Consumer complaint received 2023-07-03
Company: Nelnet, Inc.
State: CT
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:
when i found out my student loans were sent over to nelnet i emailed them and asked what the process was i received a email stating that my student loans were XXXX and had a XXXX balance. Then i was informed that they knew nothing about it and that email from nelnet was sent in error which means the whole email sent to me was misleading and false information. 

Nelnet XXXX XXXX XXXX You Dear XXXX, The U.S. Department of Education ( ED ) has determined that your XXXX XXXX XXXX XXXX XXXX XXXX  ) serviced by Nelnet qualifies for borrower defense to repayment discharge, because your school was found to have misled you or engaged in other misconduct in violation of certain state laws. 

Weve XXXX XXXX or more of your XXXX  Loans that were determined and communicated to you by XXXX. As a result, your loan ( s ) serviced by Nelnet has a XXXX balance and is paid in XXXX 

Credit Reporting Within XXXX days of this notification, we will request credit reporting agencies to remove any credit status previously reported for the identified loans. 

What You Need to Do You do not need to do anything else at this time regarding your loan discharge. We recommend you keep this notification for your records and watch for other communications from us. 

Questions? Were here for you. Visit Nelnet.com or call us at XXXX. XXXX our current hours at NelnetXXXX 

Sincerely, XXXX XXXX. 


Dear XXXX, Thank you for contacting the U.S. Department of Educations ( ED ) office of Federal Student Aid regarding your federal student loan account with Nelnet XXXX XXXX ( Nelnet ). On behalf of your lender, XXXX, we service your federal student loans. XXXX assigned XXXX XXXX to us for response. 
We take your concerns seriously and appreciate the opportunity to respond. 
Your concern, as we understand it, is you received an email from XXXX, stating that you had been approved for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX You asked Nelnet what actions you needed to take after receipt of the email, and we sent an email reply stating that no additional action was necessary and that your entire loan balance had been XXXX due to borrower defense to repayment. Your loan balances have not been XXXX. You are asking us to honor our email dated XX/XX/XXXX, and discharge your student loans. 
We confirm that on XX/XX/XXXX, you sent us an email enquiry asking what you should do in regard to the email you received from XXXX regarding the XXXX XXXX XXXX XXXX XXXX XXXX In error, our agent replied to your email with information about a separate program, borrower defense to repayment, and that XXXX or more of your loans were being XXXX. This was an error and your loans have not been approved for this type of discharge. We apologize for the frustration or confusion this error may have caused. 
Additional Information : XXXX Student Debt Relief The Student Loan XXXX XXXX XXXX announced by the XXXXXXXX XXXX provides up to {$20000.00} in loan forgiveness, depending on whether a borrower received XXXXXXXX XXXX  while attending XXXX XXXX. A court order issued on XX/XX/XXXX, blocked XXXX from processing completed requests from borrowers and accepting new applications until litigation was resolved. In addition, approved requests were put on hold, pending the outcome of the litigation, as the attached email you provided confirms. At this time, the U.S. XXXX XXXX has not issued their decision and there is no additional action that you need to take. This email was sent for informational purposes only. Additional information is a

Company response to consumer: Closed with explanation