Consumer complaint received 2024-02-09 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: FL

Complaint narrative:
I contacted Nelnet, my student loan servicer on XX/XX/XXXX regarding the One Time Pay Count Adjustment. After going through the automated phone system, someone answered, appeared to be in the middle of a personal conversation with someone else, and then disconnected the call. 

I called Nelnet back. After going through the automated phone system again, someone appeared to answer and then disconnected. 

I called Nelnet for a third time and was connected with XXXX. I explained that I was calling with questions about the One Time Pay Count Adjustment. She informed me any questions related to the One Time Pay Count Adjustment should be directed to the Department of Education because Nelnet does not have information to assist. I informed her that the Department of Education website instructs borrowers to call their servicer with questions ( which is what I was doing ), and asked which of my loans, if any, should be consolidated to fall under the benefits of the One Time Pay Count Adjustment. Without appearing to review my loans she informed me I should consolidate all of my loans. 

I have multiple loans/loan types taken out at different times, and they entered repayment at different times. I asked XXXX what the lookback period would be for my review, meaning what was the oldest repayment date. She was unable to assist. 

I was blind transferred to XXXX (? ) with the Consolidation Team. I explained the purpose of my call again and informed her that XXXX said I should consolidate all my loans. XXXX then informed me that none of my loans should be consolidated to receive the benefits of the One Time Pay Count Adjustment.

Based on information I read in various online FAQs, I had the impression that if I consolidated my Grad Plus loans from XXXX, with Direct loans that I have been repaying since the XXXX, the Grad Plus loans would benefit because the oldest loan under repayment is what the government would look to when determining how many years to credit under the One Time Pay Count Adjustment. XXXX informed me that was not correct, noting again that I do not need to consolidate any loans. By this time I had no confidence in the advice and information I was receiving from the Nelnet representatives so I stopped asking questions. Note : Neither asked me any questions about my loans or went through the loans with me. 

I do not know how to proceed at this time. I am having difficulty reaching Nelnet, as evidenced by the fact that I had to call three times before reaching someone without being disconnected. The Department of Education instructs borrowers to contact their servicer with questions about the One Time Pay Count Adjustment, but Nelnet claimed I need to call the Department of Education with questions.

There is a looming deadline associated with receiving the benefits of the One Time Pay Count Adjustment and I am completely lost as to if any of my loans need to be consolidated to receive the benefits ( or maximize the benefits ) of the One Time Pay Count Adjustment because 2 different Nelnet representatives in a single call gave me conflicting information. 
Finally, even if my loan types do not have to be consolidated to benefit from the One Time Pay Count Adjustment, I do not feel confident that I was provided accurate information about not needing to consolidate my newer loans with my olde
r loans to maximize the time credited. If the information I was provided is inaccurate on this point, then I will be penalized by having loans that will still be owed after the Adjustment is completed because they will not receive the same credited time as my older loans.

Company response to consumer: Closed with explanation