Consumer complaint received 2025-07-02 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: IN

Complaint narrative:
I am filing this complaint because my federal joint consolidation loan, serviced by Sloan Services, has been subject to persistent errors, lack of transparency, and inconsistent account handling despite repeated attempts to resolve the issues directly.

Summary of My Loan History : In XXXX, my spouse and I consolidated our federal loans into a joint consolidation loan. In XXXX, during our bankruptcy proceedings, we were told our loans would be entered into a trust and that we would resume payment after the bankruptcy was discharged. We did not receive any statements or correspondence from Nelnet ( the prior servicer ) for nearly seven years. 
In XXXX, we received a statement showing a balance of over {$22000.00} to {$24000.00} ( if I recall correctly ). 
Present Day- According to current payment history, it appears the loan balance was about {$14000.00} when it was put in the trust. 
In XXXX, we were never provided a clear explanation of whether interest was supposed to accrue during that time or any documentation showing how the balance increased by nearly {$10000.00}. Each time we ask for an accounting of the loan history, including the trust period, the servicer has been unable or unwilling to provide it. The most recent time we requested this information was in XX/XX/XXXX. However, we have asked for this information multiple times over the years. 

In XX/XX/XXXX, Sloan Services sent a notice stating that our account was placed into administrative forbearance until XX/XX/XXXXXXXX  due to anticipated eligibility to separate the joint consolidation loan under the Joint Consolidation Loan Separation Act of XXXX. We were only able to get that completed with the help of your office. 

Present Day - Despite this forbearance notice, our online account shows that we are past due due to Sloan taking our loans out of forbearance without any advance notice. We only discovered this when we logged into the account in XX/XX/XXXX and saw the delinquent status. We were going to pay the minimum, but then decided not because we feel that we were not told 1 ) this change of date in advance ; 2 ) we have not been provided with the details we need to check the accuracy of the balance ; and 3 ) we really can not afford it this summer because my wife is a primary caregiver for her parents and she is off from work currently.

Over the past year ( XX/XX/XXXXXXXX  to XX/XX/XXXX ), I have sent multiple written requests to Sloan Services ( including formal letters and emails ) asking for : In XX/XX/XXXX and XX/XX/XXXX- requested atleast 3x to perhaps 6x 1. The original starting principal balances of each component of the consolidation loan.

a. Their response was an automated letter with a payment history and present balance. This is not sufficient. 

2. A full payment ledger showing every transaction from origination to the present, with a running balance after each payment, fee, or interest accrual.

a. Their response was an automated letter with a payment history and present balance. This is not sufficient. 

3. In XX/XX/XXXX : I requested a timeline detailing when the loan was placed in the trust, when it was removed, and the balance at each point.

a. Their response was an automated letter with a payment history and present balance. This is not sufficient. 

4. In XX/XX/XXXX : I requested an explanation of why the administrative forbearance was ended prior to XX/XX/XXXX without any notice. 
a. Their response was an automated letter with directions on how to apply for separation of the consolidated loans. 

5. Confirmation of whether the loan has been separated or remains consolidated.

a. Their response was an automated letter with directions on how to apply for separation of the consolidated loans.

6. Clarification of whether any delinquency reporting has occurred.

a. No response 7. Removal of any reported delinquency and cessation of collection communications. 
a. No response 8. The specific dates corresponding to the numbered repayment schedule posted in my account ( Payments # XXXX ). 
a. No response 9. Reinstatement of forbearance, as stated in their XX/XX/XXXX letter. 
a. No response Our balance is still over {$21000.00} and it never meaningfully reduces no matter whether we are paying the standard payment or the IBR payment. We have no idea what amount is principal and what is interest. Additionally, the repayment schedule that references Payments # XXXX does not have any dates attached to it. We can not tell when this schedule started. Was this counting the years we were paying before XXXX? Did it start in XXXX  when the loan was consolidated? Did it start in XXXX  when repayment resumed? Did it start in XXXX  when we changed payment plans? Or is it tied to the XXXX forbearance? At one point, a service representative said they did not have access to details about the balance prior to XXXX. They also did not see that it was ever in a trust. In fact, they note in their system that it was in deferment starting in XXXX. But, they have no details about the trust. And they never offer details about the interest that accrued and when. I also can not locate statements during the XXXX period. 

Although Sloan Services provided some partial transaction records, they have not supplied a complete ledger or addressed many of these questions. They have not provided documentation explaining why the forbearance ended early or why the account is showing past due. The website also shows that we have paid over {$37000.00} on this account, but the totals do not reconcile on other pages where it says we've paid $ XXXX or when I add it up without the consolidation payments. When we ask about these transactions, including interest accrual and payments, we are given the run around. If they can not produce evidence of these transactions, we question whether we are obligated to pay the amount they claim is owed. Why should we continue to pay on an account that can not prove the starting balance and its lifetime accounting?

Company response to consumer: Closed with explanation