Consumer complaint received 2024-02-25 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: Nelnet, Inc.
State: MT

Complaint narrative:
I have been trying to contact Nelnet to get copies of the loan records that include the begining balance, date funds were dispersed, and all payment and interest history with the transaction dates. I have placed calls to XXXX starting in XXXX of XXXX. I have left messages, I have used the automated request, I have gone online to Nelnet and filled out their email form and submitted it requesting assistance. Initially I was unable to log on the my account online and needed assistance which never came. After over 2 months I kept attempting to rectify the login issue and finally was able to get online. When online I discovered that the records I could access were incomplete and I needed more information to verify the loan balances as they did not match notes I had previously made. I could not get an answer from Nelnet. Absolutely no response, in writing, email, nothing. I contacted the University and was directed back to the Nelnet site. I submitted another email XX/XX/XXXX and got the following response : Were sorry for the delay in our reply Inbox XXXX Sun, XX/XX/XXXX, XXXX to me Dear Customer, Our # 1 priority is giving our customers the most accurate and useful information possible which sometimes means doing a little extra research so we can help you to the fullest. We are currently working to resolve your request and will be in touch soon with a solution that best meets your needs. If you have any further questions about your account, log in to Nelnet.com to explore your repayment options, including applying for a different repayment plan, making a payment, applying to postpone your payments, and more. If you have a question that isnt answered on our FAQs page, dont hesitate to call us at XXXX. 

Most Common Questions Right Now : How can I find how much interest I paid on my XXXX student loans? You can now find the amount of interest paid on your student loans in XXXX for tax purposes when you log in to your Nelnet.com account, on your XXXX and XXXX billing statement, or in a letter. If your loans transferred from Great Lakes or XXXX XXXX in XXXX and {$600.00} or more in interest was paid during the year, well send your tax information by mail or email. View our tax FAQs for more details. 
What is the SAVE repayment plan and am I eligible? Find detailed information about the SAVE repayment plan, including eligibility criteria and benefits, at StudentAid.gov/Save. You can apply for income-driven repayment ( IDR ) plans quickly and conveniently at StudentAid.gov/idr or, if you prefer, watch our Applying for the SAVE Plan video on Nelnet.com. 
I recently applied for an Income-Driven Repayment ( IDR ) plan. When can I expect to hear back? You can monitor the status of your IDR application on Nelnet.com, including when it was received, if its in progress or completed, or if we need more information to process your request. We apologize that application processing time has been extended due to the influx of applications being submitted. Note : If you received communication from us dated XX/XX/XXXX, directing you to visit Nelnet.com to self-certify and submit a new application, we encourage you to follow those instructions as this may expedite the processing of your application. 
How can I find more information on my Borrower Defense claim? If youve attended a school thats eligible for borrower defense discharge and have submitted an application, or if youve received a letter from the Department of Education ( ED ) that you have been approved, we are currently processing the discharge request. Your account will be in forbearance until your borrower defense discharge is processed, and no payments will be due. For more information, visit Nelnet.com/borrower-defense. Please note that due to the large volume of claims, processing and finalization of discharges could take until the end of XXXX. The approved loans will be removed from your credit report within 60 days of being discharged.

Im having issues creating an online account at nelnet.com. If youre experiencing issues creating an online account, its likely because we have your incorrect contact information on file. To resolve this, visit https : //nelnet.com/nelnetforms/emailus, select the Email Us Form, choose Update Contact Information from the Topic drop-down menu, and enter the requested information. Once you have submitted your current contact information, please allow 24 - 48 hours for our systems to update, then you can try again to create your online account. 
We hope this information was helpful! 

Residents of CA, CO, CT, IL, KY, LA, ME, MD, MA, MN, NJ, NY, OR, RI, WA, VA, or DC inquiring about balance or credit dispute should contact us at XXXX to ensure your request is routed to the appropriate team for response. 

Sincerely, Your Nelnet Customer Service Team I again called Nelnet on XX/XX/XXXX, and was for the very first time able to speak to a represenative. I asked questions about how the payments made had been credited and how the crediting of those payments effected the continuous acount payments. I also again asked for a copy of the total history of my account. The Representative said she could submit that request again for me if I desired. I asked her to do so. I then asked her what the time frame would be to receive the documentation, she stated, 10 to 11 weeks. So after 7 months of trying to get the requested documentation, I will now have to wait another 3 months and hope that I get the information. I have interest accruing at {$800.00} dollars per month, on balances that I can not confirm are correct and an accounting of payments made prior that makes no sense. With any other lending institution I could request records and have them within 1 week. Why is Nelnet not able to perform the same service? What recourse do I have with Nelnet? Without the documentation I have no way of reviewing the amounts and verifying accuracy.

Company response to consumer: Closed with explanation