Consumer complaint received 2023-12-26 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: MD

Complaint narrative:
I attended 2 Universities, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am in the process of paying XXXX monthly under the IDR program, no problems with that Loan Processor. However, the nightmare is with Nelnet. 

Nelnet I have repeatedly sent emails through their site and my personal email to address the problem that Nelnet isn't honoring the proper procedures under the SAVE Program for which is applied for loan # XXXX. However, they are processing loan # XXXX under the SAVE Program. In my emails which have been a total of 7 of them, I have addressed several issues, one being the letters of my account being past due and the threat of sending delinquent information to the credit bureau but most importantly why are you not processing my loan under the SAVE Program? Nelnet has not worked this account under the SAVE Program and on the Federal Student Loan website where I applied for the SAVE Program both loans # XXXX and # XXXX are listed together and I applied for the program on both loans. I called Nelnet on several occasions and was on hold for over an hour. I decided to stay on hold for one occasion and was on hold for over an hour. I finally got a customer service representative who I was on the phone with for another hour because she couldn't figure out along with a supervisor why their system is not capturing loan # XXXX. At this time, they state that I owe {$700.00} monthly on the XXXX ( impossible for me to pay but at least they are still working on this one and repayment has not been initiated ). However, loan # XXXX has been in repayment since XXXX, and is now at a total of {$700.00} due by XX/XX/XXXX. Loan # XXXX has never been processed under the SAVE Program or acknowledged that it should be. I have never received any responses to the 7 emails sent and the representative who tried to correct this erroneous mistake deferred the payments but somehow it was removed and back in repayment stating 90 days past due. Nelnet isn't compliant with responding to emails or correcting their mistakes. I am living in fear every day that they are going to report me to the correct bureau. I applied for the SAVE Program because I can not pay 3 loans ( 2 with Nelnet and one with XXXX ) at the payments established without an Income-Driven Repayment Plan/SAVE Program allowing me to pay payments according to my income. My payments with XXXX are on my income and I received notice to resubmit my income documentation so that my payments can continue under the current amount. This is the way it should be handled. I don't understand what Nelnet is doing and why they have selected which loans to process under the SAVE Program. Also, I have a problem with them not responding to my countless numbers of emails regarding this issue. 

Last, I'm not sure if this matters but one of the loans is over XXXX XXXX XXXX, XXXX to be exact ( not sure if XXXX is the holder of that loan or Nelnet ) and that loan is 3 times how much I initially received.

Company response to consumer: Closed with explanation