Consumer complaint received 2024-01-05 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: NC

Complaint narrative:
I received notification from Nelnet in late XX/XX/XXXX, that I have 2 student loans scheduled to be dischared in early XXXX due to my permanent XXXX. ( XXXX XXXX sustained and approved for XXXX in XX/XX/XXXX ). The issue is these loans were permanently XXXX in XXXX. I have the paperwork from XXXX, indicating the loans were paid in full by the guarantor, dated XXXX, as well as the letter from the US Dept of Education, Federal Student Aid dated XX/XX/XXXX confirming the loans were discharged.

I contacted Nelnet on XX/XX/XXXX and was told that they mainta a database and that is where the information is listed. They were not able to confirm where the info loaded into their database comes from. They were not able to provide any further assistance. I contacted the US Dept Ed on XX/XX/XXXX and was told that they weren't able to assist as they don't manage Nelnet content and since the loans were dischared from the Federal Student Aid Dept I would have to contact that division. The representative did provide an email of XXXX to notify and get direction. I sent an email and never received a response. I contacted Nelnet again on XX/XX/XXXX and was told I would receive a letter and that apparently the student loan database was not updated. I received no letter. I contacted NSLDS on XX/XX/XXXX who sent me to the Federal Student Aid Loan discharge and cancellation department who advised me I should contact XXXX as they were the loan provdier before Nelnet. I have the XXXX coupon book and account info originally provided to me. I contacted XXXX on XX/XX/XXXX and was told to send an email to XXXX for assistance. 

I received a response from XXXX on XX/XX/XXXX indicating there is no account listed under my name with the last XXXX digits of my SSN. They directed me to the NSLDS website to search for a history of my federal student loans. I was instructed to login with an FSA ID and password or create one. I have tried multiple tines over the last several months to access https : //nslds.ed.gov as instructed and the site never loads. I have tried different deviceds and always receive an error/Not found message.

This is extremely frustrating as we have everything in hand to confirm these loans were discharged through proper channels back in XXXX after having initiated the process in XXXX. I can't get anyone to take ownership of resolving this issue and the several institutions I have connected with can't even find my information. 

I sent a certified letter to the US Department of Ed on XX/XX/XXXX including this content/timeline and all copies of the various historical letters. The instructions in the latest Nelnet letter I received on XX/XX/XXXX ( letter explaining the post discharge monitoring period requirements change ) " how to contact us '' section of the letter. To date I have received no response. 

My wife handles the phone calls for me as I am XXXX  as a result of my XXXX XXXX It is easier for me to communicate in writing/email. I don't know how to get this resolved and confirm that there are no active loans and ensure I am removed from this entire process.

Company response to consumer: Closed with explanation