nelnet. This resulted in me having a new balance on my XXXX account of {$2900.00} for the same class. 

In order to sign up for my next class, I needed to clear this new balance on my XXXX account. So, on XX/XX/23 and XX/XX/23, I made payments to XXXX University in the total amount of {$2900.00}. I have now paid the amount of {$2900.00} TWICE, once to Nelnet and once to XXXX, and am owed back one of those payments to my personal checking account. 

Within the past few months, I've had multiple phone conversations with multiple different individuals between both the XXXX XXXX office and Nelnet. XXXX 's financial department has stated that Nelnet is the one who owes the reimbursement, but on XX/XX/2023 Nelnet told me it is XXXX who owes me the reimbursement. 

Nelnet also stated an operational accounting e-form was sent to XXXX to show I had paid the loan amount off and to expect it to be received by my school between XX/XX/XXXX and XX/XX/XXXX; however, this has not led anywhere in terms of my reimbursement. I had another call with Nelnet on XX/XX/XXXX, when I was finally able to receive some different information. I was told that Nelnet was working on a refund for me, which was the first I had heard about this up to this point. I was told the refund was for approximately {$1500.00}, which is approximately HALF the amount of money I should be reimbursed. 

On XX/XX/XXXX I sent an e-mail to Nelnet 's customer solutions accounting all the above information, but I was ignored. 

I had another phone call with Nelnet on XX/XX/XXXX, as the payment I am trying to get reimbursed for suddenly disappeared from my account activity on their website, however, a new payment for {$2300.00} was showing up for XX/XX/XXXX, a payment that I did not make. On the phone, I was told they didn't know what happened to the missing payment. They wanted me to send them a copy of my payment with my bank and screenshot I haveof the payment to Nelnet. I informed them I already did that with a complaint request to Nelnet 1 week prior and I will not send it again as no one responded to the first one. After being put on hold again, the employee came back and told me she could find the payment now. I was also told the new XX/XX/XXXX payment now showing up is them correcting the account and that amount is what I will be refunded. I was then told to give about 3 weeks for the refund to show up in my account ; however, it has not been over 6 weeks and still nothing has come from this. 

I have received a deposit into my account from Nelnet of {$670.00} on XX/XX/XXXX and {$31.00} on XX/XX/XXXX, but I am still owed approximately {$2300.00}.

Company response to consumer: Closed with explanation