Consumer complaint received 2025-07-30 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 sent this to XXXX, XXXX, and now CFPB because Sloan 's system can not undo the problems they've caused us via the links they provide and we do not want trust talking to them on the phone any longer as this is the reason I don't have a papertrail regarding this mess from XXXX other than the XXXX  application we submitted for separating our loans. 

We'd like Sloan to review their letter sent to us on XX/XX/XXXX. It clearly states we should be in administrative forbearance until XX/XX/XXXX. They took our loans out of that in XXXX. This has caused major problems for us. We were never notified to apply to have our loans separated with Aidvantage and their response to us about this issue was, " the POST was on the XXXX  site '' and they shared a URL. We had NO idea we were supposed to be monitoring the XXXX site about next steps. 

We did however apply to have loans separated initially via XXXX per Sloan 's / Nelnet 's instructions over the phone in XXXX. This is why our loans were placed in an admin forbearance in XXXX. We were told by the representative that the servicers were awaiting instructions on how to separate the loans. 

Why would we need to apply for separation AGAIN when we already did? What other information is needed from us that all of you don't already have at your fingertips -- especially the application completed and submitted based on the initial request to have them separated? 

Problem : Please describe the issue you have repaying your loans or grants. 

On XX/XX/XXXX. XXXX we rec 'd a letter that stated our loans were in forbearance until XX/XX/XXXX. Unfortunately, Sloan misled us and now we owe XXXX months of payments because they started billing us on XX/XX/XXXX. They are threatening default. They are asking us to call and request another forbearance when it was ALREADY in one. 

They claim our loans came out of this forbearance because we did not submit an application to XXXX to have our loans separated. 

They also claim it was because we did not apply or recertify for XXXX. 

None of their reasons make sense : XXXX. We were never notified to contact XXXX. And they confirmed that we were not notified - rather we were supposed to somehow know where to find a POST on XXXX 's website. I'm not sure how we were supposed to know to look there or to even monitor that site for XXXX years!? 

XXXX. We applied for the separation of this spousal consolidation, which is why we were granted the administrative forbearance. What other information would we need to provide that they didn't already have at their fingertips via XXXX and Sloan? 

XXXX. We were not on an IBR payment plan prior to the administrative forbearance. This administrative forbearance was placed on this account, initially, because they said they were awaiting to hear from the government about the process they needed to follow. 

XXXX. We applied for separation following the instructions on this site starting in XXXX. I complained in XXXX to the CFPB that our loans were not in a forebeafance while we awaited for the switch. 

XXXX. We only rec 'd a reminder to recertify an IBR application ( which we did not have on our account prior ). So, we did not apply for it.

6. We also thought we were still waiting for the separation, so why fill out IBR?

7. Finally, if we thought we were getting our loans separated, then why would we request an IBR? 

Solution : What do you think would be a fair outcome to your issue? 

It would be fair to follow through with their letter that they sent us XX/XX/XXXX and to keep this account in forbearance until the date they said in their letter XX/XX/XXXX. And stop sending notices of possible default.

Company response to consumer: Closed with explanation