Consumer complaint received 2023-02-17
Company: Nelnet, Inc.
State: MI
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
My original loan servicer was XXXX XXXX XXXX and in XXXX was sold to Nelnet. After news of possible student loan refund, I called Nelnet on XX/XX/XXXX to request a refund. I was told they would need to send this request to XXXX XXXX XXXX, who payments were made to. I was told this would take up to 4-6 weeks to recieve a refund. I also asked for copies of previous payments made on existing loans along with access to records of all loans paid off. I was told they would have to request this from XXXX XXXX and they do not have this information. On XX/XX/XXXX, I made a call to XXXX XXXXXXXX to ensure the request had been made for a refund as well as requesting a copy of my payment records which were no longer available on my online account after being sold to Nelnet. I was told these requests needed to be made through my current loan servicer, despite me explaining that Nelnet stated the exact opposite. On XX/XX/XXXX I called Nelnet to check on the status of my refund and access to records and history of previous payments. I was told this may take up to another 4-7 weeks to process as they requested the payment information from XXXX XXXXXXXX XXXX but did not recieve it yet. On XX/XX/XXXX, I called Nelnet to check on the status of my student loan refund request. I was told they had no updates and due to the large amount of requests they have recieved they could not give me a time frame for my refund. I requested to speak with a supervisor to expidite this issue given my request was made on XX/XX/XXXX. I was assured it was being worked on but they could not give me any timeline. On XX/XX/XXXX I called Nelnet again to check on the status of the refund and previous payment records and was told the same information as before. No update or timeline able to be provided. On XX/XX/XXXX I called XXXX XXXX XXXX to inquire if the request to recieve previous payment records was recieved or a refund request. I was told they couldnt see a request for a refund but they agreed to send me a copy of my history of payments made. On XX/XX/XXXX, I made a call to Nelnet to check on the status of my refund request. I was told they had not recieved records of payments from XXXX XXXXXXXX. I informed them that I had a copy of the payments now and could provide this to them. The representative stated this information needed to come directly from XXXX  XXXX. Based on these statements, a total of {$4600.00} has been paid towards student loan from XX/XX/XXXX to XX/XX/XXXX. To this day I have only recieved refunds on two payments made to Nelnet amounting to approximately {$1100.00}. The remainder of my refunds for payments made during the pandemic have not been made nor have I been given any updates on the status of the refund. In XXXX, I recieved a check for {$8000.00} from XXXX XXXX following withdrawl from classes. On XX/XX/XXXX, a payment of {$8000.00} was made to Nelnet towards outstanding balance of approximately {$12000.00} dollars. On XX/XX/XXXX, I recieved an email from XXXX XXXX stating that a return of title IV funds equalling {$10000.00} was sent to the Department of Education for withdrawl of courses. The email then states my new balance owed to XXXX went from {$0.00} to {$9100.00}. I called XXXX on XX/XX/XXXX to inquire about the charge. Informed XXXX that I already recieved a check for {$8000.00} for the withdrawn courses and this money was already sent to the Department of Education. XXXX representative stated they would look into this and call me back. On XX/XX/XXXX, a call was made to Department of Educatuon XXXX XXXX XXXX to inquire on loan balances. I was told they could only see that I had a balance of {$0.00} on all of my accounts and that they were paid in full. Informed of the above situation. Was advised to call XXXX XXXX XXXX and Nelnet to resolve issue. On XX/XX/XXXX, I called XXXX XXXX XXXX to inquire on details of balance owed. I was told they will continue to look into this but do not have updates at this time and to try back in a few days. On XX/XX/XXXX, I made a call to Nelnet to see if they could provide me additional information. I was told my account is showing it is paid in full as of XX/XX/XXXX for an amount received for {$6000.00}. Informed representative that a payment for {$8000.00} was made on XX/XX/XXXX, not {$6000.00}, and I have proof showing this was taken from my checking account. Nelnet representative stated she could not see any other payment besides for {$6000.00} on XX/XX/XXXX. Requested to speak with supervisor due to inability to provide further details or resolve issue. The next Nelnet representative stated that a check for {$8000.00} was recieved but due to my loan balance being {$0.00}, the check will be refunded to me. I requested a timeline, they stated they were unsure how long this would take. On XX/XX/XXXX I recieved an email from XXXX XXXX giving me a copy of loan disbursement made on XX/XX/XXXX for {$10000.00}. However, the email gave no explanation as to why a check of {$8000.00} was mailed to me, {$10000.00} was sent back to Department of Education, and why there is a remaining balance of {$9100.00}.

Company response to consumer: Closed with explanation