Consumer complaint received 2022-05-19
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:
Nelnet XXXX XXXX Contacted Nelnet to request my Master Promissory Note. 
XXXX XXXX XXXX XXXX from Nelnet advised me to contact StudentAid.gov for the Master Promissory Note. I replied that I went to StudentAid.gov and the info wasnt there. 
XXXX I opened a case with StudentAid.gov and received auto email it was confirmed. 
XXXX XXXX XXXX XXXX from Nelnet advised I would need to contact StudentAid.gov directly. 
XXXX Received email from StudentAid.gov that they reviewed my case and Nelnet should be able to assist me. 
XXXX Received encrypted email from XXXX XXXX XXXX with Nelnet with a pdf of a loan consolidation promissory note. This wasnt the promissory note that I inquired about, however I had never seen this document. I noticed someone signed my name and some of the information was incorrect. I advised Nelnet about this fraud and listed the incorrect information in this document. I also asked for the Master Promissory note. 
XXXX I reached out to StudentAid.gov  about the incorrect document sent from Nelnet and my fraud issue. I received another email that advised Nelnet would need to assist me. 
XXXX Received a 2nd copy of the incorrect promissory note via encrypted message from XXXX XXXX XXXX with Nelnet XXXX I advised again that this was not what I asked for and let them know again this was fraud. 
XXXX I called Nelnet and talked to XXXX for about twenty or more minutes. I explained I needed my Master Promissory note and let her know about the fraud on the incorrect document from Nelnet. XXXX let me know she was submitting a request for my Master Promissory note and not the document that was sent to me. She let me know it would take around 3 to 5 days to receive it. XXXX provided me a phone # to speak with someone about the fraud. I asked her if this was StudentAid.gov and she let me know it was another group. Unfortunately, I called and that was the phone # for StudentAid.gov. 
XXXX Received an encrypted email from XXXX XXXX Nelnet to provide my account #, name and date of birth. I provided this information. 
XXXX Received a 3rd copy of the incorrect promissory note via encrypted message from XXXX XXXX XXXX with Nelnet XXXX I advised that this was the 3rd time receiving incorrect information. 
XXXX I emailed StudentAid.gov of my recurring issue. 
XXXX Received email from StudentAid.gov that my case was escalated on XX/XX/XXXX and I could apply for Borrowers Defense to Repayment. I advised although my fraud issue seems to be with the loan servicer I completed the Borrowers Defense application on XX/XX/2022 anyway. 
XXXX I received and encrypted email from Nelnet Customer Solutions that they tried calling me. My wife also received a call on her phone from XXXX for me. Not sure why they called my wife. I advised Nelnet in previous correspondence that I work full time. I took a break from work and called back around XXXX XXXX, however the call was silent for a few minutes and then a survey came on after four or five minutes, which was strange. I responded to the encrypted email that I tried calling and explained I was returning a call from XXXX. 
XXXX I received an encrypted email from XXXX XXXX XXXX at Nelnet XXXX She advised that it would take 30 days to receive my Master Promissory note. Obviously, I responded this was the first time anyone has told me it would take 30 days and asked why. 
XXXX Received a 4th copy of the incorrect promissory note via encrypted message from XXXX XXXX XXXX at Nelnet XXXX I responded to XXXX that this was incorrect and I needed my Master Promissory note. 
XXXX Submitted complaint to U.S. Department of Education Office of Inspector General . 
XXXX Talked to XXXX at Nelnet and explained my situation again. XXXX advised that he didnt know why no one had mentioned sending me a fraud package until today, but he would get me to someone at Nelnet to get the packet. XXXX also says he would submit a request to document imaging for the original Master Promissory note. XXXX let me know that they received the loan from XXXX. 
XXXX Talked to XXXX from Nelnet after being transferred from XXXX XXXX XXXX advised he didnt know how this would work, but he could email the fraud packet to me today. He let me know I would need a police report. I explained to XXXX that I would do a police report, but was confused on why I was having to do all of this leg work instead of Nelnet. I asked XXXX if I could speak with a manager and nothing against him. He understood and let me know he would still email the fraud packet. At this point I was on the phone for over 18 minutes with XXXX and XXXX. 
XXXX Talked to XXXX from Nelnet after being transferred from XXXX. Explained situation to XXXX and expressed my disappointment and frustration. After talking to XXXX in length, she let me know I wouldnt get the fraud package emailed until around 7-9 days, even though it was via email. XXXX let me know the original Master Promissory Note would be emailed between 4-7 days. I asked XXXX if the fraud package could be emailed earlier and she said it couldnt. I asked XXXX if she could email me a confirmation of next steps in our conversation and she says she could not. I let XXXX know that this was very frustrating as a consumer and I still felt like I was doing all the work for a loan that is with Nelnet. 

Note : I keep getting the runaround and I still have a fraud issue that I can't get help with. My original request was for the original Master Promissory note, however I noticed the loan consolidation document they sent was signed by someone and not me. It was also not the document I requested. Also, had incorrect information. Not sure if XXXX committed the fraud or what servicer, but it needs to be investigated. 

I looked up the company, XXXX and looks like it is a part of XXXX. It also looks like the company had issues with student loans.

Company response to consumer: Closed with explanation