Consumer complaint received 2023-12-28 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: NY

Complaint narrative:
XXXX XXXX : I submitted my application for SAVE repayment plan via Studentaid.gov. 
XXXX XXXX XXXX  Nelnet confirmed receipt of my application ( that had been transferred to them by Studentaid.gov ) XXXX XXXX   : Nelnet sent an email requesting additional documentation required to review my application ; I uploaded this to their website on XXXX  ( their website confirms documents were uploaded on XXXX XXXX 
XXXX XXXX  : I received an email from Nelnet that my " request had been received XXXX XXXX XXXX XXXX I sent an inquiry to Nelnet.net, via their website, requesting status update on my application. 
XXXX XXXX : Nelnet responded with a request for more information regarding my income ; I uploaded this to their website on XXXX ( their website confirms documents were uploaded on XXXX XXXX Documents included NYS unemployment benefits ( and expiration of benefits as of XXXX  ), income from all part-time employment, and a self-certification letter as requested by Nelnet. 
- XXXX : I sent another inquiry to Nelnet requesting a status update on the processing of my application and whether there were any additional documents needed. I did not receive a response. 
- XXXX  : I sent another inquiry to Nelnet requesting a status update. I did not receive a response. 
XXXX XXXX : I checked the Nelnet website and my application was listed as " still pending : and was instructed to check back in 10 days. 
XXXX XXXX : I received an email from Nelnet that my application was " still pending '' but this email did not indicate that any further documentation or action was required on my part. 
XXXX XXXX : I submitted a formal complaint with NYS DFS and requested help to try and elicit a response from Nelnet. 
XXXX XXXX  : I received a response from XXXX XXXX XXXX XXXX XXXX that the issue had been resolved. This response did not provide any actionable information and my account remained " still pending '' on the Nelnet.net website. 
XXXX XXXX XXXX I sent a response email to XXXX XXXX informing them the issue had in fact not been resolved and requested they reopen my complaint as the issue was still ongoing. I did not receive a response to this request. 
- XXXX XXXX  I checked the Nelnet website and my application was listed as " still pending '' and was instructed to check back in 10 days. 
- XXXX  : I checked the Nelnet website and my application was listed as " still pending '' and was instructed to check back in 10 days. 
- XXXX  : I sent emails to XXXX XXXX XXXX XXXX XXXX XXXX XXXX  requesting updates. 

Throughout this entire process, Nelnet has claimed they would keep me updated via email every 10 days that my application was still being processed but I seldom received an email from them. All the while, interest has been accruing ( {$1400.00} as of XXXX  ) and my payments are scheduled to resume on XX/XX/XXXX at the Standard repayment rate. 

I was laid off in XXXX XXXX  and have been working hard to stay afloat with XXXX  work but am nowhere close to the income level I was at prior to being laid off. I want to repay my loans and it has been incredible how difficult Nelnet has been in helping me make this happen.

Company response to consumer: Closed with explanation