Consumer complaint received 2025-01-15 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: KY

Complaint narrative:
Statement of Events : I began my student loan journey in XXXX when I XXXX  enrolled in school. Over the years, I encountered periods of deferment during which I was not required to make payments. While these deferment periods do not count toward qualifying payments for the federal student loan forgiveness program, I have identified that payments made between XXXX and XXXX are missing from my payment history. Given the persistent misinformation from Nelnet, I have concerns that other qualifying payments may also be absent from the records. 

Throughout the life of my loans, they were serviced by several loan servicers, including Great Lakes. As of XX/XX/XXXX, my loans were transferred to Nelnet. Between XX/XX/XXXX and XXXX, XXXX, I contacted Nelnet multiple times to inquire about the process of consolidating my loans. I was advised by a Nelnet representative that consolidation was the only method to qualify for the federal student loan forgiveness program. Subsequently, on XX/XX/XXXX, I requested my payment count to date, but I was informed that this information could not be provided until after the consolidation was completed. 

Following the guidance provided by Nelnet, I submitted my consolidation application, which was approved, and I was placed on the XXXX plan on XX/XX/XXXX. 

After completing the consolidation, I was alerted to a significant drop in my credit scoreover XXXX points. I was never informed by Nelnet that consolidating my loans would negatively affect my credit, particularly because this loan was my longest-standing account. This dramatic decline in my credit score has adversely impacted my ability to secure housing, obtain an auto loan, rent a home, and may potentially affect my ability to secure employment, as many employers conduct credit checks. This decision was based on erroneous advice from Nelnet, which has had a profound negative impact on my financial standing and future opportunities. 

On XX/XX/XXXX, I received an email from Nelnet containing my payment history. However, the document was filled with unreadable and nonsensical information. I contacted Nelnet again, and on XX/XX/XXXX, the consolidation was completed. Once again, I received a document containing incomprehensible data. I was subsequently informed by a Nelnet representative that previous representatives had provided inaccurate information and that the consolidation needed to be completed before XX/XX/XXXX. Despite my repeated requests, I was still unable to obtain an accurate payment count. 

On XX/XX/XXXX, another Nelnet representative informed me that my payment count would be sent to me via mail, which would take XXXX months. In the summer of XXXX, I received a letter from Nelnet ; however, it only contained loan amounts and did not include the requested payment history. Upon contacting Nelnet again, I was told that the prior information provided was incorrect and that I would have to wait until the end of the year for the one-time payment adjustment to be processed. 

By XX/XX/XXXX, I had still received no satisfactory resolution, prompting me to file a formal complaint with the Department of Education. In response, Nelnet stated that " the consolidation resulted in paying off your original loan balance '' and that consolidation was recommended to expedite eligibility for the one-time account adjustment. However, this adjustment failed to reflect payments made from XXXX to XXXX, as well as potentially other periods of qualifying payments. As a result, my payment count was not properly adjusted. 

In XX/XX/XXXX, Nelnet responded again, inaccurately stating that I was concerned because my previous loans were listed as " paid in full. '' This statement is incorrect, as I never made such a claim. It was Nelnet that informed me that my loans were paid in full. Furthermore, I never stated that my payment count was incorrect ; I simply requested an accurate payment count, which I had yet to receive. 

After over a year of waiting, Nelnet has provided a payment count, but it still contains inaccuracies. It shows that I owe XXXX additional payments, extending my repayment period until XX/XX/XXXX. While the months I was enrolled in school in XXXX are not eligible, they should still be listed, as my current in-school deferment is clearly labeled as ineligible. The count also fails to account for months from XXXX to XXXX when I was neither in school nor in an in-school deferment due to a family medical emergency. These months should have been counted as qualifying payments, yet Nelnet does not show them at all, even though the Department of Education records show that I had a loan during this period. Unlike my current in-school deferment, which is clearly marked as ineligible, these missing months should have been listed with the same level of detail, indicating whether they are eligible or ineligible. I understand that my loan servicer has changed several times over the past XXXX  years, but I have already made enough qualifying payments for loan forgiveness, and this issue needs to be rectified as soon as possible to accurately reflect my eligibility. 

To summarize, I have spent countless hours trying to get resolution however, Nelnet 's failure to provide accurate information regarding loan consolidation, combined with incomplete and incorrect payment records, has caused significant financial hardship and emotional distress. My credit score has dropped dramatically, and I was misinformed about the necessity of consolidation. Consequently, my loans have not been processed properly for forgiveness. I believe that the missing payments from XXXX to XXXX, as well as other potentially qualifying months, should be properly accounted for in the one-time payment adjustment. I should also have been fully informed of the impact of consolidation on my credit. 

As a result of Nelnets actions, my credit score has been severely impacted, placing me in a poor credit category, which affects my ability to purchase a vehicle, secure housing, or rent a home. Additionally, should I be applying for employment that involves a credit check, my chances of securing the job could be adversely affected. I respectfully request that Nelnet take immediate action to rectify these issues, provide an accurate payment count, and process my loan forgiveness in accordance with the guidelines of the federal student loan forgiveness program.

Company response to consumer: Closed with explanation