Consumer complaint received 2018-04-24
Company: Nelnet, Inc.
State: MI
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Below is a portion of the letter mailed today (XX/XX/XXXX) to the President of Nelnet , Inc., XXXX XXXX XXXX, with copies mailed to Nelnet , Inc. 's executive team and Board of Directors, and the Department of Education. 

Currently, I am on an income driven repayment plan and on the XX/XX/XXXX of every month I have a set amount of money withdrawn from my bank account consistent with the plan requirements. In my attempt to pay-off my student loan balance, I have elected to make additional payments above my monthly scheduled amount. On XX/XX/XXXX, I called the Nelnets ( the " Company '' ) call center to make an additional payment on-top of the amount that was to be processed that day. While speaking to the representative on the phone, I was reassured that my regularly scheduled payment was processing and that I was fine to make my additional payment, which I did for {$460.00}. On XX/XX/XXXX, I reviewed my bank records to discover that only my additional payment of {$460.00} was withdrawn from my account and that my regularly scheduled payment was not processed. I contacted the Companys call center and was told by a representative, which was confirmed by their team leader, that my regularly scheduled payment was processing and that it should go through in the morning. The team leader assured me that she would contact me in the morning if the payment did not go through as scheduled. The following day ( XX/XX/XXXX ) the payment still had not processed and the team leader failed to call as promised.

Later on XX/XX/XXXX, I called the Companys call center and spoke with a different team leader about my issue. The team leader told me she would investigate the matter and call me later that evening arond XXXXXXXX XXXX The team leader contacted me as promised and explained that I had failed to click a button while making my payment online that would stop the money from being advanced to the next due date. I informed the team leader that I had called the Companys call center to make my payment and never made the payment online. After reviewing my file, the team leader realized her attempt to blame me for the Companys error was incorrect and had nothing further to add about her investigation. At the end of the call, I authorized the team leader to make my regularly scheduled monthly payment ( the payment that was confirmed as processing and was to be already completed by the Companys employee on XX/XX/XXXX ) along with a request that the payment be backdated to the date it was supposed to be withdrawn ( XX/XX/XXXX). Furthermore, I requested that two complaints be filed pertaining to how the Company processes payments and for the false information provided by Companys employees. The team leader confirmed she would handle all of those requests.

Today, XX/XX/XXXX, I contacted the Companys call center to see the status of each issue listed above. My call was escalated to a Company supervisor ( XXXX ).  After speaking with XXXX, I was informed that I would not receive a status update on my complaints unless I filed another on-line complaint regarding those complaints, which I have done ( I fail to believe this is the Companys policy ). XXXX added that there was no way he or the Company could backdate my payment despite the fact this was a Company error. I knew this was a lie as two months prior a payment I had made was backdated by the Company due to its own error. After being told this lie and receiving no help, I was beyond frustrated with XXXX assistance and requested to speak with his supervisor. I was told that his supervisor does not have phone conversations with customers and that I could either contact the Department of Education or file a complaint on-line. 

On top of these current issues, a Company employee on XX/XX/XXXX withdrew an unauthorized payment from my account. For the employees error, the team leader apologized and I was informed that I could request the money back, which I would receive in 30 to 40 days. Just the response I was looking for when I have other bills to pay.

I have written this letter with the hope to address the issues I have encountered with the Company. The Company has mismanaged my payments and the Company employees continue to provide incorrect and misleading information. The Companys errors have caused my payments to be incorrectly applied towards accrued interest rather than my principal balance. This will result in me paying more money over time due to an error cause by the Company and its employees. The Companys actions must be corrected so that other lenders do not encounter the same type of treatment as I have.

At this time, I formally request an investigation into each matter listed above. Furthermore, I would like my recent payment ( {$430.00} on XX/XX/XXXX) to be backdated to XX/XX/XXXX, which was the date the payment was supposed to be withdrawn as confirmed by the Companys employee. Lastly, I would like verification that my account has been properly  adjusted to apply the requested backdated payment towards any accrued interest and my principal balance.

Company response to consumer: Closed with explanation