Consumer complaint received 2024-01-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Nelnet, Inc.
State: PA

Complaint narrative:
On XX/XX/year> I attempted to contact Nelnet via email. I will include my message to them at the end of this section. I had my loans transferred from Great Lakes. I had set up an account on XX/XX/year> and could log in at the beginning to see a SAVE plan with {$0.00} payments. Nothing has changed in my circumstances, and I received no communication indicating a change, but suddenly my payments are {$330.00} a month. I am receiving automatic emails from Nelnet and Dept of Ed that action is needed on my account. However I am unable to reach anyone via phone due to unrealistic wait times and I am not able to get an email response from them. At this point I am so frustrated and distrustful that I would prefer only email communication from them for the sake of having a paper trail. I do not see why I need to pay back incorrect or misguided amounts ( or really owe them anything at all ) if they are not upholding their responsibility as a loan servicer and actually servicing the loan. All research Ive done online points to zero solutions and many others struggling with the loan servicer failing to service loans. 

My goal is to rectify the account to reflect having a {$0.00} payment, erase the negative balance and consequences from this, and make Nelnet understand I can only uphold my end of this if they also do their job. Not only do I find these loans predatory in the first place, but this is absolute torture. 

The email was as follows : I am writing to rectify an issue with my Nelnet account. 

Upon making my account after my loans were transferred from Great Lakes, the website indicated I was on the SAVE plan with {$0.00} payments. I expect this information to be correct simply as a bare minimum expectation per the agreement of the borrower and loan servicer. However, this is additionally important due to extenuating circumstances I have faced this year. 

I have now received correspondence that my account is past due. The notice is dated XX/XX/year>. 

I expect this balance to be corrected, for interest accrued to be adjusted accordingly, and for the SAVE plan to be verified on the account. The account upon set up was in SAVE status per the website, so additional payments and processes should not be necessary. The account was set up XX/XX/year>. To reiterate, the balance and interest to be corrected. I will keep documentation of these correspondences, including the ones incorrectly indicating I have payments due. I will conduct all correspondence in writing to later verify my efforts to keep my account correct if necessary, as I am displeased with the transfer of my loans to a servicer that does not seem to be organized or respectful of the borrowers time and money. 

Thank you for your prompt attention to this matter. I look forward to having this promptly resolved and having a straightforward relationship between borrower and servicer in the future. 

XXXX XXXX

Company response to consumer: Closed with explanation