Consumer complaint received 2024-10-29 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: NY

Complaint narrative:
Here is a timeline of my issue. Ultimately I have a loan balance on my Nelnet account when I should not all of my account balances should be cleared due to the ruling on the XXXX XXXX XXXX case. 
I am part of the first decision group and this should have been resolved XXXX year after the determination was made ( XX/XX/XXXX ) since it wasn't resolved the judge determined that people in my decision group will have their loans wiped out and that has yet to happen and I can not get a single soul at nelnet who will process this correctly. The amount keep going away and coming back I would like this to be resolved once and for all. 

XX/XX/XXXX XXXX XXXX application submitted Borrower Defense Case # XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ( not a Exhibit C school ) XX/XX/XXXX Multiple Consolidated loans - Moved from Original Servicer ( NelNet ) to Fed Loan services to XXXX XX/XX/XXXX Determination for approval was received Tried calling Aidvantage to explain that the info they had on file was incorrect because of loans that should have been wiped out, told me it was a nelnet issue, I called nelnet they told me it was a aidvantage issue. 
XX/XX/XXXX Submitted XXXX Borrower defense application because some amounts were not " paid by claim '' that fell in the timeline of my time at XXXX XXXX XXXX - Borrower Defense Case # XXXX ( thought this was my only recourse ) XX/XX/XXXX I started keeping track of many things about this situation XX/XX/XXXX Took a screenshot of Nelnet " payment activity screen '' particularly the that showed the amount applied to interest because I believed that is what my refund should have been at least. 
XX/XX/XXXX XXXX with XXXX XXXX rep about my issue XX/XX/XXXX Credit report dispute results came back - unchanged. I tried to dispute those accounts being on my credit report XX/XX/XXXX - Date printed on Refund check recieved ( thousands of dollars different from " amount applied to interest '' XX/XX/XXXX - Print out Nelnet Loan XXXX XXXX XXXX XXXX XXXX shows loans all paid off BUT also shows multiple loans not discharged that should have been. 
XX/XX/XXXX - saved student aid printout from Student aid website. Only Shows XXXX consolidated loans XX/XX/XXXX - called Nelnet to ask about this, they told me they have up to a year to complete the process XX/XX/XXXX - screenshot of nelnet " payment activity screen '' - amount applied to interest was lessened since the last time I took the screenshot ; this time I also took screenshots showing all XXXX payments they stated I had on their books. 
XX/XX/XXXX - printed out XXXX XXXX from Nelnet for more records XX/XX/XXXX- Took a screen shot specifically of the loans that were still not wiped out from XXXX site. 
XX/XX/XXXX - Submitted a complaint to the Ombudsman - case number XXXX XX/XX/XXXX - Sent a email using Aidvantage system about my issue. 
XX/XX/XXXX - Got a response from XXXX stating " they cant continue with the discharge process until Federal Student Aid notifies them '' XX/XX/XXXX - Received letter from XXXX in response to Ombudsman complaint in which they stated they took care of the issue ( but they did not ) - Issue on Student aid website was also closed on this date XX/XX/XXXX - Nelnet Loan Summary/Mortgage screen still shows the loans took a screenshot but with XXXX balance XX/XX/XXXX Sent email directly to the Ombudsman office about issue XX/XX/XXXX - Nelnet Loan XXXX screen still shows the loans took a screenshot but with XXXX balance XX/XX/XXXX - NOW past the one-year mark since I was approved. Nelnet Loan Summary/ Mortage Verification now shows over XXXX in loans XX/XX/XXXX - sent email to nelnet using their internal system XX/XX/XXXX - response from Nelnet which said my account was put in forbearance on XX/XX/XXXX XX/XX/XXXX - Downloaded Mystudent data from student aid website XX/XX/XXXX - Captured screenshots of Nelnet Loan summary Mortage Verification again shows XXXX dollar balance and " payment activity screen '' shows an even lesser amount of amount applied to interest. 
XX/XX/XXXX - Balances back on nelnet XXXX, captured Loan Summary/Mortage Verification XX/XX/XXXX - Took screenshot of XXXX showing a decrease of debt XX/XX/XXXX - Printed Nelnet loan summary/mortage verification showing XXXX in debt XX/XX/XXXX - got credit report and loans are still on credit report XX/XX/XXXX - Submitted XXXX complaint XX/XX/XXXX - Received response which explained that my loans were in administrative forbearance. 
XX/XX/XXXX - New section shows up on student aid website showing discharges. Captured screen shot - shows XXXX XXXX XX/XX/XXXX - Captured XXXX loan account history - shows loans with balances XX/XX/XXXX - Printed Nelnet Loan Summary/Mortage Verification XXXX dollar balance and the status of XXXX out of my loans in question changed BUT not to discharged. 
XX/XX/XXXX - captured Aidvantage account history showing new adjustments bringing my account to zero with them, also captured " all loans details '' page and " printable account information '' page XX/XX/XXXX - called aidvantage and spoke with XXXX XXXX just to make sure, he assured me they were fully discharged. 
XX/XX/XXXX - Letter from nelnet in my digital inbox showing XXXX loan discharged XX/XX/XXXX - Student aid shows XXXX balance and loans discharged ( captured everything ) XXXX discharged even student aid report document was showing XXXX XX/XX/XXXX - Letter from nelnet in my digital inbox showing several other loans discharged XX/XX/XXXX - Nelnet Loan Summary/Mortage Verification now showing balance of XXXX again!! Also captured payment activity screen which once again lowered the amount " applied to interest '' XX/XX/XXXX - letter from nelnet in my digital inbox showing loan with a balance XX/XX/XXXX XXXX aid site shows XXXX. Captured screenshot and printed student aid report. 
XX/XX/XXXX- Nelnet shows XXXX amount due for a loan that was previously paid off via consolidation ( nelnet inbox shows loan from group XXXX, loan # XXXX was paid in full via consolidation on XX/XX/XXXX )

Company response to consumer: Closed with explanation