Consumer complaint received 2016-03-03
Company: Nelnet, Inc.
State: NV
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:
I XXXX with my XXXX XX/XX/2015 and am in the process of transitioning to repayment of my student loans. My student loans are being serviced by Nelnet. XX/XX/XXXX I submitted an application for a loan consolidation. At the same time I submitted the application for an income-driven repayment plan. The loan consolidation was recently completed but Nelnet did not process the IDR request. On XXXX XXXX I spoke with a representative from Nelnet about my request for an IBR plan. He advised me that the original request was not processed and they had no record for it. I looked back over application on the Direct Loans website ( XXXX ) and the IBR application was definitely submitted on XXXX XXXX, 2015. But I still have time to submit the request again so I discussed it with the representative. He wanted me to submit my current pay stubs and failed to advise me that they could use income reflected on my 2015 tax return to calculate my repayment. He also advised me that if I chose the REPAYE plan, for which I qualify, I would not qualify for the Public Service Loan Forgiveness ( PSLF ) program. ( I XXXX at a XXXX. ) I told him to start the application but that I wanted to do additional research. In the meantime he told me that he could do an administrative deferment while the application was in process but it had to be done within 30 days of my payment due date, which is XX/XX/XXXX. I had to tell him that we were within 30 days of the due date because XXXX has 29 days. He continued to argue but ultimately said that he was able to submit the request, but I doubt that he actually followed through for reasons discussed below. I did some online research and discovered that information was incorrect on both counts. I called Nelnet back and spoke with a different advisor who also advised me that the XXXX plan would not qualify for PSLF. I asked why I was receiving conflicting information and the advisor said he would ask a supervisor. When he returned he said that the information that he was working from was out of date and incorrect. He also advised me to submit my PSLF application to Nelnet. I submitted my application for IDR on the Direct Loans website because it links directly to the IRS for tax return information. The IDR application was received by by Nelnet on XXXX XXXX. I also completed the PSLF application and discovered that it should be submitted to XXXX servicing rather than Nelnet. I called Nelnet on XXXX and got a recorded message that my IDR application was received on XXXX XXXX and it was pending and could take " up to 3 business days '' to process. I called Nelnet again on XX/XX/XXXX, four business after the application was received, and got the same recorded message. I spoke to a representative and asked about the delay. I informed her that it had been more than 3 business days and asked how long it would take. She said it could take 3 to 4 weeks. I asked why the incorrect message and she eventually admitted that the message is a lie. I asked to speak to a supervisor and he also admitted that the message is misleading but said that he would submit my complaint. I then asked him about the request for the administrative deferment should have been submitted on XXXX XXXX and he said that he could see that the request was submitted properly but it was never processed and said that was " strange. '' At this point I am holding my application for PSLF but I 'm concerned that my IDR application will not be processed before my due date and that the administrative deferment will not be applied. At some point, I was also told that the previous year 's tax return could only be used until XX/XX/XXXX. I am very frustrated by the repeated and continuing failure to process properly submitted applications and I have no trust that I am receiving correct information from Nelnet.

Company response to consumer: Closed with explanation