Consumer complaint received 2019-02-09
Product: Student loan 
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled
Company: Nelnet, Inc.
State: FL

Complaint:
I have been enrolled in online classes with XXXX XXXX XXXX since XX/XX/XXXX I have had issues with receiving educational funds for my online courses at home as far as Wi-Fi service and other means of service at home needs for my educational purposes XX/XX/XXXX I ran across a financial situation at home I reached out to XXXX XXXX XXXX they informed me In the student federal aid department that the earliest for me to receive finance assistant with my educational purposes at home was XX/XX/XXXX to call that that day. I called back XX/XX/XXXX and I spoke with a student finance assistant again at XXXX XXXX XXXX I was told that I would receive financial assistance for my educational purposes at home by receiving a check via mail in 14 days I did not receive a check I did not hear from them I signed four award letters in the month of XXXX one dated XX/XX/XXXX one dated XX/XX/XXXX one dated XX/XX/XXXX and XX/XX/XXXX I am still unsure what my actually award grant for my semester term we started XX/XX/XXXX and last till XX/XX/XXXX I have reached out to my student advisor and in the meanwhile XXXX XXXX XXXX has change my advisor from me I have been reassigned to another advisor I have been calling numerous times asking for assistance they have not sent me any financial help for my Wi-Fi service or my electricity service which I can maintain a good grade average and also be very active as I was from XX/XX/XXXX I was at a 3.5 average doing up to XX/XX/XXXX maintaining an A B average in over half of my five weeks courses. I have since dropped down to a 2.7 also I have a D in a course and some missing weeks of class works because my Wi-Fi service was disconnected and I had no means of finding a way for my electricity service I reached out to XXXX XXXX XXXX and advise Them of my situation once again they did not reach out to me with any support. As a matter of fact they stated that they havent even received any funds for me yet but yet I was showing dates on my federal loan site where pay out was distribute XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX they was receiving my grants and loans I asked them to make my federal package out enough for my tuition my books and my educational means at home. I just got out of homeliness in XXXX when I first began I was out in the night at churches using their WiFi services or at a relative house as long as I could before they retired for the night using their WiFi and electricity because I do not have the tools to do my work or no home at the time but I press through receiving good grades, no one has assisted me as of yet. I have as of this date XX/XX/XXXX have not received anything to assist me with my educational purposes at home I have since taken out a personal loan outside of my schooling to tend to my electricity bill and my Wi-Fi services because I failed a course and they are making me retake the course over which I have to pay for it again all over which I was explaining to them that I did not have the tools to do my educational purpose and thats why I asked for the assistant way back in XXXX I still havent received any assistance for my educational purposes which is the reason of my grades falling down making me miss weeks of work and making me have to retake a course not to mention repay for it. I just started my course that I had to repeat over I am currently in the third week of it missing the first two weeks I asked XXXX how come they keep making me do work that I have no equipment to do the work with which is making me fail class that makes me have to pay for the class take it over again I was way in boundaries of letting them know of my situation before my GPA fail and before I had missed classes I have a D in my last courses last XXXX when services was disconnected and it hurt. It has put me behind because I was supposed to be employed at this time working at home as an at XXXX  XXXX  XXXX  XXXX  applying for XXXX  XXXX I am taking XXXX  XXXX XXXX with XXXX XXXX XXXX and I was going to pursue a job working at home as a XXXX  for a virtual company making {$28.00} an hour where I could be well prepared to repay my student loans or whatever my obligation was to as far as my education debt goes this school has made me so upset they have put me back they have forced me out into the streets so I can have the funds to take care of my house situation I dont need Wi-Fi I dont need the service running 24 seven running up my electricity bill I can do without it but I do need education so it is a requirement that I have that service not to mention that they are scheduling me for a mock interview XX/XX/XXXX which I am responsible for being online on a laptop which has to be charged up with electricity has to be running off Wi-Fi and I have to be on a phone without those services how could I do a mock interview I have already missed one and failed with an F and they keep setting me up for failure again theyre not supporting me with my financial aid package completely where it would benefit me at home with my educational tools. I have been in debt because of the situation where I couldve have seek for local resource assistance if I wasnt being lied to services on Im working and ready to repay my loan I have requested for them to take out more for my needs they stated to me that my package wasnt enough to help me out at home I dont know whats true I dont know was not true all I know is I have not received any Financial support for my educational needs at home which put me in a failure state which I had to repeat a course and have to take out more money for electricity and WiFi services. yeah they say XXXX  cares but my opinion they dont this is the way it has been explained to them numerous times what have they done nothing I have asked him to explain to me over and over, I signed four award letters I dont know the actual amount for my semester tuition thats this time I am in a bind and they would not help me or tell me anything and everybody directs me to my school student loan and they are the enemy I do not need to talk to them about my situation because they lied to me and told me that I was going to receive some help in XXXX and I couldve looked around locally for resources to help me I depended on that and they told me a lie and they cant put it out the last time they told me it was XX/XX/XXXX XX/XX/XXXX has came and gone I still have not received any financial assistance I have since paid my electricity service bill {$380.00} which I had to borrow the money to pay for that and I paid for my other services at home so I can go ahead and finish the courses and take the courses because I noticed XXXX did not care and the longer I went without those services for me to be successful in my courses I was going to fail because they was not going to help me so I had to go and borrow the money so I have another debt I thought that I sought on my student loans as well I dont wan na be back with the school to the school I dont wan na talk to the school because I dont wan na hear nobody telling me how to focus and how to schedule and plan my life they supposed be a school teaching me and I know what I have going on and had planned it out up decently and XXXX messed it up its like they stretched it out for it to be doing this time. For some type of reason now I am in my last five weeks of my program looking to graduate hopefully in XX/XX/XXXX and they have put me down to a part-time student which now Im not gon na be qualified for all that I was qualified for its like they dragged me to this part right here they kept telling me yes they going to do this yes I can do this yes they going to send support. Instead drag me to this point Ive felt courses and missed days and I had to retake the classes it has been hectic with XXXX XXXX XXXX if you want to take a XXXX XXXX XXXX certificate diploma what have you Please do not choose XXXX XXXX XXXX. Last five weeks of my program course graduate and hopefully in XX/XX/XXXX but now XXXX have put me down to a part-time student which now Im not gon na be qualified for all that I was qualified for is like a drag me to this point right here they kept telling me yes they going to do this yes I can do this yes they going to send is a cent sign award letters and everything in the lot to me and a direct me to this point Ive failed courses and miss weeks of courses and I have to retake the classes is been hectic with XXXX XXXX XXXX if you want to take a XXXX XXXX XXXX certificate diploma what have you Yall do not choose XXXX XXXX XXXX.

Company response to consumer: Closed with explanation