Consumer complaint received 2024-03-24
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Nelnet, Inc. (OH)

The issue began when my service transferred from Great Lakes to Nelnet. I had already been on an IDR plan due to personal reasons and had received emails from the government saying all IDR plans would smoothly transition as well. Not only has that not been the case, it has been far from it, due to no error on my part. I submitted a new IDR request as soon as it was requested in XX/XX/XXXX, and have, among many others I was told, been put on forbearance while the request has pended for months and months " due to high volume ''. My very good credit has decreased in the meantime. It has also been difficult to communicate with Nelnet ( about 3 hours on hold to speak to a real person, and borderline auto-responses from email ). And now the following! From the complaint I sent to Nelnet just now ( XX/XX/XXXX ), that I have a strong feeling will be treated just as poorly as all other attempts : " Hello, I have been in contact multiple times throughout this process and was already very dissatisfied with the lack of outcome. No one seemed very concerned. Now I am much beyond that and am looking for assistance with a very serious complaint. 

I was on an IDR plan before the pandemic, and resubmitted an IDR request when payment pause was ending ( income was and is still {$0.00} ) ; everything before switching to Nelnet was quick, smooth and easy. My IDR request has been pending for the better half of a year now, for no discernible reason ( I was told many were, due to high volume, and due to no error on my end ; I would be put on forbearance while I waited, to avoid payments I couldn't make ). I followed all instruction carefully, and have promptly kept up with all correspondence. 

Today, time stamped at XXXX XXXX., I just received an email stating " You recently submitted an income-driven repayment plan request, but we are unable to approve your request without additional action from you. '' It told me to log in to Nelnet for more details. The notice in that inbox stated that I need to resubmit my IDR application because Nelnet " did not receive all required documentation from me as noted in communications to me '', which is categorically false ( further, I'd like to know what they're claiming to not have received ). Again, I'm certain everything was thoroughly submitted ( I received multiple emails throughout confirming everything was received, stating Nelnet will let you know if anything further is needed ), and nothing new was requested by Nelnet since, via mail, email, or Nelnet inbox. 

I'm sure you can understand my level dissatisfaction at this point. I do not wish to resubmit or be penalized for errors and unprecedented delays on Nelnet 's part, including and especially those that may occur upon having to restart the application process, and I certainly do not believe I should have to. I do not have the income to make payments that should long already be adjusted. I did nothing wrong, and my application should have already gone through, and at the very, very least the same one should still be pending. Please do tell me someone on your end can fix this egregious error toward that end, even if you have to escalate the issue to your supervisor 's supervisor 's supervisor. Again, it is not my error that I should have to start over, and I am willing to escalate this complaint to the federal government itself if this isn't handled correctly and my loans and payments are are further adversely affected. '' In conclusion, after poor treatment, poor service, and unreasonably long delays, my very simple IDR request has been closed for no reason. I am outraged and worried about consequences. 



I already attempted to submit this complaint to the ( ombudsman ) studentaid.gov, but their submission page is currently down.