Consumer complaint received 2024-03-29 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: CA

Complaint narrative:
I am writing to get your assistance in appealing a decision to deny my refund request for payments made during the COVID-19 payment period and to request the documentation used to reach this decision. I believe the decision was based on incorrect information and therefore the decision to deny my refund should be reversed. I am expecting a {$15000.00} refund. 

According to the letter I received from NelNet ( see attached NelNet Denial Letter ), my refund request was denied because the request was not made to my previous servicer, Great Lakes Student Loan. On XX/XX/XXXX I contacted XXXX XXXX to request a refund of payments made during the COVID-19 period. I did this after I received an email from them telling me I was eligible for a refund ( see attached XXXX XXXX refund options ). I was directed to contract Great Lakes Student Loan. 

On XX/XX/XXXX, I contacted Great Lakes Student Loan and was informed that I had to request the refund through XXXX XXXX because they were my current loan servicer, and all of my loans had been transferred to them. Great Lakes provided me with my complete payment history ( see attached Great Lakes payment history ), including payments made during the COVID-19 period, and shared Great Lakes shared this information with XXXX. 

Following Great Lakes ' direction, I followed up with XXXX XXXX. During that follow-up call, a supervisor at XXXX and I reviewed the documentation received from Great Lakes XXXX The supervisor informed me that my XXXX payments made from XX/XX/XXXX to XX/XX/XXXX would be processed and submitted for a refund by XXXX, and I would receive a payment of {$15000.00} from the United States Treasury Department XXXX I followed up with XXXX multiple times. Each time I was told that the refund was being processed and would take longer than normal to receive due to the amount of the refund. 

Based on this information, I am entitled to a refund of the payments made during the COVID-19 period. Additionally, the letter provided by NelNet has additional inaccuracies, demonstrating that my case was not thoroughly reviewed. I have provided these inaccuracies and documentation to support them : 1. The total amount of the refund is {$15000.00} and not {$16000.00} as stated in the letter. I made XXXX payments between XX/XX/XXXX to XX/XX/XXXX at {$1500.00} per month. 
2. The email provided to me in the letter, XXXX, is incorrect. I sent XXXX emails to the address provided and received each time a message it was undeliverable. 
3. As stated in the letter from NelNet, I did receive a refund check of {$2300.00} and it was sent to me electronically. That is incorrect, I received the check via mail. I have attached a picture of the check that I deposited. 

Finally, I contacted NelNet via phone on Friday, XX/XX/XXXX to appeal the case. While I did receive an email that my case has been reopened, I was also told I would receive a phone call from a supervisor within the next XXXX to XXXX hours. As of Friday, XX/XX/XXXX I have not received a call. 

I kindly request a review of my case and the documentation used in reaching the decision. I believe this information shows that I am entitled to a refund of payments made during the COVID-19 period. I have also included the case submitted to XXXX XXXX XXXX on XX/XX/XXXX. Please let me know if you require any additional information from me to process my request. 

Thank you for your prompt attention to this matter. I look forward to your timely response. 

Sincerely, XXXX XXXX, XXXX

Company response to consumer: Closed with explanation