Consumer complaint received 2025-06-17 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: OH

Complaint narrative:
On XX/XX/XXXX2025 I contacted Sloan Servicing regarding my account. I wanted to get detailed information about why after making 84 months of payments the statement they provide me monthly shows the total balance owed on a XXXX total loan disbursement amount being XXXX. I have since XXXX made 84 payments totaling XXXX. I understood they were suggesting that there was capitalized interest however I was requesting a breakdown of why they were continuously telling me my loan was not XXXX. 

The first person I spoke with was extremely quit telling me that he was reading every statement. I advised him I had looked at every statement and the payment history details but could not find any information regarding any additional amounts added to my principal balance. I tried to have the gentleman go line by line with me to explain what I might be missing, but essentially would tell me that there was capitalized interest but could not provide me with the amount of a balance sheet showing me. Told me that the interest was set by the government, which I know, but still after request proof of what my money was paying he put me on hold and after 15 minutes hung up on me.

I called back after I was hung up on and spoke to someone who told me he was going to tell me the same thing the last representative told me and that there was capitalized interest. I told him I was aware but I wanted to see the amounts. He told me I could look at my payment history and statements. When I advised I had them all open on my computer and never once does it advise any information regarding this and I would like more details to clarify what my payment is going to. He began to tell me that interest compounds and a bunch of information about interest. I specifically told him that I understood how interest works but I wanted to see figures so I could see what was going on. After back and forth about telling me to look at statement and payment history I asked to speak to a supervision. As soon as I asked this he hung up on me. 


I immediately called back and was directed to another man. I provided my information and asked him if there was a supervisor available for me to speak with. He said what is the question you have? I again explained everything and he was like I can pull up your statement and go over it with you. I told him I did not want him to I wanted to speak with a supervisor he again said he would go over my statement with me. I went over it and advised him again I wanted a physical statement showing what was going on and why after paying what I have paid these loans were not paid off. I asked him multiple times to speak to a supervisor. He said I need to take your question to my supervisor to see if they will speak with you. He then proceeded to tell me that depending on the question he couldnt confirm that his supervisor would take the call. I went round and round with him about what I wanted to get information about and he put me on hold to speak to his supervisor to see if they would take the call.

Several minutes later her got back on the phone and proceeded to tell me the supervisor wouldnt take the call and I had two options he could see me the payment history which I already had access to or review my statements. I asked him for more information about who I could call to speak to someone higher up and he said you need to call the original lender. I said okay but you have the informant can you just not provide me what and why the balance of my loans are the way they are. He said again you have two options I can send you your payment history or you can check your statements. I asked him to provide me with the payment history and all statements along with contact information for corporate. He said it would take approximately 14 minutes to receive the email. It is not three hours later and I still do not have the statements the contacts or any answers to my questions.

The representatives can not or will not provide me specific details about my loans that I am paying on and I feel like it is completely ridiculous and unreasonable. I need help. I need information. I have been paying on this loan for 84 months. And just want answer and proof of what is going on.

Company response to consumer: Closed with explanation