Consumer complaint received 2025-10-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: Nelnet, Inc.
State: NY

Complaint narrative:
I am writing to file a formal consumer complaint regarding the unacceptable and harmful handling of my Total and Permanent Disability ( TPD ) discharge application by Nelnet, the servicer designated by the U.S. Department of Education for TPD claims.

Summary of the Complaint I suffered a serious accident that resulted in severe bone damage, rendering me totally and permanently disabled. I submitted a completed TPD discharge application, accompanied by detailed certification from my authorized medical professional, on or around XX/XX/year>. 

For years, I operated under the verbal assurance that my loan had been XXXX. However, my federal student loans remain active, and Nelnet has continued to illegally pile on interest for over XXXX years without providing a definitive status or resolution to the application originally filed in 2016. 

Specific Service and Communication Failures Failure to Respond to 2016 Application : Nelnet failed to send any written notification of receipt, approval, or denial for the TPD discharge application submitted in XX/XX/year>, a violation of the expected process. 

Inoperable Contact Methods : Repeated attempts to contact the TPD unit have failed. The provided phone line is inoperable ; it does not accept incoming calls and only directs the caller to an antiquated website. 

Inaccessible XXXX XXXX  : I am unable to resolve the matter online because I have not been able to successfully log in to the stated website, further compounding the communication barrier. 

Evasive Email Responses : I have emailed the XXXX discharge unit ( XXXX ) multiple times only to receive generic responses stating that they are " reviewing the information. '' This review has spanned numerous years, causing substantial and unnecessary financial distress. 

Refusal to Reapply : Despite my willingness to submit a new application to resolve this, I can not reach a human representative to facilitate this process, making it impossible to move forward. 

Resulting Detrimental Harm The continued accumulation of interest and the active, non-discharged status of this debt is being reported on my credit profile. This has created a cascading series of detrimental financial consequences : Housing : The debt is negatively impacting my credit score, making it difficult to qualify for housing. 

Employment : The debt is an obstacle to employment, as credit history is often a factor in job qualification. 

XXXX XXXX : The soaring interest rate threatens my financial stability and quality of life. 

Requested Relief I am requesting that the Office of the Attorney General intervene to secure XXXX of the following immediate actions : Locate and Finalize the 2016 Application : Compel Nelnet to locate the TPD application dated XX/XX/year>, provide a final determination, and, if the application is approved, discharge the loan and immediately remove the debt and associated negative marks from my credit history. 

Facilitate a Timely Re-application : If the 2016 form can not be located, Nelnet must immediately establish a direct, functional method for me to submit a new TPD application and guarantee a timely, non-evasive response to the medical discharge process. Furthermore, interest accumulation must be immediately suspended during this new review. 

I have exhausted all reasonable efforts to resolve this communication and service breakdown directly with Nelnet. I am prepared to provide all supporting documentation, including the date of my injury, medical certification records, and copies of my email attempts to contact the servicer. 

Thank you for your attention to this critical matter. 

Sincerely,

Company response to consumer: Closed with explanation