Consumer complaint received 2016-04-07
Company: Nelnet, Inc.
State: SC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
My complaint is in reference to my recertification form for the IBR Plan. I submitted my recertification application along with a check stub attached to show proof of my income on XXXX/XXXX/16 via email to Nelnet on the Nelnet website ( XXXXXXXXXXXX ). I made a call every week, sometime twice a week to make sure I had submitted all information correctly and had provided all documents needed to process my recertification form that was due by XXXX/XXXX/16. Each advisor I spoke with weekly stated my application was filled out properly and that I had submitted need proof of income/check stub. I called weekly to have a call log of me checking my application information weekly to avoid any delays and I still end up with misinformation and rude advisor giving different answers each time I call. On XXXX/XXXX/16 I get an email stating my application was not processed because Nelnet did not accept my signature. I called Nelnet immediately on XXXX/XXXX/16 around XXXX and spoke with an advisor, who stated that I must print and sign a new recertification form off, the Nelnet advisor told me it would take another 30 days for my application to be process and that more interest would be capitalized while my application is waiting to be processed I asked the advisor why is it going to take another 30 days when I submitted my application on time and if my signature was the problem, why did it take a whole month for someone to say we can not accept this signature, knowing that I have been calling for a full 30 days to make sure everything was correct and no other information was needed. I asked to speak with a manager and was told a manager would return my call, as of XXXX/XXXX/16, no one has returned my call. I called Nelnet XXXX/XXXX/16 at XXXX and spoke with an advisor who stated the system shows I did print, sign. and submitted a new recertification form on XXXX/XXXX/16. Again I asked to speak with a manager and the advisor refused to transfer me to a manager. I went through a similar problem with Nelnet, last year. Advisor kept telling me my application had not been received, I ask to speak with a manager. I told him I had proof that I had faxed my application 3 times and had confirmation that the fax went through, plus I had mailed the application for extra proof that I had submitted application and mailed it on time. The manager placed me on a brief hold, came back on the line and stated my information had been updated. A month later I receive mail that my application had been processed along with the extra interest. I have been proactive in keeping my loans in good standing, please assist with getting this matter resolved. I do n't think it is fair that I have to wait another 30 days for my application to be processed because Nelnet did not accept the signature on the original application submitted XXXX/XXXX/16 ; when I submitted everything on time ; now being told that my signature will take 30 days to be processed with the application and check stub that is already on file, plus the interest. Nothing is being addressed about me having similar issues last year with my application being delayed with extra interest, not even a return call from a manager. I would like to resolve this issue as quickly as possible, this is a bill that I need add to my budget without delays. 

Respectfully, Determined XXXX

Company response to consumer: Closed with explanation