Consumer complaint received 2025-06-11 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Nelnet, Inc.
State: NY

Complaint narrative:
On XX/XX/XXXX, I called Nelnet to request a refund on all the XXXX XXXX payments I made throughout the pandemic. I was notified I would be receiving a total refund of {$23000.00}. On XX/XX/XXXX, this balance was reinstated to my XXXX XXXX  account. Due to forbearance during this period, no payments were required. On XX/XX/XXXX, I was notified that the checks were mailed via XXXX Postal Service, despite my numerous requests to have these funds wired to me due to its large amount. I waited week after week, after making numerous calls to Nelnet for an update and to potentially stop payment on the checks sent to my home address, Nelnet was not able to assist until 1 month after the checks were mailed. They repeatedly told me to just wait for the checks in the mail. On XX/XX/XXXX, I called Nelnet to request reissuance of the checks sent out and was told I would have to wait the 6-8 week timeline and start the refund process again. On XX/XX/XXXX, XXXX XXXX at Nelnet Customer Solutions informed me that {$7600.00} can only be refunded due to {$16000.00} ( XXXX checks ) were cashed. She notified me to report this incident to the police department and provide a copy of the police report so she can begin the claims process with the XXXX Treasury. During my initial visit to the precinct, they were unable to provide a police report since I had no evidence. They needed more information so create a police report for me. I requested a copy of all checks that were stolen from Nelnet. On XX/XX/XXXX, I received an ACH Wire Payment from the Dept. of Education totaling {$7600.00}. On XX/XX/XXXX, I received copies of the XXXX checks that were stolen and cashed, and returned back to the precinct to complete my police report. I sent the police report to Nelnet shortly after to begin the claim process for the checks that were stolen. On XX/XX/XXXX, I received 13 claim packets ( Form XXXX ) from the XXXX Treasury which was completed and sent back on XX/XX/XXXX. All claim packets received and resent out were all approved by the Treasury due to Forgery/Fraud determined on this case. However, I did not receive the remaining 25 claim packets for the other checks. When I notified Nelnet, they stated they put the claim in and to just wait for the claim packets in the mail. On XX/XX/XXXX, I called the XXXX Treasury and the Agent notified me, no claim was put in for the other checks. I stated this was impossible as I have a police report for the 38 checks that were stolen and I was told to reach out to Nelnet. When I called Nelnet, they reassured me they put the claim in and to wait for the claim packets despite the XXXX Treasury informing me that there were no claims put in for the checks that I was missing. After waiting for so long, I decided to open up complaints with the USPIS, Dept of Education, FBI and the XXXX  to alert them of my issue. No one was able to help and everything led back to Nelnet. On XX/XX/XXXX, I received a notice from Nelnet that the checks will NOT be reissued due to the 12 month timeframe that has passed. I stated I have been dealing with this issue for nearly 2 years and have still not came to a resolution. I decided to seek legal advice regarding this with Attorney XXXX XXXX, who has experience with student loan issues. I wanted help to navigate this issue and recuperate the money that was stolen from me. On XX/XX/XXXX, a news article from the XXXX XXXX XXXX NY XXXX  was released stating two former postal workers were charged with stealing XXXX Treasury checks valued at more than {$4.00} XXXX from XXXX XXXXXXXX XXXX XXXXXXXX which is no farther than XXXX miles from my house. Not sure if this had any ties to my checks but it can be possible. After weeks of meetings with XXXX XXXX, he came to the conclusion that he would not be able to assist. I am now being held liable for the remaining {$10000.00} that I did not receive and Nelnet has done nothing to help me regarding this issue. After multiple complaints, it has gotten me nowhere. I am reaching out to inform the CFPB of this issue and if they can assist in any way possible. I don't know who else to reach out to regarding this, I did everything in my power to resolve this issue by myself but it doesn't seem like I am going anywhere. Thank you.

Company response to consumer: Closed with explanation