Consumer complaint received 2023-12-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Nelnet, Inc.
State: TX

Complaint narrative:
XX/XX/XXXX- Contacted XXXX to request my Master Promissory Note.  
4/28/2022- XXXX XXXX., from XXXX advised me to contact StudentAid.gov for the Master Promissory Note. I replied that I went to StudentAid.gov and the info wasnt there. 
XX/XX/XXXX- I opened a case with StudentAid.gov and received auto email it was confirmed. 
XX/XX/XXXX- XXXX XXXX., from XXXX advised I would need to contact StudentAid.gov directly.
XX/XX/XXXX- Received email from StudentAid.gov that they reviewed my case and XXXX should be able to assist me.
XX/XX/XXXX- Received encrypted email from XXXX XXXX., with XXXX with a pdf of a loan consolidation promissory note. This wasnt the promissory note that I inquired about, however I had never seen this document. I noticed someone signed my name and some of the information was incorrect. I advised XXXX about this fraud and listed the incorrect information in this document. I also asked for the Master Promissory note. 
XX/XX/XXXX- I reached out to StudentAid.gov about the incorrect document sent from XXXX and my fraud issue. I received another email that advised XXXX would need to assist me.
XX/XX/XXXX- Received a 2nd copy of the incorrect promissory note via encrypted message from XXXX XXXX, with XXXX. I advised again that this was not what I asked for and let them know again this was fraud. 
XX/XX/XXXX- I called XXXX and talked to XXXX for about twenty or more minutes. I explained I needed my Master Promissory note and let her know about the fraud on the incorrect document from XXXX. XXXX let me know she was submitting a request for my Master Promissory note and not the document that was sent to me. She let me know it would take around 3 to 5 days to receive it. XXXX provided me a phone # to speak with someone about the fraud. I asked her if this was StudentAid.gov and she let me know it was another group. Unfortunately, I called and that was the phone # for StudentAid.gov. 
XX/XX/XXXX- Received an encrypted email from XXXX with XXXX to provide my account#, name and date of birth. I provided this information.
XX/XX/XXXX- Received a 3rd copy of the incorrect promissory note via encrypted message from XXXX XXXX., with XXXX. I advised that this was the 3rd time receiving incorrect information. 
XX/XX/XXXX- I emailed StudentAid.gov of my recurring issue.XX/XX/XXXX- Received email from StudentAid.gov that my case was escalated on XX/XX/XXXX and I could apply for Borrowers Defense to Repayment. I advised although my fraud issue seems to be with the loan servicer I completed the Borrowers Defense application on XX/XX/XXXX anyway. 
XX/XX/XXXX- I received and encrypted email from XXXX Customer Solutions that they tried calling me. My wife also received a call on her phone from XXXX for me. Not sure why they called my wife.  I advised XXXX in previous correspondence that I work full time. I took a break from work and called back around XXXX cst, however the call was silent for a few minutes and then a survey came on after four or five minutes, which was strange. I responded to the encrypted email that I tried calling and explained I was returning a call from XXXX. 
XX/XX/XXXX- I received an encrypted email from XXXX XXXX., at XXXX. She advised that it would take 30 days to receive my Master Promissory note. Obviously, I responded this was the first time anyone has told me it would take 30 days and asked why. 
XX/XX/XXXX- Received a 4th copy of the incorrect promissory note via encrypted message from XXXX XXXX., at XXXX. I responded to XXXX that this was incorrect and I needed my Master Promissory note. 
XX/XX/XXXX- Submitted complaint to U.S. Department of Education Office of Inspector General. 

XX/XX/XXXX- Recd email from XXXX at XXXX who attached the forgery affidavit, however I noticed it was worded differently than the original forgery affidavit that XXXX sent me. I asked if this was a common document or something made up and why it wasnt sent to me originally. 
Also recd separate email from XXXX that advised that they are reviewing my Identity Theft Request. 
On this same day, I received another email from XXXX XXXX., with information on borrowers defense, etc. I responded to the email and asked XXXX if she could look at my previous notes to update me with any new information.
XX/XX/XXXX- Recd random encrypted email from XXXX XXXX., at XXXX. She sent me an IDR estimate letter, however this isnt something I requested and was confusing. I looked and it was for someone else named XXXX. 
Also, recd a separate non-encrypted email from XXXX XXXX., at XXXX. This was in response to my question about other options to avoid any interest while they are investigating my account. Unfortunately, she only advised that I could pay interest only, although they are investigating my account. (XXXX placed it on administrative forbearance) I also advised her that she sent me someone elses IDR letter and loan info. 
XX/XX/XXXX- XXXX called and advised me I would be charged interest during admin forbearance. He said I didnt have anything to worry about since the loan will be discharged with the borrowers defense. I asked why no one told me it would be discharged. He then advised it would not be his decision, but being investigated. I asked what was timeframe and he advised there isnt one. I confirmed that if for some reason the loan isnt discharged I would be charged the interest and he said it would. I let him know that I didnt think this was fair for something I didnt do and the incident is being investigated. 
I also let XXXX know that I responded to an email from XXXX at XXXX twice about sending me someone elses loan information. I provided him the name on the document was XXXX, but I didnt have any additional information since I was at work.
XX/XX/XXXX- After receiving a letter dated XX/XX/XXXX from XXXX regarding my loan investigation. The letter stated that my loans were not the result of identity theft. I emailed XXXX  to appeal this decision since I filed a police report and it appears they really didnt investigate anything. I also specifically mentioned again that the promissory note that apparently consolidated my loans was not signed by me. 
Also emailed Federal Student Aid of issue.
XX/XX/XXXX- Responded to email from Federal Student Aid on issue.
XX/XX/XXXX- Recd email from XXXX XXXX., at XXXX and advised to call between XXXX EST, Monday through Friday to assist me with my request. I called and talked to XXXX who was nice, but had to place me on hold a few times for a while, however didnt know how to assist me. XXXX advised me they couldn't find my loan consolidation via their loan consolidation department. I explained to her that I never consolidated my loan and this was one of the issues. I let her know my name was signed by someone and not me via the loan consolidation promissory note that XXXX sent me a while back. I then explained to her the letter I received from XXXX  advised that I could appeal the decision regarding the forgery and this is what I wanted to do. After 28 minutes I still have no resolution. I also responded the email from XXXX XXXX., of what happened. 


XX/XX/XXXX- Emailed XXXX via their website. Havent heard anything on the investigation of my account. 
XX/XX/XXXX- Submitted complaint form on XXXX since no response from XXXX or anyone. 
 
XX/XX/XXXX- Received encrypted message from XXXX XXXX with XXXX. He only sent the document from XX/XX/XXXX where XXXXXXXX says no forgery was found due to me making payments, etc. I responded and advised Im aware I had a loan however I wasnt aware that someone signed my name to consolidate my student loans. I requested steps to appeal. They also didnt address my interest on the loans.
XX/XX/XXXX- Received non encrypted email from XXXX XXXX with XXXX that he was sorry they were unable to reach me by phone. I responded and advised that I wasnt aware he was calling. I had already mentioned that I work during the day and asked for a specific time to call, but none was provided. 
XX/XX/XXXX- Received email from XXXX to call XXXX. I responded and asked for a time I could call her directly since I work during the day. 
Called and t/w XXXX who was nice. Explained my entire situation and she advised she would need to research my situation. I asked for the process to appeal the forgery decision. After talking for 41 minutes, XXXX says she was transferring me to their help desk or identity theft department.
Responded to email from XXXX XXXX with XXXX that I still needed help with my appeal. While waiting for his response, someone I received an email addressed to someone named XXXX from XXXX XXXX at XXXX. 
XX/XX/XXXX- Recd email from XXXX XXXX. at XXXX with generic message to call XXXX. 
Filed complaint with XXXX.
Filed complaint with Department of Education, Office of Inspector General. They forwarded my complaint to the Departments Office of Federal Student Aid (FSA). 
XX/XX/XXXX- Submitted complaint information via online contact form on Department of Justice website to Attorney General. 
XX/XX/XXXX- Recd auto email from Federal Student Aid that this was reference to False Certification from XXXX. Note: Not sure why it says XXXX since it was XX/XX/XXXX, per the falsified document. Letter states within 15 days they will follow up. 
XX/XX/XXXX- Recd v/m from XXXX XXXX. at XXXX however was at work at the time. I responded to the XXXX email to provide a time I could reach him directly. 
XX/XX/XXXX- Added notes to XXXX complaint filed against XXXX. To appeal, XXXX advised I needed to file a police report, which I did before I received the XX/XX/XXXX denial letter from XXXX. It mentioned needing three signatures and I also provided this to XXXX before their XX/XX/XXXXdenial letter. Advised XXXX that these are the tactics that XXXX continues to use and have me run around in circles. 
XX/XX/XXXX- Recd call from XXXX XXXX., and discussed my dispute is not that I have a student loan, but the fact that my name was forged on the loan consolidation promissory note dated XX/XX/XXXX. I advised XXXX that Ive already submitted a police report, signatures, etc. He asked if I could r resubmit this information and I told him I would. XXXX discussed that it looks like in XXXX my loan was consolidation when it was with XXXX, which changed their name to XXXX. He mentioned to me that my loan was probably less than 1% of the type of loans they have right now, so it was a unique situation. XXXX advised that he would research some options after I told him that I want to find out who signed my name and go from there. He said he would follow up with me next Thursday, XX/XX/XXXX. 
I resubmitted my driver's license and police report. Also uploaded a copy of my social security card. The Borrower Affidavit of Forgery of an Education Loan Note form isnt valid, as it doesnt address my complaint so emailed XXXX of this. Also updated the XXXX complaint case with this.
XX/XX/XXXX- Responded to XXXX complaint that still waiting on resolution from XXXX at XXXX. Also advised of incorrect document sent that doesnt address my particular situation. 
XX/XX/XXXX- Emailed XXXX from their website regarding complaint that Im still awaiting a resolution from XXXX. XXXX XXXX., from XXXX promised to update me last month.
Submitted complaint against XXXX on StudentAid.gov.
XX/XX/XXXX- Received email from XXXX XXXX., at XXXX who advised my issue would be added to their database to spot trends. I asked if XXXX would be contacting me.
XX/XX/XXXX- Responded to XXXX from XXXXXXXX. They didnt address the forgery concern, but only repeated what they did last time. I provided a screenshot in a word document and pointed to question #5 and submitted on XXXX complaint. I also included the appeal letter I sent to XXXX on XX/XX/XXXX. Below is the verbiage I included in reference to question #5 in the Affidavit they want me to fill out. 
Line #5- Mentions, I did not receive any of the proceeds of this education loan. This is a false statement since I do have a student loan and not disputing that I took out a student loan. Again, Im disputing the loan consolidation document dated XX/XX/XXXX, as my name was signed by someone else. 
Also, I submitted a letter to XXXX on XX/XX/XXXX and received an email that it was received and would be stored. I asked if the last representative, XXXX XXXX., would be updating me since he advised he would provide a resolution. I havent heard back on a resolution yet.
XX/XX/XXXX- I received a response from XXXX via XXXX. Again, they only repeated the same thing and didnt address my issue about the incorrect affidavit they want me to falsely sign. I responded and reiterated that my issues have still not be resolved. Also, XXXX XXXX., still hasnt followed up with the resolution he promised to provide based on my situation. 
XX/XX/XXXX- Received email from Federal Student Aid and they mentioned to contact XXXX about my issue. I advised I have been unable to get assistance I needed. After this, I received a call from XXXX from a gentleman named XXXX (this is the spelling he provided me). He advised that he was responding to my email that I responded to today. 
XXXX explained that he was reading over the notes before he called me and see I had an issue with the line #5 that mentioned, I did not receive any of the proceeds of this education loan. He let me know that they really didnt have another form to address my situation, but advised I could sign then attach a letter explaining the situation. I advised XXXX that I didnt feel comfortable falsely signing this document. I let him know that Im trying to resolve a forgery issue and XXXX wants me to falsely sign this document. I asked XXXX would he sign it falsely and he says he understands. 
I asked XXXX if there a way they could send me a form that directly addresses my issue and he says there wasnt. I asked XXXX what should I do and he let me know there were no other options. I then asked XXXX is getting legal help the only way to resolve this and he advised he couldnt advise how to proceed. 
XX/XX/XXXX- While doing more research into my student loan with XXXX, I noticed the school's name on both loans is XXXX University. The issue with this is I never had a student loan with XXXX University. I did take a class at XXXX; however, it was a 3-hour class in which no loan was taken out. 
XX/XX/XXXX- Received an email from Federal Student Aid regarding my loan being consolidated without my consent or knowledge. I responded and advised my name was also forged and advised I last spoke with XXXX at XXXX who advised my situation was unique and really didnt have a resolution. I asked for all interest to be forgiven and my original loan minus what Ive paid through the years to be owed. 
XX/XX/XXXX Responded to email from Federal Student Aid who sent me a link to Office of Inspector General, but I advised I already contacted them without resolution. I asked should I submit again and they advised I should so I did again. 

XX/XX/XXXX- Today, I also noticed my loan has XXXX as being owed, however, I never took out a school loan to attend XXXX University. I only took one class and this was paid by my employer with a $XXXX balance. This obviously another example of misinformation on my student loan. 

XX/XX/XXXX- Emailed XXXX regarding my loan information showing incorrect school and this is another instance of my student loan information being incorrect. It shows two outstanding loans with XXXX University, however, I never owed anything to XXXX University. I also took one class and this was paid. These amounts are not from XXXX University and Ive requested the correct loan information. I also asked for the status of my submission of forgery of a Loan Consolidation Application and Promissory note dated XX/XX/XXXX, as there is still no resolution in over a year now. (Below is the email to XXXX)

Hello, 
I'm contacting XXXX to request two items, as I haven't received a resolution as of yet. Below are the two issues I'm contacting XXXX about right now. It has been very hard getting anyone on the phone, so hopefully, someone can email me with a time and date with their direct phone number I can talk with.

1. In XXXX I talked to many representatives at XXXX, which included managers and representatives about an issue where someone forged my signature on a Loan Consolidation Application and Promissory note dated XX/XX/XXXX. Unfortunately, the last representative advised me he really hadn't seen the situation before and needed to see what they could do. It has been over a year now and still no help from XXXX. You can see on my account that I've done everything asked of me, including filing a police report, opening a case on Studentaid.gov., etc.  Also, my account was put on 'Admin Forbearance' by someone at XXXX until this was resolved. 

2. My second issue is that I noticed my two loans show balances with XXXX University and this is incorrect. This is yet another issue of misinformation on my account and I would like for someone to update my account with the correct information. I attended only one class at XXXX University, which was paid by my employer around XXXX. It is clearly incorrect as I only took one class with XXXX University and it was paid in full with a XXXX balance. Unfortunately, I'm consistently seeing misinformation on my account and is quite alarming. I would like for someone at XXXX to update my account with the correct information including balance, etc.

XX/XX/XXXX- Filed complaint with Texas Attorney General. 
XX/XX/XXXX- Received email from Texas Attorney General that complaint received that I filed on XX/XX/XXXX. 
XX/XX/XXXX- Responded to email from XXXX XXXX., from XXXX. Asked if there was a direct number and time to reach them since every time I call Im on hold for very long periods of time without talking to anyone. 
XX/XX/XXXX- Received email from XXXX XXXX., from XXXX. Her message was the exact message received from XXXX. She didnt provide a direct number or time I could connect with her, so asked her if there was a way to reach her directly. 
XX/XX/XXXX- Responded to generic email from XXXX at XXXX. The email only mentioned they would add my issue for quality purposes. Again, I asked for someone to assist via phone or email.

XX/XX/XXXX- Noticed on my dashboard that I now have two due dates. The original admin forbearance due date of XX/XX/XXXX and another under a new category, Repayment Planning with a date ofXX/XX/XXXX. I logged back in later this evening and the date now shows XX/XX/XXXX. 
I then logged back in and it now saysXX/XX/XXXX again. 
I then logged back in and now it says XX/XX/XXXX. 
I then logged back in and now it says XX/XX/XXXX.

Note: I've had multiple issues with my loan with XXXX, beginning with the forgery by Navient student loans, in which someone signed my name and included incorrect information on a document dated XX/XX/XXXX, which was provided by XXXX in place of my Master Promissory Note. I wouldn't have known they hadn't sent me this document. 

As of recently, my account is also showing balances from XXXX University and I never owned anything to XXXX. Matter of fact, I only took one XXXX XXXX course which was paid in full.

Company response to consumer: Closed with explanation