Consumer complaint received 2024-06-04
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Nelnet, Inc. (DE)

This new complaint is a follow up to complaint XXXX which was closed on XXXX after Nelnet responded to the complaint. I am opening a new complaint because Nelnet 's response was unsatisfactory and the issue remains unresolved. 

Background : In XXXX XXXX, I increased my monthly loan payment and requested that excess amounts be applied the 3 of the 13 loans I have with Nelnet. I selected the option to not advance my due date, which means excess payment will not count for future payments and monthly payments remain scheduled as standard. The loans in question had their payment due dates advanced in XXXX XXXX and they did not collect a correct monthly payment since, including the XXXX XXXX payment. This means the issue has been ongoing for 6 months. 

In search for a resolution, I finally ended up speaking to the elusive customer service supervisors on XX/XX/2024. During this conversation, the supervisor I was speaking with, XXXX, told me this was a not uncommon error they have dealt with on their end. My original suspicion that my payment due date was incorrectly advance was confirmed. This conversation ended with a plan for resolution, but no conculsion was reached as a result of that conversation. 

Last Thursday ( XXXX ), I received a response from XXXX, another customer service supervisor, asking if the issue had been resolved. I responded to him that the issue was NOT resolved. The next day ( XXXX ), instead of responding to my email, XXXX sent a separate email asking the same thing he did the previous day. Again, I responded that the issue is NOT resolved and I included the items that I believe would make this come to a resolution. Then, this morning ( XXXX ), XXXX did XXXX to XXXX of my emails but instead of acknowledging my response that the issue is not resolved, he informed me the matter is considered resolved. I am going to repeat, I respectfully disagree that this issue is resolved and will continue to pursue a satisfactory resolution. 

Since then, my payment due dates were changed however I am still seeking a balance redistribution to the affected loans. I do not consider a simple correction of the due dates a satisfactory resolution, the loans in question were the highest interest rates and interest continued to accrue while payment dates were incorrect. Since Nelnet has admitted to me this issue came from a mistake on their end, I hope they would be accountable for their mistakes and work to correct any problems with their paying customers. I refuse to pay for the additional accrued interest that came from an error through no fault of my own. 

Additionally, a new issue has since popped up. In XXXX 's response to me this morning, he informed me my account is now past due. I have maintained an auto debit of {$300.00} to be paid on the XXXX of every month. The auto debit has remained in place during the entire course of this issue and I did not make any changes to how my auto debit is set up. Now I would like an explanation why my auto debit for XXXX was not applied to my account and I want my {$300.00} to be applied to my account, incorrect or not, I refuse to pay the additional interest that will accrue due to a missed payment. In their response to my original complaint, Nelnet stated that my auto debit of {$300.00} would be withdrawn on XXXX. This did not happen, why not? 

I am including the email correspondence with XXXX from XXXX, XXXX, and today XXXX when my statement the issue was not resolved was completely ignored by their customer service team, as well as monthly statements showing the halting of payments as well as my consistent payment of {$300.00} on the XXXX of every month. I am also including Nelnet 's response to my complaint with the statement that my XXXX payment would be withdrawn despite their customer service now informing me the account is now past due.