Consumer complaint received 2025-11-10 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Nelnet, Inc.

Complaint narrative:
XXXX XX/XX/year>- I arranged payment of {$23000.00}, which was payment in full of the amount remaining on a private student loan with Nelnet Servicing LLC XXXX ID # XXXX ( trading as Sloan Servicing ). I attach documentation relating to the payment of {$23000.00} on XXXX XX/XX/year>. 

My Sloan Servicing online dashboard confirmed receipt of payment the same day. I attach a screenshot of my dashboard dated XXXX XX/XX/year> which still lists the payment of {$23000.00} as having been received on XXXX XX/XX/year>. The loan amount was still showing as outstanding. I understood this to mean that Sloan Servicing 's systems would need some time to update. 

XXXX XX/XX/year>- I received an email from Sloan Servicing stating that a payment of {$400.00} was due. 

I called Sloan Service 's international service number from the XXXX to resolve the issue, as there should have been no further payments due after my payment of the loan amount in full on XXXX XX/XX/year>. I placed the call at XXXX XXXX XXXX XXXX XX/XX/year>. I understood from the customer service representative that the payment made on XXXX XX/XX/year> was not in fact received as stated on the dashboard and that is why there was an amount showing as owing. 

I immediately offered to transfer the repayment amount as at XXXX XX/XX/year> when I understood the loan payoff to have been made, to again attempt to full repayment of the loan. This is more than fair considering the conflicting information provided by Sloan Servicing regarding receipt of the payoff amount as well as the long history of my timely payments to Sloan Servicing. I attach documentation of my payment history in the months preceding XXXX XX/XX/year>. 

Unfortunately, the customer service agent insisted that the interest accrued on the payoff amount since XXXX XX/XX/year>, approximately {$260.00} at that time, was owing. The customer service agent argued that, although the dashboard states that payment was received, it was incumbent upon me to go into the Documents section of the account after viewing the confirmation of receipt on the dashboard, to verify whether the dashboard information was correct and that, if I had done so, I would have seen that it was not correct. The point is irrational as well as unfair, given that the dashboard itself indicates that the payment was received, and does not reflect any pending notifications or otherwise alert me to a letter in the documents section of the platform. 

My experience reflects very poor service and business practice on the part of Sloan Servicing. I received a lot of " computer says no '' responses when I asked to escalate the issue. After much discussion, I was assured that I would receive a call from " leadership '' within 24 to 48 hours.

To date, I have not received the promised call from " leadership ''. My dashboard still reflects that a payment of {$23000.00} was received by Sloan Servicing on XXXX XX/XX/year>. 

I emailed a complaint to Sloan Servicing setting out the above facts and again offering to pay the full amount that was owing on XXXX XX/XX/year> as repayment of the loan amount. 

XXXX XX/XX/year>- I received an email from Sloan Servicing requesting my Sloan Servicing Account number and my name, both of which I had already provided in my email of XXXX XX/XX/year>, as well as my date of birth. 

XXXX XX/XX/year>- I responded by email to provide all the requested details, including those previously provided. I also repeated the details of my initial complaint email of XXXX XX/XX/year>. 

XXXX XX/XX/year>- I sent a chasing email to Sloan Servicing and received an email again requesting my Sloan Servicing account number or Social Security number, both of which I had already provided. 

XXXX XX/XX/year>- I sent a further chasing email to Sloan Servicing and again received an email requesting my Sloan Servicing account number or Social Security number, both of which I had already provided. 

XXXX XX/XX/year>- I emailed the requested details to Sloan Servicing again, though I had already provided them several times. 

XXXX XX/XX/year>- I received an email from Sloan Servicing requesting that I allow XXXX to XXXX business days for the processing of my complaint. 

XXXX XX/XX/year> - XXXX email Sloan Servicing to highlight that the XXXX to 5 day processing period had passed. 

XXXX XX/XX/year>- I received an email from Sloan Servicing stating that I am 30 days past due on the student loan payments ; As I discussed with the Sloan Service representative on XXXX XX/XX/year>, I do not agree that payments accruing after XXXX XX/XX/year> are owing as Sloan Servicing 's dashboard had confirmed the receipt of payment of the full outstanding loan amount on XXXX XX/XX/year>. 

XXXX XX/XX/year> - I sent a chasing email to Sloan Servicing. I received an email from Sloan Servicing requesting that I allow XXXX to XXXX business days for the processing of my complaint. 

XXXX XX/XX/year> - XXXX Sloan Servicing dashboard currently reflects Sloan Servicing 's position that {$720.00} is due and that {$400.00} is past due. I am still willing to remake payment in the amount due on XXXX XX/XX/year> as full repayment of the loan. I dispute that {$720.00} is due and that {$400.00} is past due as these amounts became due because of Sloan Servicing 's poor systems, communication and customer service.

Company response to consumer: Closed with explanation