Consumer complaint received 2026-05-28 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Nelnet, Inc.
State: FL

Complaint narrative:
Nelnet and my previous servicer, Great Lakes, have both caused undue delays processing my IDR applications, provided inaccurate discharge timelines, and placed me in unnecessary forbearance that does not count toward permanent forgiveness while accruing interest. Great Lakes previously placed me into forbearance when I did not request it, incorrectly reported that I was in school when I was not enrolled, and also reported that I was not in school when I was actually attendingthese errors have never been corrected and have followed me to Nelnet. Both servicers have failed to answer basic questions about how much time remains on my loan terms, refused to provide accurate discharge end dates, and can not tell me whether the 20-year forgiveness clock starts per individual loan from the date each loan was first taken out or from my graduation date in XXXX. Nelnet displays inaccurate loan information on their website that contradicts what their representatives tell me, and when I call for clarity, representatives are unable to provide a written outline of when each loan term began, how many qualifying payments I have made, or exactly when I will reach permanent forgiveness. I enrolled at XXXX College of XXXX ( formerly XXXX XXXX College ) and XXXX XXXX College based on clear promises that the loan repayment and forgiveness process would be straightforward and that graduates would earn specific salaries justifying these federal loanspromises that have proven false and misleading. I am a Florida resident who attended Florida colleges, and both Nelnet and Great Lakes ' deceptive practices violate the Florida Deceptive and Unfair Trade Practices Act ( FDUTPA ). Based on proven language that has worked for other borrowers in identical situations, I am formally requesting : ( 1 ) a full investigation into Nelnet and Great Lakes ' fee structures which incentivize moving borrowers out of IDR plans and delaying forgiveness, ( 2 ) Borrower Defense to Repayment discharge due to substantial misrepresentation by my schools, ( 3 ) retroactive IDR plan correction with all forced forbearance months from both servicers counting toward forgiveness per FSA guidelines that borrowers automatically receive 60 days of IDR credit while applications are pending, ( 4 ) correction of all inaccurate in-school status and deferment reporting by Great Lakes that has never been fixed, ( 5 ) a written, loan-by-loan outline from Nelnet showing the start date of each loan 's forgiveness term, the number of qualifying payments made to date, and the exact date each loan will reach permanent discharge under the 20-year IDR standard, ( 6 ) immediate cessation of all collection activities while my complaints are investigated, and ( 7 ) for bankruptcy discharge consideration under the XXXX test as I can not maintain a minimal standard of living, this situation will persist for a significant portion of the repayment period, and I have made good faith efforts to repay.

Company response to consumer: Closed with explanation