Consumer complaint received 2017-09-26
Company: Nelnet, Inc.
State: DC
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:
Hello, On XX/XX/XXXX, I received notification from XXXX that Nelnet would be my new servicer, effective XX/XX/XXXX. On XX/XX/XXXX, my XXXX loan payment increased from {$210.00} to {$260.00} ( approximately {$50.00} ). 

I called Nelnet in late XX/XX/XXXX to try to understand the ~ {$50.00} increase, and received no answer. I requested an amortization schedule, and was told that would not be possible. I called back Nelnet on XX/XX/XXXX ( today ), and explained to the representative that I wanted to understand the {$50.00} increase, and my understanding is that I have approximately 10 years remaining for my consolidated loans and 5 years remaining for my variable rate loans. After a long pause, she returned to say that there is good news, and Nelnet has put my loans on a 25-year repayment schedule effective today, with 201 installments remaining, and a monthly payment of {$140.00}. I explained that I am not interested in 25 years, and requested a 15-year and 10-year plan, as I had thought I originally had in place. They said this is not possible. I also requested an amortization schedule for the second time, and was again told that would not be possible. Nelnet could not explain the {$50.00} increase either, so I filed a complaint with Nelnet. Nelnet indicated that I was paying too much every month, but could not explain why then XXXX/Nelnet does not owe me money or if my principal & interest owed have been accurately reduced as a result of these " over payments. '' Here is background on my XXXX Loans ( taken from email records ) : On XX/XX/XXXX, all of my loans were switched from a standard 10-year level repayment plan to a 15-year level repayment option. 
On XX/XX/XXXX, Account -2, with a variable interest rate, was adjusted to a 25-year extended repayment option, effective with my XX/XX/XXXX installment. The new monthly payment amount was approximately {$220.00} on XX/XX/XXXX. Account -3, with a variable interest rate, was adjusted to reflect the graduated repayment option for a 15-year term, effective with my XX/XX/XXXX installment. The new monthly payment amount was approximately {$78.00} on XX/XX/XXXX. ( Account -1, which is consolidated with a fixed interest rate, remained on the 15-year level repayment option ). 

Promotions and Incentives : -XXXX XX/XX/XXXX letter : I am eligible to receive a 2.5 % interest rate reduction for the -1 account signing up for XXXX XXXX. 
-XXXX XX/XX/XXXX letter : I should have received a rebate of 1 % off of my -1 loan amount. 
-XXXX XX/XX/XXXX letter : I am eligible to receive ( 1 ) a 2.5 % interest rate reduction for the -3 account signing up for XXXX XXXX ; and ( 2 ) 1 % interest rate reduction after making 36 timely payments -XXXX XX/XX/XXXX letter : I should have received a rebate of 1.5 % off of my -3 loan amount. 
-XXXX XX/XX/XXXX letter : I should have received a rebate of 3 % off of my -2 loan amount. 
-XXXX XX/XX/XXXX letter : I am eligible to receive a 2.5 % interest rate reduction for the -2 account signing up for XXXX XXXX.

Company response to consumer: Closed with explanation